Customer Services

VIOLET GREY ships to addresses in the fifty United States, excluding P.O. boxes. We do not yet ship internationally. However, you are welcome to use a freight-forwarding company but you do so at your own risk. We do not support international returns and you are responsible for all duties and custom fees. All orders shipped to a freight-forwarding company are final sale.

When your order ships, you will receive an email with your tracking number including a link to track your package online.

VIOLET GREY currently offers standard Economy and Express shipping options. The shipping time frame begins after your order is processed and leaves our warehouse. We strive to process and ship your order within 24 hours of order receipt, and within 48–72 hours during promotions or other high order volume periods. Orders received before 1:00 PM (Pacific Time) Monday-Friday will normally be processed the same day. Orders received over the weekend and on major holidays will be processed the following business day. We currently do not deliver orders on weekends or holidays.

Please check the shipment tracking link in your shipping confirmation email for the latest shipping status. For additional help, contact Client Services at orders@violetgrey.com for order status information. Please include your order number in your correspondence.

Please note that certain items considered hazardous materials by the U.S. Department of Transportation (e.g., pressurized spray cans, fragrance, nail polish) can only be shipped via Ground shipping due to air transport regulations. Restricted items may not be shipped to Alaska or Hawaii.

Our current shipping & handling rates are as follows:

A hazmat product is one that contains a flammable liquid considered a hazardous material by the U.S. Department of Transportation (e.g., pressurized spray cans, fragrance, nail polish) and can only be shipped via Ground shipping due to air transport regulations. Restricted items may not be shipped to Alaska or Hawaii.

Our top priority is ensuring our customers are confident in their purchases. If you are not happy with your purchase for any reason, subject to our regular refund policy, we accept returns of unused or gently used items within 28 days of order delivery unless otherwise noted on the product detail page. We offer no refunds on any items designated as Final Sale. Items must be returned with their original product packaging. The original shipping charge, if any, is not refundable.

If you are unable to complete your return request or are receiving an error message, it may be because the item you are attempting to return is hazmat and must be shipped with special conditions. Hazmat items may include: perfumes, aerosols, items containing a lithium ion battery (most rechargeable items), most nail polishes, and nail polish removers. If the item is, indeed, hazmat, it will likely feature a small symbol of a flame in a diamond shape on the outer packaging, near other symbols. To return a hazmat item, please reach out to our customer service team at orders@violetgrey.com with your order number and the item you would like to return, and they will be more than happy to assist you.

Returns are simple.

1. Sign in to ‘My Account’ at violetgrey.com, go to ‘Orders & Returns’, find the order you would like to return, and select ‘Initiate Return’.
2. Within the order summary, select the item(s), reason, and number of packages to return. When presented with return options, select “Drop off”, and print the airway bill label.
3. Affix the label onto the outside of a box with the product(s) in a securely sealed package.
4. Drop off the package at a UPS location or with a UPS carrier. Be sure to request a shipping receipt. When the package is received at our warehouse, your funds (the value of the item(s) purchased and any tax applied) will be returned to the original form of payment within 14 days.
5. If you need any assistance with a return, please contact Client Services at orders@violetgrey.com.

VIOLET GREY does not process exchanges at this time.

If you do not receive your package, please contact Client Services at orders@violetgrey.com and include your order confirmation number in the correspondence. We reserve the right, in our sole discretion, to issue you store credit or to send you replacement products.

If your order arrived damaged, please send a photo of the damaged item to orders@violetgrey.com so that we may report the damage to our fulfillment provider, if necessary. Once an email is sent to orders@violetgrey.com, which opens a ticket, we will reply back with next steps.

Unfortunately, we do not offer product samples at this time. Our store associates are available for personalized recommendations and to answer product-related questions via email at housecalls@violetgrey.com.

We accept Mastercard, Visa, American Express, Discover, Paypal, UnionPay, JCB, Diners Club, Maestro, Apple Pay and Alipay. We also accept installment payments via Klarna. For Klarna FAQ, please consult the Klana site here.

When you place an order, you will see an order confirmation page containing your order number. If you do not see an order confirmation page after submitting your order, your order was not submitted successfully. You will also receive an order confirmation email sent to the email address that you included in your order. You may access current and past order information by creating and signing into your account on www.violetgrey.com or by contacting Client Services at orders@violetgrey.com.

Unfortunately, we are unable to change items in your order after it is submitted. Please contact Client Services at orders@violetgrey.com for help.

An order may be cancelled if it has not been processed and prepared for shipment. To cancel your order, please contact Client Services at orders@violetgrey.com during business hours (9:00 AM to 6:00 PM (Pacific Time) Monday-Friday) for immediate assistance.

Before your order has been prepared for shipment, Client Services can help change your shipping address. Please contact orders@violetgrey.com as soon as possible. Note: once an order has been submitted, it is not possible to edit billing details.

It is not possible on our website to split up one order into multiple addresses. Instead place multiple orders and select a different shipping address for each order. For help placing larger orders that are shipped to multiple addresses, please contact Client Services at orders@violetgrey.com.

We only require a signature upon delivery for orders over $500.

VIOLET GREY ensures that your personal information is kept private and confidential and at no point will we share it with a third party except as necessary to process and service your orders. For more information, please see our privacy policy.

To reset your password, visit the Forgot Password page and fill in your email address to have a reset password link sent to you. Please note that for security reasons we are unable to send your old password via email.

Yes, orders with more than 5 units per item are subject to approval before shipping. We do not allow items to be purchased for resale and we reserve the right to refuse service to a customer that we believe has violated this policy. If you are purchasing multiple quantities for personal use or gifting, please contact Client Services at orders@violetgrey.com for special order handling.