Refund Policy

Refund & Return Policy

Important: Returns are not free of charge. The cost of return shipping is the responsibility of the customer.

Returns

Can I return my order? Yes, returning an item is possible. If you are not completely satisfied with your purchase, you may request a return within 14 days after delivery.

To qualify for a return, the following conditions must be met:

  • The product must include all original parts, accessories, and packaging, and must be returned in the same condition in which it was received.

  • The item must show only signs of normal and careful use. Damage caused by improper handling will not be accepted.

  • Products where hygiene is a factor (e.g., intimate items or specific accessories) must be properly cleaned before being returned.

  • If a product is defective, the issue must be reported to us immediately upon delivery.

  • Grace & Lily Charleston reserves the right to refuse returns if we determine that items have been used improperly or damaged due to reasons not caused by us.

How to Start a Return

If your order meets the requirements listed above, please follow these steps:

  1. Email us: Send a message to info@gracelilycharleston.com.

  2. Include the following details:

    • Order number

    • Reason for the return request

    • Photos of the product (required if the item is damaged or broken)

    • Your full name and shipping address

  3. Wait for Approval: After reviewing your request, we will provide the correct return address.

Note: Please do not send items back to the sender address listed on the original package. This may result in lost returns or significant delays. The correct return address will only be provided once your request is approved.

Right of Withdrawal

As a consumer, you have the right to cancel your purchase within 14 days of receiving your order (or when a third party designated by you receives it).

  • Automated Processing: Because our system is fully automated, orders are processed immediately. Therefore, orders cannot be cancelled while they are in transit.

  • Notification: To exercise this right, you must clearly notify us at info@gracelilycharleston.com.

  • Completion: The withdrawal process is considered complete once the returned goods have been received at our warehouse.

Orders Already in Transit

Many of our products are shipped from international warehouses. If your order has already been shipped, cancellation is no longer possible. Please wait to receive the product and then begin the formal return process. We recommend sending us proof of shipment or a tracking number once you have sent the return to speed up processing.

Refund Process

If you withdraw from this contract, Grace & Lily Charleston will refund payments received from you, excluding the original delivery costs (unless a more expensive shipping method was explicitly chosen by the customer).

Refunds will be processed within 30 days after:

  1. We receive your withdrawal notification, and

  2. The returned goods have arrived at our warehouse and passed inspection.

Refunds will be issued using the same payment method used for the original transaction. No additional fees will be charged for processing the refund.

Return Shipping Destination

All approved returns are sent to our central international warehouse located in Asia.

Please be aware that all return shipping costs are the responsibility of the customer and may involve international shipping rates.