RETURNING YOUR ITEM: Items must be as original condition and must not have been worn, altered or washed. All tags must remain in place if any are missing we would not be able to accept the return.
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 7 days of receipt. Faults discovered after 14 days but within 6 months would be repaired or replaced.
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.
Pierced jewellery, hair accessories, bodysuits and swimwear cannot be returned due to hygiene reasons.
Outlet items are non-returnable.
Monogrammed or personalised items are non refundable or exchangeable, in the case of a fault please contact us via email@example.com.
Items which are outside of our 14 day return policy are non returnable.
MADE TO ORDER items, have been produced only at your request and tailor made to suit your order. We cannot accept returns on items which have been made to order.
How much does it cost to return an item?
Currently we do not offer free returns. Once your return is approved we will email you a returns label which will show the returns address. Customers will be responsible for returns shipments cost.
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 returns label for this. Any items sent via another method of shipping, we would not be refund the cost of the return.
Outbound shipping charges, taxes & duties are non refundable.
International returns - please ensure that you state you are "returning to seller" in the reason for export on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return. Please note we do NOT refund international customs taxes and sales charges.
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 contact you.
Can I cancel my order?
You have 14 days from order date to cancel your order with us. Please do so in writing to firstname.lastname@example.org. In the case of a cancellation which has already been shipped, please visit our returns centre above and apply for a refund. Vita Grace will not pay for the return shipping of a cancelled item which has already shipped.
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. Cancellation requests on pre orders outside of the 2 hour window would only qualify for store credit.
Where do I find my returns label?
We will email an address 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 best to process your return ASAP, however on busy periods it may take up to 14 days for your return to be processed once your parcel has been received into our returns centre. Once processed you will receive an automated 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/payment issuer.
Please allow 14 days from receipt to our returns centre before contacting us regarding your refund.
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.
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.
Should you have any queries not covered within our policy please contact us at email@example.com