grace & stella Returns Explained: 30-Day Guarantee vs 60-Day Refund Policy
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Ask “can I return grace & stella products?” and the store gives two different answers depending on which page you land on. The help-centre page describes a 30-day satisfaction guarantee where you keep the product and get a refund or store credit. The Shopify legal page titled “Refund policy” describes a 60-day window in which you must post the product back with the original invoice, at your own risk. Both were live on graceandstella.com on 4 September 2026. This guide sets them side by side, explains which one customers actually use, and clears up a third inconsistency in the free-shipping threshold.
Part of our grace & stella guide. For prices, shipping, returns and the overall verdict, read the full grace & stella Review (2026): $10 Eye Masks, a 2.8 Trustpilot Score and the Fine Print.
✓ Use the 30-day satisfaction guarantee. Email support@graceandstella.com within 30 days of delivery, say why the product did not work for you, and choose store credit or a cash refund (5–10 business days). The help page states you do not have to ship anything back.
✓ Keep the legal page in mind as a fallback — it gives 60 days, but only for full-price items returned with the invoice, and you pay postage and carry the risk.
✗ Neither policy helps with devices after 45 days. Electronic products carry a 45-day warranty from receipt and that is the whole of the cover.
Last checked 4 Sep 2026 · quoted from graceandstella.com’s Shipping, Return and Refund Policy page, its Refund Policy legal page, its Shipping Policy page and its FAQ
The two policies, side by side
| Help page: “30 day satisfaction guarantee” | Legal page: “Refund policy” | |
|---|---|---|
| Window | 30 days from the day you receive the product | 60 days from the date of delivery |
| Do you send it back? | No — “we do not require you to ship your product back” | Yes — merchandise must be returned, with the original invoice |
| What you get | Choice of store credit or cash refund, approx. 5–10 business days | Refund of purchase price in the original payment form, processed 7–10 business days after receipt |
| Conditions | Tell them why the product did not meet expectations | Full-price merchandise only; original shipping charges non-refundable; PayPal orders return to the brand directly |
| Who pays return postage / risk | Not applicable | You; brand recommends UPS with tracking and accepts no responsibility for lost returns |
| Exclusions | Final-sale items; free gifts and promotional items | Sale items implied excluded (“full-price merchandise”); no automatic exchanges |
| Electronics | 45-day warranty from receipt | Not addressed |
In practice the help-page guarantee is the one the brand markets and the one its support team operates: it is what the FAQ links to, and it is the mechanism reviewers describe. The legal page reads like a default template that has not been reconciled with the marketing promise. If a support agent ever points you to the 60-day page, quote the help page back — it is the brand’s own published commitment.
How to claim the 30-day guarantee
- Note the delivery date; the 30 days run from receipt, not from the order date.
- Email support@graceandstella.com with your order number and the product name.
- State briefly why it did not meet expectations — the page asks for this, and it is the only condition.
- Choose store credit or a cash refund when offered. Cash takes roughly 5–10 business days to land.
- Keep the product; nothing needs to be posted.
Two exclusions apply: items marked final sale, and free or promotional items with retail value (the “free starter pack” eye masks fall in this bucket). If you bought a device — a wax warmer, a facial tool, a hair remover — you are covered by the 45-day electronics warranty for defects, not by the satisfaction guarantee for changing your mind.
The shipping threshold problem
The site is also inconsistent about when shipping becomes free in the US:
| Page | US | UK | Canada |
|---|---|---|---|
| Help page (Shipping, Return and Refund Policy) | Free over $25, else $5.99; 2–4 days | Free over £30, else £3.99; 2–4 days | Free over CA$50, else CA$6.99; 3–5 days |
| Shipping Policy legal page | Free over $30, else $5.99; 2–5 business days | Free over £30, else “$5.99”; 2–4 days | Free over CA$50, else CA$6.99; 4–8 business days |
| FAQ page | Free over $25, else $5.99 | Free over £30 | — |
Two of three pages say $25, and that is what we have used in our review. If your cart lands between $25 and $30, the checkout total is the only figure that counts — it is worth adding a $10 six-pair mask pack to be safe rather than paying $5.99 to ship. The brand ships to the US, Canada and the UK only.
What this means for the Trustpilot score
grace & stella’s Trustpilot profile shows 2.8 from a small nine reviews, and the negative ones we read for our main review concern devices rather than the eye masks and serums the guarantee covers so generously. That pattern fits the policy structure: consumables are nearly risk-free, electronics are not. Buy the masks and serums freely; buy a device only if you are prepared to test it thoroughly inside 45 days. Our review covers the complaints in detail in the real customer complaints section.
Ready to buy from grace & stella?Eye masks from $10, 30-day satisfaction guarantee with no return shipping per the help page — checked 4 Sep 2026.
Frequently asked questions
Do I have to return grace & stella products to get a refund?
Not under the 30-day satisfaction guarantee on the brand’s help page, which states you do not need to ship the product back. The separate legal refund page describes a 60-day return-with-invoice process instead.
Can I get a refund on grace & stella eye masks I have opened?
Yes, within 30 days of receipt, via the satisfaction guarantee — you keep the product and explain why it did not work for you.
Are devices covered by the satisfaction guarantee?
The help page gives electronic products a 45-day warranty from receipt and lists no change-of-mind cover for them. Treat the 45 days as your only window.
How we checked
We read four pages on graceandstella.com on 4 September 2026: the Shipping, Return and Refund Policy help page, the Refund Policy legal page, the Shipping Policy legal page and the FAQ. Wording above is quoted or closely paraphrased from those pages; where they conflict we have shown both rather than pick one.
