Refund policy

Returns, Refunds & Shipping (Word & Grace)

Returning unwanted items

All returns must be approved by our Support Team before you book a return.
Please email: support@wordandgrace.com

We offer a 30-day return policy. This means you have 30 days from the day you receive your item to request a return and receive a full refund (once approved).

To be eligible for a refund on an unwanted item, it must be:

  • in the same condition as received

  • unworn/unused

  • in the original packaging

Please keep proof of postage/return tracking, just in case your parcel is delayed or lost in transit.

When you send your return, please include:

  • your full name

  • your address

  • your order number

If a return arrives and we can’t identify it, we’ll hold it for 14 days while we try to match it to an order.

Return shipping costs for unwanted items are not refundable at this time. Customers are responsible for return postage. All returns must be sent back to our UK location.

If anything is unclear, we’re happy to help: support@wordandgrace.com

Cancelled orders

If you place an order and need to cancel before it ships, we offer a 6-hour cancellation window. Please email us as soon as possible: support@wordandgrace.com

Once an order is in the shipping system, it cannot be cancelled. In that case, please wait for delivery and then request a return.

Please note: if delivery is refused, some couriers may dispose of the parcel, and we may be unable to issue a refund. If you need help, contact us: support@wordandgrace.com

Refunds are processed by our customer service team and typically appear back in your payment account within 3–5 business days (some banks/payment providers may take a little longer). If you’d like confirmation, we can provide proof of refund from our store.

Damaged goods / missing items

Please check your order as soon as it arrives. If something is damaged, defective, incorrect, or the wrong size, contact us right away so we can make it right: support@wordandgrace.com

If you believe something is missing, please let us know. Larger orders may arrive in more than one parcel. We’ll check with our warehouse team and verify the parcel weight on our side.

Please provide clear photo and/or video evidence.

Damaged items must be returned to our UK HQ for inspection. If confirmed faulty/damaged, we will refund the amount paid to your original payment method.

Exchanges

The quickest way to request an exchange is to email us with “EXCHANGE” in the subject line:
support@wordandgrace.com

We’ll confirm availability and help you arrange a replacement as quickly as possible.