FAQs

We process orders within 1–2 business days, excluding weekends and holidays. Once your order ships, you'll receive an email or SMS with tracking, so be sure to add a valid email address at checkout.

Within the U.S., First Class delivery usually takes 2–5 days after processing, while Priority arrives within the speed you select at checkout. International orders typically take 6–10 business days, though customs can add time. See our Shipping & Delivery page for full details.

Yes — we ship worldwide from Springfield, Virginia. International customers are responsible for any customs duties, import taxes, or fees charged by their country. These are not included in the shipping you pay us.

Please contact your carrier (USPS, FedEx, or UPS) directly to open an inquiry. We're unable to refund or replace packages that the carrier confirms as delivered.

Please double-check your address at checkout — we can't reship or refund orders sent to an incorrect address. If you spot a mistake, email us right away and we'll do our best to help before your order ships.

TruFaceByGrace operates on a no-refund policy, and returns are limited. Earrings cannot be returned or exchanged for hygiene reasons. A 25% restocking fee applies to any accepted return, and final sale, clearance, and sale items are not eligible. Please review our full Return & Refund Policy.

Orders cannot be cancelled once placed. If you ordered by mistake, contact us within one hour of purchasing and we may be able to issue store credit.

We're so sorry! Contact us within 3 days of delivery with photos of the item and its packaging, and we'll make it right.

Please notify our team within one business day of delivery so we can sort it out quickly.

Custom and pre-order pieces are final sale and cannot be returned or exchanged unless they arrive defective. See our Custom Order Policy and Preorder Policy.

Our jewelry and accessories are handcrafted from natural materials — cowry shells, brass, horn, bone, leather, and raffia — often in partnership with artisans around the world.

Because every piece is handmade with natural materials, slight variations in color, texture, and size are normal — it's what makes your piece one of a kind.

Keep your pieces away from water, perfume, lotion, and harsh chemicals. Store them in a dry place or pouch, and wipe gently with a soft, dry cloth to keep them looking their best.

Yes! We love bringing custom and bespoke designs to life — for everyday statement pieces or special moments like weddings, photoshoots, and performances. See our Custom Order Policy to get started.

A pre-order lets you reserve a piece that isn't in stock yet, so it's yours the moment it's ready. Only items marked “Pre-Order” are eligible. See our Preorder Policy for full details.

Select styles are available for wholesale. Email grace@trufacebygrace.com with your inquiry and we'll be in touch. You can also visit our Wholesale Inquiries page.

Wonderful — visit our Press page or email customerservice@trufacebygrace.com for interviews, samples, high-resolution imagery, or film and TV pulls.

Email customerservice@trufacebygrace.com or call 410 917 8333. You can also use our Contact page. We're based in Springfield, Virginia and ship worldwide.