Frequently Asked Questions

You do not need to have a customer account to place an order on the e-shop. You can place an order as a guest.

As soon as your order is validated on the e-shop, an email is automatically sent to you with an order reference (e.g. RKYPAGCSR).

If you do not receive a confirmation e-mail or if you have any doubts, please do not hesitate to contact customer service: [email protected]

From a logistical point of view, Grungemama cannot put items aside on the e-shop.

However, it is possible to do so in our boutiques, in order to collect your items in-store.

First, you need to add the items you want to your shopping basket.

• Click on "Order" or on the shopping basket icon at the top right of your screen.
• Click on "Checkout".
• Fill in your delivery address then click on "continue". 
• Select your delivery method then click on "continue".
• Select your payment method. Make sure you tick the "terms and conditions" box.
• Click on "Order with payment obligation".

 

If you have chosen to pay by cheque:

Please send us your cheque as follows: Amount ***,**€ VAT included Beneficiary GRUNGEMAMA

Send your cheque to this address

2 Rue Théron de montaugé 31200 TOULOUSE

(Don't forget to write your order reference on the back of the cheque).

 

If you have chosen to pay by bank transfer :

 You will need to transfer the amount of your order to our bank account, quoting your order reference. The goods will be reserved for you for 10 days and we will process the order immediately upon receipt of payment. We process the order within 5/7 days).

 

Order from GRUNGEMAMA :

Please include this information IBAN: FR76 1780 7000 4475 4217 6205 954

BIC : CCBPFRPPTLS

BANQUE POPULAIRE 13 Avenue de Toulouse 31320 Castanet-Tolosan

 (Please indicate your order reference in your transfer).

 

 

If you have chosen 3* payment with oney:

You will be redirected to the secure page of our banking partner. Please follow their instructions.

  *There are additional costs for payment in several instalments.

If you have chosen to pay by card :

You will be redirected to the secure page of our banking partner. Please follow their instructions.

 

 

Congratulations, your order is being processed!

It is possible to cancel a validated order by contacting Customer Service within one hour of placing your order.

CUSTOMER SERVICE is available Monday to Friday from 8.30am to 6pm on 05.67.73.78.28.

It will not be possible to cancel or modify an order outside customer service hours, at weekends or on public holidays, or if the order is being prepared.

Your order or part of your order has been cancelled. This is generally due to a stock shortage. 

It is possible that you ordered an item that was available electronically, but is no longer physically available in our warehouse.

In some cases, the stock cannot be updated in our system in time, for which we apologise. If you have paid by card, please allow at least two working days for the refund to appear in your account. If you have paid by cheque or bank transfer, Customer Services will get back to you so that you can send us your bank details by e-mail.

In very rare cases, an item may be missing from your order. In this case, an email will be sent to you shortly indicating that the item ordered unfortunately cannot be dispatched. Then it's up to you... you can ask for a refund or a web gift card available immediately on the e-shop for 1 year. 

GRUNGEMAMA undertakes to deliver orders received on the site while stocks last.

It is possible to cancel an order that has not yet been dispatched. To do this, please contact customer services by email at: [email protected]

You cannot modify an order once it has been validated. If you wish to add or cancel an item, change size or delivery address, we invite you to make a cancellation request and then place a new order.

Here are the payment methods we offer on the e-shop:

 

Credit card (Visa, Mastercard, Maestro and American Express)

Bank transfer: choose the bank transfer payment method and follow the instructions. Processing time is 5 to 7 working days.

Bank cheque (France only): choose the cheque payment method and follow the instructions. Processing time is 5 to 7 working days.

Payment in 3 or 4 instalments with Oney (with charges)

Web gift card: valid for 1 year on the e-shop

You can save your payment details when you place your order. This will make it easier for you to place future orders. Your bank details are never in our possession.

 

Transactions are processed entirely by our partner PAYPLUG's secure payment module. Your payment is totally secure.

Web credit or gift card. To benefit from your credit or gift card, simply enter your code in the "Discount coupon / Credit" box in your basket

Refunds are made within a maximum of 15 days of receipt of the return parcel, although we do our utmost to ensure that this is done as quickly as possible. Your refund will then be confirmed to you by e-mail.

 The amount will be refunded to the bank account of the card used to pay for the order.

 (It is possible that the delay is extended during commercial operations)

Once your order has been registered, we dispatch your parcel within 2 to 5 days in most cases (excluding holiday periods, sales and promotions, which will be announced on the website, Facebook and Instagram).

Delivery times are given as an indication and we decline all responsibility in the event of late delivery due to the carrier service.

Postage is free for all orders over :

• 120 for mainland France
• 200 for Europe

For purchases under 120€ in Metropolitan France and abroad:

In France

• TNT/FEDEX express home: €7.99
• TNT / FEDEX workplace: €6.49
• MONDIAL RELAY delivery to a relay point in France: €4.99
• INPOST delivery to a relay point outside France: €5.99

For purchases under 200€ outside France : 

• INPOST livraison point relais : 5.99€
• DHL Economy livraison : le montant sera indiqué au moment de votre achat
• DHL express domicile : le montant sera indiqué au moment de votre achat

Firstly, please check that your parcel has not been picked up by a family member, caretaker or close neighbour.

If you have not received your parcel, please send us an e-mail ([email protected]) with your order reference. A dispute file will be set up to trace your parcel as quickly as possible.

( After 3 months your claim will not be considered )

GRUNGEMAMA delivers worldwide! We all need a grungemama piece in our dressing room!

 

In Europe :

• Delivery with TNT/FEDEX
• INSPOST relay point delivery

*Customs fees may apply outside the European Union.

You can create your return label on MONDIAL RELAY: Creer un retour (mondialrelay.fr)

The return was sent by your own means. We invite you to first look at the tracking on the carrier's website (Colissimo, DPD, Chronopost ...) 

Please note that no email is sent once your parcel has been received. However, you will receive an e-mail as soon as your return is being processed.

Your tracking number is sent by the carrier to your email and/or by text message.

If you do not receive your tracking number, please contact customer service: [email protected]

Or check your spam folder.

★ Returns conditions ★ 

Products may be returned within 15 days of receipt of your order.

Returns received will be refunded by the method of payment used for the order, an exchange or a web gift card depending on your request. If you have chosen to pay by bank transfer or cheque, please enclose your IBAN in your return parcel.

It's easy to return your purchase:

• Log in to your Grungemama customer account
• In the "My account" section
• Click on the "Return" tab
• Mention your order reference (the reference is a series of letters, for example: FJHSUDKD)
• Tick the product(s) and quantities to be returned and indicate whether you would like a refund, exchange or web gift card.
• Print the returns form (if you have any problems printing the returns form, please specify everything on the order preparation form).
• Insert the returns form, which has been generated in PDF format, in your returns package. (You can find your returns request in the "Returns history" tab).
• Send your parcel to our warehouse in Toulouse.

It is preferable to use the MONDIAL RELAY service to edit your return label, here is the link to facilitate your return:

From France :                 CREATE A RETURN

From Belgium :               CREATE A RETURN

From Spain :                   CREATE A RETURN

From the Netherlands :  CREATE A RETURN

From Portugal :               CREATE A RETURN

( You can only create a return label with MONDIAL RELAY for the following countries: France, Belgium, Spain, Portugal, and the Netherlands ).If you do not live in one of these countries, please use the carrier of your choice to send us your return.

If you have placed an order with a guest account, return requests cannot be made with a guest account. Don't worry... here's how to proceed: use the order preparation sheet in your parcel and indicate in pen whether you prefer a credit note, exchange or refund. Slip this sheet into the parcel.

The return address is as follows

GRUNGEMAMA

14 bis avenue Hermès 

31240 l'UNION

FRANCE

(Please note that your return must not be sent to a relay point, as it will not be collected at the relay point).

In order not to pass on the cost of returns to our prices, the cost of returns remains the responsibility of GRUNGEMAMA customers. We appreciate your understanding and support. Except for errors on our part such as: Defective item (quality control carried out before dispatch). Wrong size or product.

In the event of an error on our part, please contact us by email at [email protected] before sending your return.

The exchange will be made on receipt of the parcel and subject to availability (if the item is no longer available the refund will be made next).

Items must be returned in their original condition, unworn, unwashed and with the labels attached. You can choose the packaging of your choice but it is imperative that the items are returned to us in good condition.

IMPORTANT: Grungemama will not pay customs duties on returns.

Refunds: We will refund or despatch your return within 14 days of receipt of your parcel at our warehouse. We do not notify you of the receipt of returns until they have been processed. You can check this with the parcel/tracking number given to you by the carrier you used to send your parcel. (It is advisable to keep this tracking number until your return has been processed).

Have a nice day and see you soon!

The GRUNGEMAMA TEAM ★

*You can find the returns procedure in the leaflet enclosed in your parcel.

We will refund, exchange or send your gift card for your return within 15 days of receipt of your package at the warehouse.

IMPORTANT: We do not notify you of the receipt of returns until they have been processed. You can check this with the parcel/tracking number given to you by the carrier you used to send your parcel. (It is advisable to keep this tracking number until your return has been processed).

We would like to inform you of an important aspect of our returns policy at GRUNGEMAMA. Conscious of the importance of making our clothes accessible to all, GRUNGEMAMA has taken the decision not to pass on the cost of returns. This decision was taken in order to maintain attractive prices for all our customers, encouraging a more affordable shopping experience. It is essential to us that everyone can enjoy our range of clothing without fear of additional costs associated with returns. However, please note that under this policy the cost of returns remains the responsibility of GRUNGEMAMA customers. We appreciate your understanding and support.

We offer the same items on the e-shop and in the shop. If we are out of an item on the website, you can phone your nearest shop to find out if your grungemama item is available. 

(Please note that the shops do not have the option of sending the item directly to the customer; the item must be collected from the shop only).

Don't panic, if you've forgotten your password, just click on "forgot password". An e-mail will be sent to you to reset your password.

If ever customer service is available to change it for you: [email protected]

If you have not received an order confirmation e-mail, please check your "Junk mail" folder.

If you still cannot find the confirmation e-mail, please contact our customer service by e-mail at: [email protected]

You can pay for your order using your web gift card. To do this, when validating your basket, copy and paste your code in the box "Do you have a promotional code and/or gift card? Then click on "add" and "order". The gift card does not cover delivery costs.

You can easily find all your discount vouchers (web gift card) in your GRUNGEMAMA customer account, by accessing the "Discount vouchers" section.

Due to their success, some items are temporarily out of stock. Don't panic, the item may be back in stock. You can create an alert to be notified by email and be informed in real time when the item is back in stock.

To receive the alert, enter your e-mail address and click on "Notify me of availability".

At GRUNGEMAMA, we want to dress every woman! We offer sizes from 34 to 42 and 44 for some items. 

BANDITAS FROM MARSEILLE blouses are often one size fits all, from 34 to 44.

IMPORTANT: To help you, please find the measurements and information in the item description on the right of the photo on our website.

SIZE CORRESPONDENCE TABLE (tops and dresses) 

FR     FRANCE	34	36	38	40	42	44
EU      EUROPE	32	34	36	38	40	42
ES      ESPAGNE	34	36	38	40	42	44
I         ITALIE	38	40	42	44	46	48
DE      ALLEMAGNE	32	34	36	38	40	42
UK      ROYAUME-UNI	6	8	10	12	14	16
US      UNITED STATES	2	4	6	8	10	12

SIZE MATCHING TABLE (skirts and trousers)

FR     FRANCE	34	36	38	40	42	44
ES      ESPAGNE	34	36	38	40	42	44
I         ITALIE	38	40	42	44	46	48
DE      ALLEMAGNE	32	34	36	38	40	42
UK      ROYAUME-UNI	6	8	10	12	14	16
US      UNITED STATES	2	4	6	8	10	12

SIZE CORRESPONDENCE TABLE (shoes) 

FRANCE	ITALIE	ALLEMAGNE	ESPAGNE	ROYAUME UNI	USA
35	33	34	34	2	3
36	35	36	36	3	5
37	36	37	37	4	6
38	37	38	38	5	7
39	38	39	39	6	8
40	39	40	40	7	9
41	40	41	41	8	10

We invite you to send us a message explaining your problem with :

• A photo of the item
• Your order number

We’ll find a solution together.

All our photos are taken by professionals. Depending on the lighting, the location of the shoot and the filter used, there may sometimes be differences in colour. We do our best to ensure that the images are as close to reality as possible.

However, if you are disappointed by an item's photo rendering, please note that it is possible to return certain items (please contact customer service, [email protected]).

For members of the European Union, no customs charges will be applied.

For countries outside the European Union, customs charges may be applied by the customs authorities of the country of delivery. The amount may vary depending on the country in question.

These taxes are not covered by GRUNGEMAMA.