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Refund & Return Policy

RETURN & REFUND POLICY

Last updated: October 29, 2026

This Return & Refund Policy ("Policy") applies to all purchases made through rosalieandgrace.com (the "Website"), operated by Rosalie & Grace ("we", "us", "our"). By placing an order on the Website, you ("Customer", "you") confirm that you have read, understood and accepted this Policy in full. This Policy forms part of our Terms of Service and may be used as evidence in the event of a payment dispute.

1. DEFINITIONS

1.1 "Delivery" means the date on which the carrier's tracking information shows the package as delivered to the shipping address provided at checkout.

1.2 "Return Request" means a written request submitted by email to support@rosalieandgrace.com in accordance with Section 5.

1.3 "Return Authorization" means our written approval of a Return Request, including the return address and instructions.

1.4 "Item" means any product purchased through the Website.

2. 30-DAY MONEY-BACK GUARANTEE

2.1 Customers may submit a Return Request within thirty (30) calendar days following Delivery. Return Requests received after this period will not be accepted.

2.2 The 30-Day Money-Back Guarantee applies only to Items that meet all conditions set out in Section 3 and are returned in accordance with the procedure set out in Sections 5 through 7.

3. CONDITIONS FOR RETURN

3.1 To be eligible for a return, an Item must be:

  1. unused, unworn, unwashed and undamaged;
  2. in its original condition, with all original tags, labels and attachments intact;
  3. returned in its original packaging, where possible;
  4. free of stains, makeup, deodorant, odors (including perfume, smoke or detergent), pet hair, pilling or any other signs of use.

3.2 Customers may try on Items indoors to assess size and fit. Wearing Items outdoors, for an event or for an extended period is not permitted.

3.3 Items that do not meet the conditions in Section 3.1 may, at our sole discretion, be refused, returned to the Customer at the Customer's expense, or refunded partially to reflect the reduced value of the Item.

4. NON-RETURNABLE ITEMS

4.1 The following are final sale and cannot be returned or exchanged:

  1. Items received as a replacement under Section 9 or as an exchange under Section 10;
  2. Items for which the Customer has already received a partial refund or other compensation;
  3. Gift cards and store credit;
  4. Items purchased using store credit issued as compensation.

5. RETURN REQUEST PROCEDURE

5.1 All returns require prior written Return Authorization. To submit a Return Request, the Customer must email support@rosalieandgrace.com and include:

  1. the order number;
  2. the Item(s) to be returned and the reason for the return;
  3. clear photographs of each Item showing its condition and the attached tags.

5.2 Return Requests that do not include the information listed in Section 5.1 cannot be processed until it is provided.

5.3 Submitting a Return Request does not guarantee approval. We will review each request and respond within two (2) business days.

5.4 Items returned without Return Authorization, after the stated deadline, or to an address other than the one provided in the Return Authorization will not be accepted, processed or refunded, and may be refused upon arrival.

6. RESOLUTION OPTIONS

6.1 Upon receipt of a Return Request, we may offer the Customer one or more of the following resolutions:

  1. an exchange for a different size or color, subject to availability;
  2. store credit equal to the purchase price of the Item plus a ten percent (10%) bonus, valid for twelve (12) months;
  3. a partial refund while the Customer keeps the Item, without the need for a return;
  4. a full refund of the purchase price to the original payment method, subject to the return of the Item in accordance with this Policy.

6.2 The Customer is free to choose the resolution of their preference. Once a resolution has been accepted, it is final.

7. RETURN SHIPPING

7.1 Following Return Authorization, the Customer must ship the Item(s) within seven (7) calendar days to the address provided. Returns shipped after this period may be refused.

7.2 Our fulfillment warehouse may be located outside the United States. The return address is provided exclusively in the Return Authorization.

7.3 Unless the return is the result of our error as described in Section 9, all return shipping costs, including international postage, customs duties, taxes and fees, are the sole responsibility of the Customer. We do not provide prepaid return labels.

7.4 Customers must use a tracked shipping service and provide the tracking number by email. We are not responsible for return shipments that are lost, damaged, delayed or held by customs. Returns without valid tracking information cannot be refunded.

7.5 If several Items from the same order are returned in separate packages, each package is subject to Section 7.3.

7.6 A return is considered received only when tracking confirms delivery to our return address and the Item has been registered by our warehouse.

8. INSPECTION AND REFUND

8.1 All returned Items are inspected upon arrival. If the Item meets the conditions of Section 3, the refund will be issued to the original payment method within seven (7) business days after inspection.

8.2 Depending on the Customer's bank or card issuer, it may take an additional five (5) to ten (10) business days for the refund to appear.

8.3 All orders ship free of charge. Accordingly, no original shipping costs are refundable. Any customs duties, taxes or fees paid by the Customer upon delivery are non-refundable.

8.4 Refunds are issued only to the original payment method and only for the purchase price actually paid, after deduction of any discounts applied.

9. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

9.1 If an Item arrives damaged, defective or incorrect, the Customer must notify us within seven (7) calendar days of Delivery by email, including the order number and clear photographs or a video of the issue and of the shipping label. Claims submitted after this period cannot be accepted.

9.2 An Item is considered incorrect only if it is a different product, color or size than the one ordered. Minor variations in color due to screen settings or photography, and variations in measurements of up to two (2) inches, are not considered defects or incorrect Items.

9.3 Upon verification, we will, at our discretion, send a free replacement or, where a replacement is not available, issue a full refund. In such cases, the Customer bears no costs and is generally not required to return the Item.

10. EXCHANGES

10.1 Exchanges for a different size or color can be requested in accordance with Section 5 and are subject to availability. The exchanged Item is final sale.

11. MISSING ITEMS

11.1 Orders may be shipped in multiple packages. If an Item appears to be missing, the Customer must first check all shipping confirmation emails and then notify us within seven (7) calendar days of the last Delivery. Missing Items, once verified, will be reshipped.

12. ORDER CANCELLATION AND MODIFICATION

12.1 Orders may be cancelled or modified free of charge within twelve (12) hours of placing the order by emailing support@rosalieandgrace.com.

12.2 After twelve (12) hours, the order may already have entered fulfillment and can no longer be cancelled or modified. In that case, the Customer may return the Item(s) after Delivery in accordance with this Policy.

13. REFUSED OR UNDELIVERABLE PACKAGES

13.1 Packages that are refused, not collected or returned as undeliverable due to an incorrect address provided by the Customer are not eligible for a refund of shipping costs. Upon their return to our warehouse, the order may be refunded minus any shipping and handling costs incurred, or reshipped after payment of new shipping costs.

14. PAYMENT DISPUTES AND CHARGEBACKS

14.1 The Customer agrees to contact us at support@rosalieandgrace.com before initiating any payment dispute or chargeback, so that we can resolve the issue.

14.2 In the event of a dispute, we may provide the Customer's bank or payment provider with all relevant information, including order confirmation, payment and IP data, tracking and delivery confirmation, communication with the Customer and the policies accepted at checkout.

14.3 We reserve the right to refuse future orders from Customers who initiate unjustified chargebacks.

15. CHANGES TO THIS POLICY

15.1 We reserve the right to amend this Policy at any time. The version in effect at the time of the order applies.

16. CONTACT

For all questions regarding returns and refunds, please contact our customer service at support@rosalieandgrace.com. We reply within 24 hours on business days.