Refund policy

To complete a return, please complete the returns form and our team will get back to you within 2 business days with instructions on how to proceed (see Shipping and Returns). 

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 for returned items

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.