Terms & Conditions
Terms and Conditions of Use
By using or accessing our services and/or site, you agree to all the Terms herein. If you do not agree to all the Terms you are not permitted to use the services and/or site.
As we may change any part of these Terms from time to time, it is your responsibility to stay up to date with any modifications or changes by regularly reviewing these Terms.
APPLICABLE LAW & JURISDICTION
Our services and your use of the site are governed in all respects by the laws of the State of Victoria, Australia. You agree to submit to the exclusive jurisdiction of the courts of Victoria in relation to any legal proceeding directly or indirectly arising out of or relating to the site and/or services (including but not limited to the purchase of products from GRACE).
The site content, as well as content on our social media accounts, is for general information purposes only. While every effort is made by us to ensure the accuracy of the information, we make no representations or warranties, express or implied, about the accuracy, completeness, suitability or reliability of the content or information. As such, any reliance you place on the information is strictly at your own risk. To the extent permitted by law, we exclude all liability for loss or damage of any kind relating in any way to the site and social media accounts or use thereof.
We reserve the right to correct any errors or inaccuracies on the site and to update information at any time without any notice.
We may link to content on other sites. We do not control the linked content and any such link does not imply any endorsement by us of the information or products found on the linked site(s). Any questions or comments relating to content on such other sites should be directed to the operators of those sites.
Due to variations in individual screen calibrations you understand that product delivered may vary slightly in colour from product seen on screen.
You represent and warrant that:
- you are at least 18 years of age, and
- you are legally entitled to enter into a legally binding agreement with us.
OFFER TO PURCHASE
Products and services displayed on the site are an invitation to treat and are not a contractual offer for sale. When you place an order on the site to purchase a product(s) at the indicated price(s) it is an offer to purchase under these terms. We may in our sole discretion reject or not accept your offer to purchase any goods or services for sale on the site for any reason.
Products placed in your cart are not reserved for you until the purchase process is completed. All orders are subject to availability and confirmation of the order price. Orders are only confirmed once full payment has been received, and you have provided the required personal details including your real name, contact details, true billing address and a valid payment method you are authorised to use. Your payment must be cleared before we will dispatch any goods. From time to time our payment gateway may require some security measures before clearing payment. Should this be the case, we will contact you to obtain the additional security information. Failure to respond in a timely manner may result in cancellation of your order.
You must review your order carefully before placing it. Orders cannot be canceled by you once confirmed. We may cancel orders in the event that the product(s) ordered cannot be fulfilled for any reason. If this occurs we will fully refund any payments made in connection with the product(s). Except as required by law, we will not be liable to you for any loss arising from the cancellation or nonfulfillment of your order.
Subject to these terms, we will dispatch the products shown on your order confirmation. Our best endeavours will be used to ensure stated delivery timeframes are met however many factors beyond our control can affect stated timeframes and therefore we cannot guarantee that orders will be delivered within these timeframes.
For more on shipping see here.
PRICING AND AVAILABILITY
Prices on the site are shown either in Australian Dollars (‘AUD’), or the equivalent converted rate to your chosen local currency. When shown in AUD, and for all local customers, prices are shown inclusive of GST.
Prices are subject to change and no price adjustments will be made on confirmed orders whether or not dispatch has occurred.
While we endeavour to ensure that all details, descriptions and prices on the site are accurate, errors may occur. If an error has occurred in the price of any goods that you have ordered from us, we will notify you immediately and offer you the option to reconfirm your order at the correct price or to cancel your order. In the event that we cannot reach you, your order will be canceled and refunded in full.
We do not guarantee the availability of an item until the order has been dispatched. From time to time we may have to cancel an order if an item is unavailable. A full refund will be issued in this instance.
This website contains material (the 'content') which is owned by or licensed to GRACE. The content includes but is not limited to our logo and trademark, the logos and trademarks of our brand partners, product and editorial shots, audio, videos, articles, animations and gifs, posts, comments, data, illustrations, and the site design, layout, user experience, appearance, and graphics.
We own or are authorised to use the content, and we retain all intellectual property rights in the content. All material on the site and the site itself are protected by copyrights, trademarks, moral rights and/ or other intellectual property rights, and any breach of these rights will be vigorously pursued. You must not reproduce, copy or duplicate, transmit, use or edit any of the content without our prior written consent.
SOCIAL MEDIA USE & ENGAGEMENT
Various social media accounts (the 'accounts') are associated with this site including but not limited to Instagram, YouTube, Facebook, TikTok, Pinterest and Twitter. We encourage engagement with our accounts but users are not permitted to comment, post or upload any statements or materials which are defamatory, inflammatory, discriminatory, indecent, racist, or false. Any such content or comments will be removed.
TITLE & RISK
Ownership of all products ordered from the site is retained by us until payment is received in full, including for delivery or other charges. Title, as well as the risk in the products ordered, passes to you when the goods are delivered by us to the courier service undertaking delivery to you.
LOSS OF PACKAGES
All packages sent by us are insured at our expense so that in the event that an order from us to you is not delivered due to loss or fault of the delivery company we will either replace the item, provide a refund, or issue a gift card for the full amount depending on the original terms of sale.When returning items to us, it is your responsibility to ensure items are sent via registered post with tracking as in the event that a return from you to us is not delivered, you will be responsible for any losses resulting from the lost package.
LIMITATIONS OF USE
While accessing our site or using our services you may not:
- attempt to breach or circumvent any security or authentication measures;
- access, tamper with, or use non-public areas of our site or services, or the computer or delivery systems of GRACE and/or our service providers;
- access or search or attempt to access or search the site by any means (automated or otherwise) other than through our currently available, published interface provided by GRACE;
- scrape the site for content or information;
- use our site or services to send deceptive or false information, or use our content or intellectual property to mislead or solicit information from anyone; or
- interfere with or attempt to interfere with the access of any user by sending a virus to, spamming, or overloading our site.
We are an authorised and approved retailer of all the brands and goods displayed on the site and as such the authenticity of every item available for purchase is guaranteed.
We reward our loyal clients with access to our V.I.C. rewards program. To read all about our program, please see here.
V.I.C. codes are strictly non-transferable and any misuse will result in immediate loss of access. Use of the code is linked to each client's individual details, if you are concerned that your code is not working or has been accessed without authorisation, please contact our customer care team here for assistance.
V.I.C. cannot be combined with other offers/ codes in the same transaction.
Prices may be displayed in different currencies and are based on the current exchange rate of the day. Regardless of the display currency, all transactions are processed in AUD. No orders will be dispatched until valid payment has been received in full.
We accept payment via all major credit cards, as well as PayPal and Afterpay. We may contact you to verify your personal details linked to a transaction before dispatching your order should a payment gateway flag a transaction as potentially fraudulent.
We may offer items on mark down. Marked down items are offered for a limited time, or while stocks last, and prices are subject to change at our discretion.
The marked down or sale price will either be clearly indicated online, or the item will be included in a sale collection whereby the sale price will automatically appear at checkout.
Some sale or marked down items may be available exclusively online and therefore may not be available in our boutiques.
Sale items purchased in our boutiques are final sale and cannot be returned.
Sale items purchased online on mark down up to and including 50% off may be exchanged or returned for a three-month credit, provided they are unworn and returned in perfect condition. Sale items purchased online on mark down over 50% off are final sale and cannot be returned.
No price adjustments are available on items entering mark down that were purchased at full price where this has occurred two or more days prior to mark down. For items purchased at full price within 2 days of mark down we will issue a store credit for the value of the difference between the full price paid and the mark down price.
Please note, we are unable to cancel or change orders once placed.
During mark down periods, the dispatch of orders may be slightly delayed due to the volume of orders received during sale events. Should you require your order quickly, please opt for Express Shipping as these orders are prioritised.
From time to time we may offer promotional discounts or offers.
Any promotional or discount codes offered by us for use on the site may have special conditions for use. These special conditions will be clearly stated at the time of issue. Only one promotional or discount code may be used per transaction. We reserve the right to reject or not accept any orders using a discount code.
Brand exclusions may apply on promotional codes including: Sydney Evan, Trove, Assouline, Humble & Marvis.
Unless otherwise stated at the time of offer, promotional codes are valid only on full-priced items and are eligible for refunds.
When placing your order with us, have confidence that we dispatch orders within 24 hours, or the next business day when orders are placed on the weekend or a public holiday. During any sale or promotional events, shipment of orders may be subject to slight delay due to the volume of orders received within these periods. Please allow an additional 3 business days for dispatch of your order during this time.
Once your order has been shipped, approximate shipping times as quoted by Australia Post are 3-7 business days for standard post and 1-3 business days for Express, however these quoted times may change and you acknowledge actual shipping times are beyond our control.
Please ensure the shipping address entered is correct, as we are unable to redirect orders once they have left our control.
Purchases are not dispatched until your billing details are confirmed with your card issuer. We are not responsible for delays caused by your bank but will ship your order expeditiously after payment confirmation.
SHIPPING - AUSTRALIA:
We deliver nationwide with Australia Post.
During free shipping promotions, and on orders above $500, we are pleased to offer free delivery with Australia Post regular service.
For all other orders we offer a flat standard shipping rate of $10, with delivery expected within 3-7 business days.
We are also pleased to offer a flat $15 rate for Express shipping for those wanting a speedier shipping option. Express delivery is expected within 1-3 business days.
Please note, for bulky items or those weighing more than 3.5kg, we will contact you once we pack your order to advise any additional shipping charges that may apply depending on the shipping location. Please feel free to contact our customer care team prior to placing an order to receive an approximation of any additional shipping charges that may apply.
Orders placed before 12pm on weekdays will usually be dispatched on the same day. Once dispatched, domestic orders will be delivered within 1-7 business days, depending on your location and shipping option chosen.
Please be aware that all parcels require a signature upon delivery and therefore if the address provided is unattended, an attempted delivery card will be left and your parcel will be redirected to the nearest Post Office for collection. If delivery is to a business address the name of the business is required, without this information Australia Post is unable to deliver your parcel.
On dispatch of your order you will receive a shipping confirmation email which will include tracking details for your package.
SHIPPING - INTERNATIONAL:
We deliver globally using DHL for a flat fee of $50, and $95 for bulky/heavy items. All international orders are dispatched within 24 hours of order placement, however slight delays to dispatch may occur during sale/promotional times and over national holidays.
International purchases may incur duties and taxes upon arrival in the destination country. Any such local duties / taxes owing on the delivery are the sole responsibility of the customer.We are unable to refund any such duties or taxes in the event that you return any item.
All packages require a signature upon delivery. If the address provided is unattended, an attempted delivery card will be left or DHL will contact you via email. Your parcel will be redelivered the following day with an option to reschedule the delivery. Please note DHL does not deliver to PO Box or Parcel Locker addresses.
On dispatch of your order you will receive a shipping confirmation email which will include tracking details for your package.
CLICK & COLLECT AND VALET
For customers able to visit our boutiques we also offer a Click & Collect, as well as a Valet service. Select the 'Collect In Store' option at checkout and your item will be ready for you to pick up the very next day.
Should you need your item sooner, please contact our customer care team via email here or phone us (613 9827 2133) and we will have your goods ready for collection at a time of your choosing. Pull up out the front and we will bring your order out to you, Valet style!
FULL PRICE ITEMS - ONLINE
Full priced items purchased online without the opportunity to try on the garment(s) are eligible for a refund, store credit or exchange provided such items are returned within 14 days of receipt of the item(s) and in the same condition in which they were bought including all tags and packaging (e.g., shoe boxes, garment or dust bags).
Items eligible for return may be returned in store or shipped back to us at your election following the procedure set out below.
FULL PRICE ITEMS - IN STORE
Full priced items purchased in store may be returned for store credit or may be exchanged provided they are returned within 7 days of purchase and in the same condition in which they were bought including all tags and packaging (e.g., shoe boxes, garment or dust bags).
Simply visit your nearest boutique to return your item within 7 days of the date of purchase to arrange a store credit or exchange. Proof of purchase is required. If you have a client profile with us, we will have a record of your purchase on our system. If you do not have a client profile with us or chose not to register the purchase against your profile, please ensure you have your receipt otherwise we will not be able to accept any returns.
We do not offer a refund on in-store purchases as you have had the opportunity to try on the item before purchase.
Sale items purchased in our boutiques are final sale and are ineligible for return.
Sale items purchased online on mark down up to and including 50% off may be exchanged, or returned for a three-month store credit, provided they are unworn and returned in their original condition with all tags and packaging intact. Sale items purchased online on mark down over 50% off are final sale and cannot be returned.
Items purchased with a promotional discount or promotional offer may be eligible for refund, and such eligibility or otherwise will be clearly stated in the promotional offer terms.
Items returned not in accordance with this policy will be held for collection and no refund will be issued.
SWIMWEAR, EARRINGS AND GIFTCARDS
Please choose swimwear and earrings carefully as for hygiene reasons returns cannot be accepted. Once processed, gift cards are ineligible for return/refund.
HOW TO RETURN ONLINE PURCHASES
You must ensure the item(s) you wish to return are in perfect condition, meaning they are unworn, undamaged, unaltered in any way and unmarked (e.g., no make up stains or creases on shoes) and have all tags intact and dust bags or packaging/shoe boxes included. Failure to comply with this will mean the items are not resale-able and therefore your return cannot be accepted.
1.Click here to request a Returns Authorisation number (RAN) within 7 days of receipt of your item(s).
2.Securely pack your item(s) into the original packaging (or equivalent) and include the RAN inside the package. You must post back or return the item(s) in store within 7 days of receiving your RAN.
The address for shipped returns is GRACE Online Returns, 1065 High Street, Armadale VIC 3143.
Please note that we are not liable for any loss or damage to items that may occur in transit. We recommend that returned items are sent via registered post with tracking and insurance. Returning items to us is at the customer's expense unless we have agreed to supply you with return shipping.
3.Provided your return meets our terms for return you will receive an email within 48 hours of receipt of your items refunding, crediting or exchanging your order as per your election/these terms and conditions.
All successfully returned items will be credited to the account used to purchase the items, less any taxes or import duties incurred. Shipping will not be refunded.
RECEIVING YOUR REFUND
Provided your return is eligible under these terms for a refund, and complies with our policy, your refund will be processed to the original payment method used. Please note that the time it takes for a refund to appear on your account can take 3-10 business days and this is due to the payment providers and not GRACE. As soon as your refund is issued by us, you will receive an email confirmation. If a gift card was used as the original form of payment, the gift card balance will be restored for use on future purchases.
RECEIVING YOUR EXCHANGE
We happily offer exchanges on full price items and items purchased on sale up to a mark down of 50% off. Exchanges are subject to availability once your return is received by customer care. If we are unable to fulfil your request, we will contact you to offer a refund (where applicable under our terms), store credit or alternative exchange item. You are responsible for paying for the shipping to you of exchange items. A shipping invoice will be sent to you for payment before any items will be shipped. You may elect between normal or Express shipping, or you may collect from the store where the item is available.
RECEIVING YOUR CREDIT NOTE
If your online return is to be a store credit you will receive an email with your store credit details. Credits on sale items are valid for 3 months from date of issue and are not refundable or redeemable for cash. Credits on full priced items are valid for 12 months from date of issue and are not refundable or redeemable for cash.
CANCELLATIONS & AMENDMENTS
If you have changed your mind, ordered an incorrect item, size or colour and would like to cancel or amend an order, please contact our customer care team as soon as possible, and within 7 days of placing your order. We will do our best to assist you but cannot guarantee that the order can be altered or canceled. Please note, orders which have already been shipped cannot be canceled.
We are pleased to accept Afterpay as a payment method however please note that purchases made with Afterpay are ineligible for refund. You may however exchange your items or receive a store credit in line with these Terms.
The below terms apply to GRACE gift cards, whether purchased in store or online.
GRACE gift cards are valid for 12 months from the date of issue.
GRACE gift cards may be used both in store and online at gracemelbourne.com.
GRACE gift cards cannot be redeemed for cash and are not transferable. We are not responsible if a gift card is lost, stolen, destroyed or used without permission.
You must present your gift card in order to redeem it. If your transaction total is less than the value of the gift card, the balance will remain on your gift card for use until the expiry date. If your transaction total is greater than the value of the gift card, the remaining balance must be paid by another valid payment method (e.g. credit or debit card, cash etc).
Only one gift card can be redeemed per transaction online, however multiple gift cards can be used per transaction in store.
Should you wish to return an item purchased using a gift card, you may exchange the item or return it for a store credit/ gift card replacement for the same value of the gift card used in the original purchase. No refund will be available.
When purchasing gift cards online, please ensure correct recipient details are entered as we are not liable for delivery of a gift card to an incorrect or non-existent address or e-mail address.
V.I.C, discount or promotion codes cannot be applied to the purchase of gift cards.
If you receive an item that you believe to be faulty, please contact our customer care team within 7 days of receipt. If we assess the item and consider it faulty, we will offer a replacement, repair or refund at our election. Please note, items that are damaged as a result of wear and tear or incorrect garment care are not considered to be faulty.
We offer an in store layby service in our boutiques. In addition to our general terms, the following layby terms and conditions apply to this service.
1. Items may be placed on layby provided a deposit of at least 50% of the total purchase price is made, and payments towards the balance are made on a weekly basis.
2. The layby must be paid in full within four weeks of the deposit date (the layby period).
3. If you wish to change an item on layby, you may do so within 7 days of the layby creation date. If you wish to cancel the layby, you may do so within 7 days of the layby creation date. In this instance you will receive your full deposit returned as a credit note. If canceling a layby after 7 days and before the due date, you will forfeit the initial 50% deposit paid but any amount above this paid on the layby will be refunded. Overdue laybys cannot be canceled.
4. Regular payments on the layby must be made. For layby collection the last payment must be made at the boutique where the layby was created so that the layby goods can be collected.
Overdue laybys are a breach of these terms and may be canceled by us. The layby item(s) will be returned to stock and you will forfeit your initial 50% deposit as a cancellation/restock fee. Any amount paid above the 50% deposit will be refunded.
Layby is not available on sale items or gift card purchases, and no price adjustment is available on items in a layby. Items from completed laybys cannot be returned or exchanged for change of mind. Individual items may not be separated from a layby and no substitutes are permitted on laybys.
When you use our site, additional information may also be collected by our server, including for example your IP address, the time spent on our site or the pages visited.
USE OF YOUR INFORMATION
We may use the information you provide to us to deliver our services and products to you, to manage your account, to process approved payments or set up transactions, to text or email you information, and/or to contact you about new products, offers or promotions, for example. You may unsubscribe by emailing us here should you not wish to receive such communications from us, or by clicking 'unsubscribe' at the bottom of our email newsletters.
Through your use of our site we may use the information to identify your use of our site, length of time spent on the site, pages visited, items viewed or added to cart, to improve your user experience and shopping experience with us, for example.
We may from time to time be required to share personal information with third party organisations, such as external service providers, our professional advisors or regulatory or government authorities as required by law.
Our systems are also designed to keep confidential records of communications with us regarding our products and services, especially where necessary or useful to assist in the resolution of any issues that may arise.
We strive to ensure that all information provided to or gathered by us is protected. Access to information is limited to staff using it only to provide you with exceptional levels of customer care on systems protected by passwords and against unauthorised access.
Regarding your financial information, this is never retained or stored as all transactions are processed securely through our in store or online secure payment portals with data encryption.
Should you wish to review, update or remove any of your personal information please contact us here.