Return and refund policy

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Order Confirmation & Policy Acknowledgment

At Dahlia & Grace, we value clear communication throughout your shopping experience.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to our Return & Refund Policy. This acknowledgment is shown at checkout, which includes:

"By placing your order, you agree to our Refund & Return Policy."

Completing your purchase confirms that:

• You’ve reviewed the return eligibility criteria and timelines

• You understand that variations in fit, color perception, or small measurement differences are not considered defects

• You agree to follow the return process as outlined below

• In the event of a chargeback or dispute, this policy and all supporting order and communication documentation will be submitted as evidence

We’re always happy to clarify any part of this policy before you place an order.

 

Sizing & Expectations

We encourage all customers to consult our Size Guide before placing an order. If you're unsure about sizing, feel free to reach out — our team is happy to assist.

Please note: a 1–3 cm variation in garment measurements is standard due to the manual nature of apparel production and is not considered a defect.

 

Return Policy

You may return eligible items within 14 days of delivery, based on tracking confirmation. Items must be unworn, unwashed, and in their original packaging.

Please note that the following items are non-returnable and non-refundable:

• Lingerie, swimwear, earrings, and bodysuits

• Sale items

• Gift cards

This updated policy is effective as of August 6th, 2025. Orders placed before this date may fall under our previous return policy.

 

Return Eligibility

Return requests may be submitted for any eligible item, provided they are not listed as non-returnable. In addition, returns are accepted for items that are damaged or defective upon arrival — these items do not need to be returned.

Requests must be submitted within 14 days of delivery, based on tracking confirmation.

To be eligible:

• Items must be unworn, unwashed, and unused

• Must be returned in their original condition and packaging

• You must email us within the return window and receive return authorization before shipping

Items returned without meeting these criteria may be rejected or subject to a restocking fee.

Please note: Late delivery is not a valid reason for return if the item was shipped within our standard timeframe of 8–12 business days. Delays caused by couriers, customs, or external factors are beyond our control.

 

Non-Returnable Items

The following items are always non-returnable and non-refundable:

• Lingerie, swimwear, earrings, and bodysuits

• Sale items

• Gift cards

 

Unauthorized Returns

Items sent back without prior return authorization, or shipped to an incorrect address, will not be accepted and are not eligible for a refund.

 

How to Return an Item

Step 1: Request a Return Authorization

Please email our Customer Service team within 14 days of delivery. Include:

• Your order number

• The item(s) you wish to return

• The reason for return

We’ll reply within 1–2 business days with return instructions and a return authorization number.

Step 2: Package and Ship

Once approved, securely package your item(s) in the original packaging.

• Return shipping costs are the responsibility of the customer

• We recommend using a tracked shipping service

• Items must be in original, unworn condition

Step 3: Refund Processing

Once we receive and inspect your return, you’ll receive an email confirmation.

• Refunds are processed within 7–14 business days

• Original shipping and customs fees are non-refundable

 

How to Report a Damaged or Defective Item

Step 1: Contact Us

Use our Contact Form to submit your request. Please include:

• Your order number

• The item(s) in question

• A short explanation of the issue

• Clear photos showing each side of the item(s) and the defect

We'll respond within 1–2 business days with your resolution.

Step 2: Resolution

If your item is confirmed as damaged or defective, we will issue a replacement item at no additional cost — you do not need to return the original.

If the item is no longer available, you may choose between a refund or store credit. Refunds are processed within 7–14 business days to your original payment method. Original shipping fees and customs charges are non-refundable.

 

Partial Refund or Store Credit Option

To help minimize environmental impact, we offer a partial refund or store credit option in cases where you are unsatisfied with the fit or style.

With this option, you keep the item and still receive partial compensation or a store credit, helping you avoid costly and carbon-heavy international returns.

To request this option, just mention it in your return inquiry. Our team will guide you through the available resolutions.

 

“Not As Described” Claims

We do our best to present our products clearly through detailed descriptions and photos. However, please understand:

• Slight color, texture, or tone variations are not defects and may occur due to lighting or screen settings

• A 1–3 cm measurement difference is standard in handmade apparel

• Fit and style may vary based on your body type and personal preferences

If you believe your item is significantly different from what was advertised, you’re welcome to contact us with detailed photos. We may also request videos for further clarification.

Please note:

• We do not cover return shipping for subjective dissatisfaction

• If the product is deemed consistent with the listing, standard refund eligibility applies

• If a clear manufacturing error is identified, we will provide a refund, replacement, or credit

 

Delivered But Not Received

If your tracking shows your order as delivered but you haven’t received it:

• Contact your local courier to file a non-delivery claim

• Ask for a case number or ticket ID

• Check with neighbors, reception, or household members

• If you believe it was stolen, we recommend filing a police report (especially for high-value items)

Dahlia & Grace is not liable for packages marked as delivered. We can only assist further if the courier confirms fault through their formal claim process.

 

Return-to-Sender Orders

If your package is returned due to refusal, incorrect address, or being unclaimed:

• Refunds will be processed only after the item arrives back at our warehouse

• A 25% restocking fee will be deducted

• Original shipping costs will not be refunded

Please double-check your address and track your package to avoid this situation.

 

Chargebacks & Dispute Resolution

If there’s an issue with your order, we encourage you to contact us before filing a chargeback or dispute. We’re here to help.

If a chargeback is submitted, we provide your bank with full documentation — including our policy, tracking info, and communication records.

Filing a chargeback without contacting us may affect your eligibility for future purchases.

 

Refund Timelines

• Refunds are processed within 7–14 business days after your return is received and approved

• Funds are returned to your original payment method

• You’ll receive an email confirmation once the refund is issued

• If your bank takes longer to reflect the refund, please contact them directly

 

Need Help?

We’re always here to support you. Please don’t hesitate to reach out via our Contact Form with questions about sizing, your order, or anything else you may need.