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Frequently Asked Questions

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]

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€ in mainland France

200€ for Europe

 

For purchases under 120€ in Metropolitan France and abroad:

 In France

DPD Relay Point deliveries: 5€90

DPD pick-up home delivery: 6€50

Colissimo : 6€50

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.

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

 

In Europe :

 DHL express deliveries are made 24 hours after dispatch, on working days (please note that we do not ship on weekends or public holidays).

*Customs fees may apply outside the European Union.

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]

PRODUCTS MUST BE RETURNED WITHIN 15 DAYS OF RECEIPT OF YOUR PACKAGE BY GRUNGEMAMA.

The reception of the returns will give rise to a refund via the method of payment used at the time of the order.

For payments by bank transfer or cheque: please include your IBAN in your return package.

To return your purchase is very simple:

  • Log in to your customer account (1)
  • In the "My account" section, click on the "Return a product" tab and indicate the reference of your order.
  • Check the product to return
  • Mention REFUND (2) as the reason for the return. In the case of an EXCHANGE, you must also tick "refund" but specify the desired exchange on the return form (exchange valid for the same article in another size or colour)
  • Print the return form
  • Mention the reference of your order (the reference is a sequence of letters, for example: FJHSUDKD

(1) If you ordered as a guest, you must contact our customer service by sending a message or by phone at 05.67.73.78.28 to create your customer account. Our customer service will give you a temporary password with the email address you gave when you placed your order.

  • Insert in your return package with your article :

The preparation voucher initially received in your GRUNGEMAMA package + The return form generated and completed by you

  • Send your package to : GRUNGEMAMA - 2 rue Théron de Montaugé - 31200 TOULOUSE - FRANCE

From France: by dropping it off at a post office (it is preferable to use the colissimo service, keep your tracking number, it will allow you to monitor your shipment).

Outside France: the carrier of your choice.

GRUNGEMAMA will not pay for the return shipping costs, except if an error is made by GRUNGEMAMA (defective item due to a bad quality control made before shipping), error of size, colour or product). The exchange will be made upon receipt of the package and subject to availability.

Items must be returned in their original condition, unworn and unwashed.

You can choose the packaging of your choice, however it is imperative that the items are returned to us in their original condition.

(2) Refunds:

We will refund or ship your return within 14 days after receipt of your package at the GRUNGEMAMA warehouse.

We do not notify the receipt of returns before they are processed.

You can check the receipt of your package at our premises with the package/tracking number given to you by the carrier you used to send your package.

Have a nice day and see you soon!

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.

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 generally offer sizes S (34/36), M (38/40) and L (42/44), but there are also one-size-fits-all items that fit all body types !

The BANDITAS FROM MARSEILLE blouses are one size fits all, from 34 to 44. To help you, find the measurements and information in the description of the article on the right of the photo on our website.

SIZE CHART :                 

FR  FRANCE

34

36

38

40

42

44

EU EUROPE  32 34 36 38 40 42
ES SPAIN 34 36 38 40 42 44
  ITALY  38 40 42 44 46 48
DE GERMANY 32 34 36 38 40 42
UK UNITED KINGDOM  6 8 10 12 14 16
US UNITED STATES  2 4 6 8 10 12

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.

Customer Service

From 8:30 am to 6 pm Monday to Friday on +33 (0)5.67.73.78.28 Nathalie and her team answer your questions.

  • Free delivery from 200€ purchase in Europe

  • Secure payment
    Credit Card, Bank wire

  • We are shipping worldwide !