Returns & Refunds Policy

Thank you for shopping with Gwen & Grace Boutique London. We hope you are delighted with your purchase. However, should you need to return an item or cancel your order, we are here to help.

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1. Returns

1.1 Eligibility for Returns

You may return items within 30 days of receipt, provided the following conditions are met:

• Items must be unused, unworn, and in their original condition.

• All original tags and packaging must be intact.

• Items must be returned to the designated warehouse address (see Section 6).

• Items such as earrings, intimate garments, and personalised items are non-returnable for hygiene and customisation reasons.

Please note: Return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked delivery service. We are not responsible for items lost in transit.

1.2 How to Initiate a Return

Please email info@gwenandgrace-london.com with the following:

• Order number

• Reason for return

• Photos (if item is faulty or incorrect)

• Full name and delivery address

Once approved, we will provide you with the correct return address. Do not return items to the original sender address.

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2. Refunds

2.1 Processing Refunds

Once your return is received and inspected, we will notify you of the approval. If approved, you will be refunded via your original payment method within 3–5 business days.

Please allow additional time for your bank or credit card provider to process the refund. If more than 15 business days have passed since approval, please contact us.

2.2 Late or Missing Refunds

If you have not yet received your refund:

• Check your bank or credit card statement

• Contact your provider for any delays in posting

• If unresolved, email us at info@gwenandgrace-london.com

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3. Order Cancellations

As our fulfilment process is fully automated, your order will typically be processed within a few hours—often fulfilled the next working day.

You may only cancel your order if it has not yet been fulfilled.
To request cancellation, contact us immediately at info@gwenandgrace-london.com. If the item has already been fulfilled, cancellation is no longer possible and you must wait for the parcel to arrive before initiating a return.

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4. Damaged or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, notify us immediately via email, including clear photographs of the issue.

We will send a replacement at no extra cost. If the replacement is also faulty, we will offer a full refund or return option. 

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5. Returns Address

As outlined in our Shipping Policy, Gwen & Grace Boutique London operates in collaboration with carefully selected production facilities and warehouses located in various Asian countries. By managing every step of the process ourselves, we uphold the highest standards of quality control. This direct approach allows us to offer beautifully crafted, exclusive items at exceptional value — paired with secure and efficient international delivery.

However, please note that our return process may differ from what you are accustomed to. All returns must be sent to our partnered supplier’s warehouse in China. We will provide the precise return address upon approval of your return request.

Gwen & Grace Boutique London is not responsible for any return postage costs. These must be covered by the customer.

Please consider this carefully if you intend to order multiple items for the purpose of trying them on, with the intention of returning those you do not wish to keep.

Do not send your item back without first receiving our return instructions via email. Unauthorised returns may not be accepted or processed.

Our returns policy is binding and must always be respected.

If you have any questions regarding your return or cancellation, please email us at info@gwenandgrace-london.com. We’re here to assist you with warmth and care.

Warm regards,
Gwen & Grace Boutique London