Gryphline Store Aftersales Policy

 

1. Change Delivery Address:

Your delivery address can only be changed once (1) and must be modified before the tracking number appears in the Shopify system. Any such modification must be requested and completed prior to the appearance of the tracking number within the Shopify system. In the event that you seek to change your shipping address, you shall promptly contact our customer service and we will make reasonable effort to facilitate your address change request.

You are responsible for providing us with accurate shipping details at the point of check out. Please ensure the completeness and accuracy of your intended delivery address. This includes ensuring accuracy of the following details: street number, street name, city, state/province, postal code, and workplace or apartment number. Please note that only changes to a delivery address in the same country are permitted due to differences in shipping fees and taxes between countries.

 

2. Change Item(s):

We are unable to process any changes to item(s) that have been ordered. If you wish to change the products you have ordered, please request cancellation of the order before the shipping status changes. For products with limited available quantities or which may only be available for a selected period please note that once cancelled, you may not be able to reorder. Hence, we recommend that you carefully review the order details before requesting any cancellation to avoid the risk that of your order not being fulfilled.

 

3. Cancellations:

We are only able to cancel orders that have yet to be shipped.To cancel your order, please email us at the specified contact details below with your full name and order number.

 

4. After-sales Process:

If you receive a product that is damaged, defective, missing or incorrect and meets the following conditions, please report the problem within 30 days of receiving the item(s), after which the item will be deemed accepted by you. Please refer to the following instructions on how to initiate the after-sales service process:

  • Step 1. Check your order details:
To obtain your order details, please log in to the account you used to make your purchase on our website and check your order history. Alternatively, your order details can be obtained from the confirmation email sent to your email address at the point of purchase. 
  • Step 2. Send us your after-sale request by email:
Please send us an email to our contact details specified below with your full name, order number and reason for the after-sale service request. Please include clear photos and/or videos (of reasonable quality and length) of the damaged, defective, missing or incorrect item(s) with the shipping label in the same frame. Please also provide clear photos and/or video showing how the item was packaged. We endeavour to contact you as soon as possible and will do our best to identify a suitable solution.

 

5. Return Process:

If you wish to return your item(s), please return your original item(s) within 15 days of receiving your item, after which the item will be deemed accepted by you. Please refer to the following instructions on how to initiate the return process:
  • Step 1. Check your order details:
To obtain your order details, please log in to the account you used to make your purchase on our website and check your order history. Alternatively, your order details can be obtained from the confirmation email sent to your email address at the point of purchase.  
  • Step 2. Send us your return request via email:
Please send us an email to our contact details specified below with your full name, order number, return request, and purchase receipt and/or proof of purchase. We will contact you as soon as we receive your request. Upon verification, our customer service will give you an address and return guidelines that you can use to ship the item back to us.
  • Step 3. Sending the return package:
After you have shipped your package in accordance with our return guidelines, please email our customer service at the contact details specified below to inform us of the return package tracking number. Once your return arrives at our warehouse, it will take us 5 to 10 business days to process your return. We will inspect your package to see if it is eligible for return and contact you via email. Please note that you are responsible for the return, including shipping costs, taxes, damage to the item or loss of the package, and any other expenses incurred in connection with the return.
  • Step 4. Refund:
Once your return has passed inspection, we will process your refund of the purchase price of the item. Please note that shipping costs are non-refundable and will be deducted from your refund. The refund amount will be credited back to your original payment method after a certain number of days.
Except for items returned due to being damaged or defective, the following conditions apply to all returns:
  • All item packaging must be intact;
  • All accessories (if any) must be returned in original condition with seals intact;
  • All item(s) must not be damaged, tampered with, or otherwise altered after delivery;
  • For hygiene purposes, clothing, plushies and similar items are not returnable if they have been opened or removed from their original packages;
  • All item(s) must be returned undamaged, unwashed and with all original tags attached;
  • Any item(s) received in less than new condition will not be approved for a return.
 

6. Definitions:

Any capitalised term not defined herein shall have the meaning ascribed to them in our Website Terms and Conditions.

 

7. Contacting Us:

If you want to contact us with specific queries, requests or concerns in relation to this Aftersales Policy, please contact us at [cs.store@gryphline.com].