HELP

CONTACT ORDER SERVICES

EMAIL: orders@violetgrey.com
HOURS: Monday to Friday: 9am - 5pm PT

FAQS

ORDERS & ACCOUNT

  • WHAT PAYMENT METHODS ARE ACCEPTED?

    We accept Mastercard, Visa, American Express, Discover, Paypal and Amazon Pay. We also accept installment payments via QuadPay. For QuadPay FAQ, please consult the QuadPay 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 orders@violetgrey.com.
  • 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 orders@violetgrey.com 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 orders@violetgrey.com during business hours (9:00 AM to 5:00 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 orders@violetgrey.com 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 orders@violetgrey.com.
  • 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?

    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.
  • 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 orders@violetgrey.com for special order handling.

SHIPPING & RETURNS

  • 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 Ground, 3-Day Express, 2-Day Air and Overnight 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.
  • WHAT ARE VIOLET GREY’S SHIPPING & HANDLING RATES?

    Our current shipping & handling rates are as follows:
    Options Cost Total Delivery Time
    Ground $8.00 (Complimentary on orders over $50) 4-5 business days
    3-Day $8.00 (Complimentary on orders over $50) 3 business days
    2-day $14.95 2 business days
    Overnight $19.95 Next business day
    (Delivered before 8 PM)
  • 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.

    Returns are simple.

    1. Email Client Services at orders@violetgrey.com and request a return label be emailed to you.
    2. Affix the label onto the outside of a box with the product(s) in a securely sealed package.
    3. Drop off the package at a FedEx location or with a FedEx 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.


    4. If you need any assistance with a return, please contact Client Services at orders@violetgrey.com.
  • 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 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.
  • WHAT DO I DO IF MY ORDER ARRIVED DAMAGED?

    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.
  • 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 housecalls@violetgrey.com.

GIFTING & GIFT CARDS