FAQs
WHAT PAYMENT METHODS ARE ACCEPTED?
We accept Mastercard, Visa, American Express, Discover, PayPal, Apple Pay, and more. We also accept installment payments via Klarna. For Klarna FAQ, please consult the Klarna site.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 6:00 PM (Eastern 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.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 orders@violetgrey.com.