Frequently asked questions

Find quick answers about orders, shipping, delivery times, returns, refunds, payments, sizing, and store policies. If you still need help, contact us and we’ll assist you.

Orders

Q: How do I place an order?

A: Select your product, choose size and color, then add it to your cart. Checkout is secure and supports multiple payment options.
Q: Can I change or cancel my order after placing it?

A: Because all items are made-to-order, changes or cancellations are only possible if the order has not yet entered production. If you contact us within the first 2 hours after purchase, we will do our best to assist you. However, once production has started, the order can no longer be modified or canceled.
Q: What should I do if I entered the wrong shipping address?

A: If you contact us within 2 hours, we’ll update the address. After that, if the order has entered production, we cannot make changes.

Payments

Q: What payment methods do you accept?

A: We accept the following payment methods: Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Bancontact, iDEAL, UnionPay.
Q: Is my payment secure?

A: Yes, payments are processed through Shopify Payments with encryption and PCI DSS compliance.

Shipping & Delivery

Q: How long does shipping and delivery take?

A: Production: 2–7 business days. Shipping: 2–10 business days in EU/US, up to 30 business days worldwide.
Q: Will I receive a tracking number?

A: Yes, tracking numbers are provided for all shipments.
Q: Do you ship internationally?

A: Yes, with some regional limitations or longer times.
Q: What happens if my package is lost or not delivered?

A: If tracking confirms non-delivery, we’ll resend the order or refund you.

Returns & Refunds

Q: What is your return policy?

A: Returns are accepted within 14 days of delivery (except customized and digital goods).
Q: How do returns work in Romania?

A: Customers must first contact us at returns@glitzandgraf.com. We can either place a return order on your behalf (e.g., via locker-to-locker service) with the cost deducted from your refund if you agree, or you may choose to arrange the return yourself using the instructions we provide.
Q: How do returns work for international orders?

A: You can arrange your own return after contacting us for instructions.
Q: How long does it take to receive a refund?

A: We usually process refunds within 24 hours after receiving and inspecting your return. By law, refunds are made within 14 days.
Q: What should I do if I receive a defective or damaged item?

A: Send us photos (or video for devices) at returns@glitzandgraf.com and we’ll replace or refund at no cost.

Products

Q: Are MEN, WOMEN, and UNISEX different fits?

A: No. All GLITZ&GRAF products are made using unisex blanks. These categories reflect the design direction, not a different garment cut.
Q: Are your products printed or embroidered?

A: We offer printing (DTG/DTF/AOP) and embroidery. Small tolerances in print or embroidery placement are normal.
Q: How do I choose the right size?

A: Every product page has a size chart. Tolerances: ±3.8 cm (±1.5") for adults.
Q: How should I wash and care for my items?

A: General guideline: wash cold, inside-out, gentle cycle; tumble dry low or air dry; do not iron directly on print/embroidery. ⚠️ Always check the care instructions on the product page, as they may vary by item.
Q: Are your products sustainable?

A: Yes — all items are made-to-order, reducing overproduction and waste.

Gift Cards

Q: Do you offer gift cards?

A: Yes — digital gift cards are available, valid only on our site. They are non-refundable.
Q: Do gift cards expire?

A: Our gift cards are valid for 1 year from purchase date. As a courtesy, we may extend expired cards for a few months on request.

Policies & Compliance

Q: Where can I find your store policies?

A: All policies (Terms of Service, Shipping, Returns, Privacy, Cookie Policy) are linked in the footer.
Q: Are taxes and VAT included in the price?

A: Prices include VAT where required. For Romanian customers, GLITZ&GRAF AGENCY SRL is not a local VAT payer. However, we are registered with an EU VAT code (RO49624287), which applies to intra-EU transactions.
Q: What regulations and laws do you comply with?

A: We comply with EU, Romanian, UK, US (CCPA/CPRA), Canada (PIPEDA), Brazil (LGPD), and Japan (APPI) consumer/data protection rules.