Shipping and Delivery

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CAN I CHANGE MY SHIPPING ADDRESS? 

We can not change your shipping address after we shipped your order. If you need to change your shipping address please do so within 48 hours. 

What IF I REJECT THE SHIPMENT?

We understand that duties and taxes play a big role in impacting your decisions to make a purchase, which is why we will do our best to help mitigate these taxes and provide the best international shipping experience that we can.


However, failure to comply with the payment of such fees will result in your order being cancelled, and the issue of a refund, minus the initial shipping cost, return fees and a $10 handling fee.


I.e. If your total payment is $110 ($100 for the items + $10 for shipping), and the return fee is $15, you will receive a refund of $75 ($110 - $10 - $15 - $10).

What is dispatch date?

At GRAMS28 we craft our new and highly demanded products in small batches. By pre-ordering your exquisitely crafted piece you will save 10% or more while allowing our craftsman to work more seamlessly to retain the high level of quality you have grown to expect. Once we complete your piece to our satisfaction, we will ship it to you by the estimated dispatch date.


The dispatch date is an estimation. Many factors can impact our production timeframes since our products are handmade and require a lot of attention to detail. Retaining a high level of quality is vitally important. For that reason, we can't guarantee the items ship out on time. If you find your order hasn't shipped out by the estimated dispatch date, please feel free to reach out. We promise to be as transparent as possible about the status of your order.

What happens if I have both in-stock and pre-order items in my order?

Your entire order will be shipped together once everything is ready. However, if you'd like to receive certain items separately, we can arrange that at an extra shipping cost.

Order shipped to wrong address:

We will not be responsible for any failed delivery attempts due to incomplete/wrong addresses. You will be responsible for any extra costs to salvage your shipment, if the shipping of your order faces such issues. Kindly ensure that you have entered the correct address.

Duties and taxes:

For countries in the European Union:

In conjunction with the new VAT laws set by the EU, we have registered our business in the IOSS system to ensure that our customers from the EU will have the best possible experience when buying our products.


What is IOSS:

The Import One-Stop Shop (IOSS) is the electronic portal businesses can use starting from the 1st of July 2021 to comply with their VAT e-commerce obligations on distant sales of imported goods. The IOSS facilitates the collection, declaration and payment of VAT for sellers that are making distant sales of imported goods to buyers in the EU. The IOSS also makes the process easier for the buyer, who is only charged at the time of purchase, and therefore does not face any surprise fees when the goods are delivered.


Since we have registered in the IOSS, the buyer doesn’t have to pay the VAT and a customs clearance fee charged by the transporter when their order value is under €150 (est. USD178).


For orders above €150 (est. USD178) in value, buyer is responsible for the payment of duties/taxes and external charges to FedEx upon the delivery of their order.

For the rest of the world: 

You have to settle your tax and duties with FedEx when you receive your order. 

Pre-paid tax countries:

For certain countries, we notice a high rate of shipment abandonment due to customs duties and taxes, and for that reason, we will collect Tax & Duties and settle with FedEx on the customer’s behalf. Below are a list of countries that need to pre-pay for Tax & Duties:


- Indonesia