We will endeavour to get back to you within two business days and will be happy to assist you with any enquiry.
+44 (0)20 8001 4621
Monday to Friday, from 10:30 am to 6:30 pm.
Frequently Asked Questions
How do I contact Grace Han Customer Service?
For any questions regarding your purchase of a Grace Han product, please contact our Retail Team.
What are your store opening hours and contact details?
Monday to Friday, from 10:30 am to 6:30 pm. We are usually closed on Bank Holidays.
13 Beauchamp Place, Knightsbridge, London SW3 1NQ, UK
+44(0)20 8001 4621
How can I purchase Grace Han products?
The full Grace Han collection is exclusively available for purchase on our e-Commerce Platform, or at our Knightsbridge boutique.
For Telephone Orders, please reach us via:
13 Beauchamp Place, Knightsbridge, London SW3 1NQ, UK
customerservice@gracehan.comCan I buy a spare part for my bag?
Unfortunately, we do not currently produce additional parts of the bag separately, so they cannot be purchased individually. We do however offer a full repair service should you have any problems with your product.
How do Grace Han bags come packaged?
All Grace Han leather goods come with a signature protective dust bag.
Do you offer Gift Wrapping?
Bespoke Grace Han gift boxes are available on request.
Do you sell Gift Vouchers?
Gift Vouchers are available for purchase in-store and via Telephone Order however they can only be redeemed in-store.
Which Payment Methods Do You Accept?
We accept most major international cards, including Visa, MasterCard, American Express, JCB, Union Pay and Cartes Bancaire.
What happens after I place a Telephone Order?
Once your order has been completed and your payment has been successful, you will receive an email confirmation.
This will contain your order number and the details of everything that you’ve ordered as well as your digital receipt.
How long will it take to process my Telephone order?
We aim to dispatch all orders within 7 days, but during exceptionally busy periods there may be a slight delay.
What are the UK delivery times and costs?
Please refer to this page for more information about our shipping.
Can I have my delivery sent to any UK address?
We regret that the delivery address of Telephone Orders must match the billing address of your payment card.
Do you offer international shipping?
Grace Han offers international shipping, and to thank the support from customers worldwide, we will be liable for the shipping charge.
What is your policy on repairs?
Grace Han are pleased to offer repair service for all Grace Han products that have been purchased directly from Grace Han.
Due to the delicate nature of our designs, we are not always able to repair damage caused by regular wear and tear such as dirt, scuff marks or scratches.
We will always attempt to repair any item with a manufacturing defect in materials such as a broken zipper or hardware, however, we cannot guarantee the availability of original parts or any issues that are a result of damage or normal wear and tear. With the exception of faulty goods, Grace Han is not able to reimburse the cost of shipping items for repair.
For any manufacturing defects please bring or send your items to the store. If you are unable to return the product to the store please contact us at customerservice@gracehan.com with your name, date of purchase, receipt number where possible, a brief description of the fault and any photos of the damage. Once your request is received, our Customer Services team will be in contact within two business days with information on how to send your merchandise back to us for repair along with relevant fees where appropriate. 13 Beauchamp Place, Knightsbridge, London SW3 1NQ / +44(0)20 8001 4621 / customerservice@gracehan.com
The typical turnaround time for repairs is approximately 4 weeks.
What is your in-store and online returns policy?
If not entirely satisfied with your purchase, Grace Han will be happy to issue a refund, exchange, or gift card on all full price purchases returned within 14 days provided they are returned packaged in their original condition and accompanied by the original invoice or proof of purchase.
Grace Han reserves the right to refuse the return of any merchandise that does not meet the above return requirements at Grace Han’s sole discretion. Grace Han also reserves the right to reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Goods, which has been caused by the way in which you have handled them.
Refunds can only be made to the Debit or Credit card used in the original purchase and the cardholder must be present. Please note that Cash Refunds are not available.
This is in addition to your statutory rights.
Shipping of ReturnsPlease notify the Grace Han Retail Team at customerservice@gracehan.com prior to returning all items to: 13 Beauchamp Place, Knightsbridge, London, SW3 1NQ, United Kingdom. With the exception of faulty, damaged or defective goods, Grace Han is unable to cover the cost of returns. The customer will be responsible for paying for shipping costs for returning the item. Shipping costs are non-refundable.
Late or missing refunds (if applicable)If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted. Next, contact your bank. There is often processing time before a refund is posted. If you’ve completed all these steps and you still have not received your refund yet, please contact us at customerservice@gracehan.com
What is your returns policy for Telephone Orders?
Please see the 28 day returns policy for in-store which is the same for our Telephone Orders, in addition we make the below recommendations.
It is the customers responsibility to ensure their package reaches us and we therefore recommend using a tracked delivery service.We regret we cannot be held responsible for the non-delivery of returned goods.
Telephone Orders can also be returned to the store where our team will be happy to arrange an exchange, refund or Gift Card on-site.
Do I have to pay for the cost of returns?
With the exception of faulty, damaged or defective goods, Grace Han is unable to cover the cost of returns. The customer will be responsible for paying for shipping costs for returning the item. Shipping costs are non-refundable.
What materials are used to make Grace Han products?
All Grace Han bags and accessories are made with the finest leather.
Grace Han hardware is made from brass and zinc alloys which are gold plated to a bespoke finish. Other materials used include stainless steel. For more information please visit ourCraftsmanship Page or get in touch with our team at customerservice@gracehan.com .
Tell me more about leather goods in general
Grace Han uses only the finest natural leathers. As leather is a natural material, it needs to be looked after carefully. In order to prolong the life of your Grace Han handbag or small leather goods we advise you to take the following precautions:
- Avoid exposing your leather goods to humidity and direct sources of heat.
- Prevent any contact with alcohol (perfume, solvent) and greasy substances (make-up) .
- Ensure that you store your leather goods in a cool, dry place inside the protective felt pouch designed for this purpose.
- Try not to let your leather goods rub against other objects as this may lead to colour migration.
- Do not overload your bag.
- Avoid contact with rough or abrasive materials.
- Prevent rough exposure to metallic parts as the gold plating may chip, and clean with a soft dry cloth.
- Take specific care of white or light coloured bags to avoid stains, as it is difficult to clean them.
- To clean your leather goods, wipe with a clear, non-abrasive and soft dry cloth.
- In case of contact with water, do not rub the leather: use a clear dry cloth and apply a gentle tapping motion to absorb the liquid.
- If stains occur, dab the area with a damp soft cloth and leave to air dry.