• Sale items are not eligible for a refund, you will be issued with a credit note. 
• Seconds items that are sold as seconds/faulty are not eligible for return. These items are described clearly; descriptions should be read carefully before purchasing. 

Simply email us with your order number to arrange a return, and we’ll send you the instructions along with the return address.

For more information, please see our Returns Policy

Your refund will be returned to the original method of payment. This will exclude original shipping costs (except for faulty items if applicable). Please allow 5 working days for the refund to reach your bank account. 

As a small business, we’re not able to offer free returns at the moment, so customers are responsible for covering return postage costs.

If we notice any errors in your order details (such as an incomplete delivery address), we’ll get in touch to confirm and correct them before dispatch where possible.

However, it is the customer’s responsibility to ensure all information entered at checkout is accurate.

If an order is returned to us due to a rejected delivery — most often caused by incorrect or incomplete address details — the customer will be responsible for covering the cost of reshipping.

If the error was made by Grace & Fox, we’ll resend your order at no extra cost.

If you need to change your delivery address, please email us as soon as possible at hello@graceandfox.com.

Use the subject line: URGENT ADDRESS CHANGE (#Order Number), and include both your current and new address details in the body of the email.

If we receive your request before your order has been dispatched and collected by our couriers, we can update the address for you.

Once your order has been dispatched, we’re unable to redirect it.

Please ensure your delivery address is correct before completing payment, as Grace & Fox cannot be held responsible for parcels that are lost, delayed, or returned to us due to incorrect details entered at checkout.

We aim to dispatch all orders within 3–5 working days. During busy periods (such as sales or holidays), dispatch may take a little longer.

Once dispatched, we kindly ask that you allow up to 10 working days for your order to arrive.

Please note: Our couriers are unable to investigate delivery delays until this timeframe has passed.

Absolutely! If something doesn’t look right with your order, please get in touch with us at hello@graceandfox.co.uk. We're always happy to help and will do our best to resolve any issues quickly.

Please note: Once an order is placed, we’re often unable to make changes, as our warehouse team works fast to get your items packed and on their way!

We completely understand how frustrating it can be to miss out on a promotion. While we’re not able to offer refunds for missed discounts or sale prices (due to fees and admin costs), we always recommend:

1. Signing up to our newsletter for an exclusive discount code
2. Emailing us ahead of your order to ask about upcoming offers

We’re happy to help you save where we can!

If you’re in a hurry, we’ll always do our best to help. Please email us at hello@graceandfox.co.uk with your request before placing your order, and we’ll let you know what’s possible.

At Grace & Fox, we understand how important it is that your order reaches you safely. Here's what happens if you can't find your parcel.

1. Proof of Delivery
If our courier confirms your parcel has been delivered to the address provided at checkout, including photographic evidence where available, responsibility for the parcel passes to you at the point of delivery.

2. Steps to Take if You Cannot Locate Your Parcel- Check with neighbours or anyone else at your property.- Look in safe places around your home or building.- Contact your local delivery office in case the parcel has been held.

3. If the Parcel is Still Missing
If the parcel cannot be found after following the above steps, and our courier confirms delivery, it may be considered lost or stolen after delivery. In these cases, we recommend reporting the matter to the police using the delivery proof.

4. Goodwill Policy
While we are not obliged to replace or refund orders with confirmed proof of delivery, we value our customers and may offer a one-time goodwill gesture, such as:

- A replacement at a reduced rate

- A voucher or discount towards a future purchase

5. Contact Us
If you have any questions or require assistance, please contact us at: hello@graceandfox.co.uk

You can email us at hello@graceandfox.co.uk or use the contact form below.

Our customer service team is available Monday–Friday, 9am–4:30pm (UK time), and we aim to respond within 48–72 hours.

During busy periods or holidays, response times may be longer.

To help us reply as quickly as possible, please only send one email per enquiry — this keeps your request in the correct place in our system.

Please note: we’re unable to handle customer service queries via our social media channels.