We want you to be entirely happy with your Vita Grace choice. However if you wish to return an item you must first fill in our returns form below:
Please click here for our digital RETURNS FORM.
We ask you wait for authorisation (& read our policy below) before returning any items.
ITEMS MUST BE RETURNED BACK TO US WITHIN 14 DAYS OF RECEIPT.
Please do not make unauthorised returns. If you proceed to make return without first filling out our online returns form (link above), your return will not be processed. We would return the parcel back to you but only if additional postage is paid first. This also applies to any parcels returned back to us from unsuccessful delivery, we will expect you to contact us to arrange further postage and we can resend the parcel to you.
APPROVED RETURNS: We allow a further 14 days to send the parcel back to us. Approvals are automatically cancelled should you fail to send the parcel within 14 days following your approval. Should this happen we will expect you to contact us to arrange further postage and we can resend the parcel to you.
Items must be in original condition and must not have been worn, altered or washed. All tags must remain in place (if any are missing we will not accept the return). Every garment shipped has a ribbon tag attached reading "Once this tag is removed, this garment cannot be returned". If this ribbon has been removed, the garment is no longer returnable. We recommend trying on all purchased items once received, to ensure adequate time to return items within our returns timeframe.
Our goods are quality checked to a high standard before leaving our warehouse each item is inspected carefully by our team before packing and again during packing. In the rare case you should discover a fault we ask this is reported to us within 14 days of receipt. We will ask for photographs to support any fault claim and offer repairs, exchange or refund where appropriate.
Are there any items which cannot be returned?
We will not accept returns on any items which do not have the original ticketing/ribbon attached. Or items which appear to have been worn/used.
Items which have been altered or washed cannot be returned and would be sent back to you following additional postage charge.
Pierced jewellery, hair accessories, bodysuits and swimwear cannot be returned due to hygiene reasons.
Pre Order items are tailor made and non refundable, at our discretion they may be returned for store credit. Please ensure you select STORE CREDIT when using the returns form otherwise your return may be rejected.
Sale items cannot be returned, all sale items are non refundable or exchangeable.
Monogrammed or personalised items are non refundable or exchangeable, in the case of a fault please contact us via firstname.lastname@example.org.
If you return a 'non returnable' item to us without our approval we are unable to process this for neither a refund or store credit. We would be happy to return the item to you however additional postage costs would be required, we would require you to contact us to arrange this via our email customer services email@example.com
Items which are outside of our 14 day return policy are non returnable.
How much does it cost to return an item?
Sorry we do not offer free returns, to make it easier for you however you can use the returns label enclosed in your parcel (UK orders only), we will deduct £2.95 from your refund for using this.
This only applies to UK orders, we are sorry we cannot help with international returns, you would need to use your own method.
In the rare instance that you receive the wrong item or faulted item we would incur the cost of the return, however we request using our own returns label for this. Any items sent via another method of shipping would not be refunded.
We do not refund initial delivery charges.
If you are making an international return please be aware we will NOT pay any customs charge on returning items. It is the customer responsibility to ensure charges are paid for before returning. Returns requiring customs charges at our side in the U.K. will not be accepted and remain with the postal service, the parcel will be automatically be returned to you the sender within 21 days.
We offer a flexible returns policy to make your online shopping experience even easier. We also monitor the number of returns made by customers and continued/excessive returns will be flagged and may, at our discretion, lead to the closure of your VITA GRACE account or future orders being refused.
If this applies to your account, we will be in touch.
Can I cancel my order?
Unfortunately we are not able to cancel orders unless we receive notification via email to firstname.lastname@example.org. We allow 2 hours for orders to be cancelled, after this time we would not accept any cancellations and your order would be shipped.
You have 14 days from order date to cancel your order with us. Please do so in writing to email@example.com. In the case of a cancellation which has already been shipped, delivery charges are not automatically refunded and are subject to review. Vita Grace will not pay for the return shipping of a cancelled item.
Pre orders must be cancelled within 2 hours of placing the order as these items are made to order soon after receiving your request. Our pre orders work on a fast turnaround ensuring you receive your goods in a timely manner. Our team has access to orders 24 hours a day and we arrange pre orders as and when they are placed. Cancelation requests on pre orders outside of the 2 hour window would only qualify for store credit.
Where do I find my returns label?
Your returns label will be inside your parcel if you are UK based. For overseas customers you would be emailed a label following approval in our returns centre.
How long do I have to return an item?
You must return your unworn items to Vita Grace HQ within 14 days of delivery.
We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy.
How do I track my return?
You can find out when your return arrived back to Vita Grace HQ by entering the barcode/ tracking number from your return postage receipt. If you returned your item via our pre paid Royal Mail label, please visit here. Once your return has reached our warehouse, please allow seven working days for it to be processed. We will send you an email confirmation to let you know when this has been done.
Where is my refund?
We try our very best to process your return ASAP, but on busy periods it may take up to fourteen working days for your return to be processed once your parcel has been received into our warehouse. Once everything has been processed, we will send you an email containing all of the details of your refund. Please be aware that it can take your bank a further 2-10 days for the funds to appear back in your bank account depending on the card issuer. If you have any questions about your refund, just let our team know by sending us an email at firstname.lastname@example.org
It’s important to remember that there will be a deduction of £2.95 from your order if you’ve used our pre-paid returns label.
How do I use my Store Credit?
In order to use any Store Credit, you'll need to create an account with us if you haven't already. This can be set up here.
Once you have an account, your Store Credit will appear in your profile ready to use. When you're happy with how much of your credit you would like to spend, this will be deducted automatically from your order at the checkout.
Please note returns which have been initially purchased using store credit will only be refunded back to store credit (following all other returns guidelines).
Sending your return:
- Fill in the returns form here we will review your return. Please await our reply before returning items.
- Enclose the item(s) inside its original packaging.
- U.K. returns - Affix the returns label (enclosed in your original shipment) to the outside of the package and return to your local Royal Mail post office. Or if you wish to use your own returns method please make sure it is trackable.
- International returns, please find our address details within your approval email after filling in our returns form (linked above).
- Please note items received outside of the specified returns period or which have not been pre approved will not be accepted.
Vita Grace is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number.
Once the items have been received they will undergo a quality review. Once cleared, you will either receive a refund or Store Credit of the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received but please allow 5 working days for returns to be processed. You will receive email notification of the status of your refund or exchange once processed.
We do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable.
Should you have any queries not covered within our policy please contact us at email@example.com
Our registered business address: Vita Grace, S11, Blyth Workspace, Quay Road, Blyth, Northumberland, NE24 3AF, United Kingdom.