FAQ

After we dispatch your order, we will send your tracking number on email, along with the tracking page where you can see its status.

Your order might get delayed for one of the following reasons:

1. Billing and shipping addresses are not the same.
2. Order is pending a credit approval and verification.
3. An order is shipped to remote country.
4. Carrier backlogs

To find out more about your order status please contact our customer care team at support@slimgrace.com

We ship DDP (Delivery Duties Paid) so all import fees & charges are handled by us for EU shipments.

We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of the incorrect/insufficient address provided during checkout or because of refusal to pay import taxes.

Requests for refunds for unclaimed items are subject to a 30% restocking fee. You may also ask for the package to be reshipped out to you for the initial shipping fee.

We will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking number provides no clear details or cause. In the rare cases that a parcel is marked as delivered by the courier, but you have yet to receive it - we would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipients address. In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient's address. Recipients should reach out to the courier or local post office and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

If you find yourself in this situation please email us at support@slimgrace.com and our support team will gladly assist you as soon as possible.

We are happy to accept returns on any garment that is returned to us within 14 days of delivery by you. You may return it for a full refund or exchange it for a different size or item. For more information, visit our Return Policy

In order to book your return, follow the instructions here

In the rare case you receive a faulty/wrong sized item, the return/exchange costs will be fully supported by us. You must notify our customer care team within 24 hours of receiving the faulty/wrong sized item or you will not qualify for a refund/free exchange. For any other reasons except those mentioned, customer is responsible for the return shipping cost. 

Payments will be credited back to the original payment method. Returns for refund are processed within 2-5 working days of receiving the item. Please note sale items are refunded via Gift Cards.

We support all major Credit and Debit Cards and Paypal

The decision to reject your credit card payment is typically made by your card issuing bank (not by Sierra Darien). To protect your security and privacy, your bank cannot provide Sierra Darien detailed reasons for why your payment was declined. Because of this, you will need to contact your bank directly to solve most credit card related payment issues.

TOP 7 REASONS WHY CARDS ARE REJECTED

1. The transaction was blocked by the payment server because it didn’t pass all the risk checks.

2. Insufficient Funds

3. Referred

4. Incorrect CSC code entered (i.e., typically a 3 digit code located in the back of your card)

5. Expired card

6. Fraud suspicion

7. Declined by bank (no specific reason provided)

WHAT CREDIT CARD ISSUES CAN WE HELP TO SOLVE?

Our Customer Service can help you to verify that you have entered your payment information correctly for your order. However, as mentioned above, most credit card payments rejections are due to reasons related to your card issuing bank and therefore outside the control of our store.

Your privacy is our priority. We never share your payment information with any third party. You can read more about our privacy policy here

Yes, we currently ship to US, Europe, Canada, Australia and Middle East. Shipping costs will will be added at checkout. For more information, check Shipping Page

Orders are usually shipped within 1-3 business days. Orders placed after cut off on Friday and through the weekend will begin processing on the following Monday. Once your order has been dispatched, you'll receive an email reflecting that your order has been shipped, along with tracking number.

Orders may not ship within 3 business days due to warehouse safety measures against COVID-19, stock issues, lack of order information, billing delays, order verification process.

For information regarding processing times, consult our delivery policy

Delivery to most regions takes 5-10 days (depending on the shipping method chosen). To find out the exact transit time to your regions, consult our Shipping Policy here

We use all major carriers and local courier partners.

Yes, you may request order cancellation by emailing us at support@slimgrace.com.

We strive to provide the best shipping times, that's why we may ship your order within hours and we can't give you an exact deadline until you can cancel your order. If your order has been already shipped, modification or cancellation will not be available.