Product & General Information 
Delivery 
Change Order Details 
Received Item Issues 
Payments & Promo Information 
There are a few reasons why this might happen:
- There may have been a typo in the email address you entered. (typos- we all make them!!).
- The email may have been routed to your spam / junk / promotion folder.
- Check these folders. You can also search for our email address support@theograce.co.uk and hopefully it will show up in the results.
- Mark our email as 'Not Spam' in your email service
- Some orders get stopped before being confirmed, this could happen because of special characters in inscription, special requests made by you, an error with the shipping address, or other such matters.
Please allow 24hrs for your order to process, and for our team to release theorder into a confirmed status.
If you are still unable to locate your confirmation email after 24 hours, please contactour team and we will be sure to resend it to you.
You can find out your Order Status here: Order and Shipment Status Information.
We know that you're really anxious to receive your order and that you just can't wait for it. We can't wait for you to get it either! Rest assured that we're working hard to make you the perfect item just as fast as we can.
Your item is being produced according to the shipping method you chose when placing your order.
Tracking Your Order
If you haven't received a shipping notification, your order is still in production. Click hereto track your order status.
Shipping Notification
Once your product is on its way, we'll send you a Shipping Confirmation email that states your delivery date and tracking number, depending on the shipping method you chose.
Late Package
If your order delivery date has passed and you still haven't received your package, we recommend that you try the following (it's proven helpful to other customers in the past):
- Check your shipping details on the Order Confirmation and make sure they're correct.
- Ask other members of your household if they have accepted the package, as this is a common occurrence.
- Check (if applicable) with your doorman, by your garage, or perhaps a side door. Orders are sometimes left there by the postal service.
- Ask your local post office if they can provide any further information on the whereabouts of your package and be sure to have your tracking number with you on hand.
Please note that if your order is being shipped outside UK, shipping timeframes may run differently.
If you are still unable to locate your order, please contact our Customer Care Teamfor assistance.
Cancellation & Changes
Production of your personalized item will begin immediately after we have processed your order.
- What is the cancellation time frame? Since each item is uniquely made for our customers and we start production straight away, please let us know up to 2 hours after placing your order that you want to cancel it. Please be advised that after 2 hours, we are able to offer either exchange or store credit. To cancel your order, please contact our customer care team here.
- How can I make a change in my order?We all change our minds, if you wish to change something in your order before it has shipped, please contact usand we will gladly make the desired change. There is no need to cancel your order and place a new one.
Refund
How do I get a refund? If you are eligible for a refund, it will be issued to the account you used to make your purchase. Once your refund is processed, it may take up to 7 business days to appear on your account. Refund can only be processed within 30 days of delivery.
Returns & Exchanges
If you are not 100 % satisfied with your product, we will be happy to exchange it for something else within 100 days of purchase.
- How do I exchange my item?You must return your original item before we are able to send your new item to production.
- Please let us know before doing so and send a clear picture of the item.
- If the new item you have chosen has a different monetary value than your original item, you will be sent either a money order or refund in the form of store credit, whichever is appropriate.
Faulty Item
If you think that the item you received is faulty or incomplete, please contact usimmediately.
- Please visit our ‘Contact Us’ page, select ‘Inquire about received order’ and proceed the relevant category from the dropdown menu (My item is damaged, There is a mistake in my order/Something is missing, etc.).
- Attach a clear image of the damaged item and describe the matter.
- Once a customer care representative has received a clear picture and approved your claim, you will be offered a free reorder, if the item is within the 2 year warranty period.
- How do I get a refund for a faulty item?You can return your item for a full refund within 30 days of delivery.
We want to assist you and send out a new chain to you!
Please contactour Customer Care Team with:
- Your Order ID number
- A picture of the damaged chain
- A description of the damage
- The chain size you want
It is required to send a picture of the damaged chain for us to determine how to proceed.
We'll get back to you as soon as we can, and depending on whether you have warranty, we will offer a replacement chain which can be easily reattached with a pair of pliers, or by your local jeweler.
Your replacement chain will be shipped within the time frame for the standard shipping method, that will be active on site at the time you contact us.
To change your address before an order has shipped, please contact uswith the following details and we'll update them accordingly:
- Street address with apartment number
- City
- Country
- Postcode
We can change your shipping address until your item has been sent for packaging, at which point we carefully prepare your personalised jewellery for shipping.
We provide a convenient range of secure local and international delivery options. To upgrade your shipping method, please contact our Customer Care Team.
Our most popular shipping methods in UK include:
- Standard
- Expedited - Fast delivery
- Express - Super fast delivery
Please note that time frames are stated in business days and do not include weekends.
For more information about local and international shipping as well as relevant delivery times during peak seasons, please click here
While we have a wide range of jewellery styles, you may want to add a personal touch that you can't find in our collection. For special design requests, please contact our Customer Care Team.
Our jewellery design experts will review your request and let you know if we can make your personalised creation.
Please attach a link to the item you are referring to, or the product ID number, which can be found on the item page here:
Please note that during busy seasons we cannot accommodate special requests.