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.
  • HOW CAN I ENSURE MY ORDER WENT THROUGH?

    When you place an order, you will view a receipt page containing an order confirmation number. If you do not see a receipt page after submitting your order, your order was not submitted successfully. A copy of your receipt will also be sent to the email address that you included in your order. You may also access order information by creating and signing into your account on violetgrey.com or by contacting the Order Services team at orders@violetgrey.com.
  • MAY I CHANGE ITEMS IN MY ORDER ONCE THE ORDER IS SUBMITTED?

    Before your order has been prepared for shipment, the Order Services team can help you cancel or add an item. If you need to make changes to your order, please contact us at orders@violetgrey.com. Note: once an order has been submitted, it is not possible to combine orders.
  • 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 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, the Order Services team can help you 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.)

    If you wish to change your address after you have received a shipping confirmation, you may make the change by signing up for FedEx Delivery Manager at fedex.com.

    Please note that if a package is returned to us due to an incorrect or incomplete shipping address, you may be responsible for a returns processing fee of $10.50, as well as the cost to re-ship your package to the corrected address. If the package is returned and a refund is requested, we may deduct the returns processing fee from your refund.
  • I WANT TO SHIP ITEMS TO DIFFERENT ADDRESSES. IS THAT POSSIBLE?

    Yes! For help placing orders to be shipped to multiple addresses, contact Order Services at orders@violetgrey.com.
  • DO I NEED TO SIGN FOR MY ORDER?

    Please note that we 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, follow the “Forgot Password” instructions on the Accounts log-in page. Please note that for security reasons we are unable to send your old password via email. You may also contact Order Services at orders@violetgrey.com for assistance.

SHIPPING & RETURNS

  • WHERE DOES VIOLET GREY SHIP?

    VIOLET GREY ships to addresses in the fifty United States, excluding P.O. boxes. We do not ship internationally, to international re-shippers or to businesses that forward packages to international addresses.
  • HOW DO I TRACK MY ORDER?

    When your order ships, you will receive an email with your tracking number and a link to view this information online. Additionally, you may sign up for FedEx Delivery Manager at fedex.com. This tool will allow you to track your package, request a delivery time (including by appointment and evenings), request delivery to another address, and more.
  • HOW QUICKLY WILL MY ORDER ARRIVE?

    VIOLET GREY currently offers standard Ground, 3-Day express, 2-Day air and overnight shipping options. We do not offer weekend delivery. 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.

    We strive to process and ship your order within 24-48 hours of order receipt. 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. Orders received on Friday by 1:00 PM (Pacific Time) selecting Priority/Overnight delivery will be delivered on Monday, barring unforeseen carrier delays. Please check the shipment tracking link in your shipping confirmation email for the latest shipping status.

    Additionally, you may sign up for FedEx Delivery Manager at fedex.com. This tool will allow you to track your package, request a delivery time (including by appointment and evenings), request delivery to another address, and more.

    Lastly, you may contact the Order Services team at orders@violetgrey.com for order status information. Please include your order number in your correspondence.
  • WHAT ARE VIOLET GREY’S SHIPPING RATES?

    Our current shipping 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. Kindly fill out the return form included in your package and enclose the form along with the product(s) in a securely sealed package. Affix the FedEx return label provided in your order and deposit the package at a FedEx location or with a FedEx carrier - in either instance requesting a shipping receipt. When the package is received, 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 misplaced the return label enclosed in your original package, please contact the Order Services team at orders@violetgrey.com and include your order number in the correspondence. The Order Services team will process your return request and email you a new return shipping label.

    If you need any other assistance with a return, please contact us at orders@violetgrey.com.
  • CAN I EXCHANGE AN ITEM?

    VIOLET GREY does not process exchanges at this time. If you would like to exchange an item, please contact the Order Services team at orders@violetgrey.com and we will be happy to process a return and place a new order for you.
  • I THINK MY ORDER IS LOST?

    If you do not receive your package, please contact the Order Service team 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.

GIFTING & GIFT CARDS

  • MAY I ADD A GIFT MESSAGE TO MY ORDER?

    Yes, in Step 1 of the checkout process, you will find an option to enter a gift message.
  • MAY I ADD A GIFT BOX TO MY ORDER?

    Yes, in Step 1 of the checkout process, you will find an option to add a gift box.
  • CAN I CREATE A CUSTOM GIFT SET?

    Yes! For information about creating custom gift sets, contact our Concierge at concierge@violetgrey.com.
  • HOW CAN I BUY A VIOLET GREY GIFT CARD?

    You may buy a VIOLET GREY Gift Card at www.violetgrey.com/product/gift-card or in our retail store location.

    You have the option to purchase a physical or virtual Gift Card when shopping online. If you choose a virtual Gift Card, you will need to include the recipient’s name and email address and the date that you wish to send the virtual Gift Card. The virtual Gift Card will be emailed to the recipient on the date scheduled, provided that your full order has been processed and payment has cleared.

    If you choose a physical Gift Card, you will need to include the recipient’s name and shipping address. The physical Gift Card will be delivered in VIOLET GREY gift packaging.

    You will have the option to include a personal message with each type of Gift Card.

    If you need further assistance, contact Order Services at orders@violetgrey.com.
  • HOW ARE VIOLET GREY GIFT CARDS DELIVERED?

    If you purchase a VIOLET GREY physical Gift Card, please consider the following information:
    • You can choose whether to have the Gift Card delivered to the recipient or mailed to your own address. The delivery time of physical Gift Cards depends on your shipping method. Regular shipping rates apply.
    • Physical Gift Cards are sent in our VIOLET GREY Gift Card packaging.
    • Please note that if you would like to order multiple Gift Cards and have them delivered to different addresses, you will need to place individual orders and may be subject to additional shipping charges.

    If you purchase a VIOLET GREY virtual Gift Card, please consider the following information:
    • The virtual Gift Card will be emailed to the recipient once the order is processed.
    • The virtual Gift Card will arrive on the date you choose provided that your full order has been processed and your payment has cleared.
  • HOW CAN I REDEEM A VIOLET GREY GIFT CARD?

    You may redeem your Gift Card in our retail location or at violetgrey.com at check out. Please consider the following information:
    • If your Gift Card exceeds the total order amount, the remaining balance will be kept ON your Gift Card and can be redeemed in subsequent orders, subject to applicable law.
    • If your order amount exceeds the value of the Gift Card, the remaining balance must be paid by another valid form of payment.
    • Any remaining balance on your Gift Card will be shown on the receipt of your purchase in company stores. You can also contact Order Services at orders@violetgrey.com to inquire about your balance.
  • CAN I RETURN A VIOLET GREY GIFT CARD?

    No, Gift Cards cannot be returned or exchanged for cash, subject to applicable law.
  • CAN I RETURN ITEMS PAID WITH VIOLET GREY GIFT CARDS?

    Yes. If you return products purchased using a Gift Card, the value of the return will be credited on a Gift Card up to the amount of the initial Gift Card payment for you to use against a future purchase. Any additional amount will be refunded to the form of payment used in the original transaction.