Return and refund policy
Order Confirmation & Policy Acknowledgment
By placing an order on our website, you confirm that you have read, understood, and agreed to our Return & Refund Policy.
This acknowledgment appears at checkout:
“By placing your order, you agree to our Refund & Return Policy.”
Completing your purchase confirms that:
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You’ve reviewed our return criteria and timelines.
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You understand that small variations in fit, color, or measurements are not defects.
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You agree to follow the return process outlined below.
In case of a chargeback or dispute, this policy and all supporting documentation will be used as evidence.
Sizing & Expectations
Please review our Size Guide before placing your order.
A 1–3 cm measurement variation is standard due to manual production and not considered a defect.
Return Policy
You may return eligible items within 30 days of delivery (based on tracking).
Returned items must be unworn, unwashed, and in original packaging.
Non-returnable & non-refundable items:
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Lingerie, swimwear, earrings, and bodysuits
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Gift cards
Orders placed before August 6th, 2025 may fall under our previous return policy.
Please note:
Our standard dispatch time is 7–14 business days from the order date.
Once your order has been shipped, delays caused by couriers, customs, or external factors are beyond our control and are not a valid reason for return or refund.
Return Eligibility
To be eligible for a return:
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Items must be unused, unwashed, and unworn.
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Must be returned in their original condition and packaging.
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You must email us for return authorization before shipping your item(s).
Unauthorized or late returns may be rejected or subject to a restocking fee.
Unauthorized Returns
Items sent back without prior authorization, or shipped to an incorrect address, will not be accepted and are not eligible for a refund.
How to Return
Step 1 – Request a Return Authorization
Please contact our Customer Service team by email at service@dahliaandgrace.com within 30 days of delivery.
You may also use our Contact Form if preferred.
Include in your message:
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Your order number
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The item(s) you wish to return
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The reason for return
We’ll reply within 1–2 business days with your return authorization and detailed instructions.
Step 2 – Package & Ship
Once approved:
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Securely package your item(s) in the original packaging.
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Return shipping costs are the responsibility of the customer.
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Use a tracked shipping service for proof of delivery.
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Items must be in original, unworn condition.
Step 3 – Refund Processing
Once we receive and inspect your return, we’ll send a confirmation email.
Refunds are processed within 7–14 business days.
Original shipping and customs fees are non-refundable.
Damaged or Defective Items
Step 1 – Contact Us
If your item arrives damaged or defective, contact us via our Contact Form or email service@dahliaandgrace.com within 30 days of delivery.
Please include:
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Your order number
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A short description of the issue
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Clear photos showing each side of the item(s) and the defect
In some cases, we may request additional photos or a short video to verify the issue before confirming that the item does not need to be returned.
Step 2 – Resolution
If confirmed defective:
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We’ll issue a free replacement (no return required).
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If unavailable, you may choose between a refund or store credit.
Refunds are processed within 7–14 business days.
Original shipping and customs fees are not refundable.
Partial Refund or Store Credit Option
To reduce environmental impact, we may offer a partial refund or store credit if you are unsatisfied with the fit or style.
You may keep the item while still receiving compensation — helping you avoid unnecessary international returns.
Return-to-Sender Orders
If your package is returned due to refusal, incorrect address, or not being claimed:
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Refunds are issued only after the package arrives back at our warehouse.
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A 25% restocking fee applies to cover handling and processing costs.
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Original shipping fees are non-refundable.
Please ensure your address is correct and track your shipment to avoid this situation.
Chargebacks & Dispute Resolution
If there’s an issue with your order, please contact us first — we’re always here to help.
If a chargeback is filed, we provide your bank with all supporting documentation, including this policy, tracking details, and communication records.
Submitting a chargeback without contacting us first may delay resolution and affect eligibility for future orders.
Refund Timeline
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Refunds are issued within 7–14 business days after receiving and approving your return.
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Funds are sent to your original payment method.
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You’ll receive a confirmation email once processed.
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If your bank takes longer to reflect the refund, please contact them directly.
Need Help?
Our Customer Service team is always here to assist you.
If you have questions about sizing, your order, or this policy, reach out anytime via our Contact Form or email us directly at service@dahliaandgrace.com. 💗