Service

Returns and Refunds

OUR RETURN POLICY

All items that you wish to return must be shipped back to us within 30 days from the date you received your parcel.

Items must be returned new and unused. Make sure you return all items that have been shipped to you along with the shoes: original box, shoe bags and shoe laces.

The shipment costs for returning merchandise must be covered by you, while in transit. Upon receipt of the product we will refund the shipping cost along with the products’ stated value.

From the moment you have received your package and until it arrives back to our warehouse, you are fully responsible for the merchandise. If your return gets lost or it is damaged in transit, you are liable for the value of the items and, therefore, you will not be refunded.

Any losses that are caused by currency fluctuations will not be refunded.

We do not refund any taxes, customs duties and charges claimed by the Customs Authorities of your country. However, if you have paid these duties and wish to claim them back, please contact your local Customs Office.

Request for Return:

Should your Gracill purchase not meet your expectations, you may return the product in its original and unused condition, with all tags and labels attached within 30 days after delivery, for a full refund or an exchange.

Please fill in the form as accurately as possible for us to be able to identify your order. Within 24 hours you will receive your Return Number and all necessary documents and instructions for returning your products.

Shipping of Returned Items:

Your return must be sent from the same country, to which we made the original shipment.

Returns in transit are entirely your responsibility. Therefore, we recommend that you use a secure trackable means to return your purchase to us. Keep a tracking number and/or the forwarder’s receipt of the returned shipment, as a proof of dispatch.

The shipment costs for returning merchandise must be covered by you, while in transit. Upon receipt of the product we will refund the shipping cost along with the products stated value.

Make sure that the merchandise reaches our warehouse within 30 days after you have received your package.

All returns must be shipped to the following address:

Defence Road, Real Cottages, House # B-7, Lahore Cantt, Lahore, Pakistan

Late Returns:

Returns that reach our warehouse outside the timeframe of 21 days (after you have received your package) may be accepted at our discretion and may only be refunded to you as a store credit.

Faulty Items:

All items have been controlled and checked for any possible faults before put into stock, to avoid the shipment of faulty goods to you. Nevertheless, if you believe that we have supplied you with faulty goods, contact us immediately by e-mail at service@gracill.com

After we have received from you the returned merchandise, we will inspect it and decide if your complaint is accepted. If accepted, we will fully refund you or replace the item, depending on its availability.

Refunds

Please note that any refund in case of returned merchandise can only be initiated after the merchandise has arrived at our warehouse and has been inspected. Please allow 7 days to inspect the returned merchandise. After which we will immediately issue the refund to your credit card.

The necessary time for the amount to show on your card account depends on your credit card company. Please contact your card issuer for this information.

For returns of faulty goods:

If your claim is accepted, we refund the entire value of the merchandise and the shipping costs.

Any losses that are caused by currency fluctuations will not be refunded.

We do not refund any taxes, customs duties and charges claimed by the Customs Authorities of your country. However, if you have paid these duties and wish to claim them back, please contact your local Customs Office.

Size exchanges

If you have purchased a pair of shoes, which doesn’t fit, you can opt to exchange it for another size. In this case, contact us immediately for reserving the item in the size you wish to have. Once the initial pair has been returned and reached our warehouse, we will ship the exchange pair. Shipping on the replacement item is free of charge.

To return the first purchased item, please request for a Return Number and specify on the form, that you wish to exchange the size and specify the new size you opt for.

Please note that this free of shipping charges service is only provided one time for one item. In case we don’t have your designated size in stock or we will not restock it within an acceptable time period, we will refund you under the regular conditions for Returns.