FAQ / Helpcenter
Please read the list of Frequently Asked Questions and Troubleshooting questions below.
FAQ
What payment methods do you accept?
We accept card payments with Visa, MasterCard and American Express. You can also choose to pay with PayPal.
When selecting PayPal as payment option at checkout, you will be directed to the PayPal site to 'Log in' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to Grimfrost.com.
What countries do you ship to?
We ship Worldwide with a few exceptions.
We have been forced to remove certain countries from the shipping list since they have in each and every case presented problems for the customer. Please contact our customer support team for further information.
What currencies do you accept?
You can see prices in the webshop listed in several currencies. Pick the currency of your liking in the top row. Please note that we process all orders in USD. The money is, however, withdrawn in your own currency from your account.
I cannot find my country in the shipping list?
We have been forced to remove certain countries from the shipping list since they have in each and every case presented problems for the customer. Please contact our customer support team for further information.
How much does shipping cost?
We have free worldwide shipping on all orders over 100 US Dollars.
For smaller orders we have flat-rate shipping rates, meaning that it does not get more expensive regardless of the size or weight of your order. The easiest way of checking shipping costs is through picking the currency of your liking in the top row, placing the items of your choosing in the basket and then proceeding to the Checkout. There you can see what the shipping ends up costing.
Once I order something - what happens next?
You will receive an order confirmation per email as soon as you have placed your order. Your order will be processed and dispatched within 1-5 business days. When your order has been shipped, you will receive an email with your tracking number.
When will my order be processed?
All orders will be processed and shipped within 1-5 business days
As soon as your order has been dispatched, you will receive an email with your tracking number. Due to the nature of handcrafted items, there can be delays due to items being in production. You will be notified by email if there is a delay.
How do I know if my order has been shipped?
You will receive a dispatch notification by email as soon as your order has been shipped. The dispatch notification is sent to the email address registered when the order was placed. We usually ship all orders within 1-5 business days.
When can I expect my order?
Orders are usually delivered within 1-5 working days after dispatch.
Remote area deliveries and unexpected events out of our control can cause additional delays.
Can I change my order?
We might be able to change your order if it hasn't been shipped yet. Please contact our customer support team as soon as possible and don't forget to include your order number.
Why doesn't my review show?
We get hundreds of customer reviews. As publishers, we need to ensure that they are free from profanities, links and other impropriate content. We are moderating incoming revievs as fast as we can, but please be noted that it may take weeks for a review to appear on the website.
Reviews that do not offer relevant information to other customers may not be published. The same goes for reviews that deal with an ongoing customer service matter where we haven't been able to correct the mistake, such as a customer receiving the wrong t-shirt color.
What materials do you use in your jewelry?
Grimfrost does not use cheap alloys with painted plating in jewelry. Those tend to break very easily, cause skin rashes and lose color. We use mainly the following materials:
Sterling Silver 925: All our silver jewelry is made in solid Sterling Silver 925. It is the most common form of silver used in jewelry, containing 92.5% pure silver and 7.5% copper. The copper is added to make the silver harder and more suitable for jewelry.
Bronze: Our bronze jewelry is made from solid bronze. Bronze is basically copper with 10-12% tin in it.
Stainless Steel: All our steel items are made in 316L. Also known as surgical steel, it is comfortable for people with nickel allergy - unless they are very sensitive. The nickel migration is extremely small - only 0.1 micro grams per cm2 and week. That is one fifth of the minimum EU requirement for products that have long term skin contact.
Titanium: Being much harder to work into shape than the other metals, titanium is limited to certain forms of jewelry only. Titanium is a good choice for people with allergies.
How do I know my size in clothes?
When choosing a clothing size, it is always a good idea to measure a similar garment that fits well at home and compare it to the sizing chart of the garment you are considering. The other things you may need to consider are size tolerance, shrinkage and stretching.
ABOUT SIZE TOLERANCE
Our goal is to provide the best fitting clothes possible and to deliver within our stated size tolerances. A size tolerance is the allowable limit of variation in clothing measurements. Minor variation in sizing due to the cutting and sewing process is unavoidable. This makes it virtually impossible to guarantee more precise sizing than within our sizing tolerances. Our general size tolerance is +/- 2.5 cm (1 inch) per measurement, which is an industry standard value.
SHRINKAGE AND STRETCHING
Shrinkage and stretching are not calculated into the sizing tolerance value. Fabrics may shrink or stretch up to 3% when laundered or stretch over time. This is especially true for natural fibers. “Hand wash only” clothes on the other hand may be completely ruined if washed in a machine.
Troubleshooting
I can't place an order
If you are experiencing problems in the checkout, please try following actions:
- Try with another browser
- Try with another device
- Empty the cookies in the browser that you are using
This usually solves these kind of problems. If you still are experiencing problems, please contact our customer support team.
Payment issues
If you experience a problem when paying with a credit or debit card at the checkout, we recommend you to try following actions:
- Use another browser or device
- Make sure that your card is open for international payments
- Try another card or contact your bank
I have placed an order but I haven't received my order confirmation.
You have probably entered the wrong email address. Please contact our customer support team and describe the problem. Make sure to include your order number, full name and the date the order was placed.
I haven't received a dispatch notification or a tracking number.
The tracking number is always included in the dispatch notification sent to you by email. The dispatch notification isn’t sent to you until the order is shipped.
If you haven’t received a dispatch notification, then either the order hasn’t been shipped yet, or the dispatch notification was sent to an email address you haven’t checked. Please look for it in the same email address that was used when the order was registered.
If more than 8 work days have passed since you placed your order, and you still haven’t received a dispatch notification, then the chances are that one or a few items in your order are in production – which would have put your order on hold. An email is usually sent automatically informing about that. Your order will most likely be sent soon – few things require more than a week for us to restock. Would we expect a longer delay, then you’ll be informed, and/or your order will be sent with a back order that’ll be shipped separately.
My order has been shipped but it hasn't arrived yet.
All orders are fully traceable. An email with your tracking number was sent to you the same day as your order was dispatched. If something were to happen along the way to your order, that delays or prohibits delivery, you will be informed by the shipping agent or our customer service team.
Pending Payments (e-Checks)
PayPal payments only:
It can take several business days for your e-Check transfer to complete and the recipient can use the funds from your payment. Here are estimates based on which country your bank account is from.
- U.S. - up to 6 business days
- Canada - up to 8 business days
- UK - up to 9 working days
- Australia - 7-8 working days
Your e-Check payment does not appear in your recipient's balance until the transfer is complete. Please note that we cannot ship your order until we have received the payment.
What is an e-Check?
PayPal payments only:
An e-Check is an electronic payment funded by the buyer’s bank account. With an e-Check, the recipient should receive the money within 3-6 business days.
Both e-Checks and Instant Transfers are ways to pay with your bank account. With an Instant Transfer, the recipient receives the money right away. You only need to have a confirmed U.S. bank account to send an e-Check, but an Instant Transfer also requires a backup funding source such as a credit or debit card registered on your PayPal account.
Before you make a payment, make sure you have enough money in your bank account to cover the e-Check. If there’s not enough money in your bank account, the bank will decline the payment and PayPal will represent it a second time.
You cannot send an e-Check if the Instant Transfer option is available. e-Checks cannot be partially funded by a PayPal balance, so the full amount will always be requested from your bank.
If you’d like to cancel an e-Check after it’s issued, please call your bank. If you’d like to cancel an e-Check that has already cleared, please contact the seller directly to request a refund.
Return Policy
Returns
You can return any item for a refund within 14 days of receiving your original order. Once our warehouse have received and processed your return we will notify you via email. Please have in mind that we do not accept returns of books, CDs or products made to order or otherwise tailored to your specification. This includes all items listed under the Premium Items category of the shop.
We will refund the price you paid for your item to your original payment method. Please note that it might take up to 5 business days until the transaction is visible on your bank statement. Unfortunately we cannot refund extra charges such as taxes and duties that may have been collected upon delivery, please contact your local customs office to issue a refund for these fees.
Exchanges
If you would like a different style, size or color - simply return your unwanted item and place a new order on our website. We will issue a refund for your original order upon receiving the return at our warehouse, after which you can place a new order.
Complaints
We try to ensure that your goods arrive free from defects. However, should you receive faulty items or an incorrect delivery, please contact our customer service team as soon as possible and no later than 14 days after delivery. Your views are highly valued, therefore we ask you to contact us to give us your opinions and express your concerns.
Where a refund is requested, we will process the refund to you as soon as possible and, in any case, within 30 days of the day we confirmed to you that you were entitled to a refund for the defective item. Please note that variations in handmade products do not qualify as a defect, since it is an expected result in handmade products.
If you can't find the answer to your question here, please contact our customer support team: https://grimfrosthird.com/pages/contact-us