Terms of Service
1. Scope and Contracting Party
1.1 These Terms of Service ("Terms") apply to your use of the Grace Windsor website and to all purchase contracts concluded through this website.
1.2 Your contracting party is Grace Windsor.
1.3 Our shop is technically provided by Shopify. The purchase contract is concluded exclusively between you and Grace Windsor.
1.4 Any conflicting terms proposed by the customer do not become part of the contract unless we expressly agree to them in writing.
2. Contract Language
2.1 The contract is concluded in the English language.
2.2 We store the contract text and will send you your order details and these Terms by email. We recommend saving or printing these Terms for your records.
3. Access and Customer Account
3.1 By placing an order, you confirm that you are at least 18 years old and have full legal capacity to enter into a contract.
3.2 Using our Services may require providing certain details, such as your email address and billing, payment and delivery information. Please ensure this information is accurate and complete.
3.3 You are responsible for keeping your login details secure. Transferring your customer account to a third party is not permitted.
4. Our Products and Product Descriptions
4.1 We make every effort to display our products as accurately as possible.
4.2 Minor variations in colour or finish, for example due to screen settings or production differences, do not necessarily constitute a defect.
4.3 Product descriptions may change. We reserve the right to discontinue the sale of a product or to limit order quantities.
5. Formation of Contract
5.1 The display of products in our online shop does not constitute a legally binding offer, but rather a non-binding invitation for you to place an order.
5.2 By submitting your order, you make a binding offer to enter into a purchase contract.
5.3 Receipt of your order will be confirmed promptly by email. This acknowledgement of receipt does not yet constitute acceptance of your offer.
5.4 The purchase contract is formed when we accept your order through a separate order confirmation email, or when we dispatch the goods.
5.5 We reserve the right to decline orders, in particular where there is reasonable suspicion of misuse or commercial resale. In such cases, we will refund any payment already made in full.
5.6 Partial deliveries are permitted, provided they are reasonable for you. You will not incur any additional shipping costs as a result.
6. Prices, Shipping Costs and Import Charges
6.1 All prices shown are total prices in GBP.
6.2 Unless stated otherwise, standard shipping is free. There is no minimum order value.
6.3 The price displayed at the time of your order is decisive and will be shown in your order confirmation. Later price changes do not affect contracts already concluded.
6.4 If a price has clearly been displayed incorrectly, we are entitled to decline acceptance of the order. Any amount already paid will be refunded in full.
6.5 Some of our products are shipped from outside the United Kingdom. Where this applies, import VAT and any customs duties or handling fees charged by the shipping provider may apply on delivery.
These amounts are not included in the price shown and will be charged separately to you by the delivery provider or customs authority.
These costs are the responsibility of the customer.
Further details can be found in our Shipping Policy.
7. Payment
7.1 Payment is made using one of the payment methods offered during checkout.
7.2 By making payment, you confirm that you are authorised to use the chosen payment method and that any voucher code used is valid.
7.3 Payments are processed by external payment providers. Their own terms apply to their services.
7.4 In the event of a chargeback, we ask that you contact us first. In most cases, the issue can be resolved more quickly by dealing with us directly.
8. Delivery
8.1 We deliver to addresses in the United Kingdom. Some items are shipped from outside the United Kingdom.
8.2 Processing time is typically 1 to 3 business days and, in individual cases, up to 4 business days.
Estimated delivery time thereafter is 6 to 8 business days and, in individual cases, up to 12 business days.
8.3 Your order will arrive no later than 30 days after the contract is formed. If delivery does not take place within this period, you may have the right to cancel the contract in accordance with applicable UK consumer law.
8.4 Delays caused by customs clearance or the shipping provider may be outside our reasonable control.
8.5 Risk of accidental loss or damage to the goods passes to you only upon delivery, in line with your rights as a consumer under UK law.
8.6 If you refuse to accept a delivery, fail to collect an order or fail to clear it through customs, any resulting return shipping costs, customs charges, handling fees and other associated costs may be charged to you, to the extent permitted by applicable law.
This does not affect any statutory rights you may have.
9. Retention of Title
Delivered goods remain our property until paid for in full.
10. Order Changes & Cancellations
10.1 Orders are processed as quickly as possible after they are placed in order to ensure efficient fulfilment and international shipping.
10.2 You may request cancellation within 24 hours of placing your order by contacting us by email at: info@gracewindsor.uk
10.3 A cancellation request made within this 24-hour period does not guarantee that the order can still be cancelled.
If the order has already been processed or shipped, it can no longer be cancelled or modified through this order-cancellation process.
10.4 Please review your order details carefully before completing checkout.
10.5 The 24-hour order cancellation process described above is separate from any statutory cancellation rights available to consumers under applicable UK consumer protection law.
11. Statutory Right to Cancel – United Kingdom
11.1 If you are a consumer in the United Kingdom, you have statutory cancellation rights for eligible online purchases under UK law.
11.2 The statutory cancellation period is separate from the 24-hour order cancellation request described in Section 10.
11.3 To cancel, you must notify us within the applicable statutory period by email at info@gracewindsor.uk or by using the cancellation form in our Returns & Refund Policy.
11.4 If you exercise your statutory right to cancel, the direct cost of returning the goods is your responsibility, except where otherwise required by applicable law.
11.5 We will issue your refund within the applicable statutory timeframe, using the same payment method used for the original purchase.
11.6 We may make a deduction for any reduction in the value of the goods resulting from handling.
11.7 The right to cancel does not apply to:
- goods made to the consumer's specifications or clearly personalised; and
- sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been broken.
12. Voluntary 30-Day Returns
12.1 Grace Windsor allows customers to request a return within 30 days of receiving their order.
12.2 To be eligible, the item must be:
- unused and in its original condition;
- complete, with all original parts, packaging and accessories; and
- free from any signs of washing, use, alteration or intentional damage.
12.3 We reserve the right to refuse voluntary returns that do not meet these conditions.
12.4 To request a return, please contact us at info@gracewindsor.uk with your order number, name, address, the reason for the return and clear photographs of the product.
12.5 Once your return has been approved, we will provide you with the correct return address. Please only use this address. Unauthorised returns may be refused.
12.6 Return shipping costs are the responsibility of the customer, except where otherwise required by applicable law.
12.7 We strongly recommend using a tracked shipping service and retaining proof of postage. Grace Windsor is not responsible for return shipments that are lost without confirmed tracking.
12.8 Additional details can be found in our Returns & Refund Policy.
13. Refunds
13.1 Refunds for returned goods are processed only after the returned item has been received and inspected, subject to any different requirements under applicable UK consumer law.
13.2 We may withhold a refund until we have received the returned goods or appropriate evidence of return has been provided.
13.3 A refund may be refused or reduced if the returned item is not the original product or has suffered an unjustified reduction in value.
13.4 Refunds are made to the original payment method.
13.5 Following inspection, refunds are processed within the legally applicable timeframe.
13.6 Original shipping costs are non-refundable except where reimbursement is required by applicable law.
13.7 Refunds for voluntary returns may be refused if the item does not meet the conditions set out in Section 12.
14. Faulty, Damaged or Incorrect Items
14.1 Your statutory rights under the Consumer Rights Act 2015 and other applicable UK consumer protection legislation are not affected by these Terms or our voluntary return policy.
14.2 You have the right to reject qualifying faulty goods within 30 days of delivery for a refund in accordance with applicable law. Please contact us at info@gracewindsor.uk with your order number, a description of the issue and photographic evidence.
14.3 For confirmed issues:
- faulty items will receive a free replacement, replacement parts or another appropriate solution at no additional cost to you; and
- incorrect items will receive an appropriate remedy at no additional cost to you, except where the error was made by the customer when selecting the item.
14.4 If no fault is found, we reserve the right to refuse a refund or replacement.
15. Exchanges
15.1 We do not offer direct exchanges.
15.2 Please return the original item in accordance with our Returns & Refund Policy and place a new order. Return shipping costs are the responsibility of the customer.
15.3 At our discretion, you may be able to keep the original item and request a different size or variant by paying a reshipping fee, normally between 30% and 40% of the original product price. Please contact us at info@gracewindsor.uk to check availability.
16. Unclaimed Orders & Delivery Redirections
16.1 During periods of high shipping volume or due to carrier limitations, orders may be redirected to a collection point at the carrier's discretion.
16.2 If an order is not collected within the carrier's collection period, it may be returned to the carrier's local depot or subsequently returned to our designated warehouse.
16.3 Where an order has not been collected, reshipment may be requested subject to payment of the applicable shipping costs.
16.4 Refusing delivery or failing to collect an order does not automatically constitute the exercise of a statutory right to cancel.
16.5 Refunds for unclaimed or returned orders are handled in accordance with applicable UK consumer law and our Returns & Refund Policy.
17. Lost or Undeliverable Orders
17.1 If an order is lost due to logistical or carrier issues, we may offer a free replacement or another appropriate solution in accordance with applicable law.
17.2 If an order becomes undeliverable because of incorrect information provided by the customer, refusal of delivery, failure to collect it or incomplete customs procedures, additional shipping, handling or return costs may apply.
18. Vouchers and Discount Codes
18.1 Only one discount code may be redeemed per order unless otherwise expressly stated.
18.2 Discount codes cannot be exchanged for cash.
18.3 Refunds for items purchased with a discount are calculated on the actual amount paid.
19. Use of the Website
19.1 You may not use the website for any unlawful purpose. You may also not distribute malicious software, collect personal data without consent, circumvent security measures or use automated access tools without our permission.
19.2 Serious violations may result in restrictions on your access to the website.
20. Reviews and User-Submitted Content
20.1 If you submit reviews or other content to us, you grant us the right to publish it, subject to applicable law.
20.2 You confirm that you hold the necessary rights to the content you submit and that it does not infringe the rights of any third party.
20.3 We reserve the right to remove content that is unlawful or offensive.
21. Intellectual Property
21.1 All content on this website, including text, images, graphics, logos, videos, product descriptions and design, is protected by copyright and other intellectual property rights.
21.2 Reproduction, distribution, adaptation or commercial use without our consent is not permitted, except where otherwise permitted by law.
22. Links to Third-Party Websites
22.1 Links to third-party websites are provided for information purposes only.
22.2 We take no responsibility for the content, offers or privacy practices of third parties, except where responsibility cannot legally be excluded. Complaints concerning third-party products or services should be directed to the relevant provider.
23. Data Protection
Information on how we process your personal data can be found in our Privacy Policy.
24. Liability
24.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law.
24.2 Subject to Section 24.1 and applicable consumer law, our liability for losses arising from a breach of these Terms will be determined in accordance with applicable law.
24.3 We are not responsible for losses that were not foreseeable when the contract was formed, except where liability cannot legally be excluded.
24.4 Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable UK consumer protection law.
25. Force Majeure
We are not liable for delays or failures resulting from events outside our reasonable control, such as natural events, supply chain disruptions, government action, customs delays or transport disruptions. Your statutory rights are not affected.
26. Errors and Inaccuracies
Despite careful maintenance, product descriptions, prices or other information may occasionally contain errors. We may correct such information for future orders. Contracts already concluded will be treated in accordance with applicable law.
27. Relationship with the Returns & Refund Policy
27.1 Our Returns & Refund Policy forms part of these Terms and provides additional information concerning:
- return eligibility;
- return procedures;
- return shipping;
- refunds;
- faulty, damaged or incorrect products;
- exchanges;
- order cancellation requests;
- statutory cancellation rights;
- unclaimed orders; and
- lost or undeliverable orders.
27.2 Nothing in the Returns & Refund Policy or these Terms limits any mandatory statutory rights available to consumers under UK law.
28. Dispute Resolution
28.1 We aim to resolve concerns directly and quickly.
Please contact us at: info@gracewindsor.uk
We aim to respond to complaints within 14 days.
29. Contact
Email: info@gracewindsor.uk
Customer service: Monday to Friday, 9:00am to 5:00pm (UK time)
We respond to enquiries within 24 hours on business days.
© 2026 Grace Windsor