Return & Refund Policy
Returns, Refunds, Replacements and Order Cancellations
Gracegild creates each item specifically after an order is confirmed. Products may be printed, personalized, or prepared according to the customer’s chosen design, size, color, and customization details. For this reason, requests involving cancellations, returns, refunds, and replacements are subject to the conditions outlined below.
1. Cancelling or Changing an Order
You may request to cancel an order within 6 hours of completing your purchase. Requests received after this period may be declined because production could already be underway.
To submit a cancellation request, email us promptly at:
Please include your order number and state that you would like to cancel your order. We will check its production status and confirm by email whether cancellation is still possible. A request is not considered approved until you receive confirmation from us.
When a cancellation is accepted, 30% of the order total will be retained to cover expenses already incurred, such as:
- Payment and transaction processing charges
- Administrative and order management costs
- Production setup and fulfillment preparation
The remaining 70% will be refunded through the payment method originally used for the purchase.
Orders that have already entered production cannot be cancelled or changed.
2. Problems With a Delivered Product
Please inspect your order shortly after delivery. If the item is damaged, defective, incorrectly produced, or different from the item confirmed in your order, notify us within 72 hours of the confirmed delivery time.
Send your claim to info@gracegild.myshopify.com and provide:
- Your order number
- A clear photograph of the complete item
- Detailed close-up photographs of the affected area
- A short description of what is wrong
We will evaluate the information provided and may request further photographs or details when necessary.
If the claim is verified, Gracegild will offer an appropriate resolution consisting of either:
- A replacement produced and shipped at no additional charge; or
- A full refund returned to the original payment method
Some cases may require the affected item to be returned. Do not send a product back without first receiving authorization and return instructions from our Customer Service Team.
3. Items Made Specifically for You
Because Gracegild products are created individually for each order, we are unable to accept standard returns or exchanges for customer-selection errors or personal preference reasons, including:
- Ordering an unsuitable size, color, style, design, or product
- Deciding that the item is no longer wanted
- Entering an incorrect or incomplete shipping address
- Minor differences in color caused by lighting or screen settings
- Providing an incorrect name, date, number, photograph, or other customization detail
Customers are responsible for checking all product selections, personalization information, and delivery details before submitting an order.
When the customer has selected or provided incorrect information, Gracegild may offer a new replacement order at 50% off the regular product price as a courtesy. This option is reviewed individually and is not guaranteed.
These restrictions do not apply when Gracegild produces the order incorrectly or when the delivered product is damaged, defective, or materially inconsistent with the confirmed purchase.
4. Approved Refunds
Approved refunds will be sent exclusively to the original payment method. We will email you once the refund has been issued from our side.
Most refunds appear within 5–7 business days, although the actual timing is controlled by the customer’s bank, card issuer, or payment service.
5. Refund Has Not Arrived
If you received a refund confirmation but cannot yet see the funds:
- Check the relevant bank or payment account once more.
- Contact your credit card issuer or payment provider.
- Ask your bank whether the refund is pending or still being processed.
If the refund remains unavailable after 10 business days, email info@gracegild.myshopify.com with your order number and refund confirmation so we can investigate.
6. Chargebacks and Transaction Disputes
Customers are encouraged to contact Gracegild before initiating a chargeback or payment dispute. Reaching out directly gives our team an opportunity to review the situation and provide a suitable resolution.
When a dispute is filed, we may respond to the bank or payment provider with relevant evidence. This may include order and payment information, selected personalization details, production documentation, shipment tracking, delivery confirmation, accepted store policies, and communication history.
This policy does not remove or restrict any consumer protection rights provided by applicable laws.