FAQs

HOW DO I MAKE A PURCHASE?

Shopping at Elias & Grace is easy:

  • Use the BABY, BOYS and GIRLS links to select your items.
  • You can also shop directly from the look-books or by designer.
  • Once you have found an item, choose the size and colour. Then click on the 'ADD TO MY BAG' button on the product page.
  • Review the items in your shopping bag by clicking the 'MY BAG' link at the top of the page.
  • Click on 'PROCEED TO PURCHASE' and then follow the easy prompts on screen to complete your order.

If you have any questions about how to purchase that are not answered here please contact us at: [email protected] or by telephone on: 020 7424 9534 or 00 + 44 207 424 9534 internationally

CAN I PLACE AN ORDER BY TELEPHONE?

It is possible to make an order by phone

Simply call a customer care representative on 020 7424 9534 or 00 + 44 207 424 9534 internationally

After providing us with the details of the items you wish to purchase and your billing information, we will process your order.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

No you can shop at Elias & Grace without creating an account

However we recommend registering with us to enjoy exclusive fashion news, offers, promotions and competitions.

Registering allows you to save your address and card details so you can shop even quicker next time.

I'VE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page.

Please note, for security reasons we are unable to send your old password via email.

WHAT PAYMENT METHODS DOES ELIAS & GRACE ACCEPT & IS IT SAFE TO USE MY
CREDIT CARD ONLINE?

We accept Visa, MasterCard, Visa Debit, Solo, Maestro UK, Visa Electron & PayPal.

All payments are processed through a secure checkout system provided by Sage Pay.

First-time orders must also be sent to the cardholder's billing address or work address.

This process is not only for your security but so we can verify your details independently.

If you would prefer to place an order by telephone, you can call Customer Care on 020 7424 9534 [UK] or +44 207 424 9534 [from a mobile or internationally], between 9am - 6pm, Monday - Friday.

HOW CAN I CHOOSE THE CURRENCY I PAY IN?

You can pay in Pounds Sterling, US Dollars, or Euros. To change the currency select the currency icon at the top left hand of the screen.

WHICH COUNTRIES DOES ELIAS & GRACE SHIP TO?

ELIAS & GRACE ships to 170 countries worldwide, as listed below:

HOW LONG DOES DELIVERY TAKE, AND HOW MUCH WILL IT COST?

For information on delivery and shipping charges to your destination, view our shipping options.

DO YOU OFFER SAME DAY DELIVERY IN LONDON?

If you live in London, you can enjoy flexible delivery options with our ELIAS & GRACE Premier service

Place your before 12pm for same day delivery Monday – Friday.

IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR MY ORDER?

All your purchases are insured against theft and accidental damage whilst in transit from ELIAS & GRACE to your shipping address.

Once your package has been delivered and signed for at your specified address, it is no longer covered.

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.

HOW MUCH DUTY AND TAX WILL I HAVE TO PAY?

All orders shipped by ELIAS & GRACE are DDU (Delivery Duty Unpaid).

Product prices displayed are exclusive of all taxes and duties, as well as UK VAT.

Orders dispatched to destinations outside the EU may be subject to import duty and taxes.

When your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs. This may delay your delivery time.

Please be aware that if you don't choose to pay the import taxes we reserve the right to charge any additional costs incurred by ELIAS & GRACE to you.

Orders shipped to the USA under the value of $200 will not have import duty applied under the terms of an informal entry (or entry of shipment for personal use).

HOW WILL I KNOW YOU HAVE RECEIVED MY ORDER?

After you place your order, you will receive an email from ELIAS & GRACE acknowledging that your order has been received.

If for any reason any of the items you have ordered are no longer available we will contact you immediately to see if you would like a replacement item or a refund.

After your credit card details have been verified, approved and payment taken, you will receive a confirmation email from the payment processing company Sage Pay Ltd.

When you order is ready to ship you will receive an email from ELIAS & GRACE’S shipping partner DHL with all the relevant tracking number and contact information for your order.

AM I ABLE TO TRACK MY ORDER?

Yes - when we dispatch your order for delivery you will receive a unique tracking number by email from DHL. Once in receipt of this tracking number you can check the current status of your shipment using any of the methods listed below:

By DHL Website
http://parcel.dhl.co.uk/track-my-parcel.php

By Email
Enter your waybill number ONLY in the subject field and send to [email protected]

By Text Message*
Simply send a text message with your waybill number to 07720 334 455 DHL will text you back with the latest information on your shipment * Standard network charges apply.

By Telephone - Customer Services
Dial DHL Customer Service on 0844 248 0844 and say "Track a Parcel" using our speech recognition telephone system.

If you have registered, you can also follow the progress of your delivery by signing into your account and selecting My Account followed by Order Status.

CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

Before your purchases have been prepared for dispatch we can add or cancel an item, change the size or edit your shipping details.

However, we are unable to combine orders.

If you need to make any amendments, please call customer care on 020 7424 9534 or 00 + 44 207 424 9534 internationally for assistance.

DOES ELIAS & GRACE SHIP TO MULTIPLE ADDRESSES?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

Once your order has been dispatched, we are unable to redirect your delivery to another address. All deliveries require a signature.

HOW DO I RETURN OR EXCHANGE AN ITEM?

Making a return or exchange is easy. You have 14 days to decide whether to keep your items. Please follow the instructions on the Returns Form supplied with your order.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will be issued to the original credit card used to place the order. Shipping costs, import duty and sales taxes are non-refundable. Please note that it can take up to 10 business days for the refund to appear in your account.

HOW DO I BUY A GIFT CARD?

The Elias & Grace Gift Card can be redeemed Online only.  Gift Cards purchased on the website cannot be used In Store.

The Elias & Grace Gift Card is valid for 12 months from issue date and cannot be refunded. Unused credit cannot be refunded.

You can buy a ELIAS & GRACE gift card in British Pounds (GBP) or Euros (EUR) by following these steps:

  • Select GIFT CARD from the bottom navigation menu under the Shopping With Us section.
  • Choose the amount; enter the recipient's name, email address and a postal address for where you would like the gift card to be sent. Then add the gift card to your shopping bag.

Shipping of gift cards is free of charge. You will be notified by email as soon as your printed or virtual gift card has been dispatched.

To purchase multiple printed gift cards and have them shipped to different addresses, you will need to repeat the purchasing process and pay the shipping charges for each address the printed gift card is sent to.

For further assistance placing an order for a ELIAS & GRACE gift card please contact the Customer Care team by emailing [email protected] or Call: + 44 207 424 9534 9am – 6pm Monday – Friday

HOW DO I REDEEM A GIFT CARD?

If you haven't done so already, please register for an Elias & Grace account.  Sign in, select My Account  and under My Gift Cards enter your gift card code.

Once you have added a gift card to your account, only you can spend it. The balance will then be valid for 12 months.

To redeem your Gift Card please enter you Gift Card code on the payment page in the promotional code box and then click "Apply".  The gift card amount will then be automatically deducted as payment on your order. 

Your Gift Card does not need to be spent all at once and can be used for multiple orders so long as you do not exceed the gift card amount.  If the order balance exceeds the value of your gift card it must be paid by credit or debit card.

You can check the status and balance of your Gift Card by signing in, selecting My Account and then Gift Cards.

For further assistance placing an order for a ELIAS & GRACE gift card or purchasing with a Gift Card please contact the Customer Care team by emailing [email protected] or Call: + 44 207 424 9534 9am – 6pm Monday – Friday.

DOES ELIAS & GRACE HAVE SEASONAL SALES?

ELIAS & GRACE offer seasonal sales all year round. Please see our SALE category on the top navigation menu. We also recommend registering for email updates to be notified when our two main seasonal sales start, and when we offer further reductions.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details please read the ELIAS & GRACE Privacy & Cookie Policy statement.

In order to process credit card orders online we require additional information including your billing address, shipping address, telephone number, credit card number and credit card expiration date. We will use your billing and credit card information to process your order and inform you of its delivery only.

Please note that ELIAS & GRACE does not keep any of your details on the ELIAS & GRACE website, and therefore these details are protected from any breach of security on the ELIAS & GRACE website. Navigational information is used only for internal purposes to enhance the customer shopping experience and site usability, and will not be shared with any outside parties.