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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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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?

By cutting out a lot of middlemen in the process and shipping everything directly from our warehouse in Hong Kong, we don’t have to charge you the traditional markups that are prevalent in the fashion industry. The biggest winner of this is you, so you don’t have to overpay for quality anymore!

How do I know what size I am?

Our styles fit true to size but are cut on the slimmer side. We provide detailed sizing charts on each product page. We want to make sure you get the right fit so if you have a question about the fit of a particular product, contact us.

with your measurements and tell us how you like your clothes to fit and we try to help you pick the right size .

How do I return my products?

You can apply for a return by logging into your account and select the order you would like to return. Once you have submitted your return, our Cheetahs will be in touch with you to help you with sending the products back.

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

We want to make concerns about duties and taxes a thing of the past and we’ve worked hard to make this a reality. For the most part, duties and taxes are accommodated in the cost of your order. However, the following countries will need to settle duties and taxes as per the individual customs regulations.

  • Bahrain
  • Brunei
  • Cambodia
  • Egypt
  • Israel
  • Jordan
  • Kuwait
  • Laos
  • Oman
  • Philippines
  • Qatar
  • Saudi Arabia
  • United Arab Emirates
  • Vietnam

What are the shipping costs?

Please refer to our shipping page for more details.

Which payment methods do you accept?

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

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 this link, they will be awarded with a 10% credit which they can use on their first purchase of over US$20.Once your friend's purchase is successful, we will then review the transaction for any unusual activities and credit US$20 into your account.

What is The Fitting Room?

The Fitting Room is Grana’s first-ever permanent physical space where you can come and try on our entire range, buy on the in-store computers and get delivery direct to your doorstep or collect from The Fitting Room. For the address of The Fitting Room, click here.

Where are your popup shops?

Throughout the year, Grana has several popup shops around the world. For the latest overview of our popup shops, click here.

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

The Fitting Room and our popup shops are there to show you our full collection and to know more about our quality and sizing. All our inventory is stored in our warehouse in Hong Kong, and any order you place from The Fitting Room or our popup shop will be shipped directly from our warehouse.

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.

You really don’t know the capital of Swaziland?

Honestly. We'll google it now.

Why are your prices so low?

By cutting out a lot of middlemen in the process and shipping everything directly from our warehouse in Hong Kong, we don’t have to charge you the traditional markups that are prevalent in the fashion industry. The biggest winner of this is you, so you don’t have to overpay for quality anymore!

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. Didn’t find the right job for you but still want to join the Grana family? Send an email with your CV to jobs@grana.com and let’s talk!

Payment

If you have any question relating to shipping or returns, please see:

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

We want to make concerns about duties and taxes a thing of the past and we’ve worked hard to make this a reality. For the most part, duties and taxes are accommodated in the cost of your order. However, the following countries will need to settle duties and taxes as per the individual customs regulations.

  • Bahrain
  • Brunei
  • Cambodia
  • Egypt
  • Israel
  • Jordan
  • Kuwait
  • Laos
  • Oman
  • Philippines
  • Qatar
  • Saudi Arabia
  • United Arab Emirates
  • Vietnam

How long does shipping take to my country? 

Please refer to our shipping page for more details.

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.

I can’t choose ‘ pick up from the store’ on my mobile.

Sorry! This function is only currently available on the desktop site. =)

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.

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 with choosing a different item or a speedy refund.

How can I know if my desired item is back to stock?

We love to keep you updated about all our restock. Please click on the items you like, subscribe to our notification and you will be the first one to know once we restock it.

How often will you restock an item?

We try to restock as often as we can so to avoid disappointment; here’s some information you might find useful:

  • For our timeless essential: we will restock them every 2-3 months
  • For some seasonal colours: we may not carry it anymore
  • Any questions just email our cheetahs and we will do our best to help you figure it out

How do I know what size I am?

Our styles fit true to size but are cut on the slimmer side. We provide detailed sizing charts on each product page. We want to make sure you get the right fit so if you have a question about the fit of a particular product, contact us with your measurements and tell us how you like your clothes to fit and we try to help you pick the right size.

I want to change information after the order is confirmed. What should I do?

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

How do I redeem my Gift Card?

When you’re checking out, just 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?

Yes, you’ll have one year and one day to shop using your gift card. Virtual gift cards will expire 366 days after they are sent. The 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?

Unfortunately no. You are only able to 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 gift voucher to shop sale items?

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

Any other questions?

Give us a shout at cheetahs@grana.com and we’ll try our best to sort you out.

Cheetahs

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 this link, they will be awarded with a 10% credit which they can use on their first purchase of over . Once your friend's purchase is successful, we will then review the transaction for any unusual activities and credit US$20 into your account.

How long does it take to receive the referral credit?

It will take around 2-3 business days after your friend's successful purchase.

How do I use the referral credit?

You can apply your credit upon checkout, by clicking on 'Use Credit?'.

Are there any restrictions to the referral program?

We want you to share your Grana experience with as many people as possible. However, you can only refer Grana to people who are new customers.

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

Your friend must sign up via your unique link and not through other means and spend a minimum of US$20 on their first purchase to qualify for the 10% credit.

Grana will review all referrals at any time and refund any orders that have been placed through incorrect methods or violate the terms and conditions.

Please note that you are unable to use both a promocode and redeem your referral credit at the same time.

The US$20 discount won't be applicable for a giftcard purchase, and if you choose a giftcard for your first purchase, the discount will not be available for the second purchase.

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.

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

Yes, it may take up to 1 working day (excluding weekends) to process. You will receive an email when it is approved, until then, your order will be on hold.

Can I apply the 10% referral code to sale items?

No, the referral discount can only be applied to full price items. However, if your cart contains both full price and sale items, the discount will be applied to the full price items.

Will my referral discount apply next time I shop if I only purchase sale items this time?

No, I'm afraid referral discount is only applied to your first time order if your cart contains full priced items.

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