|PLACE AND TRACK ORDER|
|I’ve placed an order with multiple items recently, can I combine them into one package?||Since we have several different warehouses worldwide, not all items are stored in one place. When you order multiple items at a time, each item will be shipped out separately. So you will probably receive one item before the next. Don’t panic if you don’t receive all of your items at once…they will get to you!|
|If the items are shipped separately from different warehouses, do I have to pay more shipping fee?||No, shipping costs will vary depending on the shipping destination and the number of items that you purchase|
|How do I track my order?||For any assistance, please feel free to contact our Customer Service through email [email protected]|
|SHIPPING & HANDLING|
|When will my order ship?||We process orders on business days which are Monday through Friday, Eastern Standard Times, and exclude holidays observed by the Post Office: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
Processing Time: 1 – 5 business days (in regular seasons) or more depends on holiday seasons.
|How long does delivery take?||Shipping time depends on your location
Standard & Free Domestic Shipping: 7 – 10 business days (in regular seasons) or more depends on holiday seasons.
Express Domestic Shipping: 3 business days (Cannot be delivered to a PO Box)
International Shipping: 2 – 4 weeks (in regular seasons) or more depends on holiday seasons.
For Canada, Australian, and New Zealand orders, please allow 2-3 weeks (average) for items to arrive.
For United Kingdom orders, please allow 2-3 weeks for your order to arrive. Due to custom policies of United Kingdom, our deliveries to the U.K take the longest
|Do you deliver products internationally?||The Gracilia ships products worldwide every day. Shipping is available for most countries around the world.|
|The tracking site says Delivered but I haven’t received my order yet.||We provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country.
You can contact our Customer Service for further assistance.
Please note that we are not responsible for any stolen packages.
|I tracked down my order and the status says Return to Sender, what should I do?||In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please ensure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to your mail box or door step.|
|What about PO Boxes, APO, FPO, DPO, and US Territories?||It’s so sad that we are not allowed to ship to APO, FPO, or DPO addresses.|
|Where do we ship from?||We work with different artists and manufacturers worldwide, so all items are shipped from the warehouse closest to the shipping address provided at checkout.|
|Delivery information||We primarily use USPS
Orders shipping outside of the US are typically shipped via DHL Express, though in some cases a local carrier, such as Canada Post, will make the final delivery.
A few tips:
We are unable to send specific delivery information, such as “leave on the back porch” or “please deliver after 4 pm” to the carriers.
|Our return and refund policy||RETURN POLICY
To all our wonderful customers, thank you for shopping with us. Should for any reason you’re not completely satisfied with your purchase. You may return your merchandise within 30 days of placing your order. We want to make your shopping experience the best it can be. See more information below about our return options and how to initiate a return.
HOW TO PROCESS A RETURN
Please follow the process below when returning your item(s) to us.
Please reminded that our policy lasts 20 days for replacement/refund request only. If 20 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund.
|How secure is my personal information?||The Gracilia team adheres to highest industry standards in order to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments safely.
|What payment methods we currently support?||Payments methods include PayPal and Credit cards.
PayPal is a safer, easier way to send and receive money online. When you select PayPal as the payment method, you will be linked to the PayPal site where you can make payment.
PayPal can be used to purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-check (i.e. using your regular Bank Account).
1) After viewing your items on your shopping cart page, you can click and check out with PayPal. Then you will leave our site and enter PayPal’s website.
Usually, PayPal e-check will take 3-5 business days to be confirmed by PayPal.
The reasons why we suggest you use PayPal:
|Can I pay on delivery?||Pay on Delivery is an unavailable payment method for all items in our store.|
|Your satisfaction is our utmost priority. We want you to have beyond-expectations shopping experience with us, so we’ve provided this spot to hear anything from you. We welcome any comments, suggestions, praise or criticism you may have.
If you need help with an order, please email us at [email protected]