Shipping, Returns & Cancellations

“Business days” means Monday through Friday, excluding U.S. federal holidays and announced studio closures. Customer service normally operates Monday through Friday, while physical shipping normally runs Tuesday through Friday. Holidays, events, live-sale days, and announced closures can affect processing.

In-Build, Built-to-Order, and Preorder pieces have longer lead times. If we learn that we can’t ship within the timeframe we gave you, we’ll contact you with an updated date and the cancellation or refund options that apply.

2. Shipping, Tracking & Delivery

We commonly ship with UPS, USPS, GlobalPost, DHL, and FedEx.

Available carriers and rates depend on your destination, the items in your order, and the fulfillment location. You’ll see the shipping options available for your order at checkout.

Carrier delivery dates and date ranges are estimates unless a service is specifically shown as guaranteed. Transit time begins after processing.

Tracking is provided when an item ships. An order may arrive in more than one package, especially when pieces come from different fulfillment locations or suppliers. We do not normally add an extra shipping charge solely because we split an order after purchase.

Some pieces from other designers may ship directly from the supplier. In those cases, the shipping origin, carrier, rate, or timing may be different from a package shipped directly by Jennafer Grace. 

Need to change your shipping address? 
Email shipping@jennafergracecollection.com as soon as possible and before shipment. We’ll do our best to help, but we can’t guarantee a change once fulfillment, label creation, or carrier handoff is underway.

3. Free Shipping

On jennafergracecollection.com, eligible U.S. orders of $250 or more currently receive Economy shipping at no charge.

Supplier-shipped products, special shipping profiles, and other sales channels may have different rates or promotions. The shipping offer shown for your order at checkout is the one that applies.

4. Delivery Issues

Once your order has been accepted by the carrier, transit and delivery are handled by the carrier and may be outside our control.

If your package is delayed, appears lost, arrives damaged, or tracking says “delivered” but you can’t find it, email us at shipping@jennafergracecollection.com. 

We may ask you to help with a carrier trace or claim.

We’ll review the tracking information and work with the carrier or supplier when needed, then help with the appropriate next step for your order.

5. International Orders

We don’t ship to every country through every sales channel.

Availability depends on the destination, product, carrier, supplier, and checkout configuration.

For ordinary Canada and international orders placed through jennafergracecollection.com, duties and import taxes are not currently collected at checkout. Your local customs authority, broker, or carrier may charge import duties, VAT/GST, brokerage fees, taxes, or other charges when the package arrives. Unless checkout says otherwise, the total shown at checkout may not include those import charges.

If an international package is refused or left unclaimed because import charges aren’t paid, any refund or store credit may be reduced by actual nonrefundable outbound shipping, return shipping, duties, taxes, brokerage charges, or carrier fees where permitted.

6. Returns & Exchanges

Changed your mind? 
Our optional Redo return program is available on eligible orders when Redo was purchased at checkout. Under our store policy, a change-of-mind return is available only when Redo was purchased. Redo is not required when consumer law independently gives you a right to return, cancel, withdraw, or receive another remedy.

For an eligible return, start the return within 7 calendar days after you receive the item. The item must be unused with all original tags attached. Follow the return instructions provided for your order, and please don’t mail a return to an address that wasn’t provided for that return.

Eligible order types:
Premade / ready-to-ship, In-Build, Built-to-Order, and Preorder items may be returned under the Redo program when Redo was purchased. Supplier / other-designer items follow the same general rule, although return routing may differ.

What you receive: 
Eligible change-of-mind returns are issued as store credit or, where offered and available, an exchange. Our store policy does not provide an original-payment refund for a change-of-mind return unless consumer law requires otherwise.

Return shipping: 
You are responsible for return shipping unless the Redo coverage attached to your order says otherwise. If we provide a prepaid label and its cost isn’t covered, the label cost may be deducted from store credit where permitted.

Original outbound shipping and expedited-shipping upgrades are nonrefundable under our store policy unless the law requires otherwise.

There is no standard restocking fee under our ordinary Redo return program. Exchange availability depends on inventory and the item/order.

Final sale under our store policy: 

Live-sale purchases

Sale / clearance items

Gift cards

Built-to-Order pieces are standard Jennafer Grace designs, sizes, and colors produced after purchase. We don’t treat an ordinary Built-to-Order item as customized or personalized simply because production begins after you order.

Gift cards are not refundable under our store policy, except where consumer law requires cash redemption, a refund, or another treatment. Final-sale rules don’t take away any consumer rights that apply to your purchase.

7. Something Wrong With Your Order?

If we sent the wrong item, or something arrives damaged, defective, or otherwise isn’t what you ordered, please email shipping@jennafergracecollection.com as soon as you can—ideally within 3 days after delivery—so we can help.

The 3-day request helps us investigate quickly; it does not shorten any longer warranty, conformity, or other consumer rights that apply. You do not need Redo to contact us about a problem with an item.

We’ll review the issue and provide the appropriate repair, replacement, refund, price adjustment, cancellation, or other remedy where required.

8. Need to Cancel an Order?

If you need to cancel, contact us as soon as possible.

Premade, In-Build, Built-to-Order, Preorder, Sale / Clearance, and supplier / other-designer orders: 
request cancellation within 24 hours after purchase. Premade and supplier / other-designer orders must also not already have shipped or been fulfilled.

Live-sale purchases: 
request cancellation within 12 hours after purchase.

Gift cards: 
no standard store-policy cancellation, subject to any rights required by law.

Once fulfillment or shipment is underway, we can’t guarantee that we’ll be able to stop the order. To request cancellation, email shipping@jennafergracecollection.com or use an available order or return form provided for the order. If a shipping delay or another issue gives you additional cancellation or refund rights under consumer law, those rights still apply.

9. EU & UK Customers

European Union. 

If you are an EU consumer and the legal right of withdrawal applies to your purchase, you generally have 14 days from physical possession of the goods to tell us you want to withdraw, without giving a reason. If items from one order are delivered separately, the period may run from receipt of the last item as provided by law. You may also tell us you want to withdraw before delivery.

To exercise the EU withdrawal right, email shipping@jennafergracecollection.com with a clear statement that you want to withdraw, use our Withdraw from contract here function, or use the EU Model Withdrawal Form below. You do not have to use the model form. If you use the online withdrawal function, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (for example, by email), including its content and the date and time of its submission, without undue delay. You do not need to have purchased Redo to use a statutory EU withdrawal right.

Unless we have agreed to collect the goods, return them without undue delay and generally no later than 14 days after telling us that you are withdrawing. You are responsible for the direct cost of returning the goods when applicable law permits us to place that cost on you and we properly informed you of that responsibility.

For a valid EU withdrawal, we’ll provide the reimbursement required by law, including standard outbound delivery cost where required, generally using the original payment method unless a different method is validly agreed. Any deduction for diminished value is limited to what the law allows, and where permitted we may wait to issue the reimbursement until we receive the goods or sufficient evidence that you sent them back, whichever comes first. No restocking fee applies to a statutory EU withdrawal.

A Redo decision, a store “final sale” label, or the fact that an ordinary Built-to-Order item was produced after purchase does not by itself remove an EU withdrawal right that otherwise applies. Statutory exceptions may apply to particular goods or contracts, including where applicable goods made to the consumer’s specifications or clearly personalized goods.

EU Model Withdrawal Form
(complete and return this form only if you wish to withdraw from the contract)

To:
Jennafer Grace LLC
5296 Alta Vista
San Diego, CA 92109
United States
shipping@jennafergracecollection.com

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (*):

________________________

Ordered on ()/received on ():
________________________

Name of consumer(s):
________________________

Address of consumer(s):
________________________
________________________

Signature of consumer(s) (only if this form is notified on paper):
________________________

Date:
________________________

() Delete as appropriate.*

For merchandise returns, follow the return instructions we provide. The address shown in this form is the address for sending a withdrawal notice and is not necessarily the address to which merchandise should be returned. This does not limit any return right provided by applicable law.


United Kingdom.

If you are a UK consumer and statutory distance-sale cancellation rights apply, you generally have 14 days after delivery to cancel a qualifying purchase, without giving a reason, and then generally 14 days to return the goods. If multiple goods from one order are delivered on different days, the cancellation period may run from receipt of the last of those goods as provided by law. These rights are separate from our standard cancellation windows and Redo return program.

To exercise an applicable UK statutory cancellation right, email shipping@jennafergracecollection.com with a clear statement that you want to cancel or use the UK Model Cancellation Form below. You do not have to use the model form.

Unless we have agreed to collect the goods, return them without undue delay and generally no later than 14 days after telling us that you are cancelling. You are responsible for the direct cost of returning the goods when applicable law permits us to place that cost on you and we properly informed you of that responsibility.

For a valid UK statutory cancellation, we’ll provide the reimbursement required by law, including standard outbound delivery cost where required, generally using the original payment method unless a different method is validly agreed. Any deduction for diminished value is limited to what the law allows, and where permitted we may wait to issue the reimbursement until we receive the goods or sufficient evidence that you sent them back, whichever comes first.

Redo and our store’s final-sale labels do not remove UK cancellation, delivery, defective-goods, or refund rights that apply. When the law requires a refund, we’ll provide the required refund rather than limiting the remedy to store credit. Statutory exceptions may apply to particular goods or contracts, including where applicable goods made to the consumer’s specifications or clearly personalized goods.

UK Model Cancellation Form
(complete and return this form only if you wish to cancel the contract)

To:
Jennafer Grace LLC
5296 Alta Vista
San Diego, CA 92109
United States
shipping@jennafergracecollection.com

I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []/for the supply of the following service [*]:

________________________

Ordered on []/received on []:
________________________

Name of consumer(s):
________________________

Address of consumer(s):
________________________
________________________

Signature of consumer(s) (only if this form is notified on paper):
________________________

Date:
________________________

[] Delete as appropriate.*

For merchandise returns, follow the return instructions we provide. The address shown in this form is the address for sending a cancellation notice and is not necessarily the address to which merchandise should be returned. This does not limit any return right provided by applicable law.


Customers elsewhere.

Customers in Canada, Norway, and other jurisdictions may have additional rights concerning delivery, cancellation, returns, defective goods, refunds, or other remedies. Those rights still apply when the law gives them to you.

10. Need Help?

We’re happy to help with questions about an order, shipping, returns, exchanges, cancellations, or an item that arrived with a problem.

Email: shipping@jennafergracecollection.com

Phone: 619.942.6042

Our full seller and legal contact information is provided in our Terms of Service and Legal Notice.