CANCELLATIONS, RETURNS & DAMAGES
Q - Can I make changes to or cancel my order?
We at The Gilded Grove work hard to help you get your orders as fast as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in the process to be shipped. This means there is only a very small window of time where we can “catch” your order before it is physically picked/Made, packed, and set aside for shipping.
Please email us at gildedgroveuk@gmail.com as soon as possible with the subject line "Cancellation" and your full name and order number. We’ll let you know what we can do!
Q - What is your return policy?
We’re sorry you didn’t love your new products! We want you to enjoy your experience with The Gilded Grove as much as possible, which is why we’re here to help. Just send us an email at gildedgroveuk@gmail.com within 30 days of receipt of your package, with your order number, the name of the product(s), and the reason why it didn't work out for you.
Unfortunately, we are unable to refund your original shipping charges, and we do not offer exchanges on any of our products. You will be responsible for all returning shipping fees and we reserve the right to charge a restocking fee on all returned orders.
If your order is returned to us due to an incorrect shipping address, failure to claim the order, or any other mistake on your part, we will charge you a shipping fee before resending or refunding the order.
The Gilded Grove can only accept returns for products purchased on our website thegildedgrove.co.uk.
Q - Can I exchange a product?
We do not offer direct exchanges on any of our products.
Q - An item in my order was damaged in transit! What do I do?
Oh no, we’re so sorry to hear this! Please send us an email at gildedgroveuk@gmail.com with your order number, full name and an image of the damaged item and we’ll be happy to help you!
Q - How long does it take to receive the refund?
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Q - What happens if my package is lost?
Please contact us via our email Gildedgrove@gmail.com, We will open up an investigation with our post office, if this was tracked, it is a simple process. If it wasn't we need to file a police report which can take longer.