Refund policy
Return and Refund Policy
At Grace Laurel, we want you to feel confident about your purchase. This Return and Refund Policy explains when a product may be returned, the conditions that apply, and how to request a return.
Please read this policy carefully before submitting a return request.
14-Day Return Window
Grace Laurel offers a 14-day return window beginning on the date your order is delivered.
Your order is considered delivered when the shipping carrier’s tracking information shows the status “Delivered.” Return requests cannot be submitted while an order is still in transit.
To request a return, you must contact us at support@gracelaurel.com within 14 calendar days of delivery.
This return window is a policy offered by Grace Laurel. It does not limit any mandatory rights you may have under applicable Canadian federal, provincial, or territorial consumer protection laws.
Return Eligibility
To qualify for a return, the product must:
✓ Be unworn, unused, and unwashed.
✓ Be in its original condition.
✓ Have all original tags and labels attached.
✓ Be free from stains, odours, damage, alterations, or other signs of use.
✓ Be returned in its original packaging or suitable protective packaging.
✓ Be accompanied by proof of purchase or a valid order number.
Grace Laurel reserves the right to refuse a return or reduce the refund amount when a product does not meet these conditions.
Trying on an item to determine its fit is permitted, provided the product remains clean, undamaged, and otherwise in its original condition.
Non-Returnable Items
For hygiene, safety, or customization reasons, the following products cannot normally be returned:
✗ Underwear, lingerie, and intimate apparel.
✗ Swimwear without its original hygiene seal.
✗ Earrings and other pierced jewellery.
✗ Products marked as final sale.
✗ Personalized, altered, or made-to-order products.
✗ Gift cards.
✗ Products that have been worn, washed, damaged, or altered after delivery.
These exclusions do not apply where a product is defective, damaged upon arrival, incorrectly supplied, or where applicable law requires another remedy.
Return Shipping Costs
Unless the product is defective, damaged upon arrival, or incorrectly supplied, the customer is responsible for all return shipping costs.
Original shipping charges, including express delivery charges, are non-refundable unless required by applicable law or the return results from an error by Grace Laurel.
We strongly recommend using a tracked shipping service and retaining your shipping receipt until your return has been processed.
Grace Laurel is not responsible for returned parcels that are lost, delayed, damaged, or delivered to an incorrect address because the provided return instructions were not followed.
How to Request a Return
Step 1 — Contact Customer Support
Send an email to support@gracelaurel.com within 14 calendar days of delivery.
Please include:
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Your full name;
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Your order number;
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The product you wish to return;
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The reason for the return; and
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Photographs when the product is damaged, defective, or incorrect.
Although you may be asked for a reason to help us improve our service, eligible change-of-mind returns will not be refused solely because you do not provide one.
Step 2 — Wait for Return Instructions
After reviewing your request, our customer support team will provide return instructions and the applicable return address.
We aim to respond within 2 business days.
Please do not send a product back before receiving our return instructions. The return address may be different from the address shown on the original parcel.
Products returned without authorization or sent to the wrong address may be delayed, refused, or returned to the sender.
Step 3 — Package and Ship the Product
Pack the product carefully to prevent damage during transportation. Include your order number or the requested return information inside the parcel.
Send the return using a tracked shipping service and retain your receipt and tracking number.
The product must be shipped within the timeframe stated in the return instructions.
Incorrect, Damaged, or Defective Products
Please inspect your order as soon as it arrives.
Contact support@gracelaurel.com promptly if:
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You received the wrong product;
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Your order arrived damaged;
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An item has a manufacturing defect; or
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Part of your order is missing.
Include your order number and clear photographs showing the product, packaging, shipping label, and the problem.
After reviewing the information, we may offer an appropriate remedy, such as:
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A replacement;
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A repair, where appropriate;
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Store credit;
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A partial refund; or
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A full refund.
Where the issue is confirmed to be our responsibility, Grace Laurel will cover reasonable return shipping costs or provide other suitable instructions.
Nothing in this policy excludes or restricts any legal warranty or other mandatory consumer right available under applicable Canadian law.
Exchanges
Direct exchanges may be available in certain situations, such as when a different size is required.
To request an exchange, contact support@gracelaurel.com. Exchanges are subject to product availability and approval.
When a direct exchange is unavailable, you may be asked to return the original product for a refund and place a new order.
Unless the product is defective, damaged, or incorrectly supplied, the customer may be responsible for the shipping costs associated with an exchange.
Refunds
We will notify you after your return has been received and inspected.
If the return is approved, the refund will be issued to the original payment method. We aim to process approved refunds within 14 calendar days after receiving and inspecting the returned product.
Depending on your bank, credit-card provider, or payment service, it may take additional business days for the refund to appear in your account.
Grace Laurel cannot control processing times imposed by banks or payment providers.
Refund Amount
An approved refund will normally cover the purchase price paid for the returned product.
The following amounts may be deducted or excluded where permitted by law:
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Original shipping or express-delivery charges;
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Return shipping costs;
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Duties, taxes, brokerage charges, or customs fees not collected by Grace Laurel;
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Loss in value caused by handling beyond what is reasonably necessary to inspect the product; and
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Missing, damaged, worn, washed, or altered products.
No deduction will be made where prohibited by applicable law.
Refused or Unclaimed Deliveries
Refusing delivery or failing to collect a parcel does not automatically qualify as an approved return.
Any shipping, handling, storage, customs, or carrier charges resulting from a refused or unclaimed parcel may be deducted from the refund where permitted by law.
Please contact support@gracelaurel.com before refusing or abandoning a shipment.
Order Cancellations
We begin processing orders shortly after they are placed. Contact support@gracelaurel.com as quickly as possible if you need to request a cancellation.
We cannot guarantee that an order can be cancelled once it has entered processing or has been shipped.
When an order can no longer be cancelled, you may request a return after delivery in accordance with this policy.
This does not affect any cancellation rights that may apply under mandatory provincial or territorial consumer protection law.
Packages Marked as Delivered but Not Received
When tracking shows that a parcel has been delivered but you cannot locate it:
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Check around the delivery location and with other household members.
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Check with neighbours, your concierge, reception desk, or community mailbox.
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Contact the shipping carrier for delivery details.
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Contact us at support@gracelaurel.com if the parcel still cannot be located.
We will review the situation and assist where reasonably possible. A carrier marking a parcel as delivered does not automatically determine the outcome of every claim.
Late or Missing Refunds
If you have not received an approved refund:
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Check your bank or credit-card account again.
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Contact your payment provider, as posting delays may apply.
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Contact your bank or credit-card company.
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Email support@gracelaurel.com if the refund still cannot be located.
Frequently Asked Questions
Can I return an item because I changed my mind?
Yes, provided you contact us within 14 calendar days of delivery and the product meets all return conditions.
Can I return a product before it has been delivered?
No. The return window begins when the order has been delivered and the carrier’s tracking information shows “Delivered.”
Contact us if your shipment is delayed or appears to be lost.
Can I return an item that does not fit?
Yes, provided it is unworn, unwashed, undamaged, and has all original tags attached. Contact us within the 14-day return window.
Who pays for return shipping?
The customer pays for change-of-mind and sizing-related returns.
Grace Laurel will cover reasonable return shipping costs when an item is confirmed to be defective, damaged upon arrival, or incorrectly supplied.
Do I need to use tracked shipping?
Tracked shipping is strongly recommended. Without tracking or proof of delivery, we may be unable to verify that your return reached the designated return location.
How long will my refund take?
We aim to process approved refunds within 14 calendar days after receiving and inspecting the returned product. Your bank or payment provider may require additional processing time.
Where should I send my return?
Do not return the product to the address printed on the original parcel.
Contact support@gracelaurel.com first. We will provide the correct return instructions and return address after approving your request.
Consumer Rights
Consumer protection requirements vary between Canadian provinces and territories.
Nothing in this policy is intended to exclude, restrict, or replace any legal warranty, cancellation right, refund entitlement, or other mandatory remedy available under applicable law.
Where this policy conflicts with a mandatory consumer protection requirement, the mandatory legal requirement will apply.
Contact Us
For return, exchange, or refund questions, contact:
Grace Laurel Customer Support
Email: support@gracelaurel.com
Please include your order number in your message so we can assist you efficiently.
