Frequently asked questions
HOW CAN I CONTACT GRACE & WILDER?
Our customer service team is available Monday to Friday, 8:00 AM to 6:00 PM (GMT).
We aim to respond within 24 hours from Monday to Friday.
Email: info@graceandwilder.com
Contact Form: Contact Us
WHERE CAN I FIND YOUR STORE POLICIES?
You can find our policies here:
Shipping Policy
Return & Refund Policy
Privacy Policy
Terms of Service
HOW DO I CHOOSE THE RIGHT SIZE?
Sizing and fit can vary depending on the individual product and style.
Please check the sizing information and measurements provided on the relevant product page before placing your order.
If you need additional help, contact our customer service team at: info@graceandwilder.com
ARE MY PAYMENT DETAILS SECURE?
Payments are processed using encrypted checkout technology and established payment providers.
Full payment card details are processed through the relevant payment provider and are not intended to be stored directly by Grace & Wilder.
WHICH PAYMENT METHODS DO YOU ACCEPT?
Depending on availability at checkout, payment methods may include:
- Visa
- Mastercard
- Maestro
- American Express
- Apple Pay
- Google Pay
- Shop Pay
The payment methods currently available for your order will always be displayed during checkout.
CAN I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to change or cancel an order.
If your parcel has not yet been dispatched, we may still be able to update your details or cancel the order.
Once the order has been handed over to the carrier, we cannot guarantee that changes or cancellation will still be possible. In this case, the normal return procedure may apply.
Contact us at: info@graceandwilder.com
CAN I EXCHANGE AN ITEM?
If you would like another size or a different product, please contact our customer service team: info@graceandwilder.com
Exchanges are subject to product availability. If the requested replacement is unavailable, we may arrange a refund instead.
WHEN WILL I RECEIVE MY REFUND?
Once your return has arrived and has been inspected, approved refunds are normally processed within 7 business days.
The refund will be returned to the original payment method used for your order.
Depending on your bank, card issuer or payment provider, it may take an additional 5–7 business days for the funds to appear in your account.
WHO PAYS FOR RETURN SHIPPING?
If you received an incorrect, damaged or defective product, Grace & Wilder will cover the reasonable return shipping costs for an approved return.
If you are returning an item because you changed your mind, selected the wrong size or no longer want the product, you are responsible for the return shipping costs.
Grace & Wilder does not charge a restocking fee.
HOW LONG DO I HAVE TO RETURN AN ITEM?
You may request a return within 30 days from the date your order is delivered.
Returned products must be unworn, unused and in their original condition, with their original tags, packaging and accessories where applicable.
Please contact us before returning an item so that we can provide the correct return instructions: info@graceandwilder.com
WHAT SHOULD I DO IF MY ORDER IS DELAYED?
First, check the tracking link in your shipping confirmation email for the latest information from the carrier.
If your parcel has still not arrived three business days after the estimated delivery date, please contact our customer service team and include your order number: info@graceandwilder.com
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will normally receive a shipping confirmation email containing your tracking information.
Please allow approximately 24–48 hours after dispatch for tracking information to become active in the carrier's system.
If your tracking information has not updated after this period, please contact us at: info@graceandwilder.com
IS VAT INCLUDED IN THE PRICE?
Yes. Prices displayed on our website include VAT where applicable.
WHICH CARRIERS DO YOU USE?
Depending on the delivery address, parcel size and operational availability, orders may be delivered by Royal Mail, DPD or FedEx.
The carrier is selected automatically for each shipment and it is not normally possible to choose a specific carrier during checkout.
HOW LONG DOES DELIVERY TAKE?
Our order cut-off time is 5:00 PM (GMT).
Orders placed before 5:00 PM (GMT) may begin processing on the same business day. Orders placed after the cut-off time, on weekends or on public holidays will begin processing on the next business day.
Order processing normally takes 1–3 business days. Once dispatched, delivery normally takes approximately 5–7 business days.
The estimated total delivery time is therefore approximately 6–10 business days.
Business days are Monday to Friday, excluding public holidays.
HOW MUCH DOES SHIPPING COST?
Standard delivery is free on all orders within the United Kingdom. There is no minimum order value required for free standard shipping.
DO YOU DELIVER OUTSIDE THE UNITED KINGDOM?
No. Grace & Wilder currently delivers to addresses within the United Kingdom only. International delivery is not currently available.