FAQ
Frequently Asked Questions (FAQ)
Welcome to the Grid Legacy Help Centre. Below you'll find answers to the most common questions from our customers. If you can't find what you're looking for, feel free to contact us at support@grid-legacy.com or via Instagram @grid.legacy.
📦 Orders & Shipping
Where do you ship from?
We operate from an international fulfilment centre that allows us to dispatch products efficiently to the UK and Europe. This setup ensures we can offer competitive prices and a wide range of items.
How long will my order take to arrive?
Once dispatched, estimated delivery times are as follows:
- United Kingdom: 4–12 business days
- Europe: 4–12 business days
- Rest of World: 6–12 business days
Please allow 1–3 business days for processing before shipment. You’ll receive a tracking link via email as soon as your order ships.
Is shipping free?
We offer both free and express shipping options at checkout. You can select the one that best suits your needs.
Will I receive tracking information?
Yes. Every order includes full tracking. You’ll receive a tracking link by email once your order has been shipped.
Do I have to pay customs or extra fees?
No. All import duties, taxes and handling charges are already included in your purchase. You’ll never be asked to pay anything extra on delivery.
🔁 Returns & Exchanges
What’s your return policy?
You can return eligible non-personalised items within 30 days of delivery, as long as they are:
- Unused
- In original condition
- With all original packaging
Returns due to defects or shipping damage are 100% free.
How do I request a return or exchange?
Simply email us at support@grid-legacy.com with your order number and reason for return. We’ll provide return instructions.
Do I have to pay for return shipping?
No. If the product is defective or arrives damaged, we cover all return shipping costs.
Can I exchange my item?
Yes. We offer free exchanges for the same item if it arrives damaged or faulty. Contact us within 30 days to arrange it.
💳 Payments
What payment methods do you accept?
We accept all major forms of payment supported by Shopify Payments, including:
- Visa, MasterCard, American Express
- Apple Pay, Google Pay
- PayPal (if enabled)
All transactions are secure and encrypted.
💸 Refunds
When will I receive my refund?
Refunds are processed within 7 business days after the returned item is received and inspected. You’ll be notified by email once approved.
Haven’t received your refund yet?
- Check your bank or credit card statement
- Contact your card issuer or bank (processing may take a few days)
If you still need help, email us at support@grid-legacy.com.
🧥 Product & Sizing
Do you offer a size guide?
Yes! Every product page includes a detailed size chart to help you find your ideal fit. Please check the chart before ordering.
How should I care for my jacket?
To maintain the quality and embroidery of your jacket:
- Hand wash or dry clean only
- Do not machine wash or tumble dry
- Avoid bleach and hot water
- Air dry in the shade
- Do not iron directly over embroidered areas
❌ Cancellations & Address Issues
Can I cancel my order?
Yes — but only before it is shipped. Contact us as soon as possible at support@grid-legacy.com to check order status.
I entered the wrong address — what should I do?
If you made a mistake at checkout, reply to your confirmation email or contact us within 24 hours. We’ll do our best to correct it before dispatch.
📬 Damaged or Missing Items
My item arrived damaged — what now?
We’re so sorry! Please:
- Take clear photos of the damaged item and packaging
- Email us with your order number and the photos
We’ll send you a free replacement once confirmed.
My order hasn’t arrived — what should I do?
First, check your tracking link. If the estimated delivery window has passed and your parcel hasn’t arrived, contact us and we’ll investigate immediately.
📩 Still need help?
We’re happy to assist you. Reach out to us via:
- Email: support@grid-legacy.com
- Instagram DM: @grid.legacy
We usually reply within 48 hours (Monday to Friday).