Free Standard Shipping On Orders Over US$69.00
Enjoy Free Returns for 30 days

FAQs

ORDERS

1. How do I check my order status?

Once you place an order, you will receive an email confirmation with your order and another email with your tracking number. If you did not receive the email confirmation, please email us at service@graecove.com

2. What happens if my item is out of stock or back-ordered?

We will contact you in the event that the item you ordered is out-of-stock or on back-order. You may opt to exchange or return your order.

3. Why doesn’t my coupon code work?

Here are a few tips to troubleshoot:

Enter your coupon code at checkout under the “Gift Code/Discount Code” field.

Check the expiration date of your coupon code.

Coupon codes may only work on certain items. Already discounted, sale or final sale items may not be eligible.

Coupon codes may be case sensitive and do not contain any spaces.

Most coupon codes may only be used once.

PRODUCTS

1. Where are your garments made?

We are global team of designers, makers, creative thinkers, dreamers and doers. We are headquartered in Hong Kong and have offices based in Guangzhou, Shenzhen, San Francisco and Boston.

We operate our own workshops and manage our own teams. We do not outsource any production to any third-parties. This grants us the ability to oversee all aspects of our manufacturing, ensuring the quality of our work, managing the workshop environment and nurturing the relationships we have with our team. To see our commitment to our team and the environment, please go to our"About Us" page.

2. What does your team do to ensure quality products?

Grae Cove has implemented a rigorous 3-step quality control system. We check all incoming fabrics for any defects or discoloration. Then, our makers carefully cut and sew each piece by hand. Finally, we have implemented a quality check once the products are done and ready to be shipped. But, of course, we're only human! So, if you receive a product that does not meet your quality expectations, please email us at service@graecove.com

3. Why are your products exceptionally priced?

Grae Cove has no middlemen (from sourcing agents to expensive warehousing) and we do not excessively markup our products. We ship from our workshop direct to your door. To learn more about transparent pricing, please learn more Here .

4. Do you use plastic, real fur and leather?

We do not use any plastic, fur or leather in any of our garments. Instead, we use only 100% natural fibers from sustainable or organic sources.

We are also working towards removing any virgin plastics from our packaging.

5. How do pre-order items work?

We offer a limited selection of pre-order items. These are items that have been designed and vetted by our designers, but aren’t in stock yet. Delivery times for pre-orders vary. Please consult the pre-order item page for an estimated ship date.

6. How can I share my feedback or comments on your products or service?

You’re our number one inspo for everything we do, so we value your feedback above anything else! Send your thoughts service@graecove.com.

RETURNS

1. What is your return policy?

We offer a 30-day money back guarantee on most merchandise. All returning customers are responsible for shipping returns back to us.

All returns must be initiated within 30 days of delivery date. The 30 day period starts on the date our tracking shows delivered.

We'll email you a pre-paid shipping label for your return. Read about our full returns process below.

Merchandise must be returned unworn, unwashed, undamaged, unaltered and in its original packaging.

If you received a damaged, defective or incorrect item, please contact us and we will send you a pre-paid shipping label for your return.

Grae Cove monitors account activity and reserves the right to refuse transactions, assess fees and/or close accounts based on order or return behavior.

*Other merchandise, such as gift cards, accessories, undergarments, swimwear, and items marked FINAL SALE or FLASH SALE are not eligible for returns.

2. What is your refund process?

1. Contact us about your return within 30 days of the delivery date.

If you're not 100% satisfied with your merchandise, contact us at service@graecove.comPlease provide the following information:

- Your order number

- The item(s) you wish to return

- Reason for return (too large/small, not to your expectations, didn't like the style, etc.)

2. Receive a response from our customer service team within 24 to 48 hours.

You will receive a response about your refund request and next steps from our customer service team within 48 hours. If your request is approved, we will email a pre-paid shipping label to return your items. Return shipping is free for all first time customers. All other customers are responsible for shipping their merchandise back to us.

3. Ship your merchandise back to us.

Please note that your returned merchandise must be unworn, unwashed, unaltered and in its original packaging. Accessories, undergarments, swimwear, and items marked FINAL SALE or FLASH SALE are not eligible for returns or exchanges.

If you are not using the pre-paid shipping label we sent you, please provide us with proof of return shipment (e.g., tracking number).

4. Inspect/approve your returned merchandise and refund initiated.

We will inspect the return and initiate a refund within 2 to 3 business days of arriving at our warehouse. A refund confirmation will be sent to you via email. Please note that refunds take 2 to 14 business days to reflect in your bank account. This time depends on the policies of your financial institution.

3. How do I make an exchange?

Unfortunately, we do not currently offer exchanges on Grae Cove merchandise. Please initiate a return on the original item and place a new order for the replacement item. See return policy to return your order.

4. How do refunds work?

Returns take us 2-3 business days to process upon reaching our facility. Please keep track of your return package using the tracking number on your return shipping label. Once your return has been inspected and process, we will refund (less original shipping & handling) in the original form of payment (no exceptions). Refunds can take up between 2-7 business days to reflect onto your credit card account. This time depends on your financial institution.

5. I received a damaged or incorrect item.

We're so sorry to hear this! Please send a photo of the damage and/or incorrect item and email it to us at service@graecove.comwithin 30 days of the delivery date of your order. Please note that we monitor the delivery dates. We'll do our best to resolve the issue.

6. There are some missing items from my order.

If you believe there might be a missing item from your package, please email us immediately with your order # and missing item # at service@graecove.com.

7. How do gift returns or gift exchanges work?

If you were gifted a Grae Cove item, but it’s not quite what you had in mind, you can return your item for store credit. Notify us at service@graecove.com with your order # or gift receipt for assistance. Please note that we cannot refund you the amount in cash or cash equivalent.

SHIPPING

1. How long does it take to prepare my order?

After your payment has been authorized, we will prepare your order. Most in-stock orders take 2-3 business days to prepare before shipping. (Because our items have more hand-made processes and high-quality standard requirements.)

If you ordered a pre-order item, this timeframe will be dependent on the expected in-stock date.

*Business days do not include local holidays or weekends.

2. When can I expect my order?

Shipping time takes either 4 to 6 business days* for express, or 6-9 business days* for standard shipping.

When estimating your order arrival time, please include both order processing time and shipping time.

If you place an order on Friday through Sunday, we will begin to process your order on the next business day (typically Monday).

*Business days do not include local holidays or weekends.

*Delivery Times and COVID/Supply Chain Issues

It's our top priority to make sure your orders get delivered to you as soon as possible. But due to the impact of the COVID-19 epidemic and supply chain issues, the delivery delays may occur and may be out of control. We appreciate your patience and understanding.

3. Why were the items in my order sent in separate shipments?

We prioritize our in-stock items and ship these out first. Occasionally, we will split your order up into separate shipments, especially if one (or more) item(s) is out-of-stock, on backorder or pre-order. If it seems that you are missing items from your package, please email us at service@graecove.com .

4. My tracking number doesn't work or I haven't see any changes in my tracking.

After placing the order, you will receive a tracking number via email within 2 to 3 business days. The tracking number is activated once your order has been scanned in at the airport in Guangzhou.

Please note that once it ships we do not have any control over the speed of the delivery and cannot expedite shipping or change delivery addresses. If you need any assistance, please email service@graecove.com.

5. Can I cancel, make changes to my order or my delivery address after I place it?

It is important that you confirm the order details before you place the order. We do not allow cancellations or changes to your order once it has been placed. However, please email usservice@graecove.com as soon as possible with your concern. We will do our best to accommodate your requests.

6. Help! My order was lost or stolen. What should I do now?

Unfortunately, these things do happen. If your order was marked as “delivered”, but you have not received your package, please contact us atservice@graecove.com to file a claim.

Please note that Grae Cove does not reimburse for stolen or misplaced orders, or orders delivered to the incorrect address by the delivery courier.

7. Tell me about import duties and customs.

We ship from our facility in Guangzhou, China. But your package should not be subject to import duties. If your package was rejected by customs, please notify us at service@graecove.com .

BRAND

1. Do you have an Influencer or Brand Ambassador program?

Yes! We would love to work with you. Please email us at service@graecove.com.

2. Do you offer options for plus-size/curvy, petite or tall women?

Body positivity and inclusivity are extremely important to us and we are currently working with our manufacturers to demonstrate our core values through our clothes. We are always looking for fit testers, collaborators and brand ambassadors to help us make these collections serve you as best as possible. Email us at service@graecove.com if ou’re interested in partnering with us!