Clicky

FAQ

ACCOUNTS

What is the advantage of registering for an account?
There are many perks to registering for an account! Accounts allow our Customer Care team to assist you more quickly and efficiently. They also allow you to view your order history, receive up to date order statuses, create and share wish lists, and store addresses for quicker checkouts.

Can I create a wish list on graceandlace.com to share with others?
Yes! Simply log into your account (or register for a new account if you do not already have one), click on “wish lists” on the left hand column, and follow the prompts, being sure to check the “I want to be able to share this wish list” box if you wish to share it with friends and family. To add an item to your wish list, click the “add to wish list” button found on the item’s listing. To view your wish list, return to “my account” and select “wish lists”. Once you open up your wish list, there is a shareable link at the bottom that you can send to friends and family via email, text, social media, etc.

PROMOTIONAL DISCOUNTS

How do I apply the current promotion to my order?
The process is different for each promotion, depending on the offer. Some promotions require a coupon code, some are applied automatically at checkout, some may require you to select a free gift, etc. Full details and instructions for the current promotion are always outlined at the top of the shopping cart screen.

I recently purchased an item and now it’s on sale. Do you offer price-adjustments?
Each of our promotions are valid for specific time frames only and we are unable to apply promotional prices to orders outside of that time frame.

COUPON CODES

Can I use more than one coupon code?
Only one coupon code may be applied per purchase.

Can I apply a coupon code I just received to a previous order?
​Coupon codes must be entered during checkout to apply to an order. Likewise, each of our promotional codes are valid for specific time frames only and we are unable to apply them to orders outside of that time frame.

When/Where do I enter the coupon code?
Coupon codes must be entered into the box that appears during the final steps of the checkout process, and must be entered after all items have been added to the cart. We have found that some internet browsers do not display our coupon code box correctly. If this is the case, please try using another browser. Please remember that we cannot retroactively apply coupon codes for you.

I entered a coupon code and it didn't apply, why not?
There are several reasons why a coupon code may not apply.  Possible reasons are: the code was entered before adding all items to the cart first, it is a one time use code that has already been used, the code has expired, there is a minimum purchase amount required that has not been met, or the code entered is not valid on purchases shipped outside of the U.S.  Please note: shipping discount codes can only be applied to U.S. orders and cannot be applied to any wholesale orders.  If you are trying to enter a code that does not apply and does not fall under one of these exceptions, please email us via our contact page for assistance.

SHIPPING

Can I send part of my order to a different address?
We only ship to the shipping address provided at checkout and cannot ship to multiple addresses. Please consider placing multiple orders should you desire your items to ship to various locations.

When can I expect my in-stock items to ship?
Please refer to the shipping section of our website for details.

When can I expect my back-ordered and pre-ordered items to ship?
U.S. Customers: Please refer to the shipping section of our website for details.
International Customers: All international orders containing back-ordered or pre-ordered items will ship in one shipment once the entire order is ready.

GIFT CARDS

Can I have a gift card shipped rather than emailed?
All gift cards are automatically sent electronically. Please note: To assure that your gift card is processed correctly, we recommend that you log into your account (or register for an account if you do not already have one) before purchasing one, and that you order the gift card as a single item in a separate purchase from any other items you wish to purchase.

Can I have a gift card emailed directly to myself instead of to the recipient?
You sure can! Gift cards are delivered to the email address placed in the “delivery email” field on the order form.  So, if you'd like to have it emailed to yourself, simply enter your own email address in the “delivery email” field. You can then either forward the email to the recipient or download and print out the gift card to deliver it personally.

I ordered a gift card, why haven’t I received it by email yet?
Promotional emails can sometimes be automatically filtered to junk/spam folders, so please be sure to check these folders if you have not received it in your inbox.  If you are still unable to locate your gift card email within 2 business days from ordering it, please send us an email via our contact page.

Can I use my gift card on Grace & Lace items sold at local boutiques and market place events?
Gift cards are only valid on our official website, www.graceandlace.com.

How can I check the remaining balance on my gift card?
This information can be found on our website. Once logged into your account, please visit our gift cards page and select “Check Remaining Balance”. When prompted, enter your gift card number and your remaining balance will be shown. If for any reason your card balance is unable to be located, please send us an email via our contact page and we would be happy to further assist you.

PRE-ORDERED & BACK-ORDERED ITEMS

I purchased a "pre-ordered" item, what does that mean?
You purchased one of our newest items and it is not available to ship quite yet. Please visit our shipping page for information on ship times for these items.

I purchased a "back-ordered" item, what does that mean?
The item you purchased is currently out-of-stock and we are awaiting another shipment. Please visit our shipping page for information on ship times for these items.

PAYMENT

What forms of payment do you accept?
We accept MasterCard, Visa, American Express, and PayPal.  Please note that some credit card gift cards are not compatible with our software.

Who pays customs fees for international shipments?
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to purchasing.

Why isn’t my credit card going through?
Please be sure that both the name and the credit card number is entered exactly as written on the credit card.  For easier credit card processing, please first consider registering for an account on our website, being sure to enter your billing address exactly as it appears on your credit card statement.  International Customers: When registering for an account, if you are unable to enter the address exactly as your country requires, please send us an email via our contact page with your complete address and we will attempt to format it for you. If the issue continues, please consider using a different form of payment, such as PayPal.

Why is my credit card charged before my items ship?
Our software requires that we charge credit cards at point of sale. Please refer to the Returns or Cancellations sections of our policies page should your order require a refund.

ORDER CONFIRMATIONS & PACKING SLIPS

Why does my order confirmation show my item is more expensive than it shows on the website?
By law, we are required to charge tax in our home state of Texas. Your item totals reflect the unit price plus tax.

Some of the items I ordered do not appear on my packing slip, where are they?
Sometimes when an item is back-ordered for an extended period of time, we split the order and create a second packing slip. This means you should expect another package. You will receive another email confirmation when your subsequent package ships.

ORDERS

Wait, I ordered the wrong color/quantity/product!
We are happy to help! Simply send us an email via our contact page, and we will certainly do what we can to adjust your order for you. Please know that our goal is to ship orders as quickly as possible. For this reason, it is possible that your order may ship before we are able to adjust it for you. Our Customer Care team will be happy to assist you should this occur.

How do I cancel my order that has not yet shipped?
It is our goal to ship your order as quickly as possible, therefore it is possible that your order may ship before a cancellation request has been seen by our customer care department. Cancellation requests may be sent via our contact page, and if your order has not begun processing, we would be happy to honor your request at that time. Should your order ship before the request is honored, we will process as a return.

I received something other than what I ordered, what do I do?
We’re sorry to hear this! Although our fulfillment error rate is far below industry average, mistakes do sometimes happen. Please notify us via our contact page, and we’ll get it sorted out for you!

My item is damaged, what do I do?
Our apologies! Though each product is inspected for quality assurance before shipping, it is possible to receive a damaged item. For this reason it is important to open and inspect your items as soon as you receive them. Please notify us via our contact page within 14 business days of receiving your package if there is anything wrong with your item(s). We cannot replace damaged items outside of this time frame.

What if I did not receive my package and tracking shows as delivered?
We are sorry to hear this! You will need to contact the appropriate postal service (USPS or UPS) for assistance.  If your order was shipped USPS, you may contact them online through the USPS website, where you can enter your tracking number, select Customer Service FAQ, and complete the online request for the delayed mail report. If your order was shipped via UPS, you may contact them via the Customer Service number on their website. Grace and Lace is not responsible for mail that is lost by the postal service. Thank you for your understanding.

PRODUCTS

Will your products fit me?
To assure the best fit with any of our items, please see the "Fit and Care" section on each specific item's page and compare your own measurements to the measurements given for that item.

Why do some products say “Final Sale” after the product name?
All purchases for these items are final, and cannot be returned or exchanged at any time. These items are clearly marked “final sale” in both the product description and the drop-down menu selection used to add the item to the cart. They are also clearly marked next to the item name in the cart, on the order confirmation, and on the packing slip.

WHOLESALE

I'm interested in offering Grace and Lace products in my boutique, do you have a wholesale program?
We do!  If you’d like to apply for a wholesale account, please visit our wholesale page to set up a customer account under the "Wholesale" tab (being sure to follow the 2 steps), and you will be contacted within two business days with login information.  Please note that a minimum of 15 items must be purchased in order to qualify for wholesale pricing.

CONTACT

Do you have a phone number?
The best way to get in touch with us is through our contact page, as all emails are typically responded to within one business day. Thank you for your understanding.

I sent a message via the contact page, why haven’t I received a reply yet?
There are typically two reasons we’ve found that customers may not receive our reply. The most common reason is that our email has been automatically filtered to a junk/spam mail folder due to mail settings and filters set up on the email account. Please always be sure to check your junk/spam folder, in addition to your inbox.  The other reason we typically find is that there was a typo in the email address when the contact form was filled out, and our reply was sent back to us as undeliverable. If you are still unable to locate an email reply from us within 2 business days, we ask that you please submit your inquiry again via our contact page.

AFFILIATE PROGRAM

How do I become an affiliate?
To be considered for our affiliate program, please apply to our program and we will be in touch.

×
×