Return Policy
Last updated: 21 July 2026
At Grace & Arthur Cambridge, we want every customer to feel happy and confident with their purchase. However, we understand that an item may not always be the right fit.
Below you will find all important information about returns, refunds, exchanges and order cancellations.
Before returning an item, please contact our customer care team at:
We will be happy to review your request and provide the correct return instructions.
Nothing in this Return Policy limits your statutory rights under applicable UK consumer law.
1. How Our Return Process Works
Grace & Arthur Cambridge operates using a direct-from-supplier fulfilment model. To reduce unnecessary storage and excess inventory, we do not hold every product in our own warehouse.
Some products may be dispatched directly by one of our trusted international fulfilment partners.
Because of this, an approved return may need to be sent to a designated return facility operated by our fulfilment partner. This return address may be different from the address shown on the original parcel and may be located outside the United Kingdom.
Always contact us before returning an item. We will provide the correct return address and instructions for your specific order.
Do not return an item to the sender’s address shown on the parcel unless our customer care team has confirmed that address in writing.
2. Return Period
Grace & Arthur Cambridge offers a 30-day return period.
You may request a return within 30 calendar days of receiving your order.
UK customers also have statutory cancellation rights for most online purchases. Customers normally have 14 days after receiving an eligible item to notify the retailer that they wish to cancel. They then have a further 14 days to return it. No reason needs to be provided when exercising this statutory cancellation right.
Our 30-day return period is an additional store benefit and does not replace your statutory rights.
3. How to Request a Return
To begin a return, email:
Please include:
- Your full name
- Your order number
- The item you wish to return
- Your reason for returning the item, where applicable
- Photographs if the item is damaged, faulty or incorrect
Providing a reason may help us process the request, but it is not required when exercising a statutory cancellation right.
Please wait for our approval and return instructions before sending anything back.
Once the return has been approved, we will provide:
- The correct return address
- Packing instructions
- Any return reference required
- Information about applicable return costs
4. Return Conditions
For change-of-mind returns, products should meet the following conditions:
- The item is unworn, unwashed and unaltered
- The item has not been used beyond what is reasonably necessary to inspect or try it on
- All original labels and tags remain attached
- Any supplied accessories are included
- The item is free from stains, odours, make-up, damage or signs of extended wear
- The product is returned in its original packaging where reasonably possible
Customers may inspect and try on clothing in the same way they reasonably could in a physical shop. A refund may be reduced if an item has been handled beyond what is reasonably necessary and this has caused a loss in value.
Original packaging is preferred but is not, by itself, an absolute condition for exercising statutory cancellation rights.
5. Items That Cannot Be Returned
Certain items may be excluded from change-of-mind returns where legally permitted.
These may include:
- Personalised or customised products
- Products made to a customer’s specifications
- Perishable products
- Sealed hygiene-sensitive products after the seal has been broken
- Underwear or swimwear where a protective hygiene seal has been removed
- Earrings or similar personal jewellery where sealed hygiene packaging has been opened
These exclusions do not apply where an item is faulty, damaged, incorrect or not as described.
6. Return Shipping Costs
For change-of-mind returns, the customer is responsible for the direct cost of returning the item, including international postage or customs charges where applicable.
Customers are responsible for:
- Packaging the item securely
- Using the approved return address
- Paying the applicable return postage
- Retaining proof of postage
- Providing tracking information where available
We strongly recommend using a tracked shipping method. Grace & Arthur Cambridge cannot take responsibility for a return parcel that is lost before reaching the approved return facility.
Where an item is faulty, damaged, incorrect or materially different from its description, Grace & Arthur Cambridge will cover reasonable return costs where required by law. The Consumer Rights Act states that a trader must bear reasonable costs associated with returning rejected faulty goods.
Please contact us before purchasing return postage for a faulty or incorrect item.
7. Alternative Customer Solutions
International returns can sometimes be expensive or inconvenient.
Where appropriate, we may offer an alternative solution, such as:
- A partial refund
- A replacement
- A discount towards another order
- Another mutually agreed arrangement
Any alternative solution will be reviewed individually and confirmed in writing by email.
You are not required to accept an alternative solution. These options do not remove any refund, repair or replacement rights provided by law.
8. Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrect or materially different from its description, contact us as soon as possible at:
Please include:
- Your full name
- Your order number
- A clear description of the issue
- Clear photographs or video where reasonably possible
- Photographs of the parcel and shipping label where relevant
Photographs help us review the issue efficiently. If you cannot provide photographs, contact us so that we can discuss another way to assess the problem.
Customers are entitled to appropriate remedies when products are faulty, not as described or not fit for their intended purpose. UK customers generally have a 30-day short-term right to reject faulty goods, although additional repair, replacement or refund rights may continue after that period.
Depending on the circumstances, the available solution may include:
- A full refund
- A replacement
- A repair
- A partial refund
- A price reduction
9. Refunds
Once your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
For returns made under statutory cancellation rights, refunds will normally be processed within 14 days of:
- Receiving the returned item; or
- Receiving satisfactory evidence that the return has been sent, where this occurs first
Where legally required, the refund will include the original standard delivery charge. If you selected a more expensive delivery option, only the cost of the least expensive standard delivery option offered may be refunded.
For change-of-mind returns made under our extended 30-day policy but outside the statutory cancellation period, original delivery charges are not refundable unless otherwise agreed.
Please note:
- Bank or payment-provider processing times may vary
- Refunds can only be sent to the original payment method
- A reduction may be applied where unnecessary handling has reduced the item’s value
- Return postage is not refundable for change-of-mind returns unless otherwise required by law
10. Exchanges
Exchanges are subject to product and size availability.
To request an exchange, contact:
In some cases, the quickest option may be to return the original item for a refund and place a new order for the preferred item or size.
Any exchange instructions will be confirmed by email.
11. Order Cancellations
Contact us as soon as possible if you wish to cancel or change an order:
We will try to assist, but we cannot guarantee that an order can be stopped once it has entered processing or has been transferred to a fulfilment partner.
If the order has already been dispatched, you may need to receive it first and follow the return procedure.
This does not remove any statutory cancellation rights that apply to your purchase.
We encourage customers to contact our customer care team before starting a payment dispute or chargeback so that we have an opportunity to resolve the matter directly. This request does not limit any rights you may have through your bank, card issuer or payment provider.
12. Delivery Address and Missing Orders
Customers are responsible for entering a complete and accurate delivery address during checkout.
If you notice an error, contact us immediately at:
We cannot guarantee that an address can be changed after processing has begun.
The order generally remains at the trader’s risk until it is delivered to the customer or another person nominated by the customer.
If tracking shows that an order has been delivered but you cannot locate it:
- Check around the property and any nominated safe place
- Ask household members or neighbours
- Review any delivery photograph or carrier notification
- Contact us so that we can assist with an investigation
Where delivery was made to a safe place, neighbour or other recipient specifically selected by the customer, responsibility may pass once delivery has been completed according to those instructions.
Each case will be reviewed using the available tracking and delivery evidence.
13. Refused and Uncollected Deliveries
If a parcel is refused, not collected or returned because of an incorrect or incomplete address, we will contact the customer once the parcel has been received by the relevant return facility.
Any refund may be reduced by reasonable costs incurred as a result, where legally permitted.
Additional shipping charges may apply if the customer requests that the order be sent again.
Refusing delivery does not always complete the formal cancellation process. Customers should also notify us in writing at:
Contact Information
Grace & Arthur Cambridge
Website: gracearthurcambridge.com
Email: info@gracearthurcambridge.com
Our customer care team is available to assist with questions about orders, returns, exchanges and refunds.