General FAQs

Where do you ship?

We currently ship to the EU, UK and US and to most major countries. You can check available shipping options at checkout.

How long does shipping take?

Delivery times depend on the destination and product:

  • EU: Most orders are delivered within 3-8 working days from our European warehouses.
  • US and UK: Orders typically arrive in the US within 1-2 weeks, but please allow up to 4 weeks in some cases, as all items are shipped from Europe. We will soon offer express shipping options with DHL and FedEx. Deliveries to the UK usually take 4-10 working days. 

Can I track my order?

Absolutely. Once your order has shipped, you’ll receive an email with tracking information. You can also log in to your account and track it under "My Orders."

What’s your return policy?

We accept returns within 30 days of delivery. Items must be unused, unworn, and in their original packaging. To start a return, visit our Returns Center.

Product-Specific FAQs

How do I know which size to order?

We include a detailed size chart on each product page. If you’re still unsure, feel free to reach out to our customer support for personalized help.

Are your products sustainable or ethically made?

Yes. We prioritize sustainability and ethical sourcing in our materials and manufacturing processes. You can learn more about our values [here].

Do you restock sold-out items?

Popular items are restocked frequently. You can sign up for back-in-stock notifications on the product page to be the first to know when they're available again.

How do I care for my item?

Each product includes care instructions on the label or packaging. You can also find garment care info on the product page under "Care & Materials."

Order Issue FAQs

I received the wrong item / My item arrived damaged — what do I do?

We’re so sorry! Please contact our support team within [ 7 days] of receiving your order with a photo of the issue, and we’ll make it right ASAP.

Can I cancel or change my order after placing it?

We process orders quickly, but if you reach out within 1 hour of placing your order, we may be able to cancel or update it.

My tracking shows delivered, but I haven’t received my package.

Sometimes packages are marked delivered a early. If it doesn’t arrive within 48 hours, contact us and we’ll help you out.

Order Not Confirmed / No Confirmation Email

First, check your spam or promotions folder. If it’s not there, it’s possible the email was entered incorrectly. Contact our team and we’ll confirm the order for you.

Incorrect Shipping Address Entered

If your order hasn’t shipped yet, we’ll do our best to update the address. If it’s already on the way, we recommend contacting the carrier directly. Unfortunately, we can’t reroute packages after dispatch.

Package Lost in Transit

If your package hasn’t moved in over 7 business days, contact us and we’ll investigate with the carrier. If confirmed lost, we’ll send a replacement or issue a refund.

Refund Not Received

Refunds can take 5–15 business days to appear depending on your bank. If it’s been longer, please contact us and we’ll double-check everything on our end.

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Chat With Us

Feel free to reach out to us at support@greyforge.co