FAQ

Frequently Asked Questions 

  

Can I cancel my order? 

As long as it is made within the first 24 hours of the order being placed. This can be done by contacting customer service at help@grizzlykpopime.co.uk .

  

I've cancelled my order; how long will my refund take? 

You will receive a cancellation confirmation email. After that your refund will be processed. This can take up to 10 days depending on how busy we are. 

  

Can I change the delivery address for my order? 

If you want to change the address for delivery you have to do this within 16 hours of making the purchase. If you do not you will still be liable for the cost of shipping and the product itself as you wouldn't be entitled to a refund. 

  

When will my item be sent to me after I pre-order a product? 

All pre-orders will be prioritised to be packaged and delivered first on the official release date of the product. 

 

How is my order being sent to me? 

When you have purchased a product from our store, we will send a confirmation email after you have ordered the product. Due to the fact we only offer 2nd class delivery option to help keep prices low for customers. You will receive a notification of when the product has arrived at your house alongside a notification when we have finished delivering it to the post office beforehand. 

  

I've received a faulty product, what should I do? 

We wouldn't intentionally send any damaged products to you. If products you have received have been damaged during delivery, we will ask for photos of the parcel that is not open if damage is on the outside and photos of damaged product/products. Send the photos of the damaged product through our email at help@grizzlykpopime.co.uk . If we then see it appropriate to issue a refund, we will do so in due time. By asking you to return the product back to us. We will give you a return label through email, print the return label with our return address and put all the products back in there original packaging, stick the return label on the top of the parcel and give to the nearest post office. When we receive the damaged product, we will issue you with a full refund. 

  

I'm missing an item from my order; what should I do? 

If you are missing any items send a clear picture of the parcel and clear picture of item in parcel with the order number. Email us at help@grizzlykpopime.co.uk  and we will help you.  

  

The incorrect item has been delivered to me; what should I do? 

If you have received the wrong item. Send a clear photo of the parcel and a clear photo of the item. Email us at help@grizzlykpopime.co.uk with your order number and photos, and we will help you with the return process if necessary. When we receive the return, we will refund you.  

  

  

Where is my order? 

Check your confirmation email, it'll have your release date. We will ship the order on the same day or a day before depending on the supplier. If you haven't received your item, check the estimate day you will receive the item on the email. If it's been over 12 days after the delivery date, please email us at help@grizzlykpopime.co.uk ,we will look further into this for you. If we are still not able to come to a solution within 3 working days, we would offer you a refund for your purchase. 

  

How long will my delivery take? 

UK delivery will take up to 2-4 days. We are only offering Royal Mail as delivery. Please wait 12 days before messaging us if parcel has not arrived. 

   

How do I return my order from the UK? 

If you want to return a parcel. Email us at help@grizzlykpopime.co.uk with photos of the parcel, photos of product and order number. We will give you a return label. Put all products back in its original packaging and put in its original parcel. Send it to your local post office. When we receive the returned parcel, we will give you a refund. Please note the packaging and items condition during transit are your responsibility until it reaches to us. We will be unable to refund or resend your order without a proof of postage receipt. Your refund will be processed within 14 days of the return being received at our warehouse. 

 

Can I exchange my order? 

No, we don't offer an exchange service. If you are not satisfied with an item you have received, you can return it back to us instead. To do this email us at help@grizzlykpopime.co.uk and we can help you with returning the item. 

  

How can I track my return? 

Once you have submitted your return with Royal Mail, you will receive a proof of postage receipt which will include a tracking number for your return shipment. You can track your return with the tracking number received from Royal Mail from there website.  

  

How long will it take to receive a refund for my returned order? 

It can take up to 7-20 working days for your return to be received at our warehouse. Once your return is received, it will be reviewed, processed and then be refunded within 10 days. We will keep you updated throughout the process. 

  

When is Payment taken for my order? 

If your payment is gone through for your order, we will send a confirmation email showing that you have successfully paid for the item. If the payment was not successful you will receive an email that your payment could not be processed therefore your order was not placed successfully. Within this email you will receive a direct link which will take you take you back to the basket and checkout page of the store so you can attempt to place your order again. 

   

My payment failed; what should I do? 

If your payment has been unsuccessful then you will need to place your order again as we're not able to put back an order once the payment has been declined. In the event the payment has failed then no funds should be taken but if something doesn't look right then please reach out to your payment provider for more information, you can also email us at help@grizzlykpopime.co.uk.