My online shopping experience with this company was a complete disaster, which is why I must warn others:
Do not order from this company.
I trusted their size guide and ordered a small, but when the dress arrived, it was fundamentally flawed. The measurements of the dress I received were actually smaller than an XS! When I reached out for a resolution, they immediately tried to shift the blame, stating it was “my problem” because of the size I ordered. I felt compelled to engage in a lengthy back-and-forth conversation with customer service because they advised me to return the dress and insisted I was responsible for shipping costs. This entire process felt like a trap, especially when, once they received the return, they claimed there’s nothing they can do and it’s outside of the return period.
Customer: I have received the dress and the sizing is incorrect. I ordered a Small, but the actual garment measurements are smaller than your own listed XS size. This is a manufacturing error.
CS Rep: I apologize that the item did not fit as expected. We adhere strictly to our sizing charts. Can you confirm the specific measurements you took?
If you have any issues about wherever and how to use GraceQueens Store, you can call us at our web site. Customer: I provided the measurements proving the defect. Now you are advising me to return it, but you are demanding that I pay international shipping costs back to you in the US, despite the fact that I received a poorly made item.
CS Rep: Our policy states that the customer is responsible for all return shipping fees. If you ship it back, we can evaluate the sizing upon receipt, but we cannot refund initial expenses or cover the return costs.
Customer: I already paid substantial shipping from Canada and then paid again to return it. Now you have the dress and my money and are claiming it’s outside the return period. I deserve a full refund since the item was defective!
CS Rep: I see the tracking confirms the delivery date. I understand your frustration regarding the timeline discrepancy. Let me escalate this internally to see if we can waive the restocking fee and potentially issue a partial store credit, given the unique circumstances of the sizing discrepancy.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.