My order

My product is broken, what do I do?

My product is broken, what do I do?

Contact our customer support as soon as possible. Let them know what has occurred, and if possible, provide a picture of the products that you received in your order, and of the packaging that the order arrived in. Our customer support can then assist you as swiftly as possible. 

You can either contact our customer support at: https://grimfrost.com/pages/contact-us or at support@grimfrost.com

What do I do if I receive an incorrect item/an item is missing from my order?

What do I do if I receive an incorrect item/an item is missing from my order?

No matter how meticulously we work, there is always a small risk of mistakes occurring every once in a while, either due to human error or technical difficulties.

If you happen to receive an incorrect item in an order, or if an item is missing from the package, here is our guide for how to proceed:

Contact our customer support. Let them know what has occurred, and if possible, provide a picture of the items that you received in your order, and of the packaging that the order arrived in. Our customer support can then assist you as swiftly as possible.

I need my order for a special event/occasion, can you rush my order?

I need my order for a special event/occasion, can you rush my order?

It may take upwards of 5 business days for an order to get dispatched from our warehouse.
However, in case an order is needed for a special occasion and if the customer lets us know what that is, and the order number, then it may be possible for us in some instances to ask our warehouse to prioritize sending an order out. 

This is not generally something that we are able to do though, and there is no guarantee that we will be able to prioritize a specific order.
We would strongly advise you to place your order in good time in case there are any unexpected delays. 

Can I change the billing address of an order?

Can I change the billing address of an order?

No, it is not possible for the customer, or for us, to alter the billing address of an order that has already been placed. 
If you need the billing address to be altered for business reasons, for example, then we would need to cancel the order so that you can place a new one with the listed billing address that you want.


 

Can I edit my order?

Can I edit my order?

Once an order has been placed it is not possible for the customer to make any changes to an order.

If an error occurred when placing your order, contact our customer support for further assistance at: https://grimfrost.com/pages/contact-us or at support@grimfrost.com

Make sure to include your order number so that we can assist you as swiftly as possible.

How can I remove an Item from my Order?

How can I remove an Item from my Order?

Please either contact our customer support at: https://grimfrost.com/pages/contact-us or at support@grimfrost.com

Make sure to include your order number so that we can assist you as swiftly as possible.
 

How do I cancel my order?

How do I cancel my order?

Please either contact our customer support at: https://grimfrost.com/pages/contact-us or at support@grimfrost.com
Make sure to include your order number so that we can assist you as swiftly as possible.

If an order has already been sent then it is no longer possible to cancel the order. 

When we have canceled an order that has not yet been sent we will naturally issue a full refund for the order.
It may take up to 5 business days until the money is available at your bank account depending on which bank you have.