Frequently Asked Questions


  • What are the payment methods Gracill accepts? +


    We accept Visa, MasterCard, American Express, and PayPal for all countries. Moreover, we accept additional local payment methods for various countries, which will be offered to you during the check-out process.
  • Why has my payment failed? +


    There are many reasons payment errors can occur and a number of steps you can take to resolve potential issues. Please review your personal and credit card information to verify that everything has been entered correctly. You could also try a different credit card or payment method. If problems persist, please contact your bank, as it is possible that your account lacks sufficient funds or has been flagged for security reasons. For any other issues or questions, please contact our Customer Care at
  • What is my return & refund 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 21 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 mailto:

    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.


    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.

  • How do I know if an item is in stock?+


    Our current stock is listed on our website. If your desired size is not available in the drop-down menu of a product, it means this size is out of stock. If you have special requests concerning sizing and availability, email our Customer Care at department. Gracill does not work with a waiting list; when more sizes become available they are immediately displayed online and available for purchase.
  • Do I need to set up an account to place an order?+


    Creating a Gracill account has many benefits: - Track your orders and review past purchases - Request returns or exchanges - Save your address and card details for faster shopping - Save your personal measurements and sizes Alternatively you can checkout as a guest, without having to register.
  • I've forgotten my password. What should I do?+


    If you have forgotten your password, change it here and follow the 'Forgot Your Password?' instructions.
  • How do I make a purchase? +


    We aim to make online shopping as simple and straightforward as possible. You can select this category in our online store. Once you have found an item of your liking, select your size and use the "add to cart" button. If you don't know your size, you can use our size advisor, to be found under the drop-down menu where you select your size under the name "What's my size". Review the items in your shopping cart by selecting the cart icon in the top right corner. You can use the "remove" button to delete items from your cart. Click on "check out" to go to the page where you can complete your order.
  • I have a question or a comment about your products or service? +


    If you have any questions or comments about our products or service, do not hesitate to contact our Customer Care representatives. We will answer your question or request as soon as possible, but no later than 3 business days. Our Customer Care representatives are available per email.
  • Does Gracill sell gift cards? +


    Gift cards of various amounts are available for purchase online . You have the option to choose an e-gift card by email. Gift cards have no expiration date. Please note that they are not redeemable for cash. To purchase a gift card please click here to purchase online.
  • Do gift cards expire?+

    Gift Cards

    Our gift cards do not have an expiration date.
  • Are gift cards valid online? +

    Gift Cards

    Yes, you can use our e-gift cards to pay for your order online . To check the balance of your gift card, please click here.
  • What countries does Gracill ship to? +

    Gift Cards

    Gracill offers worldwide delivery, with the exception of Russia, Cuba, Mexico, and North Korea.
  • How long does it take for my order to arrive and how much will it cost?+


    Depending on the country it can take from 5-9 business days. All deliveries are made using UPS. Your UPS tracking number can be found when logging into your GRACILL account. With this tracking number you can track the status of your order on
  • How can I track my order?+


    Your products will be delivered through high-quality courier services. After we have dispatched your parcel, you will receive an automated email stating a track & trace number so you can easily follow the whereabouts of your parcel.
  • HDoes Gracill ship to Post Office Boxes? +


    Please note that we neither deliver to Post Office Boxes, nor do we deliver to forwarding addresses.
  • What is your cookie policy? +


    When visiting our website, Gracill receives and records information from your browser through a variety of methods, such as cookies and pixel tags. Cookies are pieces of information sent to your web browser when you visit the Gracill website. Working in combination with website content, cookies capture and remember information like shopping cart items, purchase history, username, password, and other information. We use cookies and tiny graphic images called pixel tags to track, in aggregate form only, customers' site usage and recognize personal settings and preferences; enabling us to improve site services and experience. Cookies and pixel tags also provide us with data about site traffic and interaction, and identify, obtain, and measure trends, statistics, and other general site analytics so that we can offer better site experiences and tools in the future. As is common practice on many websites, we may contract with third parties to assist us in gathering data, however, they are only permitted to use information collected to help Gracill conduct and improve its business. You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies by adjusting your browser settings. However, please note that disabling cookies will restrict access to many of the features that make our website more efficient, as well as prevent certain services, including online shopping, from functioning properly. Gracill also works with companies who use tracking technologies to serve ads on our behalf across the internet. Additionally, these companies may collect non-personally identifiable information about your visits to our website to help research and measure the effectiveness of our online content, advertisements, and other forms of communications. If you are located in Europe, you can delete cookies via Your Online Choices, to ensure they won't be placed on a third party website. Gracill ships free of cost.
  • How much duties and taxes will I have to pay when I order from Gracill?+

    Taxes And Duties

    All prices listed on this website are in US Dollars and don't include VAT, or import duties, customs and local sales taxes imposed by your country. Please take into consideration that you are liable for import duties, customs and local sales taxes levied by your country. Since we are not able to estimate how much these extra-charges will be, we advise you to inform yourself at your local Customs Office. Please note that taxes, duties and charges will be invoiced to you and levied by the courier services or your local post service. In some countries the post announces you to pick up the parcel from Customs directly in order to balance import taxes and duties.