Refund Policy

We want you to feel comfortable ordering skincare products from Grace & Stella. If something does not go as expected, our refund process is designed to provide a clear way to request assistance with an order.

This policy applies to purchases made through our online store and explains when a refund, replacement, or other resolution may be available.

Our Return Timeframe

We accept eligible return requests made within 30 days of the date your order was delivered.

Because skincare products are intended for personal use and may be affected by hygiene and product-integrity considerations, certain conditions apply to returned merchandise.

Please contact us before sending any product back. We will review your request and provide the appropriate instructions.

Products Eligible for Return

To be considered for a return, an item should be in substantially the same condition in which it was received.

Where reasonably possible, returned products should:

Remain unused and unopened.
Have the original seal or protective packaging intact.
Include the original packaging and accompanying materials.
Be free from contamination, damage, or unauthorized modification.
Be returned with the correct product and order information.

For products such as eye masks, facial masks, lip care products, clay masks, and other personal-care items, we may be unable to accept a return once the product has been opened or used because we cannot safely place a used personal-care product back into inventory.

Trying or Inspecting a Product

You may inspect an unopened product to determine whether it is the item you ordered.

However, opening a sealed skincare product, breaking a protective seal, removing a hygiene closure, or using the contents may affect its eligibility for return.

If you are unsure whether a product should be opened before deciding whether to keep it, please contact our customer support team first.

Products That Arrive Damaged

If your order arrives with a damaged container, broken seal, leakage, or other physical shipping damage, please contact us promptly after delivery.

For damaged products, we may ask for photographs showing the product, packaging, shipping label, and visible damage. This information helps us determine what happened and select an appropriate solution.

Depending on the circumstances, we may offer a replacement, refund, or another reasonable resolution.

Incorrect or Missing Products

If you receive a product that does not match your order, or an item is missing from the package, please notify us as soon as possible.

Please provide your order number and, when helpful, photographs of the products and packing materials received.

After reviewing the order, we may arrange a replacement or issue a refund for the affected item.

Product Quality Concerns

If you believe a product has a quality issue, please contact us before discarding it.

We may request information such as the product name, order number, photographs, batch or lot information if visible, and a description of the issue.

Depending on the circumstances, we may offer a replacement, refund, or another appropriate resolution.

Change-of-Mind Returns

If you simply decide that an eligible unopened product is no longer suitable for you, you may request a return within the 30-day return period.

The product must meet the applicable condition requirements.

Opened, used, contaminated, or otherwise compromised personal-care products may not qualify for a change-of-mind return.

Return Shipping

For an approved return caused by a change of mind, we will provide return instructions and explain whether return shipping is covered in the particular case.

When an item is defective, damaged during delivery, incorrect, or otherwise affected by an issue attributable to the order, we will provide an appropriate return shipping solution where applicable.

Please do not purchase return postage independently and assume that the cost will be reimbursed. Contact us first so that we can provide the correct instructions.

How to Request a Refund

To start a refund or return request, contact our customer support team using the information below.

Please include:

Your order number
The email address used for the purchase
The product you are contacting us about
A short description of the issue
Photographs or other relevant information when applicable

Once we receive your request, we will review the circumstances and let you know what to do next.

Returning a Product

Do not mail a product to our business address simply because it appears on our website.

If a return is approved, we will provide the appropriate return destination and shipping instructions.

This allows us to identify the returned order correctly and helps prevent delays in processing your request.

Refund Review

Once an authorized return reaches us, the merchandise may be reviewed to confirm that it meets the applicable return requirements.

If the return is approved, we will initiate the applicable refund.

If a returned skincare product cannot be accepted because it has been opened, used, contaminated, or otherwise does not meet the conditions of this policy, we may contact you regarding the available options.

Nothing in this policy is intended to limit consumer rights that cannot legally be restricted.

How Refunds Are Issued

Approved refunds are normally credited to the original payment method used when the order was placed.

We generally aim to initiate an approved refund within 10 business days after the return has been received and reviewed.

Once we have initiated the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

The time required for the credit to appear is outside our direct control.

Replacements

In certain situations, a replacement may be more appropriate than a refund.

For example, if an unopened skincare product arrives damaged or an incorrect item is sent, we may offer to replace the affected product when inventory is available.

If a suitable replacement cannot be provided, we may offer a refund or another appropriate resolution.

Non-Returnable Situations

For hygiene and product-integrity reasons, we may not accept returns involving products that have been:

Opened or used when the product is intended for personal application
Contaminated or altered after delivery
Damaged through improper handling
Returned without authorization
Returned after the applicable return period
Missing essential packaging or components where those materials are necessary to verify the product's condition

Applicable consumer protection laws may provide rights or remedies that override these limitations.

Refunds for Canceled Orders

If an order is canceled before fulfillment and a refund is applicable, the refund will normally be sent to the original payment method.

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. In that situation, the applicable return procedure may apply.