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Frequently Asked Questions

All products on Grassitup are sourced from verified suppliers and authorized distributors. Each product listing includes the brand name, specifications, and authenticity guarantee. If you have concerns about a specific product, contact our support team.

Yes, orders may be cancelled before they have been dispatched. Simply log in to your account, go to Order History, select your order, and click Cancel Order. Once an order has been shipped, it can no longer be cancelled. After delivery, eligible stock items may be returned in accordance with our Returns & Exchanges Policy, subject to approval and provided the return request is submitted within 48 hours of delivery.

We apologize for the inconvenience. Please take photos of the damaged or wrong item and contact our support team within 48 hours of delivery via the support ticket section in your profile. Once reviewed and approved, we will arrange a replacement or refund at no extra cost. See our Returns & Exchanges page for details.

Most products are in stock and available for immediate delivery. Products marked 'Pre-Order' or 'Made to Order' have estimated delivery times shown on the product page. Stock availability is updated in real time on the website.

We sincerely apologise for the inconvenience. If your order arrives damaged, defective, or incorrect, please take clear photographs of the item and its packaging, and submit a support request through the Support section of your account within 48 hours of delivery. Once your claim has been reviewed and approved, Grassitup will arrange a replacement or refund at no additional cost.

Orders can be cancelled as long as they have not been shipped. Go to 'Order History' in your profile, select your order, and click 'Cancel Order'. Once an order has been shipped it can no longer be cancelled — after delivery, eligible stock items follow our return policy (return request within 48 hours of delivery, subject to approval). See our Returns & Exchanges page for details.

Once your returned item has been received, inspected, and approved, your refund will be processed using the original payment method. Depending on your bank or payment provider, refunds may take up to 30 business days to appear in your account. For Cash on Delivery purchases, approved refunds will either be transferred to your nominated bank account or issued as Grassitup Store Credit, depending on the agreed method.

Once your return is approved and the item has been received and inspected, your refund is processed to the original payment method and may take up to 30 business days depending on your bank. Cash-on-delivery refunds are transferred to your provided bank account or issued as store credit. See our Returns & Exchanges page for details.

As many of our collections are bespoke, made-to-order, or specially imported, returns are limited. Stock items may be eligible for return provided the request is submitted within 48 hours of delivery, the product is unused, undamaged, and returned in its original packaging, and written approval has been obtained from Grassitup prior to the return. Custom-made or made-to-order furniture, special imported items, clearance or sale items, and products that have been installed, assembled, used, or altered are not eligible for return or exchange. Transportation, collection, handling, installation, and restocking charges may apply where applicable. To request a return, log in to your account, go to Order History, select the delivered order, and click Request Return. For complete terms, please refer to our Returns & Exchanges Policy.

Due to the bespoke and luxury nature of our products, returns are limited. Stock items may be considered for return only if the request is submitted within 48 hours of delivery, the product is unused and in its original packaging, and prior written approval has been obtained from Grassitup. Custom-made furniture, made-to-order products, special imported items, clearance and sale items, and products that have been installed or used cannot be returned or exchanged. Transportation, installation, handling, and restocking charges may apply. To request a return, go to 'Order History' in your profile, select the delivered order, and click 'Request Return'. Full details are available on our Returns & Exchanges page.

Every product available on Grassitup is sourced directly from authorised manufacturers, trusted suppliers, or official distributors. Each product listing includes detailed specifications, brand information, and an authenticity guarantee, giving you complete confidence in every purchase. If you require additional information about a specific product, our customer support team will be happy to assist.

Most of our collections are held in stock and are available for prompt delivery. Products identified as Pre-Order or Made to Order will display an estimated lead time on the product page. Our website is updated regularly to reflect the latest stock availability, helping you shop with confidence.

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