FAQ

How do I return an item?

Start a return via the Grace & Lace Returns Portal. Follow the steps to generate a shipping label and RMA.

How will I receive my refund?

Refunds go back to the original payment method. Gift card funds are refunded first if used.

Can I return multiple orders together?

Yes — if you use your own carrier, you can combine multiple orders into one shipment.

What if my item is damaged or incorrect?

Contact customer care via the Contact Us page. 

Can I change or cancel my order?

You can request a change or cancellation via the Contact Us page before your order begins processing. Grace & Lace aims to ship quickly, so sometimes the order may already be in process. Customer care can assist.

Where are orders shipped?

Domestic and international shipping options are available. Check the Shipping page for times and costs.

How can I track my order?

Once your order ships, tracking details will be emailed. If you can’t find it, contact customer care. Be sure to check your spam folder. You can also log into your account to view tracking

Can I ship to multiple addresses?

Grace & Lace can only ship to one address per order. To send to multiple recipients, place separate orders.

Can I create a wish list?

Yes — log in or create an account, then add items to your Wish List to view later or share.

What is package protection?

It’s optional coverage for lost, stolen, or damaged orders during transit. Protect your items for a small fee at checkout.

Is package protection automatic?

No, you will need to toggle it on at check out, in order for it to apply.

Can I remove protection after ordering?

Please reach out to the customer care team to assist.

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 each promotion is outlined on the promotion’s page on our website.

I recently purchased an item that is now 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.

How do I apply a promotion to my order?

Different promotions require different steps — some auto-apply at checkout, others use coupon codes. Check the specific promotion page for details.

Can I apply more than one code?

No. Only one coupon code may be used per order.

Why didn’t my coupon apply?

Potential reasons:

• The code was entered before all items were in the cart
• It's expired or already used
• Some items are excluded
• Minimum purchase requirements weren’t met
• The code isn’t valid outside the U.S.

Why didn’t I get my referral coupon?

Referral coupons are emailed 7 days after the referred friend makes their first purchase. If it’s been longer, contact customer care.

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 our shipping page for details.

When can I expect my back-ordered and pre-ordered items to ship?

U.S. Customers: Please refer to our shipping page 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.

Can I use a gift card at local boutiques or events?

No — gift cards are valid only on the official Grace & Lace sites Grace and Lace and G&L Outlet.

How can I check my gift card balance?

Add items to your cart until the total exceeds the card value, then enter the gift card number at checkout (you won’t need to complete the order).

What does pre-ordered mean?

You ordered an item not yet released. Refer to the Shipping page for expected ship dates.

What if an item is back-ordered?

The item is pre-order and not yet available for shipping. When the item arrives as noted on the ordering screen, your item will be fulfilled

What forms of payment do you accept?

We have a number of options available! Please visit our policies page to view a list of them.

How are duties and taxes handled for international shipments?

As of October 2024, duties and taxes are now calculated at checkout for all international orders. For more information please visit the Duties and Taxes page on the FedEx website.

Why isn’t my credit card going through?

Please be sure that both the name and the credit card number are 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 a message 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 cancellations section of our policies page for details should you need to request that your order be canceled.

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 most states. 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 order includes a pre-ordered item, we split the order into two shipments so that the items that are available now are not held up by the pre-ordered items, so we recommend reviewing the order confirmation email to see if any of the items you ordered were pre-ordered. If so, your pre-ordered items should ship in a separate shipment as soon as they are available and you will receive another email confirmation at that time. If your order confirmation does not include pre-ordered items, please send us a message via our contact page and we would be happy to further assist you.

Where can I find sizing info?

Each product page has a sizing tab and measurement guide with detailed tips.

What are final sale items?

Final sale items can’t be returned or exchanged. They are clearly marked on the product and checkout screens.

I'm interested in offering Grace and Lace items in my boutique, do you have a wholesale program?

At this time, Grace & Lace does not offer wholesale or bulk purchasing. We are a direct-to-consumer brand and sell exclusively through our website.

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, but have not received a reply yet. What should I do?

There are typically two reasons we've found that customers may not have received 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.

The Grace & Lace VIP Perks program offers birthday coupons and exclusive benefits for loyal shoppers.

VIP Perks & Benefits

How do I become a VIP Perks member?

Grace & Lace VIP Perks include:

Early Access: Get first pick on select discounts and launches before anyone else.

Birthday Bonus: Enjoy a $20 coupon on your birthday when you spend $25+.

Free Shipping: Score free shipping on every order $85+

Priority Processing: Skip the lines with faster order handling just for members. 

Birthday Coupons

How do I make sure I’m signed up?

Add your birthday in the VIP Perks section — make sure it’s entered at least 8 days before your birthday.

How and when are birthday coupons sent?

If your birthday is registered and you’re subscribed to marketing emails, you’ll receive an email 7 days before your birthday with your coupon.

Do birthday coupons expire?

Yes — expiration is 30 days after your birthday

What if I didn’t get my birthday coupon?

Birthday coupons are sent automatically to VIP members who are subscribed to receive promotional emails.

Please note:

• If you registered for VIP less than 8 days before your birthday, your birthday coupon will be issued next year.
• You must be opted in to receive emails to get birthday and VIP coupons. If emails are consistently unopened, your address may be automatically suppressed.
• Duplicate customer profiles will result in disqualification from the VIP program and prevent coupons from being delivered.

If you believe there has been an error or you meet all eligibility requirements, please contact our Customer Care team, and we’ll be happy to review your account.