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Refund & Exchange
At GROTTO, every piece is thoughtfully designed, carefully crafted, and prepared with attention to detail. We hope each leather piece becomes a lasting companion in your everyday journey.
We understand that sometimes a purchase may not be the perfect fit. Our Return & Exchange Policy is designed to provide a transparent and thoughtful experience while ensuring every GROTTO piece maintains the quality and craftsmanship it was created with.
If you have any questions regarding your order, our customer care team is always here to assist you.
Order Cancellation
We understand that plans may change.
Orders can be cancelled within 12 hours of placing your order. After this period, your order may have already entered our preparation and fulfillment process, and cancellation may no longer be possible.
If your cancellation request is approved, your refund will be issued to your original payment method. Please allow 3–5 business days for the refund to be reflected, depending on your payment provider.
To request a cancellation, please contact us as soon as possible:
Returns
We accept return requests within 14 days from the date you receive your order.
To be eligible for a return, your item must meet the following conditions:
- The product must be unused and in its original condition
- The item must not have any signs of wear, marks, scratches, stains, odors, or alterations
- All original packaging, dust bag, tags, accessories, and included materials must be returned
- The product must remain in a condition suitable for resale
As each GROTTO piece is carefully crafted and inspected before shipment, we kindly ask customers to handle items with care when deciding whether to return them.
Returns that do not meet these conditions may not be accepted.
European Union & United Kingdom Customers
If you are located in the European Union or the United Kingdom, you may have the right to withdraw from your purchase within 14 days after receiving your order, in accordance with applicable consumer protection laws.
To exercise this right, please contact us within the 14-day period and clearly inform us of your decision to return the product.
Please note that the right of withdrawal does not apply to:
- Customized or personalized products made specifically for you
- Products that have been used, worn, damaged, or altered after delivery
- Items returned without their original packaging or in a condition that affects resale value
Customers are responsible for ensuring returned items are safely packaged to prevent damage during return transit.
Return Request & Required Information
To help us process your request efficiently and continuously improve our products and services, please provide the following information when contacting us regarding a return or exchange:
- Your order number or the email address used to place the order
- A brief explanation of the reason for your return or exchange
- Any relevant details or images that may help us better understand your request
Your feedback is valuable to us. Understanding your experience helps us improve our designs, products, and customer experience.
Once we receive your request, our customer care team will review the details and provide further assistance as soon as possible.
Please do not send your item back before receiving confirmation and return instructions from our team.
Return Shipping
For returns or exchanges caused by reasons other than product defects, incorrect items received, or quality issues, customers are responsible for the return shipping costs.
Original shipping fees are non-refundable.
We recommend using a tracked shipping service when returning your item. GROTTO is not responsible for items lost or damaged during return transit.
Damaged, Defective, or Incorrect Items
Every GROTTO piece undergoes careful inspection before shipment.
If your order arrives damaged, defective, or if you receive an incorrect item, please contact us within 72 hours of delivery.
Please include:
- Your order number
- Photos or videos showing the issue
Our customer care team will review your request and provide an appropriate solution, which may include replacement or other assistance where applicable.
Exchanges
We currently offer exchanges only in cases where:
- The item received is damaged
- The product has a manufacturing defect
- An incorrect item was sent
For other exchange requests, customers may return the original item according to our return policy and place a new order separately.
Please contact our customer care team before sending any item back.
Refunds
Once your returned item has been received and inspected, we will send you a confirmation email regarding the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method.
Please allow 3–5 business days for your payment provider to complete the refund process.
If you have not received your refund after this period, please check with your bank or payment provider first. If the issue remains unresolved, please contact us at:
Gifts
If an item was purchased as a gift and returned according to our policy, the refund will be issued to the original purchaser’s payment method.
Contact Us
If you have any questions regarding returns, exchanges, or your order, please contact our customer care team:
GROTTO Customer Care
Email: support@grotto-official.com
We are committed to providing thoughtful service and ensuring every GROTTO experience reflects the care behind each piece.
