Refund policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • Unworn and unused
  • In its original condition
  • With original tags attached
  • In original packaging
  • Accompanied by proof of purchase

To start a return, please email hello@graciousnz.com with the following details:

Returns Request – Email Template

  • Order Number:
  • Reason for Return (e.g. wrong size or faulty item – please describe the fault):
  • Returning Items:
    • Item Name:
    • Size:

Once we receive your email, we will confirm the next steps and provide return instructions.

Please note:

  • Returns must be sent back within 14 days of receiving your order.
  • Return shipping costs are the responsibility of the customer.
  • Shipping costs are non-refundable.
  • Items sent back without first requesting a return will not be accepted

Change of Mind

We understand that sometimes a purchase isn’t quite right.

If you change your mind, approved returns will be issued as store credit only. We do not offer refunds for change-of-mind returns.

Store credit:

  • Has no expiry date
  • Will be issued once the returned item has been received and inspected
  • Is typically processed within 4–5 business days after delivery

Exchanges

We do not offer direct exchanges.

If you would like a different size or style, please return your item for store credit and place a new order for your preferred item.

Damages and Issues

Please inspect your order upon receiving it.

If your item is defective, damaged, or you have received the wrong item, contact us at hello@graciousnz.com within 14 days of delivery so we can assess the issue and resolve it promptly.

Where an item is assessed and confirmed as faulty, a refund will be issued to your original payment method.

Non-Returnable Items

We do not accept returns on:

  • Sale items
  • Gift cards

If you have questions about a specific item, please contact us before purchasing.

Refunds (Faulty Items Only)

We will notify you once we’ve received and inspected your return.

If your item is confirmed as faulty, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@graciousnz.com.