Shipping policy
SHIPPING POLICY
Last updated: July 6, 2026
At Grace Upon Grace, each order is prepared and packed with care. As many of our hair accessories are handmade, customized, personalized, or made to order, processing times may vary depending on the product and the level of customization requested.
This Shipping Policy explains how we process, dispatch, ship, and deliver orders placed through our website.
1. Order Processing Time
Orders are processed before they are handed over to the courier or delivery partner.
Our estimated processing time is:
Standard ready-to-ship products: 1–3 business days
Handmade or made-to-order products: 3–7 business days
Customized or personalized products: 5–10 business days
Processing time may vary depending on:
- Order volume
- Number of products ordered
- Complexity of customization
- Availability of materials
- Seasonal demand
- Festivals and holidays
- Special launches or promotions
Where a different processing time is mentioned on a specific product page, the timeline stated on that product page will apply.
Processing time is separate from shipping or courier transit time.
For example, if a customized product requires 5 business days for production and the courier requires another 4 business days for delivery, the total estimated time may be approximately 9 business days.
2. Business Days
For the purpose of this Shipping Policy, business days generally exclude Sundays and public holidays.
Where our production schedule is affected by additional closures, holidays, or exceptional circumstances, processing times may be extended accordingly.
3. Shipping Within India
We currently ship to serviceable locations within India.
Delivery availability depends on:
- Customer PIN code
- Courier serviceability
- Remote-area coverage
- Local restrictions
- Other logistical factors
We reserve the right to decline or cancel an order where delivery to the provided address is not reasonably possible.
If a prepaid order is cancelled by us because the delivery location is not serviceable, an appropriate refund will be processed in accordance with our policies and applicable law.
4. Estimated Delivery Time After Dispatch
Once an order has been dispatched, estimated courier transit times are generally:
Kerala: approximately 2–5 business days
Major cities in India: approximately 3–7 business days
Other locations in India: approximately 5–10 business days
Remote or difficult-to-service locations: may take longer
These timelines are estimates only and may vary depending on the courier partner, destination, weather, local conditions, holidays, or other circumstances.
Unless expressly stated otherwise, delivery dates are not guaranteed.
5. Total Estimated Delivery Time
The total time required to receive an order consists of:
Processing/Production Time + Courier Transit Time
For example:
A customized bow may require:
- 5–10 business days for production and processing
- Plus 3–7 business days for courier delivery
Therefore, customers should consider both timelines when placing orders for birthdays, travel, gifting, festivals, school events, or other time-sensitive occasions.
6. Shipping Charges
Shipping charges, where applicable, will be:
- Displayed during checkout, or
- Communicated before order confirmation where necessary
Shipping charges may depend on:
- Delivery location
- Order value
- Package size
- Package weight
- Courier availability
- Promotional offers
We may occasionally offer:
- Free shipping
- Reduced shipping charges
- Promotional shipping offers
Such offers may be subject to separate conditions, minimum order values, specific locations, or limited promotional periods.
7. Order Tracking
Where tracking is available, customers may receive tracking information through one or more of the following:
- SMS
- Website account
- Other contact details provided during checkout
Please allow reasonable time after dispatch for the courier tracking system to update.
A tracking number being generated does not always mean that the parcel has immediately entered physical transit. Courier systems may require additional time to reflect pickup and movement.
8. Correct Shipping Information
Customers are responsible for providing complete and accurate delivery information.
Please carefully verify:
- Recipient name
- House or building name
- Street or locality
- City
- District
- State
- PIN code
- Mobile number
- Any relevant delivery instructions
Grace Upon Grace is not responsible for delays or failed deliveries caused by incorrect, incomplete, or outdated information provided by the customer, except where otherwise required by applicable law.
9. Address Changes
If you need to change your shipping address, contact us as soon as possible at:
We will make reasonable efforts to update the address if the order has not yet been dispatched.
However, once an order has been:
- Packed for dispatch
- Assigned to a courier
- Collected by the courier
- Shipped
we may be unable to change the delivery address.
Any address change remains subject to courier capability and order status.
10. Delivery Attempts
Courier partners may make one or more delivery attempts depending on their operating procedures.
Customers should ensure that:
- The provided phone number is active
- Someone is available to receive the parcel where necessary
- Courier calls or delivery messages are attended to
- The delivery address is accessible
If delivery fails because the customer:
- Is repeatedly unavailable
- Provides an incorrect address
- Refuses delivery without valid reason
- Does not respond to reasonable courier attempts
the parcel may be returned to us.
11. Return to Origin (RTO)
A shipment may be returned to us by the courier as Return to Origin (RTO) due to circumstances such as:
- Incorrect address
- Incomplete address
- Invalid PIN code
- Customer unavailability
- Repeated failed delivery attempts
- Customer refusal
- Unreachable phone number
- Other delivery-related issues
If an order is returned to us, we will review the circumstances and contact the customer where appropriate.
Where the RTO occurred because of customer-provided information or customer unavailability
Re-shipping may require payment of additional shipping charges.
Where the RTO occurred due to an error by Grace Upon Grace
We will take appropriate corrective action without charging the customer for our error.
Any refund eligibility for returned shipments will be handled according to our Return, Exchange and Refund Policy and applicable law.
12. Refused Deliveries
If a customer refuses delivery without a valid reason, the shipment may be returned to us.
Any refund, re-shipping, or deduction of recoverable shipping costs will be assessed according to:
- The nature of the product
- Whether the product is customized or personalized
- The reason for refusal
- Actual shipping costs incurred
- Our Return, Exchange and Refund Policy
- Applicable law
Customized or personalized products may not be eligible for a refund merely because the customer refuses delivery, subject to applicable law.
13. Delayed Shipments
Delivery delays may occur due to circumstances including:
- Courier network disruptions
- Weather conditions
- Floods
- Heavy rainfall
- Natural disasters
- Strikes
- Public holidays
- Festivals
- High seasonal demand
- Transport disruption
- Government restrictions
- Remote-location service limitations
- Events beyond reasonable control
We will make reasonable efforts to assist customers with significantly delayed shipments.
However, estimated delivery timelines are not guaranteed unless expressly stated otherwise.
14. Lost Shipments
If tracking indicates that a shipment may be lost in transit, please contact us at:
We may:
- Review tracking information
- Contact the courier partner
- Request an investigation
- Ask the customer for relevant order details
Where a shipment is confirmed as lost, we will provide an appropriate resolution based on the circumstances, which may include:
- Replacement
- Re-shipment
- Refund
subject to product availability, applicable law, and the circumstances of the case.
15. Damaged Packages
If your parcel arrives visibly damaged, please:
- Take clear photographs of the outer packaging before opening it, where reasonably possible
- Take photographs of the shipping label
- Take photographs or video showing the condition of the product
- Contact us promptly
Please report damaged items within the period specified in our Return, Exchange and Refund Policy.
For our current policy structure, we recommend reporting damage within 48 hours of delivery.
Claims will be reviewed based on the available information and circumstances.
16. Wrong Item Received
If you receive a product different from the product confirmed in your order, please contact us promptly at:
Please provide:
- Order number
- Photograph of the item received
- Photograph of the packaging
- Brief description of the issue
If we confirm that an incorrect item was sent due to our error, we will provide an appropriate resolution.
17. Customized and Personalized Orders
Customized and personalized products may require additional production time.
Customers should carefully review and confirm:
- Name spelling
- Initials
- Colours
- Themes
- Sizes
- Other customization details
before submitting the order.
Once production begins, changes may not be possible.
A customized order is not considered delayed merely because it requires the disclosed production period before dispatch.
18. Time-Sensitive Orders
If you require an order for a specific occasion, such as:
- Birthday
- Festival
- School event
- Photoshoot
- Travel
- Gift
- Ceremony
please place the order sufficiently in advance.
Unless we expressly confirm a guaranteed delivery commitment in writing, we cannot guarantee arrival by a specific date.
Customers should consider both:
- Production time
- Courier transit time
before placing a time-sensitive order.
19. Combining Orders
If a customer places multiple separate orders, we may not always be able to combine them into one shipment.
If combining orders is operationally possible, please contact us before dispatch.
We do not guarantee:
- Combined shipping
- Refund of duplicate shipping charges
- Modification of shipments after processing has begun
20. International Shipping
We currently ship within India only.
If international shipping is introduced in the future, separate terms may apply regarding:
- International shipping charges
- Customs duties
- Import taxes
- Delivery timelines
- Customs clearance
- Restricted destinations
Until such shipping is expressly offered at checkout, customers should not assume that international delivery is available.
21. Contact Us
For shipping-related questions, please contact:
Grace Upon Grace
Email: annepallipuram1996@gmail.com
Address: Pallipuram House, Mulanthuruthy, Ernakulam, Kerala 682314, India