Policy
We want you to be completely satisfied with your Grael purchase. If something isn't right, we'll make it right.
Return Window
30 Days
From date of delivery
Exchanges
Size & Colour
Subject to availability
Refund Method
Original Payment
Processed within 5–7 business days
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Initiating a return is straightforward. Follow the steps below and our team will guide you through the rest.
Contact Us
Email graelclothing@gmail.com with your order number, the item(s) you wish to return, and your reason. We'll respond within 1–2 business days with confirmation and instructions.
Pack Your Item
Securely repackage the item in its original packaging where possible. Include your order number inside the parcel. Items must be unworn, unwashed, and with all original tags still attached.
Ship It Back
Send the package to the return address provided in our confirmation email. We recommend using a tracked shipping method. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent.
Receive Your Refund
Once we receive and inspect your return (typically within 2–3 business days), we'll process your refund to the original payment method. You'll receive an email confirmation. Refunds appear within 5–7 business days depending on your bank.
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To be eligible for a return, items must meet the following conditions:
Accepted
Not Accepted
03
We offer exchanges for a different size or colour of the same item, subject to availability. To request an exchange, follow the same process as a return and note in your email which size or variant you'd like instead.
If your preferred exchange option is out of stock, we will issue a full refund to your original payment method instead.
As our collections are limited runs, stock levels are finite. We recommend requesting your exchange as soon as possible to avoid missing out on your preferred size.
04
If you receive an item that is faulty, damaged in transit, or not what you ordered, we will cover the return shipping cost and issue a full refund or send a replacement at no additional cost to you.
05
Return shipping is at the customer's expense, except in cases where the item is faulty or we sent the wrong product. We recommend using a tracked service — we cannot be held responsible for returns lost in transit.
Original shipping charges are non-refundable unless the return is due to our error.
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Once your return is received and inspected, we will send you an email confirming whether your refund has been approved. If approved, the refund will be applied to your original payment method within the following timeframes:
If you haven't received your refund after 10 business days, please contact us and we'll investigate with the payment processor.
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If you have any questions about our returns policy or need help with a specific order, our team is here to assist.