FAQ – Gracefulandco

*Please note that due to certain restrictions from some countries and shipping providers due to COVID-19, we are experiencing longer shipping and delivery times than usual. But rest assured, we will have your jewels to you as soon as possible! If this presents any problems for your order, please don’t hesitate to contact us.

(*This may change as the worldwide COVID-19 situation progresses.)

We ship Monday - Friday between the hours of 9am-5pm +8.00 gmt, with the exception of Malaysia Public holidays.

Economy shipping: Estimated to receive within 7 - 9 business days after fulfillment.

Express shipping (FedEx): Estimated to receive within 1 - 4 business days after fulfillment.

Please allow 1-2 business days (not include weekend and public holiday) for us to fulfill and dispatch your order. Gracefulandco team pledge to dispatch every order immediately. For sale period, festive season and public holidays, order dispatch may take up to 3-4 days in these cases.

All orders will be fulfilled via our warehouse in Malaysia.

As the recipient, you are responsible for any subsequent costs incurred for parcels returned to our warehouse due to 1) Delivery attempted but customer was not at home and not safe to leave it in post box. 2) Shipment unclaimed from the post office after a period of time. 3) Incomplete/incorrect address information (Bad Address). Standard shipping fees will be incurred for all parcels re-sent from our warehouse.

Please ensure that your delivery address and mobile number is accurate, to ensure your gorgeous goodies gets to you as quickly as possible ;)

Yes. There may be duties, taxes or handling fees incurred on your shipment. These charges will be the customers responsibility. Tax and customs charges is dependent on your country law & regulations. Gracefulandco does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country.

For more information, please contact your local customs office.

We are not able to reimburse you for duties and taxes paid upon delivery. If required by local authorities, the postal company may reach out to you for more information such as tax ID for customs clearance.

As we sell direct to customers with no high markups, please be assured that even after taxes, our prices are still the same or even lower than retailers.

To cancel your order, please notify us at hello@gracefulandco.com with 12 hours after order has been placed. No cancellation will be accepted after the stipulated time period.

This is because chances are that your order might have already been processed. In that case, we will not be able to make any changes.

Accepted cancellations will be refunded in the form of store-credit. Cancellation and exchanges during sale period is not allowed.

Please note that our payment provider for credit card (Stripe) does not support payment of American Express Card for Malaysia merchants.

But rest assured, you can still proceed the payment with your American Express Card by using (Step 1) Paypal Checkout as Guest and then (Step 2) complete your payment details with your American Express Card to confirm purchase.

Once payment is received, orders will be processed at the soonest possible time.

At Gracefulandco, returns or exchanges are allowed in certain circumstances. Products must be unworn, and in their original condition and packaging.

Our return & exchange policy will cover you within 10 Days of your receiving your order. We do not offer return or exchange after 10 days period has expired.

Earrings and pierced jewelry are strictly not eligible for return, exchange and store credit due to hygiene purposes.

For non-pierced jewelry, please ensure that the item is in original condition, original plastic bag packaging and in original gift box to be eligible for return, exchange or store credit.

Return, exchange and store credit are not allowed for change of mind or unsatisfactory purchases. If you are unhappy with your purchase, please get in touch with our customer support at hello@gracefulandco.com. Our customer support will be happy to assess your needs :)

Please contact our CS team at hello@gracefulandco.com within 10 Days of receiving your order.

Please note that in cases of all approved refunds, it will be refunded in the form of store credit.

Please note that in the cases of all approved exchanges, return postage back to us will be borne by buyer.

Guidelines For Return Mail For Exchange/Return Of Item:

1) Please ensure that the item is in original condition, original plastic bag packaging, original jewelry bag and in original gift box.

2) It should be mailed in a sturdy envelope to prevent any damage in transit.

3) Mail the parcel with registered tracking number to ensure delivery of return parcel.

Gracefulandco’s jewels are made of 925 sterling silver or gold plated over 925 sterling silver. Gracefulandco's jewels are hand-crafted using a variety of high-quality materials. We specializes in S925 sterling silver and most of them are stamped with a "S925" or "925" mark which represent the precious metal content of the jewels.

Our plated jewelries are finished off with a layer of e-coating to ensure they maintain their luster and shine for much longer. Short for electrophoretic coating, e-coating is a process of immersing our plated jewels in a water-based solution containing a semi-transparent mixture of emulsion. This added layer of goodness which we add on to each of our designs, is to ensure every piece shines and lasts longer.

Our jewels are put together by hand, and as a result there can sometimes be slight differences in color, size and finishing of the materials or embellishments.

For more details on our materials and jewelry care please visit at Materials & Care.

Every jewel deserves a little loving and care! Most of our jewels are made of 925 sterling silver or gold plated over 925 sterling silver.

Sterling silver is a material that is prone to tarnish and turn dull over time. However, different to other materials, this layer of tarnish can be removed. To keep sterling silver shiny, keep away from water and harsh chemicals such as detergent, lotions, and perfumes. Grit and dirt may collect on top of your jewels. To clean sterling silver jewelry, use gentle toothpaste, or mix baking soda and water and wrap jewelry in aluminium foil for 5-10 minutes then gently wipe to reveal a polished surface.

Gold-plated jewels may lose its shine or darken over time. Simply use a dry, clean cloth to polish the jewels and it shall regain its shine. However, avoid exposing gold jewelry to water, sweat and other chemical substances (e.g. shampoo, chlorine or perfume) or it may experience fading of color. It is not possible to regain its shine if the gold layer is worn off. Therefore it is absolutely important that you take precautions to care for your gold plated jewels.

To preserve the condition of your gorgeous pieces, always avoid contact with chemicals and moisture‚ such as hair spray, perfume‚ lotions‚ household cleansers, pool and sea water. All jewelry should be taken off before showering/swimming/exercising. Use a dry, soft cloth to wipe your jewelry pieces after wearing them to remove natural body oils, sweat or residue. Keep them clean & dry in a closed storage such as the airtight bag provided when not in use.

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