Refund & Returns

Change of Mind Policy (Made-to-Order & Personalised Goods)

In accordance with the Australian Consumer Law (ACL), because each piece is uniquely personalized and custom-manufactured specifically for you, personalised and made-to-order items cannot be returned or refunded for change of mind once crafting has begun.

Order Cancellation & Modification Window

We provide a strict 12-hour grace window immediately following your order confirmation:

• Within 12 hours: You may cancel your order for a 100% full refund, amend your shipping address, or modify your custom text or inscription font with zero fees.
• After 12 hours: Production of personalised items begins. Once production has started, cancellations or change of mind returns cannot be accepted.

Spelling Mistakes & Customer Inscription Errors

We know mistakes can happen. Here is how we handle spelling discrepancies:

• Workshop or Production Error: If the engraved name or script differs in any way from the text you submitted at checkout, we will immediately rush a 100% free remake at our expense, or provide a full immediate refund. You will never be asked to return the faulty item.
• Customer-Submitted Typo: If you notice an error in the name you provided after our 12-hour grace period has elapsed, please reach out to us immediately. While we cannot offer a full refund for customer typos, we understand how important the gift is and will provide a heavily subsidized remake at direct workshop cost (up to 50% discount).

Faulty, Damaged, or Misdescribed Items (ACL Consumer Guarantees)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If your piece arrives with a broken clasp, transit damage, tarnishing, or defective resin drills, simply contact our team with your order number and a clear photo via WhatsApp (+61 494 794 408) or email (graceandglame.au@gmail.com) within 30 days of arrival.

How Refunds Are Paid

Approved refunds are paid back to the card or payment method you used, in Australian dollars. Once we process a refund, your bank usually takes 5–10 business days to show it.