Order Cancellation
Orders can be canceled within 4 hours of purchase for a full refund, as long as the item has not yet been processed or shipped. If your order has already been processed or shipped, it cannot be canceled, but you may be eligible to request a return after receiving the item.
How to Cancel
To cancel an order, please contact us as soon as possible at customerservice@graceyears.com.au with your order number and reason for cancellation.
Pre-Orders & Custom Orders
Pre-orders or made-to-order items can only be canceled within 12 hours of placing the order. After that, cancellation may not be possible once production has started.
30-Day Hassle-Free Returns
You have 30 days from the delivery date to initiate a return request.
Eligibility Requirements:
✅ Item must be unused and in original condition.
✅ Original packaging and proof of purchase (order number/receipt) must be included
Return Process：
1. Initiate Request
Email customerservice@graceyears.com.au with your order number and return reason.
2. Shipment Instructions
Return Address: We will choose the nearest return address for you based on your order.
Unsolicited returns without prior authorization will not be processed
3. Return Authorization
Approved returns will receive a prepaid shipping label and detailed instructions
Track your return status via email updates
Non-Returnable Items
The following cannot be returned:
Custom-made/personalized products.
Special offer products.
Used products that affect resale condition.
Damage caused by the customer.
Contact us for item-specific queries.
Exchange Procedure
For fastest replacement:
Return the original item through standard process
Place a new order once return is approved
Refund
Full Refunds:
You are eligible for a full refund if:
Your order is canceled before shipping.
The item is defective, damaged, or significantly different from the description.
Your package is lost in transit or never delivered.
Partial Refunds:
If the item is returned due to customer reasons (e.g. change of mind, wrong size/model ordered), the original shipping fee will be deducted from your refund.
Refund Processing
Refund approval notification sent within 3 business days of receiving your return
Approved refunds will be issued to your original payment method within 10 business days
Allow additional 3-5 business days for bank processing
Contact customerservice@graceyears.com.au if refund doesn't appear within 15 business days
Need Assistance?
Contact at customerservice@graceyears.com.au ⌚ Mon-Fri 9AM-5PM AEST
