Returns and Refund Policy
Last updated: Today
At Robert & Grace Charleston, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through robertandgracecharleston.com.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee.
If you are not satisfied with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
[YOUR CUSTOMER SERVICE EMAIL]
Please include:
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Your full name
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Your order number
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The email address used for the order
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The reason for the return
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Clear photos if the item is damaged, faulty or incorrect
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Any details that help us understand how we can assist you
Our team will review your request and reply with the next steps.
Return Approval
Please do not send any items back before contacting us.
All returns must first be approved by Robert & Grace Charleston by email.
If your return is approved, we will provide the return instructions and the correct return address.
In some cases, returns may need to be sent directly to our supplier, which may be located outside the United States, including in China.
Return Shipping Costs
For change-of-mind returns, size changes or items that are no longer wanted, the customer is responsible for the return shipping costs.
If the approved return address is with our supplier outside the United States, the customer is responsible for arranging and paying for the return shipping to that address.
We recommend using a tracked shipping service. Robert & Grace Charleston cannot confirm or complete a return until the returned parcel has been received at the designated return location.
Tracking Required for Returns
For an approved return, the customer must provide valid return tracking details.
A refund can only be processed after the returned item has been received and confirmed at the designated return location.
If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to approve the refund.
Condition of Returned Items
To be eligible for a return, the item should be:
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Unworn
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Unwashed
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Unused
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In its original condition
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With tags and packaging where possible
Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted.
Items That May Not Be Eligible for Return
Some items may not be eligible for change-of-mind returns, including:
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Gift cards
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Final sale items, where clearly stated
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Personal or hygiene-related items
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Items that have been worn, washed or used
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Items returned without prior approval
Any applicable exclusions will be clearly communicated where required.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
[YOUR CUSTOMER SERVICE EMAIL]
Please include your order number, a description of the issue and clear photos of the item and packaging.
We will review the issue and work with you on a suitable solution.
Refund Processing
Once your return is received and approved, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please allow additional time for your bank, card provider or payment provider to process and post the refund to your account.
Exchanges
We may offer an exchange or another suitable solution depending on the situation and product availability.
Please contact us at:
[YOUR CUSTOMER SERVICE EMAIL]
We will review your request and let you know what options are available.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
[YOUR CUSTOMER SERVICE EMAIL]
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been processed or shipped, cancellation may no longer be possible.
Contact Us
For return, refund or order questions, please contact us at:
[YOUR CUSTOMER SERVICE EMAIL]