Your Grana Box

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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returns

These things happen. We know this, so we’re here to make things as smooth as possible.

Africa, Middle East, and India

Country Refund Process Refund Period Refund Fee
Bahrain 14 working days 30 days US$10
Egypt 14 working days 30 days US$10
India 14 working days 30 days ₹650
Israel 14 working days 30 days US$10
Jordan 14 working days 30 days US$10
Kuwait 14 working days 30 days US$10
Oman 14 working days 30 days US$10
Qatar 14 working days 30 days US$10
Saudi Arabia 14 working days 30 days SAR35
UAE 14 working days 30 days AED35

Asia Pacific

Country Refund Process Refund Period Refund Fee
Australia 14 working days 30 days AU$10
Brunei 14 working days 30 days US$10
Cambodia 14 working days 30 days US$10
Hong Kong 14 working days 30 days Free
Indonesia 14 working days 30 days IDR130000
Japan 14 working days 30 days ¥1100
Lao 14 working days 30 days US$10
Macau 14 working days 30 days HK$20
Malaysia 14 working days 30 days MYR45
New Zealand 14 working days 30 days NZ$10
Philippines 14 working days 30 days US$10
Singapore 14 working days 30 days SG$10
South Korea 14 working days 30 days ₩11000
Taiwan 14 working days 30 days NT$300
Thailand 14 working days 30 days THB350
Vietnam 14 working days 30 days US$10

Europe

Country Refund Process Refund Period Refund Fee
Andorra 14 working days 30 days €10
Austria 14 working days 30 days €10
Belgium 14 working days 30 days €10
Bulgaria 14 working days 30 days €10
Croatia 14 working days 30 days €10
Cyprus 14 working days 30 days €10
Czech Republic 14 working days 30 days €10
Denmark 14 working days 30 days DKK75
Estonia 14 working days 30 days €10
Finland 14 working days 30 days €10
France 14 working days 30 days €10
Germany 14 working days 30 days €10
Gibraltar 14 working days 30 days €10
Greece 14 working days 30 days €10
Guernsey 14 working days 30 days €10
Hungary 14 working days 30 days €10
Ireland 14 working days 30 days €10
Italy 14 working days 30 days €10
Jersey 14 working days 30 days €10
Latvia 14 working days 30 days €10
Liechtenstein 14 working days 30 days €10
Lithuania 14 working days 30 days €10
Luxembourg 14 working days 30 days €10
Malta 14 working days 30 days €10
Monaco 14 working days 30 days €10
Netherlands 14 working days 30 days €10
Norway 14 working days 30 days €10
Poland 14 working days 30 days €10
Portugal 14 working days 30 days €10
Romania 14 working days 30 days €10
San Marino 14 working days 30 days €10
Slovakia 14 working days 30 days €10
Slovenia 14 working days 30 days €10
Spain 14 working days 30 days €10
Sweden 14 working days 30 days SEK100
Switzerland 14 working days 30 days CHF10
Turkey 14 working days 30 days €10
United Kingdom 14 working days 30 days £10
Vatican City 14 working days 30 days €10

North America

Country Refund Process Refund Period Refund Fee
Canada 14 working days 30 days CA$10
United States 14 working days 30 days Free

how to return

Country How To Return Refund Fee
USA 1. Fill out returns sheet from inside your Grana box.
2. Stick on your pre-paid USPS label on the return package.
3. Drop the package at your nearest USPS location.
4. Kindly wait for our Cheetahs' email for the result.
See above
Hong Kong 1. Fill out returns sheet from inside your Grana box.
2. Stick on your pre-paid label on the return package.
3. Drop your package at a Fitting Room or any authorized 7-Eleven.
4. Kindly wait for our Cheetahs' email for the result.
Free
Rest of World 1. Login to your account and create a return request.
2. Our Cheetahs will contact you with a return label after which you
can arrange a collection.
See above

questions?

  • Can I combine different orders for return in one box?

    Absolutely. We will only charge you ONCE for the return fee (if applicable). Please include both packing slips in the same box so that we know which orders you would like to return.

  • How long does it take to process a return?

    Returns typically take around 7 business days to be processed, and credit card refunds take up to 5 business days to appear on your statement.

  • 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:

    i) Your order number
    ii) What’s wrong? Let us know what the problem is
    iii) Pictures of the item(s)

  • What is the expiry date of store credit?

    There is no expiry date. You can use it any time.

  • Can I exchange an item?

    To exchange, follow the same steps as you would a return, but just note that you’d like to make an exchange. Once the items are returned to us and processed, we’ll credit your account so that you can make a new purchase.

  • Can I return underwear, swimwear, or lingerie?

    Yes, but please note that we will only accept items that are unworn, unwashed, and otherwise unused with the original packing materials. This is for obvious hygiene reasons.

  • Can I return sale items?

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

  • How long do I have to return an item?

    We ask you make sure the item(s) have not been worn, washed or damaged, and that you send them back in their original packaging within 30 days of purchase.

  • Why do I have to pay for return?

    Our aim is to allow free returns for all our customers. However, we need to build in efficiencies to allow this to be cost effective and keep our prices low, at just a 2-3X markup. In some regions we’ve been able to achieve this. Unfortunately, this isn’t the case everywhere and this is the reason for the small additional fee.