SHIPPING & RETURNS

Shipping Policy

At Frozen Gracce, we are committed to providing you with a seamless shopping experience, and that includes reliable and efficient shipping services.

Shipping Methods and Carriers
We partner with DHL to offer a variety of shipping options to meet your needs.

Shipping Rates
Shipping rates are calculated based on the weight, dimensions, and destination of your order. You can view the exact shipping cost during the checkout process before finalizing your purchase. We strive to offer competitive shipping rates and often have promotional offers and free shipping deals for qualifying orders. Keep an eye on our website's homepage and newsletter for the latest shipping promotions.

Order Processing Time
Once your order is placed, it will be processed within 24 business hours. During peak seasons or promotional periods, processing times may be slightly extended, but we will do our best to minimize any delays. You will receive an email confirmation with your order details and tracking information once your order has been shipped.

Shipping Restrictions
Some products may be subject to shipping restrictions due to their size, weight, or hazardous nature. We will notify you if any items in your order are affected by such restrictions and work with you to find a suitable solution. Additionally, we currently ship only to [List of Supported Countries or Regions]. If you are shipping to an address outside of our supported areas, please contact our customer service team to explore possible alternatives.

Delivery Address and Tracking
Please ensure that the shipping address you provide is accurate and complete to avoid any delivery issues. You can track the status of your shipment using the tracking number provided in the shipping confirmation email. Simply visit the website of the respective shipping carrier and enter the tracking number to get real-time updates on the location and estimated delivery time of your package.

Lost or Damaged Packages
In the rare event that your package is lost or arrives damaged, please contact our customer service team immediately. We will work with the shipping carrier to investigate the issue and ensure that you receive either a replacement product or a refund, depending on the situation.

We are constantly working to improve our shipping processes and policies to better serve you. If you have any questions or concerns regarding our shipping services, please do not hesitate to reach out to us.

Thank you for shopping with us!

Return & Exchange Policy

At Frozen Grace, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward return and exchange process.

Eligibility for Returns and Exchanges

You may return or exchange an item within 7 days from the date of receipt. The item must be in its original condition, unused, and with all tags and packaging intact.
Some items, such as personalized or custom-made products, undergarments, and perishable goods, are not eligible for return or exchange unless they are defective.

Return Process

To initiate a return, please contact our customer service team and provide your order number and the reason for the return. Our team will guide you through the process and provide you with a return authorization number.
Pack the item securely in its original packaging or a suitable substitute. Include the packing slip or a note with your name, order number.
Ship the item back to us at the following address:
[Return Address]
We recommend using a trackable shipping method to ensure the safe return of the item. The cost of return shipping is the responsibility of the customer, unless the return is due to a defect or an error on our part.

Exchange Process
If you wish to exchange an item for a different size, color, or style, please follow the return process outlined above. Once we receive and process the returned item, our customer service team will contact you to confirm the exchange details and ship the new item to you at no additional shipping cost (if the exchange is due to our error or a defective item). If the exchange is for other reasons, you will be responsible for the shipping cost of the new item.

Refunds
Once we receive and inspect the returned item, we will issue a refund to the original payment method within 7 business days. The refund amount will include the purchase price of the item but exclude any shipping charges, unless the return is due to a defect or our error.

Defective or Damaged Items
If you receive a defective or damaged item, please contact us immediately. We will provide you with a prepaid shipping label to return the item, and upon inspection, we will either replace the item or issue a full refund, including any shipping charges incurred.

We reserve the right to refuse returns or exchanges that do not meet our policy requirements. Our goal is to make the return and exchange process as easy and hassle-free as possible. If you have any questions or need further assistance, please do not hesitate to contact our customer service team.

Thank you for your understanding and for shopping with us.