Customer Care

Returns

Are returns accepted?

Every piece from The House of Grace Huxley is truly one-of-a-kind. There is no warehouse. There is no restock. When a piece finds its keeper, it is gone forever.

Because of this, all sales are final.

We encourage you to review all product details, measurements, and care instructions carefully before purchasing. If you have any questions, please reach out before placing your order—we are happy to help.

What if my piece arrives damaged?

If your piece arrives damaged or defective, please contact us within 48 hours of delivery at contact@thehouseofgracehuxley.com.

Please include:

• Your order number
• Photos of the damage
• Photos of the packaging
• A brief description of the issue

We will work with you to make it right. This may include repair, replacement with a piece of equal value (subject to availability), or a full refund.

What if I receive the wrong item?

In the rare event that you receive the wrong piece, please contact us immediately. We will arrange for return shipping at our expense and send your correct piece as quickly as possible.

Shipping

How long does processing take?

Orders are processed within 3-5 business days. Each piece is carefully inspected, packaged by hand, and prepared with the care it deserves. 

You will receive a confirmation email with tracking information once your order has shipped.

What are the shipping options for US orders?

Standard Shipping: 5-7 business days — $15 (Free on orders over $500)

Expedited Shipping: 2-3 business days — $35

All orders are fully insured during transit at no additional cost. Orders over $500 require a signature upon delivery.

Do you ship internationally?

Yes, we currently ship to:

• Canada
• United Kingdom
• Australia

International orders typically arrive within 10-21 business days. Rates are calculated at checkout.

Please note: International customers are responsible for any customs duties, taxes, or import fees. If your country is not listed and you would like to place an order, please contact us—we may be able to arrange delivery.

What if my package is lost or stolen?

Once a package shows "delivered" by the carrier, The House of Grace Huxley is not responsible for lost or stolen items. We strongly recommend shipping to a secure location and tracking your package.

If your package appears lost in transit (not showing as delivered), please contact us and we will work with the carrier to locate it.

Can I send a piece as a gift?

Absolutely. At checkout, you can enter a different shipping address. If you'd like a gift note included, please add a note to your order or email us after placing it. We are happy to wrap and provide a specialty card for the occasion.

About the Pieces

What does "one-of-a-kind" actually mean?

It means exactly that. Each piece exists only once. We do not produce multiples, restock sold items, or recreate designs using the same materials. When you purchase a piece from The House of Grace Huxley, you are the only person in the world who will ever own it.

Where do your materials come from?

Our materials are sourced from estate sales, vintage markets, thrift stores, and artisan collaborators worldwide. We do not purchase new materials. Every piece has a history before it arrives at The House—and that history becomes part of its story.

Who makes the pieces?

Pieces are created by Grace Huxley and our network of artisan collaborators, whom we find from around the world. Each is a master of their craft, and their identity is featured in the piece's story. When you purchase a piece, you'll know exactly who created it and where.

Are pieces cleaned before shipping?

Every piece is professionally dry cleaned before leaving The House. Your piece arrives ready to wear.

What is "The Archive"?

The Archive is an exclusive section of our website where owners can access the complete story of their piece—its legend, its origin, its journey to The House.

Each piece carries a legend—a story that began long before it arrived at The House. When you become a keeper, you become part of that story. The Archive is where you'll discover the mythology behind your piece and the larger narrative connecting all pieces from The House of Grace Huxley.

Access is provided via QR code included with your purchase. The Archive is for keepers only.

Can I request a custom piece?

If you have an heirloom or special item you'd like reimagined, please get in touch with us at contact@thehouseofgracehuxley.com.

Sizing & Fit

How do I know if a piece will fit?

Every piece includes detailed measurements taken with the garment lying flat. We recommend measuring a similar item you already own and love the fit of, then comparing those measurements to ours.

If you're unsure, email us at contact@thehouseofgracehuxley.com with your measurements, and we'll advise.

How do I use the measurements you provide?

All our measurements are taken with the garment lying flat. To compare, lay a similar garment from your closet flat and measure the same points.

Here's what we measure:

• Shoulder to Shoulder: Measured straight across the back, from shoulder seam to shoulder seam
• Pit to Pit (Chest): Measured straight across the chest, from armpit seam to armpit seam. Double this number for full chest circumference
• Sleeve Length: Measured from the shoulder seam to the end of the cuff
• Total Length: Measured from the highest point of the shoulder (next to the collar) straight down to the hem

Pro tip: Don't measure yourself—measure a garment that fits you well. Body measurements and garment measurements are different, and this method gives you the most accurate comparison.

If you need additional measurements not listed on a product page, contact us, and we'll measure it for you.

Can pieces be altered after purchase?

Because each piece is constructed from archival materials with unique properties, we recommend consulting with a professional tailor before making any alterations. Some pieces may have limited alteration potential due to their construction. We're happy to advise if you have questions.

Care & Authenticity

How do I care for my piece?

Each piece includes specific care instructions based on its materials.

For clothing: We recommend professional dry cleaning. Our pieces are constructed from archival and vintage materials that may be delicate or have unique properties. A professional dry cleaner experienced with vintage garments will know how to handle them properly.

For all pieces: Store in a cool, dry place away from direct sunlight. Avoid contact with perfumes and chemicals. Handle with the care a one-of-a-kind piece deserves.

Specific care instructions are included with your purchase and available in The Archive.

What is the Certificate of Authenticity?

Every piece comes with a signed Certificate of Authenticity confirming it as a genuine one-of-one creation from The House of Grace Huxley. This certificate includes the piece name, collection, artist credit, and a QR code to access The Archive.

Payment

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Shop Pay.

Is my payment secure?

Yes. All transactions are processed through Shopify's secure checkout, which uses industry-standard SSL encryption. We never see or store your full payment information.

Contact

How can I reach you?

Email: contact@houseofgracehuxley.com

We respond to all inquiries within 24-48 hours during business days.

Can I see pieces in person?

We do not currently have a physical showroom. However, we occasionally participate in trunk shows and pop-up events. Follow us on Instagram @thehouseofgracehuxley to be notified of upcoming events. If you require an in-person showing, please contact us, and we will do our best to accommodate your request.