Are your products authentic, can I trust Gracie Lou?
Yes our products are authentic. Gracie Lou prides itself on this and has been operating since 2009. Gracie Lou is a NZ owned and operated company.
Do you have a layby service available?
No we don’t, as our stock levels are so low we can’t hold stock for layby’s.
How can I pay for my order?
We accept payments via Visa, MasterCard or Debit Card via DPS Payment Express which is instant at the time of checkout, or you can pay via bank deposit within 7 days.
What if I haven’t paid within the 7 days?
Your order will be cancelled and stock released for sale.
Do you allow pickups?
No we don’t, due to living in a rural location and for privacy and security reasons.
How do you send out orders?
All orders are sent via tracked courier. Currently we use Courier Post. All orders are sent the next business day after payment is made. So if you order and pay on a Friday, your order will be sent Monday. This is due to having only one pick up a day as we are located rurally.
I haven’t received my order, what should I do?
We would expect orders to take no longer than 4 business days for delivery. If you have not received within 4 – 5 days please email us on email@example.com with your order number so we can track and trace. Courier Post uses a GPS tracking system for all parcels and drivers record where they left the parcel.
My order arrived broken, what do I do?
All orders are checked prior to despatch. If your order has arrived damaged, please email firstname.lastname@example.org with a photo showing the damage. We will then either send a replacement if one is available or issue a store credit. We will also send a courier bag to return the item so that we can make a claim through our courier company if necessary. You must advise within 7 days, claims will not be excepted after 7 days.
I ordered the wrong thing – can I send back?
All orders are final, there are no returns or refunds if you ordered the incorrect product or the item was not the colour/shade you were after.
Do you ship internationally?
We ship to Australia with a flat rate charge of $20 per order. All pricing is in NZ dollars and will be charged in NZ dollars at the applicable exchange rate at the time of ordering.
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