Disputes and Chargebacks

At Grevelle, we are committed to providing a clear, fair, and reliable shopping experience. If you experience an issue with an order or payment, our support team is available to help resolve the matter.

Contact Us First

If you have a concern about an order, payment, delivery, return, or refund, we encourage you to Contact Us before submitting a dispute or chargeback with your bank or card provider.

Many issues can be resolved directly by our support team.

You can contact us at support@grevelle.store or through the live chat on our website.

Contacting us first does not limit any rights you may have with your payment provider.

Delayed or Missing Orders

Our normal estimated delivery time is 4–8 business days, as explained in our Shipping Policy.

If your order has not arrived within the expected timeframe or the tracking information appears to be significantly delayed, please Contact Us.

We will review the available tracking information and assist you with the appropriate next steps.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us with:

Your order number
A description of the issue
Photos of the item, where applicable

Eligible returns caused by a product defect, shipping damage, an incorrect item, or an error by GREVELLE are handled at no return shipping cost to the customer.

Please review our Returns & Refund Policy for complete return and refund terms.

Refund Issues

Approved refunds are issued according to our Returns & Refund Policy.

If an approved refund has not appeared within the stated timeframe, please contact us before opening a payment dispute so we can review the refund status.

Chargebacks

If you believe a transaction is incorrect or unauthorized, you may contact your bank or payment provider according to their procedures.

However, if the issue relates to an order placed with GREVELLE, we encourage you to contact us first so we have an opportunity to investigate and resolve the matter.

If a chargeback is opened, GREVELLE may provide the payment provider with relevant order information, such as:

Order confirmation
Shipping and tracking information
Delivery records
Customer communications
Return or refund records

This information may be used by the payment provider when reviewing the dispute.

Payment Information

Payments are handled according to our Payment Policy.

If you notice an unfamiliar or incorrect charge associated with a GREVELLE order, please Contact Us for assistance.

Live Chat Support

Our website live chat is available 24/7 through the chat icon.

You may receive an immediate response when a support assistant is available. Otherwise, our team will reply as soon as possible after reviewing your message.