Shipping and Payment Policy

At Grace Laurel, we are committed to delivering your order as quickly, safely, and reliably as possible. This Shipping and Payment Policy explains our shipping destinations, processing times, estimated delivery times, tracking procedures, shipping costs, and accepted payment methods.

This policy applies to orders delivered within Canada. All orders are subject to applicable Canadian federal, provincial, and territorial consumer protection laws.

1. Free Shipping Across Canada

Grace Laurel offers free standard shipping on all orders delivered within Canada.

There is no minimum order value required to qualify for free standard shipping. We do not charge hidden handling, packaging, or processing fees.

Applicable sales taxes may be calculated and displayed during checkout based on the customer’s delivery address and the relevant federal, provincial, or territorial tax requirements.

Optional premium or expedited delivery services, when available, may involve an additional charge. Any such charge will be clearly displayed before the order is completed.

2. Shipping Destinations

We currently ship to residential and commercial addresses throughout Canada.

At this time, we may be unable to deliver to:

• Addresses outside Canada;

• Certain remote or restricted locations;

• Parcel-forwarding services;

• Third-party freight-forwarding addresses;

• Hotels or temporary accommodation addresses;

• Invalid or incomplete addresses; and

• Certain P.O. boxes where the selected carrier does not provide delivery.

Delivery availability may depend on the shipping carrier, postal code, and accessibility of the destination.

When we are unable to deliver to the address provided, we will contact you using the email address associated with your order.

3. Order Processing

Orders are normally processed within 1–3 business days.

Business days are Monday through Friday, excluding Canadian, Dutch, and applicable international public holidays.

Order processing may include:

• Payment verification;

• Order confirmation;

• Address verification;

• Product preparation;

• Quality inspection;

• Packaging; and

• Handover to the shipping carrier.

Our daily order cut-off time is 5:00 p.m. Central European Time. Orders placed after this time will normally begin processing on the following business day.

Please note that order processing time is separate from delivery time.

4. Order Confirmation

After placing an order, you will receive an order confirmation email at the email address provided during checkout.

Please review this confirmation carefully and verify that:

• Your name is correct;

• Your shipping address is complete;

• The ordered products and sizes are correct; and

• Your contact details are accurate.

Contact us as soon as possible at support@gracelaurel.com if you notice an error.

We cannot guarantee that an order can be changed or cancelled after it has entered processing.

5. Estimated Delivery Time

Our total estimated delivery time is normally 4–11 business days and consists of:

Processing time

1–3 business days

This includes order confirmation, payment verification, quality inspection, preparation, and packaging.

Shipping time

3–8 business days

This is the estimated period between dispatch from our fulfilment partner and delivery to your address in Canada.

The estimated total delivery time is therefore:

1–3 business days of processing + 3–8 business days of shipping = approximately 4–11 business days.

These delivery times are estimates and not guaranteed delivery dates.

6. Possible Delivery Delays

Although most orders arrive within the estimated delivery period, delays can occasionally occur because of circumstances outside our reasonable control.

Possible causes include:

• High seasonal order volumes;

• Severe weather conditions;

• Wildfires, flooding, or other natural events;

• Carrier disruptions;

• Customs inspections;

• Public holidays;

• Labour disputes or strikes;

• Incorrect or incomplete shipping information;

• Remote or rural delivery locations;

• Security inspections; and

• Unexpected disruptions within international transportation networks.

A delay does not automatically mean that a parcel has been lost.

We will provide reasonable assistance when an order is delayed and, where necessary, contact the shipping carrier or fulfilment partner for more information.

7. International Fulfilment

Grace Laurel works with a network of trusted fulfilment and shipping partners.

Some products may be shipped directly from an international fulfilment centre. This allows us to offer a broader collection while keeping standard shipping free for customers throughout Canada.

Because products may be shipped internationally:

• The parcel may show an international country of origin;

• The sender name on the parcel may differ from Grace Laurel;

• Different products from the same order may arrive separately;

• Tracking information may be provided by more than one carrier; and

• A local Canadian carrier may complete the final delivery.

International fulfilment does not affect your ability to contact Grace Laurel regarding your order. Grace Laurel remains your primary point of contact for customer support.

8. Split Shipments

When an order contains multiple products, the products may be shipped separately.

This can happen when products are stored at different fulfilment locations or require different shipping methods.

You may therefore:

• Receive multiple parcels;

• Receive different tracking numbers; or

• Receive part of your order before the remaining products arrive.

You will not be charged additional standard shipping fees when we divide an order into multiple shipments.

Please review all tracking information before reporting part of an order as missing.

9. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Tracking information can usually be viewed through the link included in the shipping confirmation email or through the Track Your Order page on our website.

Please allow 24–48 hours after receiving the shipping confirmation for the tracking information to become active.

It is normal for tracking information to remain unchanged temporarily while:

• The parcel travels between sorting facilities;

• The parcel is transferred to another carrier;

• The parcel is awaiting customs processing; or

• A local Canadian carrier prepares the final delivery.

Contact support@gracelaurel.com if your tracking information has not updated for an extended period.

10. Customs, Duties, and Taxes

Because some products may be shipped from an international fulfilment centre, parcels may be reviewed by the Canada Border Services Agency or another applicable customs authority.

Applicable Canadian sales taxes may be calculated during checkout based on the delivery address.

Grace Laurel does not charge hidden handling or processing fees after checkout.

Our shipping arrangements are intended to prevent customers from receiving unexpected customs or import charges upon delivery. However, customs treatment can depend on the product, its origin, its value, and the applicable Canadian import requirements.

If a shipping carrier or customs authority unexpectedly asks you to pay customs duties, brokerage fees, or import charges, please contact us at support@gracelaurel.com before making the payment.

Include:

• Your order number;

• A copy or screenshot of the payment request;

• The name of the carrier; and

• Any supporting documentation.

We will review the request and provide further instructions.

Grace Laurel is not responsible for charges caused by a customer using an unauthorized forwarding service, changing the destination country, or providing inaccurate import information.

11. Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address during checkout.

Please ensure that your address includes:

• Full recipient name;

• Street name and building number;

• Apartment, suite, or unit number, where applicable;

• City;

• Province or territory;

• Postal code;

• Country; and

• A valid email address.

Contact support@gracelaurel.com immediately if you notice an error.

We will make reasonable efforts to update the address before dispatch, but changes cannot be guaranteed once an order has entered processing or has been shipped.

Parcels generally cannot be redirected after dispatch.

Additional shipping costs caused by an incorrect or incomplete address may be charged to the customer where permitted by applicable law.

12. Failed Delivery Attempts

The carrier may:

• Leave the parcel in a safe location;

• Deliver it to a concierge or reception desk;

• Deliver it to a community mailbox;

• Attempt delivery again;

• Leave a delivery notice; or

• Hold it at a local collection point.

It is the customer’s responsibility to follow the carrier’s instructions and collect a parcel within the stated collection period.

When a parcel is returned because it was not collected, the reasonable costs associated with the failed delivery and return shipment may be deducted from a refund where permitted by law.

Refusing delivery does not automatically count as an approved cancellation or return.

13. Orders Marked as Delivered but Not Received

When tracking shows that your order has been delivered but you cannot locate it, please:

1. Check all entrances, porches, garages, and other possible safe locations.

2. Ask other household members whether they accepted the parcel.

3. Check with neighbours, reception staff, concierge services, or building management.

4. Check your community mailbox or designated parcel locker.

5. Contact the carrier for delivery details.

6. Contact Grace Laurel if the parcel still cannot be located.

Email support@gracelaurel.com and include your order number and delivery address.

Please contact us promptly after the tracking status changes to “Delivered.” Delayed reports may make it more difficult for the carrier to investigate the delivery.

We will review the available tracking information and assist with a carrier investigation where appropriate.

14. Delayed or Missing Orders

Please contact us at support@gracelaurel.com when:

• Your order has not arrived within 15 business days after dispatch;

• Tracking has not updated for an unusually long period;

• The estimated delivery period has passed; or

• The carrier reports that the parcel may be lost.

Please include:

• Your full name;

• Your order number;

• Your shipping address; and

• Any relevant tracking information.

We will investigate the shipment with the carrier or fulfilment partner and provide an update as soon as reasonably possible.

Depending on the outcome of the investigation, an appropriate solution may include:

• Continued delivery monitoring;

• A replacement shipment;

• Store credit; or

• A refund.

The appropriate solution will depend on the circumstances and applicable consumer protection requirements.

15. Damaged Products

Please inspect your parcel shortly after delivery.

If a product arrives damaged, contact support@gracelaurel.com as soon as possible.

Include:

• Your order number;

• A clear photograph of the damaged product;

• A photograph of the outer packaging;

• A photograph of the shipping label; and

• A brief explanation of the damage.

Please retain the product and packaging until we have reviewed your request. Do not dispose of the product unless we instruct you to do so.

After reviewing the evidence, we may offer an appropriate solution such as:

• A replacement;

• A partial refund;

• Store credit; or

• A full refund.

When a product is confirmed to have arrived damaged, Grace Laurel will not charge the customer for reasonable replacement or return shipping costs.

16. Incorrect or Missing Products

Contact support@gracelaurel.com if:

• You receive a product you did not order;

• You receive an incorrect size or colour;

• A product is missing from the parcel; or

• The parcel contents do not match the order confirmation.

Please include your order number and clear photographs of:

• The received products;

• The packaging;

• The shipping label; and

• Any packing slip included with the order.

Remember that products may be shipped separately. Please check your confirmation and tracking emails before reporting an item as missing.

If we confirm that an incorrect product was supplied or part of the order is missing, we will provide an appropriate solution at no additional cost to you.

17. Order Changes and Cancellations

We begin processing orders shortly after they are placed.

Contact us at support@gracelaurel.com as quickly as possible if you need to request:

• An address correction;

• A size or colour change;

• Removal of a product; or

• Cancellation of the order.

We cannot guarantee that a change or cancellation will be possible once an order has entered processing or has been dispatched.

When an order can no longer be cancelled, you may request a return after delivery in accordance with our Return and Refund Policy.

Nothing in this section limits any cancellation rights that may apply under mandatory Canadian provincial or territorial consumer protection law.

Payment Policy

18. Accepted Payment Methods

Grace Laurel accepts secure electronic payment methods displayed during checkout.

Depending on your device, location, and checkout configuration, available methods may include:

• Visa;

• Mastercard;

• American Express;

• Shop Pay;

• Apple Pay;

• Google Pay;

• PayPal; and

• Other secure payment methods displayed at checkout.

Only the payment methods shown during checkout are available for the relevant order.

Availability may vary depending on the customer’s location, selected currency, device, and payment provider.

19. Currency

Unless clearly stated otherwise, prices for Canadian customers are displayed in Canadian dollars (CAD).

Please check the displayed currency before completing your order.

When a bank, credit-card provider, or payment service converts a transaction from another currency, it may apply its own:

• Exchange rate;

• Currency conversion fee;

• International transaction fee; or

• Bank processing charge.

These third-party charges are determined by the payment provider and are not collected or controlled by Grace Laurel.

20. Sales Taxes

Applicable federal, provincial, or territorial sales taxes may be calculated during checkout based on:

• The customer’s delivery address;

• The nature of the purchased product;

• The applicable Canadian tax rules; and

• Grace Laurel’s tax collection obligations.

The final order total, including applicable taxes and any optional delivery charges, will be displayed before you complete the payment.

21. Secure Payments

Payments are processed through secure third-party payment providers.

Grace Laurel does not directly receive or store your complete credit-card number or card security code.

Payment providers may process information such as:

• Cardholder name;

• Billing address;

• Payment details;

• Device information;

• Transaction amount; and

• Fraud-prevention information.

The processing of personal information is also subject to our Privacy Policy and, where applicable, the privacy terms of the selected payment provider.

22. Payment Authorization

By submitting an order, you authorize the selected payment provider to charge the displayed order total to your chosen payment method.

An order is not considered accepted merely because a payment authorization has been requested or received.

We reserve the right to review, decline, or cancel an order where reasonably necessary, including when:

• Payment cannot be authorized;

• The billing information is incorrect;

• Fraud or unauthorized activity is suspected;

• A product is unavailable;

• An obvious pricing or technical error has occurred;

• The order violates our Terms and Conditions; or

• We cannot deliver to the provided address.

When we cancel an order after payment has been collected, the applicable amount will be refunded to the original payment method.

23. Payment Verification

For security and fraud-prevention purposes, we may request additional information to verify:

• The identity of the purchaser;

• The billing address;

• Authorization to use the selected payment method; or

• Other details associated with the transaction.

Failure to provide reasonably requested verification may result in the order being delayed or cancelled.

Grace Laurel will never ask you to send your full payment-card number or card security code by email.

24. Declined or Failed Payments

A payment may be declined for reasons including:

• Insufficient funds;

• Incorrect payment details;

• An expired card;

• A billing-address mismatch;

• Bank security restrictions;

• International payment restrictions;

• A card limit;

• Fraud-prevention controls; or

• A temporary technical issue.

When payment fails, no valid order may be created.

Please verify your payment details, contact your payment provider, or choose another available payment method.

Grace Laurel generally cannot see the exact confidential reason why a bank or payment provider declined a transaction.

25. Duplicate Charges or Pending Authorizations

In some cases, a failed or repeated checkout attempt may create a temporary pending authorization on your account.

A pending authorization is not always a completed charge. Banks and payment providers may automatically release unsuccessful authorizations after several business days.

Contact your bank or payment provider when a pending authorization remains visible.

If you believe Grace Laurel charged you more than once for the same completed order, contact support@gracelaurel.com and provide:

• Your order number;

• The charged amounts;

• The transaction dates; and

• A screenshot showing the relevant transactions.

Please conceal full card numbers and other sensitive financial information before sending a screenshot.

26. Refunds

Approved refunds are issued to the original payment method unless another method is expressly agreed upon and legally permitted.

After Grace Laurel processes a refund, your bank or payment provider may require additional business days to credit the amount to your account.

Grace Laurel does not control third-party banking or payment-processing times.

Further information about returns and refunds is available in our Return and Refund Policy.

27. Chargebacks and Payment Disputes

Please contact us at support@gracelaurel.com before opening a payment dispute whenever possible.

We will make reasonable efforts to investigate and resolve issues involving:

• Missing orders;

• Incorrect products;

• Damaged products;

• Duplicate charges;

• Refunds; or

• Unauthorized transactions.

Opening a chargeback does not remove the need to provide accurate information and relevant evidence to your bank or payment provider.

We reserve the right to provide order confirmations, tracking records, delivery confirmations, customer communications, and other relevant transaction information to payment providers when responding to a dispute.

28. Pricing Errors

We make reasonable efforts to ensure that all prices and product information are accurate.

However, obvious typographical, technical, or system errors may occasionally occur.

When an obvious pricing error affects an order, we may contact you to:

• Confirm whether you wish to proceed at the correct price; or

• Cancel the affected order and issue a refund.

We will not add undisclosed mandatory Grace Laurel fees after checkout.

29. Contact Information

For questions regarding shipping, delivery, tracking, payments, or order issues, contact:

Grace Laurel Customer Support
Email: support@gracelaurel.com

Please include your order number whenever possible so we can assist you efficiently.

30. Applicable Consumer Rights

Consumer protection laws may vary between Canadian provinces and territories.

Nothing in this Shipping and Payment Policy is intended to exclude, restrict, or replace any mandatory right or remedy available under applicable Canadian federal, provincial, or territorial law.

Where this policy conflicts with a mandatory legal requirement, the applicable mandatory requirement will prevail.