FAQs

1. How long does it take to process and ship my order?
When ordered before 5:00PM GMT, orders are processed within 1-2 working days (Monday - Friday). Once dispatched, shipping takes approximately 7-8 working days (Monday - Friday).

2. Who should I contact if my order is significantly delayed?
If your order has not arrived within the expected 7-8 working days (Monday - Friday), please allow an additional 3 working days before reaching out. If further delays occur, contact us at info@grigioatelier.co.uk for assistance.

3. How can I report a damaged or incorrect order?
If you receive a damaged or incorrect item, please email info@grigioatelier.co.uk with photos of the issue. We will promptly resolve it by sending you the correct item.

4. How long do I have to return an item?
You have 30 days from the delivery date to return your item. Items must be unused, unworn, and in their original condition with all tags and packaging intact. Returns after 30 days will not be accepted.

5. How long does it take to receive my refund after returning an item?
Once your returned item is received and inspected, your refund will be processed within 14 days to your original payment method. No restocking fees apply.

6. How do I request an exchange?
No, we do not accept exchanges. If you wish to exchange an item, you will need to return the current item yourself and place a new order. Please note that you will be responsible for return shipping costs if the item is non-defective.

7. What happens if my order has already been processed before I cancel it?
If your order has already been processed, we cannot guarantee cancellation. Please contact us as soon as possible at info@grigioatelier.co.uk to check if cancellation is still possible.

8. What should I do if I receive a damaged or incorrect item?
If you receive a damaged or incorrect item, please take a photo of the issue and email it to info@grigioatelier.co.uk.  We will resolve the issue by sending you the correct or replacement item.

9. What payment methods do you accept?
We accept Visa, Mastercard, Maestro, American Express, JCB, UnionPay, Diners Club, Discover, Apple Pay, Google Pay, and PayPal. For more details, please check our Payment Options page.

If you have any questions or concerns, we'll be more than happy to assist! Just let us know using some of the contact info below.

Customer Services Hours:
Monday to Friday: 09:00 - 18:00

Email: info@grigioatelier.co.uk
Phone: +31657379963
Contact Form: Click here

Business Information
Grigio Atelier is operated by ECLIPTICA LIMITED, a company registered in the Hong Kong. Our trading ID is 76989537.

Address:
Utrechtseweg 341, Amersfoort, Utrecht, 3818 EL, The Netherlands