Frequent asked questions
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 an 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: I made a mistake in my shipping address — what can I do?
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: Which 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 will delivery take?
A: Production: 2–7 business days. Shipping: 2–10 business days in EU/US, up to 30 business days worldwide.
Q: Do I get tracking?
A: Yes, tracking numbers are provided for all shipments.
Q: Do you ship worldwide?
A: Yes, with some regional limitations or longer times.
Q: What happens if my package is lost?
A: If tracking confirms non-delivery, we’ll resend the order or refund you.
Shipping & Delivery
Q: What’s 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: What if I’m outside Romania?
A: You can arrange your own return after contacting us for instructions.
Q: How quickly do I get my 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 if my item is defective or damaged?
A: Send us photos (or video for devices) at returns@glitzandgraf.com and we’ll replace or refund at no cost.
Products
Q: Are 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 pick the right size?
A: Every product page has a size chart. Tolerances: ±3.8 cm (±1.5") for adults.
Q: How do I wash and care for 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 products sustainable?
A: Yes — all items are made-to-order, reducing overproduction and waste.
Gift Cards
Q: Do you sell 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 read your policies?
A: All policies (Terms of Service, Shipping, Returns, Privacy, Cookie Policy) are linked in the footer.
Q: Do you include VAT?
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: Which 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.
