常見問題

How do I contact Grace Han Customer Service?
For any questions regarding your purchase of a Grace Han product, please contact our Retail Team.

We will endeavour to get back to you within two business days and will be happy to assist you with any enquiry.

[email protected]

+44 (0)20 8001 4621

週一至週六,上午 10 點至下午 6 點。


What are your store opening hours and contact details?
週一至週六上午 10 點至下午 6 點(銀行假期除外)。

How do I contact your PR & Marketing team?
For PR and Marketing related concerns, please contact us

How can I purchase Grace Han products?

The full Grace Han collection is exclusively available for purchase on our e-Commerce Platform, or at our Knightsbridge boutique.

For Telephone Orders, please reach us via:

13 Beauchamp Place, Knightsbridge, London SW3 1NQ, UK

[email protected]


Can I buy a spare part for my bag?
Unfortunately, we do not currently produce additional parts of the bag separately, so they cannot be purchased individually. We do however offer a full repair service should you have any problems with your product.

How do Grace Han bags come packaged?
所有 Grace Han 皮具均配有防塵袋。

Do you offer VAT services?
Yes. However, we are only able to provide VAT services for purchases made in-store. VAT services are offered for all purchases made in-store only.

Do you offer Gift Wrapping?
可應要求提供定制 Grace Han 禮品盒。

Do you sell Gift Vouchers?
禮券可在店內或通過電話訂購購買,但僅在店內兌換。

Which Payment Methods Do You Accept?
您可以使用信用卡付款,可接受卡別: Visa、MasterCard、American Express、JCB、Union Pay 和 Cartes Bancaire。

What happens after I place a Telephone Order?

一旦您的訂單完成並且付款成功,您將收到一封電子郵件確認。

This will contain your order number and the details of everything that you’ve ordered as well as your digital receipt. Please note, customers shipping internationally are liable for any and all import duties, customs and local sales taxes that may be levied by the country being shipped to; payment of these may be necessary to release the order from customs.


How long will it take to process my Telephone order?

We aim to dispatch all orders within 7 days, but during exceptionally busy periods there may be a slight delay.

Customers shipping internationally are liable for any and all import duties, customs and local sales taxes that may be levied by the country being shipped to; payment of these may be necessary to release the order from customs.


What are the UK delivery times and costs?

Please refer to this page for more information about our shipping.


Can I have my delivery sent to any UK address?
很遺憾,電話訂單的收貨地址必須與您支付卡的賬單地址一致。

Do you offer international shipping?

Grace Han 提供國際運送服務。請注意,國際運送客戶需承擔運往國家/地區可能徵收的任何和所有進口關稅、關稅和當地銷售稅;可能需要支付這些費用才能從海關放行訂單。
費用將取決於您的原籍國,並將在您下訂單時確認。


What is your policy on repairs?

Grace Han are pleased to offer repair service for all Grace Han products that have been purchased directly from Grace Han.

Due to the delicate nature of our designs, we are not always able to repair damage caused by regular wear and tear such as dirt, scuff marks or scratches.

We will always attempt to repair any item with a manufacturing defect in materials such as a broken zipper or hardware, however, we cannot guarantee the availability of original parts or any issues that are a result of damage or normal wear and tear. With the exception of faulty goods, Grace Han is not able to reimburse the cost of shipping items for repair.

For any manufacturing defects please bring or send your items to the store. If you are unable to return the product to the store please contact us at[email protected] with your name, date of purchase, receipt number where possible, a brief description of the fault and any photos of the damage. Once your request is received, our Customer Services team will be in contact within two business days with information on how to send your merchandise back to us for repair along with relevant fees where appropriate. 13 Beauchamp Place, Knightsbridge, 倫敦 SW3 1NQ / +44(0)20 8001 4621 / [email protected]

維修的常規所需時間約為 4 週。


What is your in-store and online returns policy?

If not entirely satisfied with your purchase, Grace Han will be happy to issue a refund, exchange, or gift card on all full price purchases returned within 14 days provided they are returned packaged in their original condition and accompanied by the original invoice or proof of purchase.

Grace Han reserves the right to refuse the return of any merchandise that does not meet the above return requirements at Grace Han’s sole discretion. Grace Han also reserves the right to reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Goods, which has been caused by the way in which you have handled them.

Refunds can only be made to the Debit or Credit card used in the original purchase and the cardholder must be present. Please note that Cash Refunds are not available.

這是您的法定權利的補充。

Shipping of Returns

Please notify the Grace Han Retail Team at [email protected] prior to returning all items to: 13 Beauchamp Place, Knightsbridge, London, SW3 1NQ, United Kingdom. With the exception of faulty, damaged or defective goods, Grace Han is unable to cover the cost of returns. The customer will be responsible for paying for shipping costs for returning the item. Shipping costs are non-refundable. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted. Next, contact your bank. There is often processing time before a refund is posted. If you’ve completed all these steps and you still have not received your refund yet, please contact us at [email protected]


What is your returns policy for Telephone Orders?

Please see the 28 day returns policy for in-store which is the same for our Telephone Orders, in addition we make the below recommendations.

It is the customers responsibility to ensure their package reaches us and we therefore recommend using a tracked delivery service.We regret we cannot be held responsible for the non-delivery of returned goods.

電話訂單也可以退回到我們的商店,我們的團隊很樂意在現場安排換貨、退款或禮品卡。


Do I have to pay for the cost of returns?
除損壞或有缺陷的商品外,Grace Han 無法承擔退貨費用,客戶將負責支付退貨的運費,且運費不予退還。

Where are Grace Han products designed?
Grace Han 系列由創意總監兼創始人 Grace 在位於台灣的工作坊中以熱情設計及創作。

Where are Grace Han products manufactured?

Grace Han products are predominantly manufactured in Italy by artisans who have been handcrafting leather goods for generations.

Certain technical elements like the leather pleats are crafted in Taiwan due to the unique skills required. For more information please visit our Craftsmanship Page.


What materials are used to make Grace Han products?

Grace Han 所有包袋和配飾均採用頂級義大利皮革製作。

Grace Han hardware is made from brass and zinc alloys which are gold plated to a bespoke finish. Other materials used include stainless steel. For more information please visit ourCraftsmanship Page or get in touch with our team a [email protected]


Tell me more about leather goods in general
Grace Han uses only the finest natural leathers. As leather is a natural material, it needs to be looked after carefully. In order to prolong the life of your Grace Han handbag or small leather goods we advise you to take the following precautions:
  1. 避免將皮具直接暴露在潮濕環境及熱源中
  2. 避免與含酒精產品(即香水、溶劑)和油性物質(即化妝品)接觸
  3. Ensure that you store your leather goods in a cool, dry place inside the protective felt pouch designed for this purpose
  4. 避免皮具與其他物體摩擦,因為這可能會導致污損
  5. 避免在皮具內放入過多的物品
  6. 避免接觸粗糙或磨蝕性材料
  7. 避免過度使用金屬配件,因為鍍金可能會碎裂
  8. 請特別照顧白色或淺色的包袋,為避免不易清潔
  9. 欲清潔皮具,請使用乾淨、非磨蝕性的乾操軟布擦拭
  10. 如與水接觸,請使用乾燥的軟布輕拍以吸收液體,避免摩擦造成污損
  11. 如出現污漬,請用濕軟布輕拍該區域,置於室溫環境風乾