WELCOME TO GREEN OF GREY!

FAQs

GENERAL QUESTIONS 

 

How do I contact Costumer Services?

You can contact us in one of the following ways: 

  • General Info Email: info@greenofgrey.com 
  • Orders Email : orders@greeofgrey.com 
  • Via our contact form you'll find on contact us page 
  • Via contact contact button you'll find bellow product information. 

If your question is regarding a existing order, please include your order number. 


How do I use this website?

The Green of Grey website has been designed with you in mind. Browse by category/subcategory or use the search box to look for specific products. You can also filter products by color, size, price, or newest items. 

Once you have found the item, choose the correct color and/or size from the options available, add it to your shopping cart and proceed to checkout when you are ready to purchase. Shipping price will be show after you input your personal information and address. 

It's not necessary to create an account for shopping, but if you do, you'll be able to manage it online and check the progress of your order(s) from the "My Account" section. 


Is it safe to shop online at greenofgrey.com?

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).



How do I sign up for your newsletter?

If you want to be kept informed of seasonal launches, special collections & collaborations, sale information and more, you will need to sign up to our newsletter. 

You can sign up using the sign up popup, the opt in area on footer, or the newsletter tab on our Facebook Page. 

Once you sign up, you will be redirected to a confirmation page, then check your email and confirm your subscription.  


I have signed up to your newsletter, but don't seem to be receiving it

The most common reason for this is your email software is sending mails from Green of Grey to your junk/spam folder.

Please add info@greenofgrey.com' to your email address book to stop this happening in the future. If this has already been done, and you are still not receiving our mailers, double check the email address you signed up with is your current address.

Log into my account (try your current address or an old address), or contact us, we will do our best to help you.

 

Do you have a size guide/conversion charts?

Yes, we have separate size guides for women with measurements in centimetres and inches as well as conversion chart.

 

How to get my body measurements?


When taking these measurements, use a cloth tape measure, not a metal one. Make sure that, when you circle your chest, waist, or hips, the tape is level and neither too tight nor too loose. Also measure yourself on your bare skin, not over clothes. And this may sound silly, but don’t trust your memory — be sure to write the measurements down!

• Chest: Measure the circumference of your chest. Place one end of the tape measure at the fullest part of your bust; wrap it around (under your armpits, around your shoulder blades, and back to the front) to get the measurement. Your arms down.

• Waist: Measure the circumference of your waist. Use the tape to circle your waist (sort of like a belt would) at your natural waistline, which is located above your belly button and below your rib cage. (If you bend to the side, the crease that forms is your natural waistline.) Don’t suck in your stomach, or you’ll get a false measurement. If you generally wear your clothes below your waist, take that measurement as well.

• Hips: Measure the circumference of your hips. Start at one hip and wrap the tape measure around your rear, around the other hip, and back to where you started. Make sure the tape is over the largest part of your buttocks. Because making sure the tape is level back there can be hard, try to do it in front of a mirror.

• Inseam: This is the distance from the uppermost inner part of your thigh to the bottom of your ankle. You can measure your inseam in two ways.
With help: While you’re wearing a pair of pants, have a friend stretch the tape from your crotch to the bottom of your ankle.

Without help: If you have a pair of pants that fit you perfectly (and they shouldn’t be too loose around the waist), measure the inseam of the pants, again from the crotch to the hem.


ORDERING AND DELIVERY

 

Do I need to create an account to shop with you?

It’s not necessary to create an account to buy in our shop. But if you do, you will be able to view and track your orders, store multiple shipping addresses, manage your newsletter subscription & wish list, and update your account information.


How do I place an order online?

Placing an order on our website is easy. Once you've found what you're looking for, choose the correct size and/or colour (where relevant) from the options available and click 'add to cart' – your item will be added to the mini bag (found in the top right corner of the page). When you are ready to complete your order, click 'view cart' or 'checkout' within the mini bag to continue to checkout. 
Checkout is where you pay for your item(s).


How do I know my order has been submitted successfully?

You will receive an order number, which is shown on the order confirmation screen. You should also receive a confirmation email. If you don't receive this email, first check your junk/spam folder before contacting us.


How do I pay for my order?

Once you access to the checkout page, you would be able to choose your payment method.

We accept Visa, MasterCard, Visa Debit, Solo, Maestro, American Express (AMEX), Visa Electron and PayPal. 



Am I charged for the items as soon as I order them?

Yes, as soon as your card is authorised and the order completes, your card will be charged. 



Do you ship internationally? How much will it cost?

Yes, we do! When you place an order at our store and enter your address, you'll see the international shipping cost calculated for you.
The costs will vary by package weight and delivery destination. If you want to have a quick idea about shipping fees click here.


Can I cancel or change my order once it's been placed?

Unfortunately we are unable to change or amend any orders once they have been placed.
We can cancel your order, providing it hasn't been despatched from our warehouse. Please contact us. We will do our best to stop your parcel. If your item(s) has already been despatched, simply send it back to us by following our return procedure.


If I put something in my bag, is it reserved?

No, if something is added to your bag it is not reserved. Another customer can purchase the item if you do not purchase it. 



Something I just ordered at full price is now on sale! Can I get the sale price?

We'll issue you the price difference in store credit, as long as your order was placed within 7 days of the item(s) going on sale and you purchased the item(s) at the original price. We cannot offer further markdowns on sale merchandise.


My payment has been declined

Firstly, please check that the card details you entered are correct and the billing address matches up exactly with the information held by your card issuer. If the problem still occurs then please try another card. If you are still experiencing a problem after trying both of these options, then please contact us.


How do I know when my order has been shipped?

When your order is despatched from our workshop, you will receive an order tracking email, which details how you can track your parcel. Alternatively log in to 'My Account', where the status of your order will say 'complete' instead of 'processing'. Click on 'View Order' against this order to find you’re tracking number, which you can then use to track your parcel.

If you don't have an account, go to track your order  on the footer menu , add your tracking number on the box, click track, and then you'll be able to see your order status. 

 

Oh, no! An item I love is out of stock! What can I do?

Sign up for a notification - it's an easy way to find out when sold out items have been restocked. If that dress you've fallen in love with is sold out, just sign up for an email restock notification. That way, whenever the item comes back, you'll be the first person to find out!


What is a pre-order?

A pre-order is an order placed for an item, which is not in stock. Once you have placed your order the garments you have bought will be made for you. Per-orders can take between 3 to 15 days before shipping.
At times stock can run quite low as Green of Grey designs are not mass produced and some of our dresses are made one by one.


How long will I have to wait for my order to arrive?

Once your order is shipped, your transit time will be 2-4 working days within Spain,
5-7 working days within Europe and 10-14 working days for all other parts of the world


Will I be charged import duty?

We ship to all countries outside of the EU on a DDU basis (Delivery Duty Unpaid). This means that you are liable for any local sales taxes or import duties, which may be charged, on your item(s).

We have no control over these charges and cannot confirm how much the charges may be. You are also responsible for providing any information required by customs to ensure the goods are cleared. Occasionally goods may be subject to delays, due to customs or weather.

Green of Grey cannot be held responsible should local customs authorities wish to confiscate any items or charge any import duty. As the customer, you are responsible for paying the duty.

Customs policies vary widely from country to country so we recommend you contact your local customs office for more information.


What do I do if my order hasn't been delivered after the specified time?

Late deliveries could be due to a number of reasons. In the first instance please Log in to 'My Account', click on 'View Order', and then use your tracking number to track your parcel. If you don't have an account,  go to track your order  page, add your tacking number on the box you'll find bellow, click track, and then you'll be able to see your order status. 

The tracking information will state if there is an issue with your order. If it has left our warehouse, and you feel it's 'severely overdue' please contact us, quoting your order number, and we will investigate further. 



Can I send my parcel to a different address?

Yes, you have the option when ordering to choose a different delivery address to your billing address. After entering your billing address during step 1 of the checkout process, choose 'ship to different address'. Then continue to step 2, entering in your shipping/delivery information.

 

My delivery is missing an item

Please contact us, stating the style/colour that is missing, your full name, contact details and order number, so that we can look into this urgently. 


 

I have received a faulty item

We want all our customers to be completely satisfied with their goods, so if you believe there is a fault with an item you have received, please contact us, stating the style/colour of the faulty item, your full name, contact details and order number, so that we can look into this immediately and get an alternative sorted out for you.


I have received an incorrect item in my order

If you have received an incorrect item in your order, please contact us as soon as possible


Can I use more than one coupon on my order?

No, sorry! Our system only accepts the last coupon entered. Coupon codes cannot be combined.

 

RETURNS & EXCHANGES

What is your returns policy?

If you are not 100% satisfied with your goods please return them for a refund OR exchange within 20 days of date of delivery. The date of delivery will be taken as the date given on your tracking reference.

If 20 days have gone by since we deliver your purchase, unfortunately we can’t offer you a refund or exchange.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
The goods must be returned unused and in the same condition as received it. It must also be in the original packaging.

Green of Grey reserves the rights to refuse a refund or exchange if the goods returned are deemed to have been damaged, worn or tampered with. This does not affect your statutory rights.

We will refund you what you paid for the goods but not the delivery charge.
You will be responsible for paying for your own shipping costs for returning your item.
If you are returning an item because of an error on our part or because it is faulty, we will be happy to refund your costs incurred in sending it back.
To complete your return, we require a receipt or proof of purchase.



How can I exchange an item?

Absolutely! If you need an exchange, send us an email at orders@greenofgrey.com telling us the replacement item you want.

If your replacement item is not available, we will tell you if we are able to make it.
If you want us to keep for you a replacement item we recommend you send us a proof of shipping of the returned item. This can save the bothersome issue of us selling out of your item by the time your returned item has reached us.

Along with the item you wish to return for an exchange, please enclose the returns & exchanges note inside your parcel. State clearly that you would like an exchange, give the reason for the exchange and detail the item you would like to receive in exchange for the item purchased. We are only able to exchange an item for the same style in a different colour/size.Once we receive your return we will get in contact with you and process your request.

To know how to ship a return click here.


Can I get a refund from an item I’ve purchased on sale?

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


How do I ship a return?

Green of Grey does not cover the cost of international returns by post. Please return your items via the Post Office, not a courier service as your parcel could become stuck in customs and you will be responsible for any fees incurred.

Clearly mark on the returns & exchanges note included with your order which items you are returning; the reason for returning them and whether you would like an exchange or refund.

We are only able to exchange an item for the same style in a different colour/size. Please ensure this form is enclosed inside your parcel before sending. For your protection we advise that you use a recorded delivery service and obtain a 'Proof of Posting Certificate'.

We cannot accept liability for goods that get lost or damaged in transit back to us.

The address to return items to is:
Green of Grey
Carrer del Farell 6, 3º1ª
08014 Barcelona
Spain

PLEASE NOTE: Items being returned from outside the European Union must be CLEARLY MARKED on the custom form & outside of the package: “EXCHANGES” or “REFUND”.


Do I have to pay for returns?

Customers are responsible for any costs in returning items back to us. However, if you are returning an item because of an error on our part or because it is faulty, we will be happy to refund your costs incurred in sending it back.


How do I know you have received my returned goods?

We will email to notify you as soon as your return has been processed.
In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, or up to 21 days if posting from outside the EU, please contact us, we will look into this as a matter of urgency.


Why wasn't I refunded the delivery charge when my return was processed?

We will refund you what you paid for the goods but not the delivery charge (if applicable), except in cases where the order was cancelled under the Distance Selling Regulations, or if the entire order was faulty. 



I have been refunded the incorrect amount

We are very sorry if we have made a mistake with your refund. Please contact us who will try to get this resolved as soon as possible.
Please remember that the delivery charge (if applicable) will only be refunded if the order was cancelled under the Distance Selling Regulations, or if the entire order was faulty.


What happens if I return an item that I bought on sale or used a promo code on?

Coupons and discount codes are allocated across all applicable items. If you applied a coupon or discount code on the order you're returning, OR if you are returning an item purchased on sale, you'll be refunded the amount that you paid after the applied discount.


How long will it take for my returned funds to show in my account?

Once we receive your parcel we will action any refund due within 48 hours and you will receive a refund confirmation email.

Please allow an additional 2-5 days for the credit to post to your account, as each bank's processing times varies. Please note that we do not have any control over this part of the process.

We are not liable for, and cannot take any responsibility for, any bank charges that you may incur during the refund process.


Still not sure, or need to know more? Contact us. We're here to give you a hand!


 

 

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