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Duties & Taxes

Do I have to pay duties & taxes on my order?

Our parcels are sent from our Hong Kong warehouse. Any customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees and taxes as your order passes through customs. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Grana is not responsible for any customs and import duty charges.

For more details, visit our shipping page.

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thanksgiving sale / 20% off everything

How can we help?

We're here to answer any questions you may have.
Unless they're really hard, like, what's the capital of Swaziland. Sorry, we've no idea.

For all media enquirers please contact press@grana.com

Contact Us

Fill in the form and fire it over or check out our FAQ below.

Why are your prices so low?

We cut out the middlemen and ship directly to you from our centralised warehouse in Hong Kong. This means we don’t have to charge you the traditional 6-8X markup other retailers rely on, and it means you get to enjoy the best quality at the best price.

What is your return & exchange policies?

Please refer to our returns page for more details.

What are the shipping costs?

Please refer to our shipping page for more details.

Do I have to pay duties & taxes on my order?

Please refer to our shipping page for more details.

How does your referral program work?

Once you sign up for an account at grana.com, you will be able to start sending your unique referral link to your friends via email/Facebook/Twitter.

When your friend signs up for an account via the link, they will receive a 10% discount on their first order. The discount will be applied to full priced items only and with a minimum spend of US$20.

Once your friend's order has been successfully placed, we will review the transaction for any unusual activities. It will be subject to approval.

Once we approve the transaction and the order has been dispatched, we will credit you the US$20 into your account.

What is The Fitting Room?

The Fitting Room is Grana’s first permanent physical space. Here you can come and try our collection, buy on the in-store computers and have your order delivered direct to your doorstep. You can also collect your order from The Fitting Room. For the address of The Fitting Room, click here.

Can I take products directly home from The Fitting Room or your popup shops?

The Fitting Room and our other popups are showroom spaces for you to visit and understand more about our quality and sizing. We are unable to keep stock on hand for you to take directly from these showrooms. All of our inventory is maintained in our Hong Kong warehouse, and any order you place from The Fitting Room or another popup will be shipped directly from our warehouse to a designated address.

You really don’t know the capital of Swaziland?

Honestly. We'll google it now.

Why are your prices so low?

We cut out the middlemen and ship directly to you from our centralised warehouse in Hong Kong. This means we don’t have to charge you the traditional 6-8X markup other retailers rely on, and it means you get to enjoy the best quality at the best price.

What is your policy around corporate social responsibility?

We think it is important that brands take responsibility for the entire manufacturing process. At Grana, we are involved at every step of our supply chain from selecting our fabric mills to finding the right manufacturer. This allows us to have a greater degree of control and ensures all ethical standards are being upheld. We make sure all the fabric mills and garment makers we work with have the proper environmental practices in place and safe worker conditions. We are pretty hands-on, and visit all our factories in person. We are proud to be able to say confidently that we know where our fabrics come from.

What about the environment? Are you doing anything to show the earth a little love?'

We strive to create high quality, lasting products, that positively impact on the planet and the people we work with. Since our launch in 2014, we have continually questioned the status quo of the industry. We do this by working with compliant and proactive partners, and by dealing directly with our factories. This visibility means that social and environmental practices are at the heart of what we do.

I want to work at Grana, where can I apply?

Have a look at our jobs section for the latest vacancies at Grana.

What if my ordered item is out of stock?

We work extremely hard to keep our stock levels accurate, but in the unlikely event that an item is out of stock we will do everything to assist you in choosing a different item of the same price. Alternatively, we will fast-track a refund on the out of stock item.

How often will you restock an item?

We try to restock as often as we can to avoid disappointment. This guide indicates how we approach restocking various styles:

  • Timeless essentials – restocked at least every 2-3 months
  • Seasonal colours – available in limited quantities without restock

How does your sizing work?

We align our fit models and sizing to the ASTM international sizing guidelines and take every effort to keep our sizing true and consistent. We want you to be able to wear the same size across all garment types. This being said, there will be occasional variations in the fit of some products depending on the design intent and fabric.

We will usually indicate this in the product description, but if you have a specific question, contact us with your measurements and we can advise on the most appropriate size for you.

How can I find the size charts?

Simply click "find your size" on the product page and you'll see our size conversion charts, measurement tips and product measurements.

How do your size charts work?

  • Body measurements - These body measurements are from the ASTM size chart that we align and fit our products to. This is the first step for deciding which size to buy by determining the measurements that are closest to your own body size.
  • International size conversion – We have customers all around the world we want to give them the most accurate conversions for their market. We've taken great care to ensure that these are as accurate as possible.
  • Product Measurements – The purpose of having these is so that you can get a better idea on how the garment fits on the body (e.g. How long will it be on me? Should I size down? etc.)

Please do note that not all styles have the new size charts. We are working to update and align our size charts for all products on our website.

How do I care for my items?

We strongly recommend following the washing instruction on the care label before washing your clothes.

Avoid wringing your clothes too much and always wash at a low temperature with similar colors if you are unsure.

Washing your clothes inside out keeps the colours bright and reduces the chances of snagging or pilling.

How do I care for my silk?

Silk is a fine, delicate material, which makes it one of the most comfortable and easy to wear fabrics around. We recommend dry-cleaning only as the best way to extend the life of your silk.

For more information, check out our blog post for tips on silk care.

Can I hand wash my silk?

Yes you may. However, there are many factors to consider as silk is a delicate material. It does require extra attention and that's why dry cleaning is the preferred and recommended method.

Can I amend/cancel my order after the order is placed?

If you have just made an order, please send cheetahs an email (cheetahs@grana.com) as soon as possible and we’ll try to modify your order.

If more than 3 hours since your purchase, it is likely that your order could have already been sent out. In this case, we can assist you to do a return.

You can reach us at +852 5808 4320 or email us at cheetahs@grana.com

What do I do if I receive an item that is defective or not what I ordered?

We try our best to ensure our products are of a high quality, and that the correct items are in the box before they leave the warehouse.

However, if you happen to receive a damaged, defective or incorrect item in your order, please send an email to cheetahs@grana.com. Include the following information and we will let you know what happens next:

  1. Your order number
  2. What’s wrong? Let us know what the problem is
  3. Pictures of the item(s)

We now ship globally to over 60 countries.

If you have any question relating to your country's shipping or returns, please refer to selected pages below and choose your country from the pop down menu:

Do I have to pay duties & taxes on my order?

Please refer to our shipping page for more details.

Which payment methods do you accept?

We currently accept Visa, MasterCard, American Express and Paypal.

Is there any transaction fee?

Normally you will not be charged a transaction fee but this depends on your credit card and issuing bank as sometimes international transactions incur a charge. If you have any concerns about this, it's best to contact your bank directly.

How will I receive my refund?

You will be refunded via your original payment method.

How long before the charges/refunds appear on my statement?

It usually takes about 5-10 business days, depending on your bank.

I can’t check out. What can I do?

Sorry you’re experiencing technical issues with the website; please try the following solutions to resolve them:

  • Clear cache
  • Disable password extension (this is especially important on Mac)

Should this not resolve the issue, please send us a screenshot to cheetahs@grana.com and we will help troubleshoot the problem with you.

Why can’t I put items in the shopping cart?

This is most often because the item is out of stock the moment you tried to put it in the shopping cart. Check to see if that’s the case; if not then feel free to drop us an email at cheetahs@grana.com.

Can I return sale items?

Unfortunately we cannot accept returns of sale products for either refund or exchange.

Do you offer price adjustments?

Yes, we will make a one-time price adjustment to items purchased at full price within 30 days of purchase.

Can I use a gift voucher to shop sale items?

No, gift vouchers can only be used to purchase full priced items.

Can I apply a 10% referral code or other promo code to sale items?

No, there is no further discount applied to sale items.

Will my store credits ever expire?

Store credit does not have an expiry date.

How do I redeem my Gift Card?

At checkout, enter the unique gift card code in the promo code field. The gift card amount will be automatically deducted from the total cost of the transaction.

Can I return a Gift Card?

Unfortunately, gift cards are non-refundable. If you’d like to return a purchase that was made with your gift card, the funds will be credited into your Grana account as store credit.

What’s the difference between the electronic version and the physical version?

You can specify the exact date of delivery for the electronic gift card; it’s a simple matter of buy it now, we do the rest. For the physical version, the date of delivery will vary depending on when you buy it, and where you’re sending it. Due to system limitations, gift card orders for multiple recipients need to be placed separately.

When will my electronic gift card be sent?

If you’ve selected the send date as the current day, your gift card email will be sent within 15 minutes of your order confirmation. If you select a future date, your gift card will be sent out at the start of that day (GMT + 8).

Will my gift card expire?

Virtual gift cards will expire 366 days after they are sent. Physical gift cards will expire 366 days after purchase.

How do you guys convert from US dollars to my local currency?

Your gift card will be redeemed in your local currency according to our internal exchange rate that is regularly updated and in-line with current exchange rates.

Can I use multiple gift cards in the same transaction?

You are only able to use one gift card per transaction.

What happens if I don’t want to redeem the full amount of the gift card in a single transaction?

No worries. You’ll be able to save it and use it another time. Just make sure this is before the expiration date.

Can I use my giftcard to purchase discounted items?

Unfortunately the gift card can only be used to purchase full price items.

I’m trying to use my giftcard in conjunction with a promocode but it’s not working, what’s going on?

Gift cards cannot be used in conjunction with promo codes.

I used a gift voucher to pay for my order that I have since returned. How will I get the refund?

If you paid for the whole order with a gift card, we will credit your Grana account with store credit.

If you paid with a combination of debit/credit card and gift voucher, we will refund anything you paid to your original payment method, and then the remaining amount will be credited to your Grana account.

Free vouchers (e.g. marketing giveaways) can only be applied once and are not refundable."

Any other questions?

Give us a shout at cheetahs@grana.com and we will make sure we get the answers you need.

How does your referral program work?

Once you sign up for an account at grana.com, you will be able to start sending your unique referral link to your friends via email/Facebook/Twitter.

When your friend signs up for an account via the link, they will receive a 10% discount on their first order. The discount will be applied to full priced items only and with a minimum spend of US$20.

Once your friend's order has been successfully placed, we will review the transaction for any unusual activities. It will be subject to approval.

Once we approve the transaction and the order has been dispatched, we will credit you the US$20 into your account.

Are there any restrictions to the referral program?

We want you to share your Grana experience with as many people as possible. However, the friends you refer need to be new customers.

The Referred Customer must have a different name, email address, billing and shipping information (including but not limited to address, phone numbers, payment method) from the Referrer.

Your friend must sign up via the unique link you provide and spend a minimum of US$20 (full price items only) on their first purchase to qualify for the 10% credit.

Grana will review all referrals and will refund any orders that violate these terms and conditions.

Grana may suspend or terminate the Referral Program or a user’s ability to participate in the Referral Program at any time, for any reason.

Any unclaimed referral rewards will be forfeited at that time.

How do I use the 10% referral discount?

Once you have signed up via the referral link, the 10% discount will be automatically applied upon checkout. Kindly note that the referral discount won't be applicable for purchasing gift cards or sale items. If you do not use the discount on your first purchase, it will not be available for the second purchase.

Does my 10% off order made after creating my account need approval?

Yes, it may take 1 - 2 working days to process. You will receive an email when it is approved, until then, your order will be on hold.

How do I use the referral credit?

You can apply your credit upon checkout, by clicking on 'Use Credit?'. Please note that you are unable to use both a promo code and redeem your referral credit at the same time.

How long does it take to receive the referral credit?

It will take around 2-3 working days. After your friend's purchase is approved, the referral credits will automatically be added to your account.

What is The Fitting Room?

The Fitting Room is Grana’s first permanent physical space. Here you can come and try our collection, buy on the in-store computers and have your order delivered direct to your doorstep. You can also collect your order from The Fitting Room.

Can I take products directly home from The Fitting Room or your popup shops?

The Fitting Room and our other popups are showroom spaces for you to visit and understand more about our quality and sizing. We are unable to keep stock on hand for you to take directly from these showrooms. All of our inventory is maintained in our Hong Kong warehouse, and any order you place from The Fitting Room or another popup will be shipped directly from our warehouse to a designated address.

Can I pick up my order at The Fitting Room?

Yes, you can collect your order simply by clicking "collect" and then select the location where you wish to pick up the order from.

Please note that this function is currently only available on the desktop site.

Do you offer same-day pick up?

Yes, Hong Kong weekday orders made before 4pm HKT will be available for collection on the same day. Orders placed after 4pm HKT can be collected on the next business day. Orders placed on Saturday before 5pm will be available for collection after 7:30pm or the next business day (Monday) if placed after 5pm HKT.

How do I know my order is ready to pick up?

Once the order arrives at The Fitting Room, we will send you an email to let you know your Grana box is ready and waiting!

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