Evelyn Grace LLC is committed to providing a reliable shopping experience. If you are not satisfied with your order, you may request a return or refund in accordance with the policy below.
1. Return Period
Customers may submit a return request within 30 calendar days of receiving the item(s).
Returned items must be unused and, whenever possible, kept in their original packaging with all tags and accessories intact to ensure they are suitable for resale.
2. Return Conditions
Items generally eligible for return include those that:
Are unused, unwashed, and free from damage caused by the customer;
Remain in their original condition;
Have all tags and accessories intact;
Are suitable for resale.
If an item has been used, damaged, or modified, or is otherwise unsellable due to customer actions, we may refuse the return or adjust the refund amount based on the specific circumstances.
3. Quality Issues or Incorrect Items
If you receive an item with quality issues, damage from shipping, or an item that does not match your order, please contact us as soon as possible. Please provide your order number, photos of the item, and a description of the issue.
For confirmed cases of quality issues, shipping damage, or incorrect items, we will provide a solution—such as a return, exchange, or refund—based on the specific situation.
4. Returns Unrelated to Quality
If the return is not due to a quality issue (e.g., personal preference, incorrect purchase, or other customer-related reasons), the customer may be responsible for the return shipping costs.
Returned items should be securely packaged to minimize the risk of damage during transit.
5. Return Request Process
To initiate a return, please contact us via our customer service email and provide the following:
Order number;
Product details;
Reason for return;
Necessary photos of the item or other supporting documentation.
Returning items without prior confirmation may delay processing; therefore, we recommend obtaining confirmation from customer service before shipping the items back.
6. Return Address
Once the return has been confirmed by customer service, please ship the eligible items to the following address:
3257 Colima St, San Antonio, TX 78207
Please note: This return address is for orders with authorized returns only. If there are special arrangements for returns, please follow the latest return guidelines provided by customer service.
7. Refund Processing
Once we receive the returned item and complete the inspection, we typically process eligible refunds within 3–5 business days.
Refunds are usually issued via the original payment method. The actual time it takes for funds to appear in your account may vary depending on the processing times of banks, credit card issuers, or third-party payment service providers.
8. Shipping Costs
If the return is due to product quality issues, damage during transit, or an incorrect item being shipped, we may cover reasonable return shipping costs upon verification.
If the return is due to personal reasons on the part of the customer, the customer is generally responsible for the associated return shipping costs.
9. Items Ineligible for Return
The following items or situations may not qualify for return or refund:
Items that have clearly been used or washed;
Items with damage caused by the user;
Items missing significant tags, accessories, or packaging;
Returns requested beyond the specified return period;
Damage caused by improper storage or use by the customer;
Other situations where the item is ineligible for return under applicable laws and this policy.
10. Refund Disputes
If you have concerns regarding the refund amount, the outcome of the return, or the order processing, please contact us promptly. We will verify the details based on order records, the condition of the returned item, and relevant evidence, and provide a reasonable solution within the scope permitted by applicable laws.