HOLIDAY SEASON RETURNS

UK & INTERNATIONAL RETURNS

We have extended our returns policy for the holiday season. Orders placed between the 08th – 20th December 2016 will be accepted until 09th January 2017.

RETURN SHIPPING CHARGES

UK with DHL FREE
EUROPE with DHL £8.00
€12.00
$15.00
REST OF THE WORLD with DHL £20.00
€24.00
$30.00

If your order weighs more than 2.5kg (volumetric) or has to be collected from a remote area and the cost of returning your order exceeds our stated guide price it will be necessary for Elias & Grace to apply additional courier charges to your account.

HOW TO RETURN

Making a return is easy.

Send your item(s) back to us within 14 days of receipt.

Complete the returns form [and if outside the EU sign and enclose the pro-forma invoice] supplied with your order. You can also download a returns form here:

Download Returns Form

Please note you may drop off your returns package In Store but returns cannot be processed there.  Returns can only be accepted In Store in the sealed DHL returns bag provided with your order.

If you are not dropping off In Store, we recommend you use our courier partner DHL.

To book a return via phone:

From within the UK contact DHL on: 0844 248 0844 to arrange a collection. For all International collections please visit www.dhl.com and select the contact number for your country.

To book a return online:

Have your DHL return slip to hand and visit www.dhl.com. Select your location from the drop down options within DHL Worldwide section on the menu on the right side of the page. This will redirect you to your local DHL webpage.

Select the express option (menu on the right side of the page) and click on ‘Book a courier collection’ and select ‘e-Return shipment’. In the blank text box type the waybill number, which can be found under the barcode on your DHL return slip, and select ‘Schedule pickup’. All info is already pre-entered automatically. Please select a pick up date date & time allowing at least a 2 hours slot between 10am-5pm. Select ‘Schedule pickup’.

Please leave your package open until the driver has checked the contents.

Please note that all returns should be sent back in the original packaging, unworn with their original designer tags attached. Shoes must be unworn in their original box as this is considered as part of the product. Elias & Grace will not accept non-faulty items that have been worn, used and /or garment tags removed. In such cases the item will be returned at a cost to the client.

You will be notified by email once your return has been received and processed.

If you need any assistance please contact Customer Care on:

Email: [email protected] or

Call: 020 7424 9534 or + 44 207 424 9534 internationally

We prefer that items are returned to us via DHL service to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Please note that we may not accept liability for goods that are not returned via DHL.

Our address for all returns is: ELIAS & GRACE, 74A. HOLMES ROAD, LONDON, NW5 3AT.

REFUNDS

All successfully returned items will be credited to the account used to originally purchase the items, less any taxes or import duties incurred within 28 days. The original shipping charges will not be refunded. 
If you have any queries, or wish to discuss the returns or refund procedure in further detail, please do not hesitate to contact us on the details below:

Customer Care

Email: [email protected] orCall: 020 7424 9534 or 00+ 44 207 424 9534 internationally

EXCHANGES

In order to avoid disappointment we advise you to place a new order for any items you wish to exchange and request a refund for your return item/s, as the item/s you want may sell out in the time it takes us to receive and process your return.

FAULTY GOODS

All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced. 
For all faulty items outside of our Returns Policy, please contact: [email protected]