HELP

CONTACT CLIENT SERVICE

EMAIL: clientservice@violetgrey.com
PHONE: (855) 976-1756
HOURS: Monday to Friday: 9am - 6pm PST

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, 2-day air 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.
  • May I add a Gift Box to my Order?

    Yes, in Step 1 (Shipping) 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 our Gift Concierge service contact our Client Service team via phone or email.
  • How can I buy a VIOLET GREY Gift Card?

    On www.violetgrey.com, you can buy a VIOLET GREY Gift Card by choosing a Printed or a Virtual Gift Card at www.violetgrey.com/product/gift-cards and selecting a Gift Card amount. If you choose a Virtual Gift Card, you will need to include the recipient's name and e-mail address and select the date that you wish to send the Virtual Gift Card. The Virtual Gift Card will be e-mailed to the recipient on the date scheduled, provided that your full order has been processed and payment has cleared.

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

    In the case of both Virtual Gift Cards and Printed Gift Cards, you will have the option to include a personal message.

    You may also purchase a VIOLET GREY Printed Gift Card in our retail store location(s).

    If you need further assistance, you can contact Client Service at clientservice@violetgrey.com.
  • How can I redeem a VIOLET GREY Gift Card?

    You may redeem your Gift Card either in our retail location or at www.violetgrey.com. 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.
    • 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 client services at clientservice@violetgrey.com to inquire about your balance.
    On our website, you may redeem your Gift Card on the payment page when making a purchase. Your Gift Card amount will be applied toward your order as payment. You may also redeem your VIOLET GREY Printed or Virtual Gift Card in our retail store location(s).
  • How can a VIOLET GREY Gift Card be delivered?

    If you select a VIOLET GREY Printed 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 Printed Gift Cards depends on your shipping method.
    • Printed Gift Cards are sent in our VIOLET GREY Gift Card packaging.
    • Regular shipping rates apply. Complimentary shipping applies on all orders over $75; unless otherwise indicated by VIOLET GREY.
    • 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 select 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.

Shipping, Returns & Exchanges

  • What are VIOLET GREY’s shipping rates?

    The shipping rates are as follow:
    Options Cost Total Delivery Time
    Ground Free 4-5 business days
    3-Day Free 3 business days
    2-day $14.95 2 business days
    Standard / Overnight $19.95 Next business day
    (Delivered before 8 PM)
    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. We do not currently offer Saturday delivery. Orders received on Friday selecting Priority/Overnight delivery will be delivered on Monday.

    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.
  • Where does VIOLET GREY ship?

    VIOLET GREY ships to U.S. addresses excluding PO Boxes. We do not ship internationally, to international re-shippers, or to businesses that forward packages to international 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?

    Returns are simple. Fill out the return form included in your package. Enclose the return form along with the product[s] in all original packaging. Seal the package securely and affix the FedEx return label provided in your order. Drop the package off at a FedEx store or give it to a FedEx carrier. When the package is received, the returned order will be finalized and your funds will be returned to the original form of payment.

    If you would like assistance with your return or have misplaced the return label enclosed in your package, 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 funds will be returned to the original form of payment.

    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. 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 at clientservice@violetgrey.com and they will be happy to process a return and place a new order for you.
  • I want to place a large order and ship the items to different addresses. Is that possible?

    Yes! For help placing orders shipped to multiple addresses, contact our Client Service team via phone, email or chat.
  • Can I return a VIOLET GREY Gift Card?

    No, Gift Cards cannot be returned or exchanged for cash.
  • Can I return items paid with VIOLET GREY Gift Cards?

    Yes. If you return products you have purchased using a Gift Card as one of the payment methods, 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 remaining amount will be refunded on the credit card used in this transaction.

    To return an item that you have purchased with a Gift Card, please follow the information on Shipping, Returns & Exchanges.

    For more information, please see our www.violetgrey.com/gift-cards-terms.

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.