Order Help
Need a hand
with your order?
From finding your order details to questions about delivery or an item you received, this guide helps you gather the right information before contacting Grainelle.
Before reaching out, keep your order number, the email used at checkout and a short description of the issue nearby. A little context makes it easier to understand what you need help with.
What can we help you sort out?
Choose the situation closest to yours, then use the guidance below to prepare the details that may be useful.
Finding your order.
Check the email address used during checkout for your order confirmation and order number.
Questions about timing.
Grainelle's listed shipping time is 3–5 business days. If you have questions about your specific order, include your order number when contacting us.
Need to correct something?
Contact us as soon as possible with the order number and the exact information you would like reviewed. Whether a change is possible may depend on the order's current status.
Something does not look right?
Tell us what you received, what you expected and any relevant details that help explain the issue clearly.
Four steps before you contact us.
Having the essentials ready can make your message clearer and reduce unnecessary back-and-forth.
Find your order number.
Look for the order confirmation associated with your purchase.
Check your email.
Use the same email address that was entered during checkout when possible.
Describe the issue.
Include the product or order detail involved and explain what you need help reviewing.
Send the details.
Use the Grainelle contact page so your request can be reviewed with the information you provide.
The details that help tell the story.
You do not need to write a long explanation. A few clear pieces of information are usually the best place to start.
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01
Your order number Include the number connected to the purchase you are asking about.
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02
The checkout email Provide the email address used when placing the order.
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03
The item involved Name the product or products relevant to your question.
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04
A short explanation Describe what happened and what you would like help reviewing.
A little guidance for common order questions.
These notes are general guidance. Specific options can depend on the individual order and its current status.
I entered something incorrectly.
Contact Grainelle promptly with the order number, the information currently shown and the correction you would like us to review.
I have a delivery question.
Include your order number and the specific delivery concern. Grainelle's listed shipping time is 3–5 business days.
My order is not what I expected.
Explain what you received and which item is involved. Clear details can help us understand the situation more accurately.
I cannot find my order details.
Check the inbox and spam or junk folder associated with the email used at checkout. If you still need help, contact us with the information you do have.
Still need help? Send us the details.
Use our contact page for order-related questions. Including your order number and checkout email can give us useful context for your message.
Quick answers before you reach out.
If your situation is not covered here, send us a message with your order details.
What information should I include when asking about an order?
Include your order number, the email address used at checkout, the item involved and a clear description of your question or concern.
What is Grainelle's listed shipping time?
Grainelle's current shipping time is listed as 3–5 business days.
Can I request a change to an order?
Contact us as soon as possible with your order number and the exact change you would like reviewed. Whether a change can be made may depend on the order's current status.
What should I do if something about my received order seems incorrect?
Contact Grainelle with your order number, the item involved and a description of what appears to be incorrect so the situation can be reviewed.
I cannot find my confirmation email. What should I check?
Check the inbox, spam and junk folders for the email address used during checkout. If you still cannot locate the details, contact us with the information you have available.
Where can I ask a question that is not listed here?
Use the Grainelle contact page or email info@grainelle.lol with your order details and question.
Tell us what happened, and include the details that matter.
For order questions, the contact page is the best place to send your order number, checkout email and a short description of what you need help with.