Defects and Wrong items

Defects, Wrong Items & Refunds

WE MAKE IT RIGHT, ALWAYS

After twenty years of doing this we know that mistakes can occasionally happen a damaged piece, a defective item, or an order that arrives with the wrong product. When that happens we want you to know one thing clearly and simply: we will take care of it for you, no questions asked.

Your satisfaction is not just a policy for us. It is the reason we have been here for twenty years and the reason we hope to be here for twenty more.

RECEIVED A DAMAGED OR DEFECTIVE ITEM?

If your order arrives damaged or defective please contact us right away. Once we can confirm the issue we will immediately arrange one of the following whichever you prefer:

  • A free replacement sent to you at no charge whatsoever

You should never have to pay for something that was not right. Getting this resolved for you quickly is our priority.

To get started simply reach out to us at info@graceandflorence.com with your order number and a photo of the damaged or defective item so we can confirm the issue and get moving on a solution for you right away.

RECEIVED THE WRONG ITEM?

We are sorry if this has happened. If you received a different product or variant than what you ordered please contact us immediately and we will arrange for the correct item to be sent to you as quickly as possible.

Please include the following when you contact us:

  • Your order number
  • A description or photo of the item you received
  • The item or variant you originally ordered

We will sort it out for you promptly.

ORDER CANCELLATIONS

We completely understand that plans can change. However because we begin processing and preparing your order very quickly after it is placed we are unfortunately unable to accept cancellations once your purchase is confirmed. Here is why:

  • Fast processing: The moment your order is placed it is immediately sent to our fulfillment team to ensure the quickest possible shipping time for you
  • Limited stock: Many of our pieces are in high demand and once your item is allocated it cannot be reassigned to another order
  • Shipping logistics: Once your order enters the shipping process we are unable to intercept or redirect it
  • Fairness to all our customers: Cancellations after processing would disrupt our inventory and could delay orders for other women waiting for their pieces

By completing your purchase you agree that your order will be processed and shipped and that you will accept delivery upon arrival.

If you would like to return your item once it arrives please refer to our full Return & Refund Policy for instructions on how to do so within our 30-day return window.

HOW TO CONTACT US

For damaged items, defective products, wrong orders, or any other concern please reach out. We are real people and we genuinely want to help.

📧 Email: info@graceandflorence.com

🔗 Contact form: graceandflorence.com/pages/contact

🕒 Support Hours:
Monday – Friday: 9:00 AM – 6:00 PM ET
Saturday – Sunday: 9:00 AM – 2:00 PM ET

With love, Grace & Florence Asheville ♥