Terms & Conditions

  1. Contacting Us
  2. Making a Purchase
  3. Delivery & Shipping [up to 2.5kg]
  4. Returns
  5. UK Free Returns Policy
  6. Gift Returns & Exchanges
  7. Luxury Gift Wrapping
  8. Privacy Policy
  9. Credit Card Validation
  10. 3-D Secure
  11. Payment
  12. Pricing & Product Description
  13. Use of the Website
  14. Feedback
  15. Copyright & Trademark

1. CONTACTING US

If you would like to contact us for any reason at all you can reach us the following ways:

UK Telephone: 020 7424 9534
Rest Of the World Telephone: +44 [0] 20 7424 9534

Email: customercare@eliasandgrace.com

Post: Elias & Grace, 74A Holmes Road, London, NW5 3AT

2. MAKING A PURCHASE

When purchasing an item from eliasandgrace.com you are agreeing to our Terms & Conditions.

Making a purchase is easy. Just follow these simple steps below:

  1. Shop by browsing through our looks or product categories.
  2. Click on the image to access the item’s individual product page. This will allow you to see information regarding sizing, colour options, quantities and stock availability.
  3. If you would like to purchase the product, click ‘add to shopping bag’.
  4. You can review the products in your shopping basket simply by clicking on the shopping basket icon. If you would like to delete an item click ‘remove’ next to the item and your shopping basket will automatically update.
  5. To resume shopping click ‘continue shopping’ to be taken back to the store.
  6. Once you are happy with the contents of your shopping bag click ‘place your order’ and follow the instructions.
  7. Once you have placed your order you will receive an email acknowledging the exact details of your order and delivery options.

Please be aware that when an item is in your shopping bag it will be reserved for you to purchase for up to 60 minutes. After this time we assume your have decided not to make a purchase and the items in your basket will be removed.

Unless we have notified you that we do not accept your order and/or payment has not been authorised, this is the completion of the contract between yourself and Elias & Grace.com. Please note – once your order has been confirmed you will be unable to make any changes.

3. DELIVERY & SHIPPING [UP TO 2.5KG]

We will dispatch your order the same day as it is placed – subject to payment and stock availability. If for any reason an item is out of stock we will contact you as soon as possible.

All deliveries will require a signature. UK deliveries are sent via Interlink courier and international orders are shipped via Airsure.

REGION DELIVERY SCHEDULE STERLING
UK Standard 3-5 working days £6.95
UK Express Next day by 3pm, Mon – Fri * £12.00
London Same Day Same day, Mon – Fri ** £15.00
Europe 3-5 working days £10.00
USA & Canada 5-10 working days £25.00 +
Rest of the World 5-10 working days £25.00 +

* Orders must be placed by 12pm Mon – Thurs
** Orders must be placed by 12pm Mon – Fri

If your order weighs more than 2.5kg (volumetric) and the cost of shipping your order exceeds our stated guide price it will be necessary for Elias & Grace to apply additional courier or postal charges to your account.

Please note for USA orders of $200 (or lower) import duty will not be applied under the terms of an informal entry (or entry of shipment for personal use).

If your order is being dispatched to a destination outside the EU, you will be solely responsible for any customs, tax or duty charges. Please be aware these may cause a delay to your delivery.

4. RETURNS

We are not able to offer a free returns or exchange service outside of the UK at this time. However if for any reason you are unhappy with your purchase and wish to return it we are happy to offer a full refund or exchange providing you send it back to us within 14 days of receipt. Please note postage & packaging costs will be incurred for exchanges.

5. UK FREE RETURNS POLICY

If for any reason you are unhappy with your purchase and wish to return it we are happy to offer a full refund or exchange providing you send it back to us within 7 days of receipt. Please note postage & packaging costs will be incurred for exchanges.

All items must be returned in a new, unworn condition with their original tags still attached. Shoes must be returned unworn in their original box with any tags still attached. Elias & Grace will not accept returns of non-faulty items that have been worn, used and/or garment tags removed. In such cases, the item will be returned at a cost to the customer.

Please follow the returns procedure below:

  1. Complete the returns form enclosed with you purchase making sure you fill in all the fields. Download a PDF version of our Returns Form (PDF, 72kb)
  2. Wrap your item securely and place it in the returns envelope provided along with your completed returns form.
  3. Take the package to your local post office where you can return it to us free of charge. Just make sure you retain your certificate of postage.
  4. A refund or exchange will then be issued upon the satisfactory receipt of the item

If you require a refund, we will credit the original purchaser’s card for the sum paid minus postage costs. Refunds will be made within 28 days of the date we receive your returned item.

All items sold by Elias & Grace are checked for quality control before they are sent out. However, in the unlikely event that goods arrive faulty or damaged, please contact us immediately so that we can replace or repair your item.

Elias & Grace retain the right to approve a returned item for an exchange or refund at our discretion. Please note postage costs will apply for exchanges.

All products purchased from the Elias & Grace website must be returned to the above address and cannot be returned in store.

6. GIFT RETURNS & EXCHANGES

If you have received an item from Elias & Grace as a gift your purchase will be delivered with a returns form. Please note, you must know your order number in order to apply for an exchange.

If you wish to return your gift, you may do so and exchange it for a different item at the same value or more provided you pay the difference. Please note postage & packaging costs will be incurred for gift exchanges. We recommend you return items via a recorded delivery service as we cannot accept responsibility for any lost or damaged items.

Your statutory rights are not affected by our returns policy.

7. LUXURY GIFT WRAPPING

We will gift wrap your purchase and include a hand written message for you at the cost of £5.00

8. PRIVACY POLICY

When purchasing goods from Elias & Grace we ask you to provide details such as name, address, email address and contact numbers. Some of this information will be kept on record by Elias & Grace so we can recognise you as a customer the next time you log on.

We may use your details to send you information on new collections and special offers throughout the year.

By registering with Elias & Grace you agree to us using your details for these purposes.

We never pass your personal details onto any third party.

9. CREDIT CARD VALIDATION

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the check-out stage.

In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. At all times where we disclose your information, please be assured it will remain secure.

10. 3-D SECURE

3-D Secure is a credit and debit card authorisation program, implemented by Visa and MasterCard, to help reduce fraudulent purchases by verifying purchaser identity during online transactions. Put simply, 3-D Secure is the Internet equivalent of Chip & PIN at Point-of-Sale.

11. PAYMENT

We take all reasonable care to make our website as secure as we can. All credit card transactions on this website are processed using Secure Trading, a secure trading online payment gateway that encrypts your details in a secure host environment. At Elias & Grace we do not hold any of your credit card details. However in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site.

We accept all major types of credit card (MasterCard, Solo, Switch Maestro, Visa, Visa Electron & Delta, Amex).

12. PRICING & PRODUCT DESCRIPTION

All prices we use on our website are pounds sterling and include VAT [if applicable]. They do not include postage & packaging.

All products displayed on our website are available while stocks last. Your web browser should automatically inform you when a product is out of stock. If, however in times of high demand, this does not happen, we will contact you within 24 hours of purchase.

We try to make images, product descriptions and specifications as accurate and helpful as possible. However, Elias & Grace take no responsibility for any variation in colour or sizing caused by the browser software you are using. All our images, descriptions and specifications contained on our website are solely published to give our customers the most accurate description possible. Elias & Grace can take no responsibility for any third party advertisements or pop ups which may cause errors on you browser whilst shopping nor do we endorse them.

Additional Payment Information for Overseas Customers

The actual price charged to overseas customers will be subject to the exchange rate applied by the customers credit/debit card company.

13. USE OF THE WEBSITE

Welcome to eliasandgrace.com [‘the website’]. By accessing the website you agree to our terms & conditions. We may from time to time need to modify our Terms & Conditions. By using the website after any modifications have been made, you agree to comply and be bound by the new terms & conditions.

To be eligible to purchase items on this website you must:

  • Be able to lawfully enter into and form contracts on ‘the website’ in accordance with English Law.
  • Be the holder of a valid credit/debit card and provide the correct personal information required to register as a customer. The information must be true, accurate and current.
    [If you personal information changes please let us know immediately by emailing us at customercare@eliasandgrace.com]
  • You must not impersonate any other person or entity that you are not entitled to use.

We may not accept your order if [a] an item you have ordered is out of stock, [b] we are unable to obtain payment authorisation [c] we identify a product, pricing or description error. It is at Elias & Grace’s sole discretion to accept or reject your offer at any time.

14. FEEDBACK

We always welcome feedback from our customers. If you would like to send us any feedback or comments you can do so at customercare@eliasandgrace.com

15. COPYRIGHT & TRADEMARK

The contents of this website [including pictures, designs, logos, images, text and all other materials] are the copyright registered trademark to Elias & Grace Ltd.

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