Refund policy

Last updated: October 10, 2026

At Grace Velvet, we want you to love every piece you order. If something isn't right, we're here to help.

Important: please do not ship anything before your return is confirmed

Our products ship directly from our fulfillment partners' warehouses, and returns are sent directly back to our fulfillment partner, not to our business address. The correct return address depends on the item and is only provided once your return has been approved.

Do not send any item back until you have received our return confirmation by email, with your return authorization number and the return address. Items sent without a return authorization, or sent to any other address (including our business address in Lawrence, MA), cannot be accepted or refunded.

30-day returns

You may request a return within 30 days of delivery for a refund to your original payment method. To be eligible, items must be unused, unworn, unwashed, with all original tags attached and in their original packaging.

How to start a return

  1. Email us at support@gracevelvet.com with your order number, the item(s) you would like to return and the reason. For damaged, defective or incorrect items, please include clear photos of the item and the packaging.
  2. We will review your request and reply within 1–2 business days. If it is approved, you will receive your return authorization number and the return address of our fulfillment partner.
  3. Only after you receive that confirmation, pack the item securely, write your return authorization number on or inside the package, and ship it to the address we provided using a trackable shipping service.
  4. Reply to our email with your tracking number, and keep it until your refund is complete.

Damaged, defective or incorrect items

If your order arrives damaged, defective, or is not the item you ordered, please email us within 7 days of delivery with your order number and clear photos of the item and packaging. We will send a replacement or issue a full refund at no cost to you, including any return shipping. In many cases we will not need the item returned, so please wait for our instructions before sending anything.

Return shipping costs

For returns that are not due to our error (for example, you changed your mind or ordered the wrong size), the customer is responsible for the cost of return shipping. Some items are returned to our international fulfillment partner, so return shipping for those items may cost more and take longer than a domestic shipment. We always give you the return address before you ship, so you can decide before sending anything. Original shipping on your order was free, so no shipping charge is deducted from your refund.

Items that cannot be returned

For health and hygiene reasons, the following items cannot be returned unless they arrive damaged, defective or incorrect:

  • Opened or used beauty, cosmetic, skincare, hair care and fragrance products
  • Earrings and body jewelry (pierced items)
  • Used personal-care and wellness devices (e.g. massagers, nail tools)
  • Items marked as "final sale"
  • Gift cards

Refunds

Once our fulfillment partner receives and inspects your return, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Please allow extra time for your package to reach the fulfillment partner's warehouse, and note that your bank or card issuer may take additional time to post the refund.

Exchanges

The fastest way to get a different size or color is to return the original item for a refund (following the steps above) and place a new order.

Order cancellations

You may cancel your order free of charge if it has not yet been processed for shipment (usually within 12–24 hours of purchase). Contact us as soon as possible. Once an order has shipped, it can no longer be cancelled, but it may be returned under this policy.

Late or missing refunds

If you haven't received your refund after 10 business days, please check with your bank first, then contact us at support@gracevelvet.com.

Contact

Grace Velvet
11 Lawrence St, Suite 809, Lawrence, MA 01840, United States
Email: support@gracevelvet.com
This is our business address for correspondence only. Please do not send returns to this address.