top of page
30003118_7.jpg

Returns & Exchanges Policy

At GRACHE, we want you to love your purchase! However, if you’re not completely satisfied, we’re here to help!

Please review our returns and exchanges policy before proceeding with your request.

Eligibility for Returns & Exchanges

We accept returns and exchanges under the following condition: 

  • The item(s) must be unworn, unwashed, unmarked, unscented, and unaltered, with all the original tags attached and kept in their original transparent packaging.

  • The item(s) must be returned in the original GRACHE polymailer. If the original polymailer is unavailable, you may use any other polymailer/carrier as long as the item(s) is securely sealed and with your name and order number indicated clearly at the front of the polymailer/carrier.

  • All returns and exchanges must be initiated within 14 days of receiving your order.

  • All returns and exchanges will strictly be refunded via store credits ONLY. We do not offer cash refunds.

  • In the event you wish to opt for a size exchange, kindly return item for store credits and place a new order.-Purchases made with store credits can only be returned up to twice and further returns with the same set of store credits will not be accepted.

  • Returns and exchanges are only applicable for orders made directly from our website.

  • Sale items are not eligible for return or exchange.

  • All shipping for returns/exchanges is at the customer’s cost.

  • The item(s) remain as your responsibility until they are received by us. To ensure a smooth return process, please package your item(s) securely to prevent any damage and use a tracked shipping service for added security.

  • We strongly encourage customers to fulfil the exchange/returns request within the stipulated time frame to ensure validity. Any requests made beyond the timeframe will not be accepted.

  • Returns and exchanges are not guaranteed, as they are assessed on a case-by-case basis to ensure they meet our eligibility criteria.

  • In the event the requested exchange item is out of stock, store credits (valid for 1 year) will be issued.

  • Processing time for exchanges/returns takes up to 7 business working days (excluding weekends and PH/Eves of PH) from the day we receive the item.

  • GRACHE reserves the right to reject any exchanges/returns if the above conditions are not fulfilled. If your return is rejected, you will be responsible to arrange for your own delivery service to retrieve the item(s) back.

How to Initiate a Return or Exchange

​

  • Email to sales@gracheofficial.com with your order number, item(s) you wish to return/exchange, and the reason for the request. If your item is defective or incorrect, we sincerely apologise for the inconvenience. In such cases, kindly attach a clear close-up photo of the defect or incorrect item for verification. 

  • Once we have reviewed your request and approved the return, we will provide you with the return address and shipping instructions. Please ensure that the items are securely packaged and shipped back to us within 7 days for local orders and 14 days for international orders from the date of return approval. We highly recommend using a tracked shipping service to avoid any issues with lost or undelivered parcels, as the item remains your responsibility until it reaches us.

  • After receiving your return, we will conduct an inspection to ensure it meets our eligibility criteria. If the return is accepted, we will process your store credit within 5-7 business days. The store credit will be sent to you via email and can be used to place a new order for an exchange or to purchase another item of your choice. 

For any further questions or assistance, feel free to reach out to us at sales@grache.official.com

bottom of page