If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

1. How do I cancel an order?

We'll get to work on your order within 24 hours of receiving it. If you need to cancel, please reach out to us at support@gracehui.com within 6 hours of placing your order. We'll do our best to accommodate your request. However, please note that if your order has already entered production or has been shipped, we won't be able to cancel it.

 

2. How do I make a return?

Please note that customized products are non-returnable and non-exchangeable. Once the order is confirmed and production begins, they cannot be returned or exchanged. We encourage you to carefully verify your choices and requirements before placing your order. Ensure that you provide accurate information at the time of ordering to avoid any misunderstandings or errors.

If your order arrives with manufacturing defects or damage incurred during packaging or transit, please reach out to us for a reissue or refund. If you need us to resend the item(s) to you,we cover the cost of resending items and shipping fee.If you choose to refund, we will refund all costs (item cost and shipping cost) to you. The refund will be returned to your original payment account (or other refund methods) within 3 to 7 working days.To assist us in swiftly evaluating the issue and determining the best resolution, we kindly request:

• A clear photo of the received item(s).
• A wider shot of the area where the issue can be seen for easy identification.
• A photo of the label attached to the package.

Please ensure the photos are clear and unobscured, as good quality images will aid us in addressing your issue efficiently. For prompt resolution, please contact us within 3 days of delivery.
If your question is more complicated or you have something unclear, you can email us at any time. We will solve the problem for you in the first time. Email: support@gracehui.com

 

3. How long do I have before making a return?

Returns are available within 30 days of the delivered date.
To ensure the fastest resolution, we encourage you to contact us within 3 days of delivery.Items must be unused, undamaged, and in their original packaging, and all items in the package must be intact. Otherwise, the buyer is responsible for all fees incurred, and no refund will be issued.

The Buyer is responsible for the return shipping cost.Once we receive your return, please allow 3 to 7 business days to process your returns. We'll email you once we have processed your refund.

Kind reminder before returning

• Item(s) must NOT be returned to the address on the package you received. That is not our return address and will affect the processing of your return.
• Return packages should be authorized. Any return request not authorized by the customer service will not be honored. Please be sure to contact us before returning.Email: support@gracehui.com
• Please ensure that the item(s) you are returning matches your return request.

 

4.Can I ask for a return or exchange if I ordered an incorrect item?

If you've ordered an incorrect item (such as the wrong size , or due to an error not on our part), we regret that we're unable to process returns or replacements. Similarly, if your items arrive in good condition, we do not accept returns.
Given the unique made-to-order nature of our products, they cannot be resold once dispatched. All sales are final. We appreciate your understanding in this matter.

Your satisfaction is important to us, and we'll strive to resolve your concerns to the best of our ability.

Note: Personalized jewels cannot be returned unless they present a factory default.

 

5.Can I make an exchange?

We offer a 30-day exchange on all eligible items. Please have your order confirmation email or order number. To qualify for an exchange, all items must meet the same return qualifications listed in our Returns Policy.

Sale items are non-refundable.

Items over $79 that are defective and purchased within the last year can be eligible for a special promo code granting 50% off a replacement of the same item, provided you have proof of purchase.

If you would like to initiate an exchange please contact our customer service team. Email: support@gracehui.com