Shipping policy
Shipping Policy
Last updated: [DATE]
At a glance
| Processing time | 1 to 2 business days |
| Shipping cost | Free on all orders |
| Tracking | Emailed as soon as your order leaves us |
| Questions | support@grimhouse.shop |
1. Order processing
Once you place an order it takes 1 to 2 business days to pick, pack and dispatch.
Orders placed on weekends or public holidays begin processing on the next business day. During busy periods processing may take a little longer.
You will receive an order confirmation email straight away, and a separate dispatch email with tracking once your parcel is on its way.
If you have not received a dispatch email within 3 business days, please check your spam folder, then email us.
2. Delivery times
Delivery times vary depending on your location and the carrier handling your parcel.
Any delivery times shown on our website are estimates. They depend on the carrier and can be affected by weather, customs, carrier backlogs and public holidays. Estimates do not include the 1 to 2 day processing period, and we cannot guarantee delivery by any particular date.
3. Shipping costs
Shipping is free on all orders.
Any charges that apply are calculated and shown at checkout before you pay. Nothing is added afterwards.
4. Tracking your order
You will receive a tracking number by email as soon as your order is dispatched.
- Tracking can take 24 to 48 hours to show its first scan. A tracking number showing nothing yet is normal.
- You can check status any time on our Track Your Order page.
- If tracking has not updated for 7 business days, contact us and we will open an investigation with the carrier.
5. Delivery address
Please double-check your address at checkout. It is the most common cause of a delayed or lost delivery.
- If your order has not yet been dispatched, email us and we will correct the address at no charge.
- Once an order has been dispatched, the address cannot be changed.
- If a parcel is returned to us because the address was incorrect or incomplete, we will refund the order minus the return carriage cost, or reship it once the new shipping cost is paid.
- We cannot deliver to [PO boxes / APO and FPO addresses / freight forwarders].
6. Lost, delayed or damaged parcels
Delayed. If tracking shows no movement for 7 business days, contact us and we will chase the carrier. Most delayed parcels arrive within a few days.
Lost. If a carrier confirms a parcel is lost, we will send a replacement or issue a full refund, whichever you prefer.
Marked delivered but missing. Please check with neighbours and around your property first, as carriers often leave parcels in safe places. If it has not appeared within 48 hours, contact us with your order number and we will investigate with the carrier. Where a carrier confirms delivery with GPS or photo proof, we may not be able to refund, but we will always look into it with you.
Damaged in transit. Email support@grimhouse.shop within 48 hours of delivery with photographs of the item and the outer packaging. We will send a replacement or issue a full refund at no cost to you. See our [Returns & Refunds Policy] for full details.
7. Split shipments
Larger orders may arrive in more than one parcel, sometimes on different days. If that happens you will receive separate tracking for each parcel. This is normal and does not mean anything is missing.
8. International orders, duties and taxes
For deliveries outside [the United States]:
- Import duties, customs charges and local taxes are your responsibility. These are set and collected by your local customs authority, not by us, and are not included in the price you pay at checkout.
- Customs clearance can add time to delivery, and we have no control over how long it takes.
- If a parcel is refused at customs or abandoned and returned to us, we will refund the order minus shipping and any charges we incur.
9. Payment
We accept Visa, Mastercard, Maestro, American Express and [PAYPAL / SHOP PAY / OTHERS].
All payments are processed over an SSL-encrypted connection through PCI-compliant payment providers. We never see or store your full card details.
Payment is taken at the time you place your order.
10. How to place an order
- Add the products you want to your cart, and check the variant, design and quantity are correct.
- Go to checkout and enter your shipping address carefully, including apartment or unit number.
- Choose your payment method and confirm.
- Watch for the order confirmation email. Your dispatch email with tracking follows within 1 to 2 business days.
11. Contact
Email: support@grimhouse.shop Response time: within 1 business day
Please include your order number in every message. It is the fastest way for us to help you.