FAQ's
Everything you need to know about shopping with graced. If you cannot find the answer you are looking for below, contact us at support@gracedjewellery.com. We aim to respond within 24 hours on business days.
About our jewelry
How do I choose the right size?
Exact measurements are listed on every product page. You can also visit our Size Guide for instructions on measuring ring size, necklace length and bracelet fit, as well as advice if you fall between two sizes.
Shipping and delivery
How much is shipping?
We offer free shipping on every order, with no minimum purchase required.
How long will my order take to arrive?
Orders are normally processed within 1–2 business days, Monday through Friday, excluding public holidays.
After dispatch, delivery usually takes 3–7 business days.
This means you can generally expect your order to arrive within approximately 4–9 business days from the date you place it.
Please keep in mind that delivery times are estimates rather than guarantees. Customs inspections, weekends, public holidays and periods of unusually high shipping volume may cause delays.
How can I track my order?
All orders are shipped with tracking. As soon as your package has been dispatched, we will send you an email containing your tracking number so you can follow its journey.
My tracking shows delivered, but I haven't received my order. What should I do?
Please contact the shipping carrier first and ask them to investigate the delivery.
Once you receive written confirmation from the carrier, forward it to support@gracedjewellery.com and our team will help you with the next steps.
Please contact us within 7 days of the carrier marking the package as delivered, as claims submitted after this period cannot be reviewed.
What if my order arrives damaged or something is missing?
Contact support@gracedjewellery.com within 30 days of receiving your order.
Please include your order number, a clear photo showing the issue and a brief explanation of what happened. We will work with you to resolve the problem at no additional cost.
Changes, returns and refunds
Can I change or cancel an order after placing it?
Our fulfilment process begins automatically once an order has been placed, which means we cannot guarantee changes or cancellations afterward.
Please double-check your shipping information and order details before completing checkout.
If you notice a mistake, contact us as soon as possible and we will do our best to help before your order is processed.
What is your return policy?
You may request a return within 30 days of delivery.
Returned items must be unworn, unwashed, undamaged and returned in their original packaging with all tags still attached.
For complete information, please read our Refund Policy.
How do I request a return?
Email support@gracedjewellery.com
with your order number, the name of the item you would like to return and your reason for returning it.
Our team will then provide the return instructions and return address.
Please wait until your return has been approved before sending your item back.
Who is responsible for return shipping?
Customers are responsible for the cost of return shipping, and we strongly recommend using a tracked shipping service.
If you received an incorrect, damaged or defective item, we will cover the return shipping costs.
When will I receive my refund?
Once we receive and inspect your return, approved refunds will be sent back to your original payment method within 7 business days.
Depending on your bank or payment provider, it may take several additional days before the funds appear in your account.
We do not charge restocking or handling fees.
Can I exchange an item?
Yes. Contact our team by email and we will help arrange your exchange.
Because international returns can sometimes take longer to arrive, we may in certain situations send your replacement before the original item reaches us.
Please allow up to 12 business days for replacement delivery.
Payment and security
Which payment methods can I use?
We accept Visa, Mastercard, Discover, Apple Pay, Google Pay and Shop Pay.
Is my payment information secure?
Yes. Our website uses SSL encryption and all payments are securely processed by our payment providers.
We do not have access to or store your complete card information.
Payment is collected at the time your order is placed.
What should I do if my payment is declined?
First, make sure your card information and billing address have been entered correctly.
You should also check that your card is enabled for online and international transactions.
If your payment still does not go through, try using another payment method or contact our support team for assistance.
Privacy and support
How is my personal information used?
We use your personal information to process and deliver your orders, provide customer support and operate our services.
We do not sell or rent your personal information.
You can find more information about the data we collect, how it is used and your privacy rights in our Privacy Policy.
How can I contact you?
Email us at support@gracedjewellery.com
Monday–Friday: 9:00 AM–6:00 PM
Saturday–Sunday: 10:00 AM–3:00 PM
All times are Eastern Time
Our average response time is within 24 hours on business days.
