RETURNS INFORMATION
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We want you to be completely satisfied with your purchase therefore we offer returns on full-priced items, for either a size exchange or a product store credit.
The items meet our return conditions as outlined in our terms of purchase.
The original cost of shipping is non-refundable and will not be included in any credit notes issued.
International returns: returns are generated for you through our returns portal, with a $30 USD base rate handling fee for label generation.
Australian returns: Return costs are covered in full, a return label will be generated for you in our returns portal
Credits or Exchanges must be requested within 7 days of receiving your item and returned to us within 14 days. Once the return is received, please expect up to 1-3 business days to process your return.
The items being returned must be unworn, unused and in original condition with all tags and packaging intact. Take caution when trying on garments, as we will not accept them if they have makeup marks, stains and/or smell of perfume or body odor, etc.
REFUNDSWe don't provide refunds for change of mind return. Change of mind returns extend to, ordering the wrong size or colour, not liking the style, fit, or fabric, finding a better price elsewhere, simply deciding you no longer want the item, or purchasing multiple options with the intention of returning some. Please make sure you are confident in your decision of purchase before purchasing.
EXCHANGES
International Customers:
We currently do not offer exchanges for international customers, if you wish to exchange an item, we recommend returning the unwanted item as soon as possible for store credit and using this to re-purchase the new item.STORE CREDIT
Store credit will be processed within 3-5 business days after the returned item is inspected at our warehouse.
DISCOUNTED & SALE ITEMS
- All sale items are final. No refunds, exchanges, or store credits will be issued.
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If you have received a faulty item, please contact us at ancegria@ancegria.com within 7 days of receiving your order. Be sure to include supporting images so we can assess the issue. Our team will get back to you within 48 hours.
Please note:
Items that have been worn, misused, or improperly cleaned (including dry cleaning) are not considered faulty.
We strongly recommend choosing your dry cleaner carefully, as we cannot reimburse for damage caused after purchase.
Claims made outside of the 7-day window are not eligible for review.
If your item is deemed faulty, we’re happy to offer a repair or replacement. If neither is possible, and the item is unworn, a refund will be issued.
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Follow the link below to return an item for either an exchange or store credit.
Return portal
Any other enquires please email ancegria@ancegria.com
Please allow 1-3 business days for us to get back to you regarding your return. If the package does not reach us safely, we will not be able to process your return, please make sure you use a suitable bag or box to ship your item back to us in. -
Unfortunately, once your order is placed, cancellations or changes cannot be made.
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COSTS
STANDARD : $4.00 AUD 2-5 business days
EXPRESS : $10 AUD 1-3 business days
*free shipping orders valued over $400
INTERNATIONAL EXPRESS : $25 AUD 3-5 business days
HIGH RISK AREAS : $70 AUD 3-5 business days. High risk charges incurred by DHL
*Unexpected delays to delivery can occur and are outside of our control.
PREORDERS
Please check time frame in product description. All timeframes are from DISPATCHED date not Delivery date. Dispatch dates are an estimate and aren't guaranteed, please contact us for more insight into the items pre order timeframe.
ORDER PROCESS
ance gria process orders throughout the week. As we are a small business please allow 1-4 business days for your order to be processed and packed prior to shipping. Order delivery time depends on shipment courier and destination. Delivery times are provided as a guideline only, and do not take into account possible delays caused by payment authorisation, stock availability, and/or delays due to customs.
TAXES & DUTIES
As we ship from Australia, all international orders are subject to local taxes, customs duties, and import fees ("Import Fees"), which are calculated and included at checkout based on your shipping address and your country’s customs regulations. This means you won't face unexpected charges when your order arrives. Please note, duties and taxes are non-refundable.
SHIPPING DISCLAIMER RESPONSIBILITY
Once your parcel has been dispatched and is in the care of DHL or Australia Post, Ance Gria is no longer responsible for any lost, stolen, or damaged items during transit. This includes parcels marked as delivered by the courier. Please note, if you have waived the signature requirement—either at checkout or directly with the courier—you accept full responsibility for the safe receipt of your order. We recommend selecting signature on delivery to ensure secure receipt.
FAQ
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All international orders are subject to import and customs fees which are calculated and charged at checkout. We do not cover the cost of these charges and it is your responsibility to pay for these. These costs cannot be reimbursed or refunded, please consider this when placing your order.
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We offer estimated dispatch times for all pre-order items, however some items can incur unexpected delays. If you are needing more information on your pre-order please contact our customer care team at ancegria@ancegria.com.
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Sadly, we do not offer custom pieces.
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Once your order has been placed, we are unable to cancel your order. If you would like to make changes to your order, please contact our customer care team as soon as possible.
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We are able to provide measurements of particular items or sizes upon request.
we also have Size charts that can help make the decision process easier
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Once your item is dispatched you will receive an email with confirmation and tracking.
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We ship worldwide
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The item will be returned to us, please note we incur cost for the item to be returned and will therefore charge a 30$ return fee off store credit issued.