Returns

We do our best to ensure you are happy with your Vita Grace choice. However if you do wish to return an item please first visit our returns centre by clicking the below link:

REGISTER YOUR RETURN HERE

You have 7 days from the day of receiving your order to register your return.

APPROVED RETURNS: Once you have registered your return via our returns portal linked above, you must then dispatch your return to us within 7 days.  Return parcels dispatched outside of this timeframe would usually receive store credit only. 

DUBAI returns: If your return is approved please use our courier label to ensure a seamless return. This option will be available in our returns portal.

INTERNATIONAL returns outside UAE: We advise to make returns using only a tracked DHL service (further exclusions for DHL are detailed below). Please refrain from using other couriers, using DHL will ensure your return can enter our location smoothly and without issue.

Returns must be sent back to our distribution warehouse in United Arab Emirates.  

Are there any items which cannot be returned? 

We may not accept returns on any items which do not have the original ticketing/ ribbon attached and without the original packaging, also items which appear to have been worn/used/washed or altered. 

Pierced jewellery, hair accessories, bodysuits and swimwear cannot be returned due to hygiene reasons.

Monogrammed or personalised items are non refundable or exchangeable, in the case of a fault please contact us via hello@vitagrace.com.

Store Credit & Gift Cards are non-refundable.

Items reduced in price & featured in collections such as: Archive, Black Friday, Outlet, Warehouse or Sample sale categories.

Reduced price items are not accepted for return or exchange. No exceptions will be made for sizing, fit or fabric issues. We understand that buying reduced price or sale items can be tricky, so if you have any questions about the style, please reach out to our Customer Services before placing your order.

I have a problem with my order. 

In the rare instance that you receive the wrong item or notice a fault, please contact us via hello@vitagrace.com to ensure we can assist further. 

International returns 

Please ensure that you state you are "Returning to Seller" in the reason for Re-Export on your courier label. You must also state the original Airway Bill Reference number as this will help your return.

Please do not use a local postal service, we advise to use DHL or FEDEX. Postal service returns are often subject to an automated ‘return to sender’ as we do not have a PO Box return address.

UK & EU customers, we request you do not use DHL 'E-commerce Returns' as using this service, this results in your parcel being passed to local couriers which do not have access to our warehousing facility. DHL 'E-commerce Returns" service requires further charges for return delivery which we are unable to accomodate.

Please ensure your return reaches our warehouse within 7 days of dispatch to help us receive your item in good time. Some couriers do not have access to our warehousing facility therefore we recommend to use DHL Or FedEx for a smooth and swift return process. 

Please also note we do NOT refund international customs taxes and sales charges. Should you use any incorrect details on a return shipment label this would be at your own risk. 

Returns requiring customs charges at our side will not be accepted and remain with the courier service. The parcel will then be automatically returned to you the sender within 21 days.

Repeated Returns

We offer a flexible returns policy to make your online shopping experience even easier. We also monitor the number of returns made by customers and continued/excessive returns will be flagged and may, at our discretion, lead to the closure of your VITA GRACE account or future orders being refused. 

If this applies to your account, we will contact you.

Can I cancel my order? 

Cancelling prior to delivery: Please contact us at hello@vitagrace.com within 24 hours of ordering to request a cancellation, we will endeavour to accomodate requests where courier collections have not been made from our warehouse. After 24 hours, we are not able to make any changes to your order or stop it from being shipped.

Where is my refund?

We try our best to process your return ASAP, however on busy periods it may take up to 14 days for your return to be processed once your parcel has been received into our returns centre. Once processed you will receive an automated email containing all of the details of your refund. 

Please be aware that it can take your bank a further 2-10 days for the funds to appear back in your bank account depending on the card/payment issuer.   

Please allow 14 days from receipt to our returns centre before contacting us regarding your refund.

Returns for orders placed using our E-Gift Cards, will be re-issued with an E-Gift Card as the original payment method.

Orders placed using store credit will be returned to store credit as original payment method.  
Vita Grace is not liable for the loss of garments in return transit. We recommend using a tracked courier delivery method and taking note of your tracking number.

RETURNING YOUR ITEM: We may not accept returns on any items which do not have the original ticketing/ribbon attached and without the original packaging, also items which appear to have been worn/used/washed or altered. This may result in deductions from your refund for any damaged items, missing tickets, signs of wear etc.

Our goods are quality checked to a high standard before leaving our warehouse, each item is inspected carefully by our team before packing and again during packing. In the rare case you should discover a fault, we as this is reported to us within 2 days of receipt. Any faults discovered should be escalated to us via email including photos, each case will be reviewed by our team and dealt with by company discretion but we ask for the customer to notify us in 2 days. International orders which on the rare occasion find any fault we will endeavor to solve by repair or replacement. 

We reserve the right not to refund you if you return items to us outside of our Returns Policy. By ordering with Vita Grace FZCO you agree to the terms of our policies.

Please do not make Unauthorised Returns. 
To understand how we determine an ‘unauthorised return’ please click here for further reading.

Should you have any queries not covered within our policy please contact us at hello@vitagrace.com.