What happens if my package is lost or stolen?

Please be advised that we are not responsible for lost or stolen items once your order has shipped. If your order is not received according to the tracking detail provided, you must file a claim with the carrier while notifying  Grâce Toléqué Atelier. Once a claim is filed and a claim number is obtained,  the Grâce Toléqué Atelier team will work with you toward resolution of the issue based on the shipping carrier's findings.  Unfortunately Grâce Toléqué Atelier will not replace items in a stolen package that was marked as delivered by tracking. 

We do not offer refunds on packages that are lost by the carrier and cannot refund shipping of packages sent out by the Grâce Toléqué Atelier team.

What if a garment I purchased becomes damaged after wear?

We are only able to refund/exchange of unworn damaged garments within 14 days of delivery (as indicated by tracking information). Items damaged past the indicated date cannot be refunded or exchanged at any time. If an item arrives damaged, please head to the returns portal to initiate a return/exchange. You will be able to upload pictures and describe the damage. Once the return is initiated, the portal will generate a return label to ship the damaged item back to us.  

We review damages on a case-by-case basis and in some cases may provide store credit. In the case that your refund is approved, we will issue a store credit to the email address provided at checkout.

how can I change my shipping address if the one I provided for my order is incorrect?

Please email us at help@gracetolequeatelier.com as soon as possible to fix your delivery address and include your order number in the subject line. Once the order is shipped, we are unable to change the shipping address. Please reach out directly to the carrier to update your address. Should the package be returned to us, we will reach out to you via email for reshipment or exchange.

What if my package or a garment from my order arrives damaged?

In the event that your item is damaged in transit, please contact the shipping carrier to file a claim. Please also email us at help@gracetolequeatelier.com to let us know your product or package was damaged by the carrier and include your claim number from the carrier. We are happy to cooperate with the shipping carriers' investigation and provide any information they may need to resolve your claim.

What if I change my mind after purchasing, it doesn't fit or i purchase the wrong item by mistake?

If the item you received doesn’t fit your needs, please process your return through the portal within 14 days of delivery. You may return the item to us for store credit only. 

What if I am charged customs on arrival?

Grâce Toléqué Atelier is not responsible for the customs charges placed on international orders. If you are unwilling to pay the customs costs presented by your country, you may abandon the package through communication with the carrier. Unfortunately, Grâce Toléqué Atelier will not be able to credit, refund or send new items.