how can we help?

1. Why are your prices so low?

We cut out the middlemen and ship directly to you from our centralised warehouse in Hong Kong. This means we don’t have to charge you the traditional 6-8X markup other retailers rely on, and it means you get to enjoy the best quality at the best price.

2. What is your policy around corporate social responsibility?

We think it is important that brands take responsibility for the entire manufacturing process. At Grana, we are involved at every step of our supply chain from selecting our fabric mills to finding the right manufacturer. This allows us to have a greater degree of control and ensures all ethical standards are being upheld. We make sure all the fabric mills and garment makers we work with have the proper environmental practices in place and safe worker conditions. We are pretty hands-on, and visit all our factories in person. We are proud to be able to say confidently that we know where our fabrics come from.

3. What about the environment? Are you doing anything to show the earth a little love?

We strive to create high quality, lasting products, that positively impact on the planet and the people we work with. Since our launch in 2014, we have continually questioned the status quo of the industry. We do this by working with compliant and proactive partners, and by dealing directly with our factories. This visibility means that social and environmental practices are at the heart of what we do.

4. I want to work at Grana, where can I apply?

Have a look at our jobs section for the latest vacancies at Grana.

1. What if my ordered item is out of stock?

We work extremely hard to keep our stock levels accurate, but in the unlikely event that an item is out of stock we will do everything to assist you in choosing a different item of the same price. Alternatively, we will fast-track a refund on the out of stock item.

2. How often will you restock an item?

We try to restock as often as we can to avoid disappointment. This guide indicates how we approach restocking various styles:

• Timeless essentials – restocked at least every 2-3 months
• Seasonal colours – available in limited quantities without restock

3. How does your sizing work?

We align our fit models and sizing to the ASTM international sizing guidelines and take every effort to keep our sizing true and consistent. We want you to be able to wear the same size across all garment types. This being said, there will be occasional variations in the fit of some products depending on the design intent and fabric.

We will usually indicate this in the product description, but if you have a specific question, contact us with your measurements and we can advise on the most appropriate size for you.

4. How can I find the size charts?

Simply click "Size guide" on the product page and you'll see our size conversion charts, measurement tips and product measurements. It is situated between our sizing options and where you click to add to your bag.

5. How do your size charts work?

• Body measurements - These body measurements are from the ASTM size chart that we align and fit our products to. This is the first step for deciding which size to buy by determining the measurements that are closest to your own body size.
• International size conversion – We have customers all around the world we want to give them the most accurate conversions for their market. We've taken great care to ensure that these are as accurate as possible.
• Product Measurements – The purpose of having these is so that you can get a better idea on how the garment fits on the body (e.g. How long will it be on me? Should I size down? etc.)

6. Are the colors accurate?

We have made every effort to display, as accurately as possible, the colors of our products that appear on the website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate.

7. How do I care for my items?

We strongly recommend following the washing instruction on the care label before washing your clothes.

Avoid wringing your clothes too much and always wash at a low temperature with similar colors if you are unsure.

Washing your clothes inside out keeps the colours bright and reduces the chances of snagging or pilling.

8. How do I care for my silk?

Silk is a fine, delicate material, which makes it one of the most comfortable and easy to wear fabrics around. We recommend dry-cleaning only as the best way to extend the life of your silk.

For more information, check out our blog post for tips on silk care.

9. Can I hand wash my silk?

Yes you may. However, there are many factors to consider as silk is a delicate material. It does require extra attention and that's why dry cleaning is the preferred and recommended method.

1. Can I amend/cancel my order after the order is placed?

If you have just made an order, please send cheetahs an email (cheetahs@grana.com) as soon as possible and we’ll assist you with your request during business hours. While we do our best to accommodate your requests, we are not able to amend or cancel an order once it has been processed or shipped by our warehouse team.

2. What do I do if I receive an item that is defective or not what I ordered?

We try our best to ensure our products are of a high quality, and that the correct items are in the box before they leave the warehouse.

However, if you happen to receive a damaged, defective or incorrect item in your order, please send an email to cheetahs@grana.com. Include the following information and we will let you know what happens next:

1. Your order number
2. What’s wrong? Let us know what the problem is
3. Pictures of the item(s)

1. Will I be refunded my original shipping fee paid of my purchase if I decided to make a return?

No, shipping fees of all order purchases are not refundable. We offer free shipping for orders that meet the threshold spending value, the threshold varies from each country.


2. What is your return policy?

You can return full-priced items within 30 days of purchase (excluding underwear & socks). All items that are discounted on our website are non-returnable, including items in our outlet page and marked down items. Full-priced items that have been purchased with a discount code are applicable for a refund for cash or store credit.

We do not charge return fees for refunds in store credits. We charge a small restocking fee for cash refunds - please refer to the Returns page for rates.

We ask you to return the item(s) with the original packing materials and please do not remove the sanitary sticker for hygiene reasons. Our returns team will inspect all returned goods to make sure the item(s) has not been worn, washed or damaged.

If an item is returned to us damaged or with visible signs of wear, we will not be able to process your refund and we may have to send it back to you (and ask you to cover the delivery cost).


3. Can I return underwear, swimwear, or lingerie?

Swimwear is no problem, but socks and underwear are non-refundable. Please note that we will only accept items that are unworn, unwashed, and otherwise unused with the original packing materials (i.e. original plastic wrapping, hangtag and hygiene sanitary sticker). This is for obvious hygiene reasons.


4. Can I return sale items?

All items that are discounted on our website are non-returnable, including marked down items and items in our outlet page. Full-priced items that have been purchased with a discount code are applicable for a refund for cash or store credit.


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

We ask you to make sure the item(s) have not been worn, washed or damaged, and that you send them back in their original packaging within 30 days of purchase.

Here is a handy checklist to help you return your order:

Is the item within 30 days from the day you purchased it?
Is the item refundable/exchangeable (purchased at full price)?
Are the included tags intact and attached to the item?
Is the item still in a new condition, unwashed and unworn?
Have you completed the return form and filled in the RMA number?
Is the item packed neatly and securely, together with the return form ready to be returned?


6. How long does it take to process a return?

Returns typically take around 14 business days to be processed once it reaches our Hong Kong warehouse, and credit card refunds take up to 5-10 business days to appear on your statement.


7. What is the expiry date of store credit?

There is no expiry date. You can use it any time.
Please do note that you cannot apply store credits with a running promo code in the same order, or to purchase a gift card with your credits.


8. What do I do if I receive an item that is defective or not what I ordered?

We try our best to ensure our products are of a high quality, and that the correct items are in the box before they leave the warehouse. However, if you happen to receive a damaged, defective or incorrect item in your order, please send an email to cheetahs@grana.com. Include the following information and we will let you know what happens next:

- Your order number
- What’s wrong? Let us know what the problem is
- Pictures of the item(s)


9. Can I combine different orders for return in one box?

Absolutely. We will only charge you ONCE for the return fee (if applicable). Please include both packing slips in the same box so that we know which orders you would like to return.


10. Why do I have to pay for return?

The fact is, that by charging a small fee for returns, we are able to keep our prices low. We would love to be able to offer free returns for everyone, everywhere, but that means we need to build in efficiencies to allow this to be cost effective while maintaining our commitment to a 2-3X markup. We think that it’s preferable to charge a small fee for returns and continue to offer the best quality essentials and the very best price.

1. Which payment methods do you accept?

We currently accept Visa, MasterCard, American Express and Paypal.

2. Is there any transaction fee?

Normally you will not be charged a transaction fee but this depends on your credit card and issuing bank as sometimes international transactions incur a charge. If you have any concerns about this, it's best to contact your bank directly.

3. How will I receive my refund?

You will be refunded via your original payment method.

4. How long before the charges/refunds appear on my statement?

It usually takes about 5-10 business days, depending on your bank.

1. I can’t check out. What can I do?

Sorry you’re experiencing technical issues with the website; please try the following solutions to resolve them:

• Clear cache
• Disable password extension (this is especially important on Mac)

Should this not resolve the issue, please send us a screenshot to cheetahs@grana.com and we will help troubleshoot the problem with you.

2. Why can’t I put items in the shopping cart?

This is most often because the item is out of stock the moment you tried to put it in the shopping cart. Check to see if that’s the case; if not then feel free to drop us an email at cheetahs@grana.com.

1. Can I return discounted item purchases ?

We accept returns of discounted items as long as they are returned to us in perfect condition and within 30 days of purchase.

However, all discounted items listed on our "Last collection" page are non returnable and non refundable.

2. What about items that have purchased with a promotional discount code?

Full priced items that have been purchased with a discount code are applicable for a refund for cash or store credit.

3. Do you offer price adjustments?

Yes, we will make a one-time price adjustment to items purchased at full price within 14 days of purchase, except in November & December, due to the high volume of sales promotions at this time of year.

4. Can I apply a 10% referral code or other promo code to sale items?

No, there is no further discount applied to sale items.

1. Will my store credits ever expire?

Store credit does not have an expiry date.

2. How do I use my store credits?

At checkout, please login to your member account and click the tick symbol next to “use credits?” upon checkout.

3. How do I see how much store credit I have?

Login and go to accounts, and click on store credits to see your balance.

4. I’m trying to use my store credits in conjunction with a promocode but it’s not working, what’s going on?

Store credits cannot be used in conjunction with promo codes.

1. How do I redeem my gift card?

At checkout, enter the unique gift card code in the promo code field. The gift card amount will be automatically deducted from the total cost of the transaction.

2. Can I return a gift card?

Unfortunately, gift cards are non-refundable. If you’d like to return a purchase that was made with your gift card, the funds will be credited into your Grana account as store credit.

3. What’s the difference between the electronic version and the physical version?

You can specify the exact date of delivery for the electronic gift card; it’s a simple matter of buy it now, we do the rest. For the physical version, the date of delivery will vary depending on when you buy it, and where you’re sending it. Due to system limitations, gift card orders for multiple recipients need to be placed separately.

4. When will my electronic gift card be sent?

If you’ve selected the send date as the current day, your gift card email will be sent within 15 minutes of your order confirmation. If you select a future date, your gift card will be sent out at the start of that day (GMT + 8).

5. Will my gift card expire?

Virtual gift cards will expire 366 days after they are sent. Physical gift cards will expire 366 days after purchase.

6. How do you guys convert from US dollars to my local currency?

Your gift card will be redeemed in your local currency according to our internal exchange rate that is regularly updated and in-line with current exchange rates.

7. Can I use multiple gift cards in the same transaction?

You are only able to use one gift card per transaction.

8. What happens if I don’t want to redeem the full amount of the gift card in a single transaction?

No worries. You’ll be able to save it and use it another time. Just make sure this is before the expiration date.

9 Can I use my giftcard to purchase discounted items?

Unfortunately the gift card can only be used to purchase full price items.

10. I’m trying to use my giftcard in conjunction with a promocode but it’s not working, what’s going on?

Gift cards cannot be used in conjunction with promo codes.

11. I used a gift voucher to pay for my order that I have since returned. How will I get the refund?

If you paid for the whole order with a gift card, we will credit your Grana account with store credit.

If you paid with a combination of debit/credit card and gift voucher, we will refund anything you paid to your original payment method, and then the remaining amount will be credited to your Grana account.

Free vouchers (e.g. marketing giveaways) can only be applied once and are not refundable.

1. How does your referral program work?

Once you sign up for an account at grana.com, you will be able to start sending your unique referral link to your friends via email/Facebook/Twitter.

When your friend signs up for an account via the link, they will receive a 10% discount on their first order. The discount will be applied to full priced items only and with a minimum spend of US$20.

Once your friend's order has been successfully placed, we will review the transaction for any unusual activities. It will be subject to approval.

Once we approve the transaction and the order has been dispatched, we will credit you the US$20 into your account.

2. Are there any restrictions to the referral program?

We want you to share your Grana experience with as many people as possible. However, the friends you refer need to be new customers.

The Referred Customer must have a different name, email address, billing and shipping information (including but not limited to address, phone numbers, payment method) from the Referrer.

Your friend must sign up via the unique link you provide and spend a minimum of US$20 (full price items only) on their first purchase to qualify for the 10% credit.

Grana will review all referrals and will refund any orders that violate these terms and conditions.

Grana may suspend or terminate the Referral Program or a user’s ability to participate in the Referral Program at any time, for any reason.

Any unclaimed referral rewards will be forfeited at that time.

3. How do I use the 10% referral discount?

Once you have signed up via the referral link, the 10% discount will be automatically applied upon checkout. Kindly note that the referral discount won't be applicable for purchasing gift cards or sale items. If you do not use the discount on your first purchase, it will not be available for the second purchase.

4. Does my 10% off order made after creating my account need approval?

Yes, it may take 1 - 2 working days to process. You will receive an email when it is approved, until then, your order will be on hold.

5. How do I use the referral credit?

You can apply your credit upon checkout, by clicking on 'Use Credit?'. Please note that you are unable to use both a promo code and redeem your referral credit at the same time.

6. How long does it take to receive the referral credit?

It will take around 2-3 working days. After your friend's purchase is approved, the referral credits will automatically be added to your account.

7. Can referral store credits be refunded if I choose to make a return?

No, they are non-refundable. They are our way of saying thank you for referring a friend but they cannot be refunded once it has been used for an order.