Shipping & Returns

Shipping

We ship all domestic and international orders using DHL Express. 

Shipment confirmation and Order Tracking:
You could request Shipping confirmation and Tracking information from us or the shipment carriers. 

Damages:
We are not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.

Customs, duties, and taxes:
We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibilities of the customer (tariffs, taxes, etc.).

Contact us at pr@victoriagracefashion.com for any further details.

General Information
The goods will be delivered to the address that was stated when the order was placed. If the recipient’s address is stated incorrectly, the customer shall bear the additional costs incurred. The same applies if the goods cannot be delivered. The preparation and shipping costs shall be borne by VICTORIA GRACE FASHION for deliveries to the specified countries. The goods will be sent through a delivery firm selected by VICTORIA GRACE FASHION, directly to the address specified by the customer. VICTORIA GRACE FASHION is entitled to perform partial deliveries.

NON-SIGNATURE DELIVERY
DHL can deliver to certain destinations without obtaining a signature. Please note, that if you choose this option and no signature is collected, either leaving in a safe place or with a neighbour, you agree to our terms and conditions and, confirm that VICTORIA GRACE FASHION can leave your package(s) outside the premises at the shipping address provided by you or with a neighbour without obtaining a signature for proof of delivery and take full responsibility for any loss or damage that may occur. On occasion, DHL may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at pr@victoriagracefashion.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at pr@victoriagracefashion.com.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You will be responsible for paying for the shipping costs for the returning item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

If you are shipping an item over £99, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at pr@victoriagracefashion.com and send your item to: Flat 3, 4 Algernon Road, London, SE13 7AT

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

For sale items only, our policy has a 14 day cancellation period starting from the day after you receive the goods. You must inform us within this time that you will be returning the goods and wanting a refund/exchange/credit note, and we must receive the physical goods back within 28 days.

To be eligible for a return, your item must be unused and in the same condition that you received it.

To complete your return, please inform us you will be returning the item, send us the tracking number and also send a proof of purchase or order number in the package. 

There are certain situations where only partial refunds are granted: 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.  Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at pr@victoriagracefashion.com or call us on 07500500523.