FAQ

How do I return an item?

Initiating a return is easy! Simply visit our returns portal and follow the prompts. All return requests must be submitted and approved through this portal before shipping items back to us. To view our return policy, visit our returns page.

How do boxless returns work?

We are excited to now offer boxless returns, which helps reduce packaging as more items can fit into shipments, and therefore reduces trucks on the road. If there is a boxless return drop off site within 20 miles of your address it will appear as an option as you are submitting your return request through the returns portal. When this option is selected you will receive an email with a QR code. Simply take your unboxed items to the specified drop off site, show the sales associate your QR code, and they will box, label, and ship the items to us.

How will I receive my refund for items I am returning?

All refunds are issued back to the original method of payment. If the order was paid for by a combination of a gift card and a credit card, the refund will be issued accordingly with the gift card being refunded first. 

Can I return items from multiple orders in one shipment?

Yes, if you choose to use your own carrier to ship the returns. To do so, you must create one RMA (return merchandise authorization) per order through our returns portal and select ‘Use My Own Carrier’ for the return method for each order. Place all of the items inside of one package, separated by order, along with the printed RMA for each order and then take the package to the shipping center of your choice to be shipped.

I requested a return shipping label that I later canceled, but now I need it again. How can I get another one?

Our returns portal is only able to issue one return shipping label per order, so if a shipping label is canceled for any reason after it has been issued the portal is unable to reissue another shipping label for any items from that order. To initiate the return again, you can either create a new RMA (return merchandise authorization) through our returns portal and select ‘Use My Own Carrier’ for the return method, providing your own shipping label for the return, or you can contact customer care via our contact page for assistance with a new shipping label.

How can I make a change to the items on my Return Request/RMA (Return Merchandise Authorization)?

If a situation arises where you need to make a change to your RMA, please reach out to customer care through our contact page and we will be happy to assist you.

I requested a return shipping label, but have not received it. What should I do?

Return shipping labels are sent to the email address that was provided when placing the order that is being returned. Because the label is sent from our returns portal system, the email address (no-reply@returns.narvar.com) is sometimes unrecognized by email providers and therefore filtered into spam/junk folders, so we recommend always checking those folders. If you are unable to locate the shipping label in your spam/junk folder, please reach out to customer care through our contact page and we will be happy to assist you.

My item is damaged, what do I do?

Our apologies! Though our goal is to get things right every time, mistakes do happen and we apologize if you have experienced one of them. Please visit our returns page for details on how to report your damaged item and we’ll be happy to get this corrected for you!

Help! 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?

Cancellation requests may be sent via our contact page, and if your order has not yet begun processing we would be happy to honor your request at that time. Please know, however, that it is our goal to ship your order as quickly as possible, therefore it is possible that your order may begin processing before the cancellation request has been seen by our Customer Care team. Should this occur, Customer Care will be happy to guide you through how to return the items once the order is received.

I received an incorrect item and/or an item is missing from my order, 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!

Tracking shows my item has been delivered, but I have not received it. What should I do?

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.

Do you offer order pickup?

We do! If you are local to Austin, TX, we are happy to offer the option to pick up your order at our warehouse, either inside or curbside. Once your order has been fulfilled and is ready to be picked up, you will receive an email with instructions. Orders will be held for 7 days, orders that are not picked up within this window will be canceled and refunded.

Can I create a wish list to share with others?

Yes! Simply sign in your Grace and Lace Rewards account (or register for a new account if you do not already have one by clicking “sign in" at the top of the homepage) and shop as usual. As you find items you’d like to add to your wish list, select the color and size you’d like, then click “Add to Wish List”. To view your wish list, click “wish list” at the bottom of the homepage. From there, you can remove items from your list, add your wish list items to the cart to purchase yourself, or share your wish list with others by clicking the “Share Wish List” button.

Is package protection available to customers outside of the United States?

Currently we are only able to offer package protection as an option to our domestic customers.  Package protection will not be shown as an option to those residing outside of the United States.

Why is package protection automatically added to all of my orders? 

We know that you are excited to receive your Grace & Lace order so we want to do everything we can to ensure that the products that you ordered are delivered to you. While package protection is optional on all orders it is a service that we strongly recommend including each time you purchase from us.

What is the cost of adding package protection to my order?

Package protection is offered per order at a very low flat fee. No matter the value of your purchase the coverage is still the same.

I don’t want to pay for package protection on my order. How do I remove it?

Package protection is automatically added to every order for a minimal fee to ensure that you get the products that you ordered. If you choose to remove it from your order you are taking on the responsibility for the shipment once it is in transit. If you are ok with accepting that responsibility and the risks associated with it you can remove the shipping insurance by switching the package protection toggle button to ‘off’ when you reach checkout. Please note that package protection cannot be disabled by removing it as an item in your cart.

I didn't mean to add package protection to my order. How do I remove it after I've already paid?  

If your order has already shipped there is not a way to opt out of the package protection that was included on your order. However, if your package has not left our warehouse you may reach out to our customer care team at support@graceandlace.com to check the status of your order.  If possible, our customer care team will reimburse you for the cost of the package protection or if requested cancel your order and have you reorder.  Keep in mind that we cannot guarantee that the same styles or sizes will be available at the time of reorder.

What is the process to notify you that my package was never received?  

If the carrier shown on your tracking information has indicated that your package has been delivered but you have not received it please reach out to our customer care team at support@graceandlace.com for instructions on how to proceed with filing a loss form.  

When is a replacement issued? 

There will be a 5 business day waiting period after the loss form is filed with Grace and Lace to allow time for the necessary steps to be taken to try to recover the package. After the waiting period, if all necessary forms have been filed and the package is still missing or the carrier has acknowledged an issue, we will replace the items in your order.  Please note that we cannot ensure that the same styles or sizes will be available for replacement at the time your loss is filed.  If replacing your items is not an option you may choose between store credit or a refund for any styles not available for replacement.

If you are reporting theft or a stolen package and the items in your order are no longer available on our website, you will be reimbursed through merchandise credit only (ie no refunds will be processed to the original form of payment).

What happens if my package was lost but I didn't add package protection to my order? 

If you opt out of package protection you are accepting responsibility for the shipment once it is in transit.  If the package is lost, damaged or stolen, a resolution must be reached between the carrier and the customer, independent of Grace and Lace.

Are there any restrictions or exclusions in which orders would not be covered by package protection?

Yes. Packages that are dropped shipped to a third party location (Post/Mail store, hotel, place of business, an apartment complex with a mail hub etc) in which the package is handed over from the carrier to an independent third party before being delivered will not be covered by package protection.

Additionally no more than three claims per year per customer will be covered by package protection.

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.

Can I apply more than one coupon code to my order?

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.

How do I apply a coupon code to my order?

Coupon codes must be entered into the “discount code” box that appears during the final steps of the checkout process, and must be entered after all items have been added to the cart. 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, an item being purchased is excluded from coupons, there is a minimum purchase amount required that has not been met, additional codes cannot be applied to promotional items, or the code entered is not valid on purchases shipped outside of the U.S.  Please note: unless otherwise stated, shipping discount codes can only be applied to U.S. 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.

Thank you so much for sharing your love of Grace & Lace with your friends!  We really appreciate it. 

If the friend that you referred completes a purchase, a coupon code will be emailed to you after a 7 day waiting period following the referred friend’s purchase.

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.

How can I select whether a gift card is shipped or emailed to the recipient?

You may select either option on our Gift Cards page. E-Gift Cards will be sent by email and physical Gift Cards will be shipped by mail.

When purchasing a gift card, can I order other items on the same order?

To assure that your gift card is processed correctly, we recommend that you sign into your account 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. If you do not already have an account, you can register for one by clicking “sign in” at the top of the home page.

Can I have a gift card sent directly to the recipient?

Physical Gift Cards can be shipped directly to the recipient by entering their address as the shipping address at checkout. E-Gift Cards are automatically emailed to the purchaser’s email address, however you can forward it to your gift recipient by pressing the “Send to a Friend” button. This will auto generate an email that goes directly to your recipient.

I ordered an e-gift card, why haven’t I received the email yet?

We have found that sometimes e-gift card emails are automatically filtered to junk/spam folders, so we recommend checking these folders if you have not yet done so.  If you are still unable to locate your email within 2 business days from ordering your e-gift card, please send us an email via our contact page and we would be happy to further assist you.

Can I use my gift card on Grace & Lace items sold at local boutiques and marketplace events?

Gift cards are only valid on our official website, www.graceandlace.com.

How can I check the remaining balance on my gift card?

Our system does not currently provide a built-in way for customers to check the balance of a gift card online. However, there is a quick and easy way that you can check it yourself by simply adding some products to your cart until the total in the cart is greater than the original value of the gift card. Then proceed as if you were placing an order (that you will not actually submit) and enter the gift card number on the checkout screen to see how much the gift card deducts from your total. You can then close out of the screen and empty the items from your cart, unless you wish to proceed with placing the order for the items you added to your cart. 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.

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.

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.

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 'Cancellations & Order Changes' 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 for a specific product?

Each of our product pages has a ‘sizing’ tab that contains product measurements and sizing tips. We recommend comparing this information with your own measurements to assist you in determining the best size to order for that specific product. Our measurement guide is a great resource that will walk you through taking your own measurements.  Please allow a tolerance of up to 1/2" for each measurement.

Additionally, our ‘description’ tab thoroughly describes the product, including elements like stretch that may be helpful in making your selection. Our ‘video tab’ is also a very helpful resource, as Melissa discusses the product in detail, giving tips for sizing, explaining the material and fit, and showing the product on different sized models, etc.

What are ‘Final Sale’ products?

All purchases of 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.

What is G&L Outlet?

G&L Outlet is part of Grace & Lace. Our Outlet store offers styles you know and love up to 80% off! There’s always new styles to discover so make sure to check back often!

Can I return or exchange anything from G&L Outlet?

All sales are final and cannot be returned or exchanged.

When ordering products from the outlet can I combine it with orders from the main page to be shipped together?

Yes! Outlet items can be purchased in combination with products on our main Grace and Lace website.  They will contain the same order number, will be shipped together from the same warehouse and can therefore be tracked with the same information.

Will I still qualify for my free shipping benefits if ordering exclusively from the outlet site or in combination with the main store?

Yes! Free shipping thresholds are valid for carts containing outlet items that are either exclusively outlet items or a combination of outlet products and products from our main site.  Free shipping will show up as an option when you check out depending on your G&L Perks tiers status and/or the subtotal in your cart.

Will my coupon code be valid to be used on the Outlet site like it is on the main site?

Outlet items are not eligible for additional discounts through the use of a coupon with the exception of your birthday coupon (see more below).

Can I apply my birthday discount to Outlet products?

Yes! We want you to select whatever you would like for your birthday so there are no restrictions on the redemption of your birthday coupon other than it cannot be applied to the purchase of a gift card.

Will my gift card work to pay for orders from the outlet site?

Yes! Gift cards can be redeemed as a form of payment to process the order of your outlet items, items from the main site or a combination of both.

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

We do!  Please visit our wholesale page to apply for a wholesale account.

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 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.