Gracify Returns Policy

At Gracify we value grace in every interaction. Clear guidelines help everyone understand their rights, yet we often choose generosity first. These policies outline the expectations, but there will be times when we go beyond them because serving people well matters more than being technically correct.

Deliveries Returned to Us

Sometimes orders come back to us for reasons such as:

The courier attempted delivery but could not reach the recipient
A collection notice was issued but the parcel was not collected
The recipient has moved or is not known at the address
The address supplied was incomplete or inaccurate
Delivery was refused
The courier could not access a secure property to complete delivery
The recipient left a hospital or hotel before the parcel arrived
The courier was unable to contact the recipient and had no safe place to leave the parcel

If the address cannot be confirmed and the courier cannot complete delivery, the parcel will be returned to us. Orders are not able to be redirected while they are in transit.

Once returned, we will contact you to arrange either redelivery or return to an alternative address. Courier return fees or redelivery costs may apply.

When the item arrives back at our warehouse and is checked in, we will add account credit equal to the purchase amount minus the return fee.

Damaged or Faulty Items

We care about the quality of every item we send and want every recipient to feel delighted when they open their order.

If your order arrives damaged, incomplete, or not as expected, please contact our Customer Service Team on (07) 5654 7558 or via our Contact Us page.

Depending on the situation, we may offer a replacement, exchange, refund, or account credit. We assess each case carefully with fairness in mind. Reasonable wear to packaging during transit is normal and is not considered a fault.

We will ask for photos to help us understand the issue and to improve our processes.

We are unable to replace, credit, or refund orders that were dispatched more than 30 days ago. Refunds are processed to the original payment method.

Cancellation or Change of Mind

Orders can move through our system quickly. If you need to change or cancel your order, please call us promptly on .

We cannot amend or cancel orders that have already been handed to our couriers. Orders containing cheese or other fresh perishables have limited flexibility once the order is placed.

If you or your recipient are not satisfied with the order, you may return it in its original condition to the address below within 30 days of dispatch:

Attn: Returns,

Please contact our Customer Service Team so we know the return is on the way and how you would like it processed:

Exchange for another item**

Account credit^

Refund to the original payment method^

If we do not receive your preference, we will issue account credit.

Orders already with our couriers must be delivered first before being returned, as we cannot redirect parcels mid-transit.

Personalised items cannot be returned.

**Shipping charges apply for replacement items.

^Refunds and credits are issued minus original shipping costs. Please allow two to three business days for the funds to appear.