Shipping and Returns

Revision date: 29 July 2026.

These terms govern delivery, withdrawal from a distance contract, returns, exchanges and claims in the MakGraceDancewear.com online store. They form an integral part of the Public Offer Agreement.

The rules differ depending on the delivery country, reason for the request and product category. Provisions on returning a conforming product do not limit the buyer's rights in the event of a manufacturing defect, store error, delivery damage or non-conformity with the confirmed order.

Payment terms, including any advance for cash on delivery, fees and available payment methods, are published on the “Payment” page.

Important: Before submitting any return, please contact the manager and receive a return number, current address and instructions. Dispatch of goods without prior notification does not in itself waive mandatory consumer rights, but the buyer bears the risk of additional costs, delays, loss of ability to identify the order or incorrect customs clearance that could have been avoided by following instructions.

1. Delivery within Ukraine

Delivery within Ukraine is carried out by Nova Poshta to a branch, parcel locker or by courier to the specified address. The usual estimated transit time is 1 to 4 business days. Any manufacturing or order-preparation period is not included in the transit time and is indicated on the product page or agreed with the buyer separately.

The cost of delivery is determined by the carrier and paid by the method specified when placing the order. The buyer is obliged to correctly indicate the recipient's details, telephone number, address or branch number and receive the shipment in a timely manner.

Transportation times are approximate. The store is not responsible for delays caused by circumstances beyond its reasonable control, but this does not limit the buyer's mandatory rights in the event of loss of goods, damage to them or failure to comply with the required delivery time.

2. International delivery

MakGrace provides international delivery to countries available at checkout. The exact shipping cost is shown separately in the shopping cart before payment. The estimated time depends on the country, delivery method, carrier and customs authorities. The production or packaging time for goods, if any, is calculated separately.

The buyer is obliged to check the country, zip code, address, first and last name of the recipient in Latin, telephone number and email before payment. Costs incurred due to incorrect or incomplete buyer information, re-delivery or redirection will be borne by the buyer to the extent permitted by applicable law.

Import VAT, duties and customs clearance: Unless expressly stated otherwise at checkout, shipping costs do not include import VAT, customs duties, brokerage services, carrier fees or other charges imposed in the destination country. These amounts are assessed by third parties and paid by the buyer. Detailed information is available on the “VAT and Duties” page.

The buyer is obliged to promptly provide the carrier or customs representative with the necessary information, pay the obligatory payments and receive the shipment. Import taxes, duties and third party services not received by the store will not be refunded by the store. The buyer independently applies for a possible return of such amounts to the relevant government agency or to another payee.

3. Receiving and checking the shipment

Upon receipt, we recommend checking the integrity of the packaging, the correct number of pieces and the presence of visible damage. If the packaging is damaged, it is necessary, if possible, to inspect the goods in the presence of a representative of the carrier, take photographs or videos and request that a report be drawn up.

Refusal of inspection does not cancel rights that cannot be limited by contract, however, the lack of timely recording may make it difficult to establish the moment and cause of damage.

Upon receipt, please retain the packaging, delivery note and order documents until you have completed inspection of the goods.

4. Non-receipt, refusal of parcel and customs payments

Failure to appear for a shipment, refusal to receive it, failure to pay import duties or failure to provide documents for customs clearance are not in themselves considered adequate notice of cancellation of a distance contract. The buyer must separately send an unequivocal message to the store regarding refusal or return.

If a shipment is returned due to incorrect information, no-show, refusal to receive, non-payment of customs duties, or failure to provide documentation by the buyer, a refund will be issued upon actual receipt and inspection of the item, unless mandatory law requires an earlier return based on adequate proof of return shipment.

Documented costs of return transportation, storage, redirection, customs clearance and other costs caused by the actions or inactions of the buyer may be deducted from the refund amount, but only to the extent permitted by mandatory applicable law. If the goods were not returned to the seller, lost or destroyed due to the buyer’s refusal to complete the necessary import formalities, the cost of the goods will be refunded only in the amount that the seller is required to return under applicable law.

5. General return procedure

Before sending the goods, the buyer must inform the store about the return through the communication channel available on the website and indicate the order number, full name of the buyer, name of the product and the reason for the request. Exercising the legal right to refuse does not require giving a reason; information about the reason helps to process the request faster.

Dispatch procedure:

  • get a return number, current address and customs instructions from the manager;
  • package the goods securely, taking into account its nature and duration of transportation;
  • Send goods only using a tracked delivery service;
  • pay for the shipment upon checkout, unless the store has confirmed a different order in writing;
  • do not send parcels by cash on delivery, with delivery paid by the recipient, or with unreasonable payments for the recipient;
  • for international returns, indicate in the customs declaration “return of goods to the seller / returned goods” and original order number;
  • save the receipt, track number, weight of the parcel and confirmation of acceptance of the shipment by the carrier.

An invoice, photograph of packaging or screenshot created but not submitted to the carrier without confirmation of actual acceptance of the package by the carrier is not sufficient proof of shipment.

The package must allow one to clearly identify the order and the sender. The store has the right not to accept shipments with cash on delivery, unreasonable customs charges, dangerous contents or unidentifiable contents - to the extent permitted by applicable law.

6. Checking the condition of the returned goods

Receipt of the package by the store does not automatically confirm the full refund amount. After receipt, the store checks the goods, completeness, markings, labels, hygienic seals, protective stickers, packaging and signs of use. The opening of the parcel and inspection can be recorded on photo or video; Based on the results, an internal act can be drawn up.

For items where fitting is permitted, only careful fitting is permitted. to the extent necessary to check the size and style. Bodysuits, leotards, overalls, special dance panties and products with sewn-in panties or shorts may only be tried on over your own clean underwear, without removing or damaging the hygienic seal.

The returned item must not have traces of:

  • wearing, training, performing, photo shoot or prolonged fitting;
  • washing, ironing, cleaning, repairing, adjusting or changing the design;
  • sweat, deodorant, perfume, smoke or other odors;
  • cosmetics, creams, dirt, hair or wool;
  • stretching, snagging, abrasions, tears or other damage.

Factory labels, tags, seals, security stickers, accessories and completeness must be preserved. The absence of packaging or labels does not in itself cancel the right, which cannot be canceled by contract, but can be taken into account when determining an objective decrease in value if such a decrease actually occurred and its accounting is permitted by law.

If the product has been used more than is necessary for normal inspection, the store has the right to reduce the refund amount by the objective amount of loss of value. If, due to odor, contamination, damage, hygiene risk, substitution, incomplete packaging or other behavior of the buyer, the goods have completely lost their commercial value and cannot be safely sold as new, the reduction may be up to the full value of the goods - only to the extent permitted by applicable law.

7. Returns within Ukraine

The buyer-consumer has the right, in cases provided for by law, to report the return of goods of proper quality within 14 calendar days from the moment of receipt, not counting the day of receipt. The right does not apply to goods of proper quality included in the list of non-returnable goods established by law, as well as to other exceptions provided by law.

The buyer pays for return shipping in advance and independently. The issue of the final distribution of expenses is determined by the mandatory legislation of Ukraine. If reimbursement is required by law, the store will reimburse only necessary, reasonable, pre-agreed and documented expenses upon actual receipt, identification and verification of the return. The cost of self-selected address, express or other more expensive delivery without prior written approval may not be reimbursed above the cost of a reasonable standard method.

Your return must include your order number and proof of purchase information. An electronic check, electronic payment document, invoice, bank statement or other acceptable evidence may be used in place of a paper original.

For accounting purposes, the store has the right to request completed documents:

Failure to provide the form does not waive the buyer's mandatory right if the notice was clear and the purchase and buyer can be reliably identified, but it may delay processing to the extent that without the required information the return cannot objectively be processed.

8. Returns from the EU and EEA

For a standard product that is not covered by a statutory exception, a consumer may notify the store of withdrawal without giving a reason within 14 calendar days after receiving the goods. After giving notice, the consumer must send the item back within the following 14 calendar days.

The direct cost of returning quality goods to Ukraine is paid by the buyer. In case of complete cancellation of the order, the store returns the cost of the returned goods and the cost of the cheapest standard initial delivery offered for the order. Additional payment for express delivery, address delivery or another more expensive chosen method is not refundable.

When returning only part of an order, the original shipping cost will not be refunded unless the cost would have been reduced by ordering only the remaining items, unless mandatory legislation in the relevant country requires otherwise.

The store has the right to withhold refunds until the goods have been received or until they have received adequate proof of their actual return, whichever comes first. A return based on proof of shipment does not deprive the store of the right to demand compensation for objective reduction in value, damage, substitution, incomplete packaging or return of another product discovered after receipt of the parcel.

9. Returns from the UK

A consumer must notify the store of withdrawal from a standard product within 14 calendar days after receipt and send the goods back within the following 14 calendar days, unless the item falls within a statutory exception.

Buyer pays direct return shipping costs. In case of complete refusal, the store returns the cost of the goods and standard initial delivery; The surcharge for a more expensive delivery method is not refundable. Returns may be withheld until the item has been received or proof of shipment has been provided where permitted by applicable law.

10. Returns from other countries

For customers in countries outside Ukraine, the EU, the EEA and the United Kingdom, the right and time limits for returns are governed by mandatory applicable law and these terms. Unless mandatory law provides otherwise, the buyer must notify the store of the return within 14 calendar days after receipt and pay the return shipping costs; original shipping costs, import charges and third-party services are not refunded.

Refunds will be issued upon actual receipt, identification and inspection of the goods, unless mandatory legislation requires otherwise.

11. Products with hygienic restrictions

For returns within Ukraine: goods of proper quality are not subject to exchange or return if, by their purpose, design, marking and legislative classification, they belong to underwear, corsetry goods, sanitary hygiene items or another non-returnable category.

Such products may include special dance panties, bodysuits, leotards, jumpsuits, separate tops intended and labeled as underwear, as well as skirts, dresses and other products with sewn-in panties or shorts directly adjacent to intimate areas of the body. A specific product is considered non-returnable only when it objectively falls into the appropriate category established by law; The store's mere statement does not change its legal classification.

For EU, EEA and UK customers: The right of withdrawal does not apply to sealed goods that are not suitable for return for health or hygiene reasons and have been unsealed by the buyer after delivery. Such products may include special dance panties and other products with direct contact with intimate areas of the body. If a store-installed hygiene seal, security sticker or packaging is removed, opened or damaged, returns of quality goods due to refusal will not be accepted to the extent permitted by applicable law.

The presence of a hygienic restriction does not exclude claims related to a confirmed manufacturing defect, a store error, or a product not conforming to the order.

12. Custom Made and Personalized Products

The right to refuse goods of proper quality does not apply, to the extent permitted by law, to goods that:

  • made to individual measurements or individual specifications of the buyer;
  • significantly changed at the request of the buyer: the design, length, style, combination of materials or decor have been changed;
  • contains a name, logo, custom inscription or other personalization;
  • for objective reasons cannot be sold to another buyer or can only be sold with a significant loss of value.

Selecting a standard size, model, or regular color from the store's selection of options does not in itself always mean customization. Custom order status, agreed specifications and cancellation consequences must be confirmed prior to production.

The only exception applies to the refusal of a quality product. In the event of a manufacturing defect, store error or non-compliance with the agreed measurements and specifications, the buyer retains binding rights.

13. Exchange of Size, Colour or Model

The store does not guarantee direct international exchange. Replacement of size, color or model is usually issued as return of the previous item and a separate new order.

If the buyer independently selects the wrong size, color or model, he pays for return shipping in cases permitted by law, delivery of a new order, possible price differences and re-import charges. New merchandise is not reserved until the return has been received and verified, unless otherwise confirmed in writing by the manager.

When returning a product purchased as a set, at a promotion or with a quantity discount, the return amount can be recalculated taking into account the actual goods left and the conditions of the promotion notified to the buyer in advance. A gift provided as a condition of purchase must be returned in new condition and complete; if it is not returned, the pre-specified value of the gift may be withheld - to the extent permitted by law.

14. Store Error, Damage or Product Defect

If the buyer received the wrong product, the wrong size due to the fault of the store, an incomplete package, a product with damage or an alleged manufacturing defect, it is necessary to provide the order number, a description of the problem and provide clear photographs or videos of the product, packaging and labeling before returning it.

The store has the right to conduct a quality check and, when justified, an examination to determine the cause of the deficiency. Until the inspection is completed, the presence of a manufacturing defect is not automatically confirmed.

Once the store's liability is confirmed, the buyer is provided with the solution provided by applicable law: repair, replacement, price reduction or refund. The store will reimburse the necessary and reasonable costs of the pre-agreed return method. Self-selected expensive or express delivery without approval can only be reimbursed up to the cost of a reasonable standard method, unless otherwise provided by mandatory law.

The sequence of protection methods is determined by mandatory legislation. A request for an immediate full refund will not be automatically granted if applicable law allows the store to first correct the defect, repair or replace the product.

If the inspection determines that the damage was caused by improper care, normal wear and tear, mechanical stress, excessive stretching, alteration, violation of instructions, or improper use, the store has the right to deny claims due to manufacturing defects and require compensation for allowable diagnostic and shipping costs if the buyer has been notified in advance and is permitted by law.

15. Warranty

The MakGrace warranty period for manufacturing defects in materials, seams and fittings is 6 months from the moment you receive the goods. This period does not limit the buyer's mandatory rights and legal deadlines for filing claims established by applicable law.

The MakGrace warranty does not cover normal wear and tear, improper care, mechanical damage to decorations, excessive stretching, snags, unauthorised repairs or alterations, or use of the product for an unintended purpose.

The specified warranty period does not cancel or reduce the buyer’s obligatory rights if the goods do not comply with the contract. Custom manufacturing also does not exclude liability for manufacturing defects or failure to meet the agreed specification.

16. Refund

Refunds will be made using the same payment method used for purchase, unless the buyer expressly agrees to a different method. The amount actually paid to the store is returned, taking into account any deductions allowed by law. The payment service commission incurred by the store when accepting payment is not deducted separately from the buyer, unless such deduction is permitted by mandatory legislation.

For returns within Ukraine and from countries outside the EU, EEA and UK, the store will usually determine the amount after actual receipt and inspection of the goods. If mandatory legislation establishes a different time or period, the mandatory rule applies.

For EU and EEA returns are initiated no later than 14 calendar days after receiving notification of refusal, the store has the right to withhold payment until receipt of the goods or proper proof of its dispatch. For UK returns will be initiated no later than 14 calendar days upon receipt of the goods back or proper proof of their dispatch in cases provided for by applicable law.

The term for crediting after the transaction is carried out by the store depends on the bank and payment system. Exchange rate differences, buyer's bank commissions, import VAT/VAT, duties, brokerage payments and other amounts paid to third parties and not received by the store are not reimbursed by the store.

17. Legal information

The laws of Ukraine apply to the relationship. This condition does not deprive the buyer of any mandatory rights that cannot be waived by contract under the applicable laws of his country of residence.

If any provision of these terms and conditions conflicts with a mandatory provision, the mandatory provision will apply and the remaining provisions will continue to apply.

18. Model Withdrawal Notice for an International Buyer

The Buyer has the right to use this sample or send another unambiguous message with the same information:

To: MakGraceDancewear.com - through the current communication channel indicated on the Site.

I hereby announce my withdrawal from the distance contract for the following product: ____________________.

Order number: ____________________.

Order date/receipt date: ____________________.

Buyer's first and last name: ____________________.

Buyer's address: ____________________.

Date of notification: ____________________.