Refund policy

Right of Withdrawal, Returns & Refund Policy

Seller: Ngo, sole trader, trading as "Grace & Thread Icons". Contact: hello@gracethreadart.com.
Last updated: 24 October 2026

Every item is made to order, especially for you, by our partner Printful in professional studios. We want you to buy with confidence, so here are your rights in plain words.

1. 14-day right of withdrawal
For all of our standard products (in every size, colour and variant) you have the right to withdraw from your purchase within 14 days, without giving any reason. The 14 days start on the day you (or someone you name, other than the carrier) receive the item. If your order came in several parcels, they start on the day you receive the last one.

2. How to withdraw
Before the 14 days are up, send a clear statement that you are withdrawing, with your order number, to hello@gracethreadart.com. You may use the model form at the end of this page, but you don't have to. It's enough to send your statement before the deadline.

3. Sending the item back
- To start a return, email hello@gracethreadart.com and we'll reply with the return address. Send the item no later than 14 days after you tell us. Please don't post it before we've sent you the address.
- Return costs: you pay the direct cost of sending the item back. For a framed print this is usually about €8–€20 within the EU and may be more from outside the EU, depending on the country and carrier.
- Packaging: pack it well, ideally in the original packaging, and use a tracked service.

4. Your refund
We'll refund everything you paid, including the original standard delivery cost, within 14 days of the day we receive the item back (or you send us proof that you've posted it, if that comes first). We use the same payment method you used, at no cost to you. You're only responsible for any loss in value caused by handling the item more than needed to examine it (the way you would in a shop).

5. Name-personalised items and custom icons
Items we make with a name, dedication or other detail you ask for, and custom icons (designed to order with the saint you choose), are made to your specifications, so the right of withdrawal does not apply to them once we send them to print (Article 16(c) of Directive 2011/83/EU). For custom icons we first email you a proof. Until we send it to print, you can cancel your order at any time and get a full refund, including if you don't approve the proof. We'll say so clearly on the product page before you order. Section 6 and the legal guarantee still apply to them.

6. Damaged, defective or misprinted items
If your order arrives damaged (for example broken glass or frame), defective or misprinted (wrong design, placement, colours or size), or the parcel is lost:
- Email hello@gracethreadart.com within 30 days of delivery (for a parcel that never arrived: of the estimated delivery date), with your order number and a clear photo of the problem (if several pieces are affected, one photo with all of them; if the parcel was knocked about, the packaging too).
- We'll send you a free replacement or, if you prefer, a full refund.
- You usually don't need to send the item back. If we ask you to, we'll give you the return address and cover the cost.
If you notice a problem after 30 days, please still write to us: the legal guarantee in section 8 still applies.

7. Cancelling before dispatch
If you change your mind before your order ships, email us straight away. If printing hasn't started, we cancel the order and refund you in full. If it has started, your order will be sent as normal and, for standard products, you can still withdraw under sections 1–4. Name-personalised items and custom icons can't be withdrawn from once we send them to print (section 5); until then we cancel them with a full refund.

8. Legal guarantee
Every item comes with the 2-year legal guarantee of conformity under EU law (Directive (EU) 2019/771). Nothing on this page limits your statutory rights.

Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)

— To: Grace & Thread, hello@gracethreadart.com
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
— Ordered on (*)/received on (*):
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:
(*) Delete as appropriate.