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FAQs
My Orders
  • How can I track my order?
    You will receive an order confirmation once you place an order, containing the details of the order. You may also access this information in your account center on violetgrey.com or contact the Client Service team for assistance. When your order ships, you will receive a secondary email notice with your tracking number and a link to view this information online. If you have any other inquiries, please email clientservice@violetgrey.com.
  • How quickly will my order arrive?
    VIOLET GREY offers standard ground, priority or overnight shipping options. Orders in which the subtotal is greater than $75.00 will receive free standard ground shipping.

    VIOLET GREY strives to have your order processed and shipped out to you within 24 hours. Orders received before 1:00 PM PST Monday-Friday will normally be processed the same day. Please check the shipping tracking link in your shipping confirmation email for the latest shipping status, or contact the Client Service team at clientservice@violetgrey.com for assistance.
  • May I change or update my order once it is placed?
    Before your order has been prepared for shipment, the Client Service team can help you cancel an item, change your order or edit the shipping details. Once an order has been placed, it is not possible to edit billing details, combine orders or add additional products to an existing order. If you need to make any changes to your order, please contact us at clientservice@violetgrey.com.
  • May I cancel an order?
    An order may be cancelled as long as the order has not been processed and prepared for shipment. To cancel your order, please contact clientservice@violetgrey.com during business hours for immediate assistance.
  • May I add a gift message to my order?
    Yes, in Step 1 (Shipping) of the checkout process, you will find an option to enter a gift message.
Shipping, Returns & Exchanges
  • What are VIOLET GREY’s shipping rates?
    The shipping rates are as follow:
    OptionsCost
    Ground$7.95
    Free for orders over $75
    2-day$14.95
    Priority/Overnight$19.95
    Orders must be received by 1pm PST Monday-Friday to be processed the same day. Orders received over the weekend and on major holidays will be processed the following business day.

    Please note that certain items which are considered hazardous materials by the U.S. Department of Transportation (eg. pressurized spray cans, fragrance, etc.) can only be shipped via ground shipping due to air transport regulations. Restricted items may not be shipped to Alaska, Hawaii and Puerto Rico.
  • Does VIOLET GREY ship outside of the U.S.?
    At this time, VIOLET GREY only ships to U.S. addresses.
  • What is a hazmat product and why can I only ship it ground?
    A hazmat product is one that contains flammable liquid considered a hazardous materials by the U.S. Department of Transportation (eg. pressurized spray cans, fragrance, nail polish etc.) and can only be shipped via ground shipping due to air transport regulations. Restricted items may not be shipped to Alaska, Hawaii and Puerto Rico.
  • What is the return and exchange policy?
    VIOLET GREY will accept returns received within 90 days of purchase unless otherwise noted on the product detail page. Items must be returned unused, undamaged and unopened in their original product packaging. Clients will be credited the value of the item purchased and any tax applied minus a $9.95 restocking fee. The original shipping charge is not refundable.

    At this time, VIOLET GREY does not process exchanges. If you would like to exchange an item, please contact the Client Service team and they will be happy to process a return and place a new order for you.
  • How do I return an item?
    Returns are simple. Please contact the Client Service team at clientservice@violetgrey.com with your order number. The Client Service team will process your return request and email you a return shipping label. Once you receive the label, simply print it and ship the items back. When the package is received, the returned order will be finalized and your credit your card will be credited for the appropriate amount.

    Please note that VIOLET GREY will accept returns received within 90 days of purchase unless otherwise noted on the product detail page. Items must be returned unused, undamaged and unopened in their original product packaging. Clients will be credited the value of the item purchased and any tax applied minus a $9.95 restocking fee. The original shipping charge is not refundable.
  • Can I exchange an item?
    At this time, VIOLET GREY does not process exchanges. If you would like to exchange an item, please contact the Client Service team and they will be happy to process a return and place a new order for you.
Account Information
  • Is my personal information kept private?
    VIOLET GREY ensures that your personal information is kept private and confidential, and at no point will VIOLET GREY share it with a third party. For more information, please read the Privacy Policy.
  • I’ve forgotten my password. What should I do?
    To re-set your password, follow the “Forgot Password” instructions on the Log-in page. Please note that for security reasons we are unable to send your old password via email. You may also contact Client Service at clientservice@violetgrey.com for assistance.
Other Inquiries
Please get in touch with the Client Service Team:
Email: clientservice@violetgrey.com