Shipping & Returns

Shipping

We offer free express shipping on all Australian domestic orders. 

Please allow 1-2 business days for dispatch, and a further 1-2 business days for deliveries to metropolitan areas. For regional areas, please allow 2-4 business days for delivery.

Please note, deliveries may be delayed due to COVID-19 shipping delays.

- COVID-19 Shipping Delays -

Unfortunately, we have all felt the impacts of Covid-19 and our shipping partners are currently experiencing delays due to high volumes of shipments within the network. As such, guaranteed next day delivery is not currently available, and the expedited delivery time frame is expected to be 2-4 business days depending on your location.

Returns

We refund all full priced items that are purchased through Grael. To be eligible for a return, your item must be in its original condition, unworn and returned with all original packaging. 

Returns must be initiated within 14 days and shipped promptly thereafter. Grael must receive the returned goods at our facility within 14 days for a full refund, less original shipping costs, to the original payment method, or exchange (see below, if applicable).

If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If you foresee any delays, please let us know ahead of time.

Please note that any attempt to change a strap or bracelet could result in unintentional damage to the watch case which we are not responsible for, or strap that would make it ineligible for return. This includes any bending or creases evident on the leather and attempts to fit the buckle tongue through the strap holes. 

Several types of goods are exempt from being returned. Non-returnable items include:

• Bespoke products
• Gift cards

How to complete a return

To complete your return, please complete the returns form and our team will get back to you within 2 business days with instructions on how to proceed. 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, minus the original shipping cost of $10 AUD. 

Refunds will be issued to the credit card, PayPal or AfterPay account that the payment has originally come from.

Please note: If there may be an issue with your original payment type, you must notify us at hello@grael.com.au prior to making your return in order to organise alternative refund arrangements. Grael will not be held accountable for any issues that may arise with refunds to the original payment account due to our team not being notified. 

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund ($10 AUD).

You should consider using a trackable shipping service as we don’t guarantee that we will receive your returned item.

Late or missing refunds

Please allow 2 business days for a refund to be processed from the date that the returned item is received by Grael. Please allow 5 business days for a refund to be processed during holiday periods.

Please allow up to 10 business days for the funds to be reflected in your account. If you haven’t received a refund after 10 business days, please contact your credit card company or bank, as it may take some time before your refund is officially posted. If you have contacted your bank and you still have not received your refund, please contact us at hello@grael.com.au.

Sale items

Sale items can be refunded per the Grael refund policy. See above for 'how to complete a return'. 

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@grael.com.au and we will provide instructions as to how to proceed.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift card for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

When completing the returns form please specify if this item was a gift in the 'message' field.