Gracilia is committed to providing you with the most quality products possible. 

In case you received products that meet one of the listed conditions, please contact us via [email protected] to report issues: 

– Design errors/wrong order: Completely wrong design compared to information provided by customers on our site.

– Bad quality: blurry image/print. 

– Damaged/lost during shipment.

You could request a refund or a replacement within 30 business days of receiving your order.

We would recommend you provide us: order ID, email address, transaction ID, invoice ID, phone number…to find the exact order.

We also require you to send visual evidence of your products including the following information:

• Order number
• Customer Information
• Photo(s) of any quality issues or damaged parts of the actual product received.
• Photo(s) of the incorrectly delivered product (in the case of an incorrect color/design from the original order).
• Photo(s) of the size tag and the entire item when measured with a ruler (in the event that the original order was incorrectly sized).
• Photo(s) of the original shipping label of the received product.

Please note:

• Refund or free replacement will not be accepted for damaged/lost items in cases of the following: Improper care, Damages in use..etc,
• All returned/ undelivered parcels due to the wrong shipping address will not be returned to our factory but sent directly to the Charity organization.  If orders were undelivered because of the incorrect address provided by customers, our company can only offer a 50 % discount coupon for reordering.
• Refund process may take up to 7 business days because it takes additional time for your financial institution to make funds available in your account and is credited via your original form of payment.