Policies & Procedures

Customer Service

You may reach us at our offices located in the Elizabeth Grace Home storefront in Old Montgomery in Cincinnati, Ohio: 1-513-871-4050 Mon.-Sat., 10:00am-5:30pm EST. You may email us at any time: info@elizabethgracehome.com

Shipping

We offer complimentary UPS Ground shipping to the contiguous United States for orders over $150. We are not responsible for delays within the shipping process; and, shipping fees are non-refundable.

Expedited Shipping

Please contact us to expedite shipping; or if special arrangements need to be made. Qualified items are available for expedited shipping and cost is calculated based on the applicable rate for service chosen; however, this will not speed up the production time of an order. Items that are custom or special order will be expedited after the production lead-time has been satisfied.

Shipping to Hawaii, Alaska, and International

You will be charged the calculated cost based on service chosen for destinations outside the contiguous United States. These shipments cannot be expedited. We do not ship internationally.

Additional Requests

We do our best to ship items quickly and efficiently. Sometimes we need to pull items from our manufacturers. We will notify you of any special circumstances in filling your order. If you have special instructions like “Please leave on the front porch,” “ship my items as they become available,” “or ship my order complete,” please write them in the space provided and we will do our best to accommodate your requests.

Custom or Special Orders, and In Stock Classification

Unless you are ordering a small quantity of an item that reads as “in stock,” your order is classified as a Custom or Special Order. This includes, but is not limited to the following: uncommon sizes, shapes, colors, and styles, a large or significant quantity of an item, a combination of items that would deplete in-store stock, an item with longer than one week’s lead-time, custom embroidery, and monogrammed items. All custom or special orders are non-refundable and payment is required in full at the time of order. If you have any questions as to whether your order falls under these guidelines, please contact us before placing your order.

Returns

We have been serving customers for over 100 years, and your complete satisfaction is our primary goal.  We encourage you to order samples, request fabrics, and speak with us before you place an order so that you can be sure you are making the best choices for you and your space. A few minutes with our experts can resolve most of the issues associated with returns, before you commit to your purchase. Since we offer these options and the vast majority of our business is based on custom and special ordered items, we invite you to become familiar with our return policy.

We will gladly refund the full purchase price if you are not satisfied with your purchase within 30 days if accompanied by a receipt. Store credit for the last selling price will be issued for any return, without a receipt, within 30 days. Returned merchandise must be unused, unwashed, and in original packaging, unless defective.

Special orders are not returnable. Items discounted 50% or more are not returnable. No cash refunds in excess of $20.00. For amounts over $20.00, a check will be issued within 2 weeks. Gift certificates are redeemable for merchandise or store credit only. Seasonal and gift items must be returned by Jan. 15th, verified and will be redeemable for store credit only for the last selling price.

Online Sales Policies

Complimentary Gift Wrap

Purchases of $20 or more qualify for our complimentary gift wrap. If your item has an unusual shape or size, we may not be able to complete your request. You will be notified if this is the case.

Payment Processing- PayPal

We are currently only processing online orders through PayPal. Your PayPal preferred payment method is charged in full when your order is processed.  If there are changes that need to be made to your order, you will be notified before your account is charged. Any Refunds or Returns will be made to the same PayPal account used to make the purchase.

Out of Stock Items

It is possible that items sell out or become unavailable during your ordering process. We will inform you via email of any item that is or has become out of stock, as well as the associated ETA provided by the manufacturer. ETAs are not final and are subject to change by the manufacturer. We will keep you updated as we receive information. We generally hold items in your order until all items are ready to ship. If you would like us to ship your in-stock items ahead of time, please let us know.

Price Matching

We are happy to match any competitor’s pricing on identical merchandise. Please provide the website address, email, or advertisement showing the product name, style, color, number, dimensions, price, and current date. Upon verification, we can issue a price override for the item in question.  The item must be new, in its original packaging, and sold from a verified source. Price matches will not be considered from eBay, Craigslist, or other unmonitored third-party sources.

Privacy Policy

Guarding the privacy and safety of your data is very important to us. We do not transfer your information to third parties in exchange for money and we will not do so.

We collect different types of data in several ways; including but not limited to:

  • Personal Information, such as name, email address, physical address, phone number, on line identifiers (such as username or social handle), etc. We obtain this data directly from you when you order goods or services and when you sign up for our services or marketing.
  • Shipping address, IP address and browser type: We use this for purposes like estimating taxes and shipping.
  • Cookies: We use cookies to keep track of cart contents while you’re browsing our site
  • Payments through PayPal: When processing payments, some of your data will be passed to PayPal, including information required to process or support the payment, such as the purchase total and billing information. Please see the PayPal Privacy Policy for more details.
  • Information Storage: We generally store information about you for as long as we need the information for the purposes for which we collect and use it, and we are not legally required to continue to keep it. For example, we will store order information for 10 years for tax and accounting purposes.

We intend to comply with applicable laws no matter how we obtain your data.