Refund Policy

Order Confirmation

By placing an order through the Clara & Grace Vancouver website, you confirm that you have read and accepted the terms outlined in this Refund & Return Policy.

Submitting an order means that you:

  • agree to our return conditions and timelines

  • understand the return process described below

  • acknowledge that order records and this policy may be used as supporting documentation in the event of payment disputes or chargebacks

Returns

We want you to feel confident shopping with Clara & Grace Vancouver. If you are not fully satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided the following conditions are met.

Return Eligibility

To qualify for a return:

  • items must be unworn, unused, and unwashed

  • items must be returned in original condition and packaging

  • products may only have been handled for normal inspection purposes

  • return shipping costs are the responsibility of the customer

After receiving your return, our team will inspect the item. Processing typically takes up to 7 business days.

We reserve the right to refuse returns showing signs of wear, improper handling, or damage not caused during production or shipping.

How to Request a Return

To start a return request:

  1. Send an email to info@claragracevancouver.com within 30 days after delivery.

  2. Include the following information:

  • order number

  • reason for return

  • photos of the item (required if damaged or incorrect)

  • full name and shipping address

Please wait for return authorization and instructions before sending any items back.

Returns sent without approval may not be accepted.

We recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.

Damaged or Defective Items

If your item arrives damaged or contains a manufacturing defect, please contact us within 48 hours of delivery at:

info@claragracevancouver.com

Include:

  • your order number

  • a brief description of the issue

  • clear photos or a short video showing the problem

After verification, we may offer:

  • a replacement item (subject to availability), or

  • an alternative resolution depending on the situation

In certain cases, returning the defective item may not be required.

Replacement processing generally takes 7–14 business days.

Lost, Refused, or Undeliverable Orders

If your package appears lost during shipment, please contact us with your order number and tracking details. We will work with the courier to investigate and arrange an appropriate solution if loss is confirmed.

If an order is:

  • refused upon delivery

  • unclaimed at a pickup location

  • returned due to an incorrect address provided at checkout

a $35 CAD administrative and shipping fee will be deducted from any applicable refund.

Order Cancellations & Withdrawal

Customers may request order cancellation before shipment by contacting us as soon as possible at:

info@claragracevancouver.com

Please note:

  • orders cannot be canceled once shipped

  • if an order is already in transit, a return may be requested after delivery

  • return shipping costs remain the responsibility of the customer

Chargebacks & Payment Disputes

If you experience any issue with your order, we encourage you to contact us directly so we can resolve the matter quickly.

In the case of a payment dispute or chargeback, Clara & Grace Vancouver may provide supporting documentation to the payment provider, including:

  • order confirmations

  • shipment tracking information

  • customer communications

  • submitted evidence related to the order

Opening a chargeback without first contacting us may delay resolution and may affect future purchasing eligibility.

Important Return Information

  • Approved returns are processed through our international fulfillment partners

  • Return shipping costs are not covered by Clara & Grace Vancouver

  • We are not responsible for delays caused by customs procedures

  • Hygiene-sensitive items returned in used or unsanitary condition cannot be accepted

  • Returns are not free and may involve shipping or handling fees

Contact

For questions regarding returns or refunds, please contact our support team:

Clara & Grace Vancouver
Email: info@claragracevancouver.com

We are always happy to assist you.