FAQs

1. What currency does your website use?

All transactions completed through grelvado.com are processed in Euros (EUR). Product prices, shipping charges, applicable taxes, refunds, and other transaction amounts are calculated and settled in EUR. If your payment account uses another currency, your bank or payment provider may perform currency conversion using its own exchange rate and may charge applicable foreign-transaction or currency-conversion fees.

2. What payment methods do you accept?

We accept the payment methods displayed during checkout, which may include Visa, Mastercard, American Express, Discover, JCB, PayPal, Google Pay, and Apple Pay. Available payment methods may differ depending on your country, device, browser, card issuer, digital wallet, or payment provider.

3. Is my payment information stored on your website?

No. GRELVADO, LLC does not store customers' full credit or debit card numbers, CVV or CVC security codes, PayPal passwords, Apple Pay credentials, Google Pay credentials, or equivalent sensitive payment information. Transactions are processed securely by authorized payment providers including Stripe and PayPal. For further information, please review our Payment Policy.

4. How is my payment and personal information protected?

Our website uses HTTPS and SSL/TLS encryption to help protect information transmitted between your browser and grelvado.com. Payment providers may use additional safeguards including tokenization, PCI DSS controls, fraud monitoring, risk screening, and 3D Secure authentication where applicable. Our website is a self-hosted WordPress store powered by WooCommerce, and administrative access to customer information is limited to authorized purposes.

5. How long does it take to process my order?

Orders are normally processed within 1–4 business days following successful payment authorization and order verification. Weekends and public holidays are not counted as business days. Processing time is separate from the estimated shipping transit period.

6. Do you ship worldwide?

Yes. We provide worldwide shipping to supported destinations, including the United States, Europe, and other international regions. Delivery availability may depend on carrier coverage, local restrictions, customs requirements, destination accessibility, and other logistical conditions.

7. How much does shipping cost?

Standard shipping to the United States is €4.99, with free shipping on qualifying orders of €99.00 or more. Standard shipping to Europe is €8.99, with free shipping on qualifying orders of €149.00 or more. Standard shipping to other international destinations is €17.99.

For complete shipping information, please review our Shipping Policy.

8. How long does delivery normally take?

After the 1–4 business day processing period, estimated transit times are normally 5–9 business days for the United States, 6–12 business days for Europe, and 8–18 business days for other international destinations.

Delivery estimates are not guaranteed arrival dates. Customs clearance, severe weather, carrier interruptions, public holidays, remote-area delivery requirements, and other conditions outside our reasonable control may affect actual delivery times.

9. When will my tracking information become available?

Tracking details are normally issued after the order has completed processing and has been transferred to the shipping carrier. Please allow approximately 48–72 hours for the carrier's system to activate or update the tracking information.

A temporary absence of tracking scans does not necessarily mean that a parcel has stopped moving. If tracking remains unchanged for an extended period, please contact us at help@grelvado.com.

10. Which shipping carriers do you use?

Depending on destination, parcel characteristics, and service availability, orders may be transported by established carriers such as USPS, UPS, FedEx, DHL, international postal operators, or authorized regional and last-mile delivery partners.

The carrier used for a specific shipment is selected according to the destination and available logistics network and may vary between orders.

11. Will I have to pay customs duties or import taxes?

Orders delivered within the United States are not subject to import customs duties for delivery within the United States.

For destinations outside the United States, local authorities or carriers may impose customs duties, import taxes, VAT, brokerage fees, or clearance charges. Unless expressly stated otherwise during checkout, these costs are the responsibility of the customer or recipient and are not included in our standard shipping charges.

12. What should I do if my package or product arrives damaged?

Please inspect your order as soon as reasonably possible after delivery. If the parcel or product arrives damaged, defective, incomplete, or materially different from what was ordered, contact us at help@grelvado.com within 48 hours of delivery.

We may request your order number together with photographs of the affected product, outer packaging, shipping label, internal packaging, and damaged area so that we can properly review the issue.

13. How long do I have to return an item?

Eligible products may generally be returned within 30 days from the date of confirmed delivery. Requests submitted after this period may not qualify for a standard return unless the product is defective, incorrect, damaged during transportation, or applicable law provides additional rights.

Full return requirements are available in our Refund and Returns Policy.

14. What condition must kitchen products be in for a return?

For a standard change-of-mind return, kitchen products must normally remain unused, unwashed, undamaged, and complete with the included components and accessories.

Products showing food residue, grease, stains, odors, heat damage, washing marks, significant use-related scratches, deformation, or other evidence of actual cooking, food preparation, serving, or food-contact use may not qualify for a standard return.

Where a product was purchased as a set, bundle, or multi-piece package, the complete set should normally be returned together unless we provide different instructions.

15. Who pays the return shipping cost?

When a customer requests a return because they changed their mind, ordered the wrong product, selected an incorrect variation, or no longer want the item, the customer is generally responsible for the cost of return shipping.

Where the return results from an error attributable to GRELVADO, LLC, including an incorrect product, materially defective item, or product damaged during transportation, we will cover or reimburse reasonable return shipping costs where a return is required.

16. How long does a refund take?

After a returned product has been received, inspected, and approved, we normally submit the refund within 7 business days. Approved refunds are issued to the original payment method used for the order.

Once we submit the refund, the customer's bank, card issuer, Stripe, PayPal, or digital wallet provider may require additional processing time before the funds appear in the account. Complete information is available in our Refund and Returns Policy.

17. How do you use and protect my personal information?

We collect personal information only where reasonably necessary to operate our store, process and fulfill orders, arrange delivery, provide customer support, administer returns and refunds, prevent fraud, maintain website security, and comply with applicable legal obligations.

Our website is a self-hosted WordPress store powered by WooCommerce. Reasonable technical and organizational safeguards include HTTPS, SSL/TLS encryption, authentication controls, restricted administrative access, software maintenance, security monitoring, and secure third-party payment processing.

Customers located in the European Union or European Economic Area may also have rights under the General Data Protection Regulation (GDPR). For complete information, please review our Privacy Policy.

18. What should I do if I have a problem with an order, payment, refund, or dispute?

Please contact us at help@grelvado.com first whenever reasonably possible so that we can review the available order, payment, shipping, delivery, return, or refund information and attempt to resolve the issue directly.

If a payment dispute or chargeback is opened through Stripe, PayPal, a bank, or card issuer, we may provide relevant transaction, shipping, delivery, communication, return, and refund records to the applicable provider for review.

If a dispute cannot be resolved through reasonable communication and requires formal legal determination, it will be handled by a court of competent jurisdiction in accordance with our Terms of Service and applicable law.

You may also contact us using the following information:
Company: GRELVADO, LLC
Address: 1 E Pratt St, Ste 400, Baltimore, MD 21202, US
Phone: +1(410)649-7450
Email: help@grelvado.com