SHIPPING / RETURNS / FAQs
WHERE DOES VIOLET GREY SHIP?
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.
HOW DO I TRACK MY ORDER?
When your order ships, you will receive an email with your tracking number including a link to track your package online.
HOW QUICKLY WILL MY ORDER ARRIVE?
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 [email protected] 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.
WHAT ARE VIOLET GREY'S SHIPPING & HANDING RATES?
Our current shipping & handling rates are as follows:
|Options||Cost||Total Delivery Time|
|Economy||$8.00 (Complimentary on orders over $50)||3-7 business days|
|Express||$11.95||2 business days|
WHAT IS A HAZMAT PRODUCT AND WHY CAN I ONLY SHIP IT GROUND?
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.
WHAT IS THE RETURN POLICY?
We accept returns received within 30 days of original purchase unless otherwise noted on the product detail page. Items must be returned unused, undamaged and unopened in 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 [email protected] 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.
- Sign in to ‘My Account’ at violetgrey.com, go to ‘Orders & Returns’, find the order you would like to return, and select ‘Initiate Return’.
- 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.
- Affix the label onto the outside of a box with the product(s) in a securely sealed package.
- 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.
- If you need any assistance with a return, please contact Client Services at [email protected].
CAN I EXCHANGE AN ITEM?
VIOLET GREY does not process exchanges at this time.
I THINK MY ORDER IS LOST?
If you do not receive your package, please contact Client Services at [email protected] 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.
WHAT DO I DO IF MY ORDER ARRIVED DAMAGED?
CAN I REQUEST PRODUCT SAMPLES ONLINE OR AT VIOLET GREY'S FLAGSHIP STORE?
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 [email protected].
WHAT PAYMENT METHODS ARE ACCEPTED?
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.
HOW CAN I ENSURE MY ORDER WENT THROUGH?
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 [email protected].
MAY I CHANGE ITEMS IN MY ORDER ONCE THE ORDER IS SUBMITTED?
Unfortunately, we are unable to change items in your order after it is submitted. Please contact Client Services at [email protected] for help.
MAY I CANCEL AN ORDER?
An order may be cancelled if it has not been processed and prepared for shipment. To cancel your order, please contact Client Services at [email protected] during business hours (9:00 AM to 6:00 PM (Pacific Time) Monday-Friday) for immediate assistance.
I ENTERED THE WRONG ADDRESS. CAN THIS BE FIXED?
Before your order has been prepared for shipment, Client Services can help change your shipping address. Please contact [email protected] as soon as possible. Note: once an order has been submitted, it is not possible to edit billing details.
I WANT TO SHIP ITEMS TO DIFFERENT ADDRESSES. IS THAT POSSIBLE?
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 [email protected].
DO I NEED TO SIGN FOR MY ORDER?
We only require a signature upon delivery for orders over $500.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
I FORGOT MY PASSWORD. WHAT SHOULD I DO?
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.
ARE THERE ANY QUANTITY RESTRICTIONS WHEN PLACING ORDERS?
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 [email protected] for special order handling.