All sizes are displayed in Australian sizing, please note that some brands may vary from these measurements but please use the below as a guide.
Clothing :
XS - Size 6 (1)
S - Size 8 (1)
M - Size 10 (1-2)
L - Size 12 (2-3)
XL - Size 14 (3-4)
XXL - Size 16 (4)
Footwear
36 (6), 37 (6 1/2), 38 (7- 7 1/2) 39 (8 - 8 1/2) 40 (9) 41 (10)
Please feel free to give us a call at any time (03)9041-5165 should you have any questions re: Sizing OR Email: info@graceandwillow.com
Here at Grace & Willow Boutique we pride ourselves on customer service, from one shopper to another we understand the difficulties that can often occur when shopping online. Therefore we have customised the Returns Policy to ensure your shopping experience is a smooth, effortless and most importantly an enjoyable process.
Before your order is shipped, our staff will personally inspect your item/s and carefully pick and pack your purchase to ensure it leaves and is delivered in its original condition.
In the event that your goods are not in a satisfactory condition please contact our customer service personal via info@graceandwillow.com or phone our Victorian head office (03) 9041-5165.
Upon receiving your purchase you will find enclosed:
- Item/s.
- Purchase receipt / Invoice
We offer a 14 day exchange/store credit period from the date you receive your purchases for any of the following reasons:
- The size you ordered doesn’t fit
- The item received is faulty or damaged
- You received the incorrect style
- You received the incorrect size
- We do not exchange or offer credits for change of mind returns.
Please be aware when purchasing we do not issue refunds for change of mind purchases or incorrect sizing, so please choose your item/s carefully.
Please feel free to call our boutique on (03)9041-5165 if you have any questions relating to sizing, fit or fabrication & our friendly staff can advise as best they can.
In the case that you need to return an item/s you will need to request an RA number (Returns Authorisation) from our Customer Service team, please email info@graceandwillow.com and our team will endeavor to attend to your inquiry within 48 hours. Returns will not be accepted or processed without an RA and unfortunately and will be sent back to the customer. The expense of postage for all returns will be at the customers own costs.
In the interest of hygiene we unfortunately do not offer exchange on pierced jewellery, under garments, or swim wear unless the goods are deemed to be faulty by the manufacture.
When returning shoes, shoes must be returned unworn and in the original shoe box.
Grace & Willow does not issue refunds for change of mind: Refunds will only be authorised in the case the item is faulty and deemed un-repairable by the manufacture and is in accordance with the fair trade practices act.
Your return will always be approved provided the following:
- You have been issued with a RA.
- Item/s is returned within the 14 days of receiving.
- Item/s must be returned with all tags attached and in original condition and packaging.
- Item/s has not been worn, soiled, washed, altered, or miss-handled in any shape of form.
Upon your return being satisfactory in the accordance with our returns guidelines you will be issued either an exchange or store credit which has no expiration date, so you can take your time in choosing an item you love.
Please choose SALE items carefully. These Sales are final and unless otherwise stated cannot be returned.
Please return item/s with RA to the below Address:
Grace & Willow Boutique
ATTENTION: Returns
5 Douglas Parade, Williamstown , Victoria – Australia - 3016
*Please note that in a circumstance of item/s being of an exchange, change of mind or simply swapping something over all costs associated with the return postage will be the responsibility of the customer. To organize payment of postage a Grace & Willow customer service representative will be in contact with the appropriate personal. Until your return item/s postage has been paid for, unfortunately your item/s cannot be dispatched upon doing so. Please also note that with all orders over $150 postage costs will occur when having the return sent back.
Pre-Orders: Pre-order item/s are a committed order. Once a pre-order item is placed the item cannot be cancelled due to change of mind for a refund. If you do wish to cancel your pre-order item you can exchange the item for something else in stock or you will be issued with a store credit which has no expiry date. Please note that all pre-orders have a ETA stated in the description. In the event that there is unexpected delays to your pre-order and the ETA has been unexpectedly delayed you can choose to wait for your order as per original order and when the pre-order arrives have the item shipped via express as per normal or alternatively cancel your pre-order for a store credit which has no expiry.
Please note: Due to the COVID-19 Coronavirus some deliveries are experiencing unexpected delays. This is unfortunately out of our control – so please keep this in mind when placing orders during this period. If in the case there is a delay to your order we will do our best to notify you as soon as possible. Due to the delay or any unforeseen circumstances we cannot offer refunds of your pre-order item however we will happily offer a exchange for something else in store or online or offer you a store credit which has no expiry. If you have any further inquiries please feel free to email us on info@graceandwiillow.com or phone us on (03) 9041-5165.
If your question hasn’t been answered in the above information please contact our boutique via email info@graceandwillow.com or phone our Victorian Head Office (03) 9041-5165
