FAQs

We thought it would be useful to put together a number of frequently asked questions for you, hopefully, these will assist you with any queries you might have. If you can’t find what you are looking for, please feel free to get in touch over email on hello@graceandkin.com 


How your order is processed

Can I send a gift directly to a friend?

Yes you can, simply enter your friends address as the delivery address.

 

Will there be any prices left on?

No, there are no prices on the items or on the invoice. So the recipient is free to enjoy your gift and not worry about how much you have spent on them!

 

Are all items gift wrapped?

To ensure every touchpoint at Grace & Kin is memorable, all purchases are hand wrapped and presented in a beautiful Grace & Kin gift box.

 

Can I add a personalised message?

Of course you can! Just email us or reply to your order confirmation email with the message you would like to include and we will put it with your order. We will present this on top of your order so it will be the first thing they see when they open the box. There is no charge for adding a gift message.

 

Does each item get a gift box?

Yes all items come with a gift box. These will arrive flat and can be built up by yourself to give to someone or by the recipient themselves.

 

I want to order multiple items, how can I tell which one is which?

Don’t worry, orders with multiple items will be numbered as per the invoice. That way you can tell which item is which without having to unwrap them!

 

Can I order by telephone:

Unfortunately we are unable to take orders over the phone. However, we are happy to talk you through the online ordering process to make sure you complete the order safely and securely. 

 

Who do I contact if I need to speak to someone about my order?

Please contact our friendly team at orders@graceandkin.com  

 

Can I change my order?

Unfortunately, we are unable to cancel or amend orders once they have been placed. You are able to return your order once you have received it, simply email orders@graceandkin.com to arrange a return number then please post back to Grace & Kin, 20 Drapers Lane Leominster HR6 8ND we recommend you use the post office signed for service.

 

Delivery

Can I send it straight to my friend?

Of course! Just change the shipping address to your friend’s address and will send it straight to them.

 

How soon will it get delivered?

We ship all orders via Royal Mail Business 24hr, this is the equivalent service of First Class so in the majority of cases your order will arrive the day after it is dispatched by us (excluding Sundays)

 

Do you deliver to my country?

UK - We send all UK orders via Royal Mail Business 24 which should arrive the day after dispatch. Unfortunately we do not currently post items overseas.

 

Will it definitely fit through the letterbox?

All of our orders* will be sent in a box sized ENTER BOX SIZE HERE. This should comfortably fit through all standard letterboxes. 

*The only exception is for larger orders (10 items plus) which might not all fit in the above box size. These orders are still sent as a Royal Mail large letter size box but measure ENTER BOX SIZE HERE; these may have more difficulty fitting through older (smaller) letterboxes. If you have any queries about delivery please email us on hello@graceandkin.com and we will be happy to provide you with more information :)


Return Enquiries 

Can I return my order if I am not satisfied with it? 

Yes*, you can return it to us within 14 days of receipt. Just email orders@graceandkin.com to arrange a return number then please post back to Grace & Kin, 20 Drapers Lane Leominster HR68ND we recommend you use the post office signed for service.

*Earrings - Unfortunately in the interest of hygiene and safety we do not accept returns or refunds on pierced earrings. This does not affect your statutory rights

For us to accept a return it must be in the condition it arrived, unused and with all the tags attached. If the item does not match these criteria it will be accepted entirely at our (Grace & Kin) discretion or returned to the purchaser.

 

Can I return Earrings? 

In the interest of hygiene and safety, we do not accept returns or refunds on pierced earrings. 

 

What do I do if I have received the wrong order or an item is broken? 

Please get in touch with us on orders@graceandkin.com and attach a photograph of the product you received alongside your order receipt. We will get back to you within 24 hours or the next working day. 


Other

Do you work with influencers?

We are always looking to work with great influencers, please email press@graceandkin.com for more information and to get the ball rolling.

 

Can I sign up to your mailing list?

You certainly can, our sign up form is at the bottom of every page. It’;s the best way to stay up to date with all the latest products, news, offers and quiet acts of kindness from us at Grace and Kin!

 

Any other questions?

If you have a query we haven’t answered here please contact us on hello@graceandkin.com and we will be happy to help :)

 

COVID-19 related queries

What are you doing to ensure safety?

We are adhering to all appropriate health and hygiene standards in line with guidance from the World Health Organisation. We are maintaining the highest standards of hygiene at all of our physical locations and ensuring our people only report for work if they are fit and healthy.

 

Are you operating a normal delivery service?

Yes – we are delivering as normal.

 

If my order is delayed does that affect my returns period?

No, you have 14 days from receipt of your order to request a return, and a further 14 days following your return request to return the items to us. If, for any reason, you cannot make your return request or arrange collection at this time please contact our customer care team on orders@graceandkin.com so we can assist you further.