Refund policy

As a small business we have a 14-day return policy, which means you have 14 days after the date that your item arrives/is delivered to you to request a return for an online store credit.

We offer a store credit on full priced items only. No refunds are entered into.

There is no return or store credit/refund given on any SALE items. All sale items are final sale.

There is no return on personal items like underwear, jewellery, swimwear by law for personal hygiene reasons.

Please note that store credits will only be given on the cost of the item, minus the shipping fee, so the shipping cost will not be credited if you paid for shipping, as the shipping service was already used.

We can accept exchanges (on full priced items) if you wish to make an exchange for any other item available in our online store, GRAMERCY COUTURE.

To make an exchange, please email us firstly at customerservice@gramercycouture.com with the following information;

1. Your full name
2. Your order number
3. Item name (listed on your order)
4. Proof of purchase by way of an order confirmation which you would have received upon submission of purchase.

We will then reply back to you with an address for the return. You (the buyer) are responsible for the cost of shipping of the item back to us and a tracking number must be provided to us. 

Once your item has been received and approved by us, we can then process your store credit online which you can then use to place a NEW order on our online shop.

*To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed, unused, with tags, no scent of perfume or odours, no pet hair and in its original condition. 

Items sent back to us without first requesting a return will not be accepted. Your store credit note will only be generated once we have received your return item and in the condition mentioned *above.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is received and accepted, make a separate new purchase for the new item with the store credit that is given.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We do our due diligence to check our garments for any fault before we ship it out to you.

Exceptions / non-returnable items
Certain types of items cannot be returned, like underwear, swimwear, jewellery, custom products (such as special orders or personalised items), and personal care goods (such as beauty products) due to health reasons by law.