Return Policy

Last Updated: 14-06-2026

At John & Grace Dublin, we do everything we can to keep our customers satisfied. However, there may be situations where you wish to return a product. Below we clearly explain our return policy. We are happy to assist you — if you are unsure about anything, please contact us first via info@johngracedublin.com.

1. How We Operate

John & Grace Dublin operates according to a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not maintain a large inventory of our own. Items that are not in stock are shipped directly from our supplier (located in China). This means that returns must also be sent to our supplier's return address in China.

2. Return Period and Registration

You may request a return within 14 days of receiving the item by contacting us via info@johngracedublin.com.

You may only request a return after you have physically received the item.

When submitting a return request, you must always provide your order number and a valid reason for the return.

Once approved, we will provide you with the return address of our supplier.

3. Conditions

  • A valid reason for the return is always required.
  • Items must be unused, unwashed, undamaged, and in their original condition, with all labels and tags still attached.
  • Trying on an item is permitted; wearing it is not.
  • Discounted (sale) items cannot be returned without a valid reason.
  • Intentionally ordering multiple sizes with the intention of returning part of the order is not permitted.
  • Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewellery), unless they are unopened and unused.

4. Return Costs and Process

  • Return shipping costs are entirely the responsibility of the customer, including international shipping costs and any applicable customs charges.
  • The item must be returned to our supplier's return address in China.
  • The customer is responsible for arranging, paying for, and tracking the return shipment.
  • We always recommend using a shipping method with tracking; without proof of shipment, we cannot process a return.

5. Customer-Friendly Alternative Solution

Because international returns can be expensive and time-consuming, we are happy to work with you to find a suitable alternative solution (for example, a partial refund or discount), which will be agreed upon by email. Please always contact us first via info@johngracedublin.com before returning anything.

6. Defective, Incorrect, or Damaged Item

If there is an issue with your order — for example, the size, fit, or quality — please send us an email within 14 days of receiving the item, including clear photos and a description of the problem.

Without photos and a description, we cannot process your complaint and there will be no entitlement to a return or refund.

Using this information, we will work to find a suitable solution as quickly as possible.

7. Refunds

A refund can only be issued after the item has been received and approved at the return address in China.

Once approved, we will refund the purchase amount within 14 days using the original payment method.

Original shipping costs are non-refundable.

8. Cancellations

It is not permitted to cancel an order once it has been placed and is being processed.

No refund or chargeback may be initiated before the item has actually arrived and been received.

If you have a question or problem regarding your order, please contact us first via info@johngracedublin.com instead of immediately initiating a chargeback or refund request.

9. Liability

  • We are not responsible for lost packages if the tracking information indicates that the item has been delivered to the address provided by the customer.
  • An incorrectly provided address is the responsibility of the customer.
  • Address errors must be reported within 24 hours of placing the order via info@johngracedublin.com.