Refund policy

1. Statutory 14-Day Cooling-off Cancellation Period

1. Notify us via hello@gracella.shop to exercise your cancellation right.
2. After submitting your cancellation notice, you have an extra 14 days to return all items.
3. We will fully refund all payments including standard delivery fees within 14 working days after receiving your returned goods or valid proof of return postage.
4. If you selected expedited premium delivery, only standard delivery cost will be refunded.

2. Valid Return Conditions

• Unworn, unwashed, free of stains, perfume, makeup and physical damage
• All original brand tags, labels and complete original packaging attached
• No signs of alteration, cutting or self-modification
  
  
  Items excluded from cooling-off returns:
• Customised, personalised embroidered clothing
• Hygiene-sensitive intimate apparel once opened or worn
• Products clearly marked Final Sale on product pages

3. Damaged, Defective or Incorrect Items

1. Contact hello@gracella.shop within 48 hours of delivery, attach clear photos of defects together with your order number.
2. We cover all return delivery fees, and offer free replacement, full refund or store credit according to your choice, as required by UK consumer protection law.

4. Responsibility for Return Shipping

• Change-of-mind voluntary returns: Customer covers all return postage fees.
• Fault, damage or wrong item caused by Gracella: We fully pay return shipping cost.
  
  
  We recommend sending returns via tracked Royal Mail service and keep your tracking receipt until your refund is fully processed.

5. Refund Processing Timeline

• Refunds will be issued back to your original payment card within 7–14 working days.
• Bank internal processing delays are out of our control and may extend the arrival time of funds.

6. Return Support Contact