Refund policy

Return Policy

§1 General Provisions
This policy sets out the terms and conditions for returning purchased products in the GraceHeels online store.
Returns are only possible for unused, undamaged products in their original packaging.

§2 Return Conditions
Customers have the right to return a product within 14 days from the date of receiving the order.
To initiate a return, customers must submit a request via the contact form available on the store's website under the "Contact" section or by sending an email to grace-shop.kontakt@gmail.com.
Returned products must be sent back promptly, no later than 14 days from the date of receiving the order.
The product must be returned in its original condition, without any signs of use, in its original packaging, and with proof of purchase included.

§3 Return Procedure
The customer is responsible for the return shipping costs unless the return is due to an error by the store (e.g., incorrect product shipped).
Returns should be sent to the address provided by the seller within Poland.
Once the returned product is received, the store will verify its condition within 14 business days from the date of receipt.
If the return is approved, the refund will be issued within 14 business days from the moment the customer is notified of the positive verification. The refund will be processed via the original payment method or to the customer's bank account.

§4 Exceptions to the Right of Return
Products that show signs of use, have been damaged by the customer, or lack their original packaging are not eligible for return.
If the product exhibits visible signs of wear (e.g., scuffs, dirt on the sole), the store reserves the right to reject the return.

Shoe Warranty – 3 Months!

Our shoes are handcrafted, which may result in slight irregularities. While our quality control team thoroughly inspects and cleans each pair before shipment, minor glue marks, loose threads, or slight sole unevenness may occasionally be present due to the materials used. These small differences do not affect the durability of the footwear but highlight the authenticity of handcrafted products, making each pair unique.

We guarantee all our shoes against manufacturing defects for up to 3 months from the date of purchase, provided they are used under normal and recommended conditions. If you experience any issues with our product after reviewing this guide, please contact us by emailing graceshop.kontakt@gmail.com with a photo of the issue.

Repair as an Eco-Friendly Solution
If possible, we will offer to repair your shoes. This is a more environmentally friendly solution that will allow you to continue using your shoes sooner.

Replacement or Refund
If, despite our quality control efforts, the received product is damaged, defective, or incorrect, we can replace it or issue a refund within 30 days of receiving the product. In this case, please contact us via email at graceshop.kontakt@gmail.com, providing your order number and photos of the damaged, defective, or incorrect product.

Repair or Replacement of Specific Parts
Heel Tip:

● Up to 3 months from purchase: If the heel tip is abnormally damaged, we will cover the cost of replacement at a cobbler (after receiving a photo of the receipt).
Detached Sole:

● Up to 3 months from purchase: If the sole detaches, we will cover the repair cost at a cobbler upon receiving a photo of the receipt.
Buckle & Zipper:

● Up to 3 months from purchase: We will cover the cost of repair at a cobbler. If repair is not possible, you will receive a discount code for a new pair, proportional to the defect and time of use.

Damages That Cannot Be Repaired

Materials:

● Up to 3 months from delivery: If the material suffers unnatural damage or tears, you will receive a discount code for a new pair, proportional to the defect severity and usage time.
Broken Shoes:

● If you need your shoes immediately, you can take them to a cobbler, and we will reimburse the repair cost (up to 40 PLN) after receiving a photo of the receipt.

● We will cover cobbler repair costs (up to 50 PLN) upon receiving a photo of the receipt.

● You will receive a discount code for a new pair, proportional to the time of use.

  Important Information
● Claims regarding sole wear are not accepted, as soles naturally wear down over time.
● Dancing in heels is a sport, and every pair of shoes will eventually wear out.
● This warranty provides information about available solutions in case of product issues, but each case is reviewed