1. Cancellation
ORDERS: Orders may be canceled and receive a full refund before shipment or production begins. Once an order has been completed and shipped, it cannot be canceled, so please initiate a request with us via email at support@grrie.poeorchestra.com as soon as possible before the order is processed.
2. Returns
We offer a 30 day return and refund period:
We will gladly accept returns of unused, unworn, undamaged merchandise with all original tags attached within 30 business days of receiving your order. (i.e. Curtains will only be accepted if they have not been installed, used, washed or damaged).
3. Return Conditions
In order to qualify for a return and refund, please make sure:
3.1 The merchandise is in good condition with no signs of wear, stains, alterations or damage.
3.2 All original tags and packaging are intact and included with the returned item.
3.3 You need to provide the original proof of purchase (order confirmation email).
4. How to initiate a return
To initiate a return, please follow the steps below:
4.1 Contact our customer service: Please contact our customer service team at support@grrie.poeorchestra.com and provide your order number and the item you wish to return. Please also briefly state the reason for the return.
4.2 Receive return instructions: Our customer support team will provide you with detailed return instructions and a return authorization code, including the return address.
4.3 Packing your item securely: Please pack your returned item carefully to avoid damage in transit. We recommend that you use the original packaging whenever possible.
4.4 Ship Your Return: Please send your package using a traceable shipping method.
4.5 Please note that return shipping costs will be the responsibility of the customer unless the return is due to a defective curtain or color sizing discrepancy.
NOTE: If you make a mistake in your measurements, we will assist you in resolving the issue. For example, we can resize wider and longer curtains. We do not offer returns for problems that cannot be repaired, such as curtains that are too narrow or too short.
5. Steps for handling defective products received
Although all curtains are strictly inspected by us before they are sent out, some curtain materials are easily damaged (e.g., linen and satin materials are easily stripped of threads due to external forces), so when defective products are received:
5.1 Please take photos immediately to leave pictures or video vouchers for our assessment.
5.2 Contact our customer service team as soon as possible for return and refund request.
5.3 You do not need to pay return shipping fees for the returned defective item, we will either send you new curtains in perfect condition as soon as possible or process a full refund for you.
6. Refund process
Once we have received your returned item and confirmed that it meets the above criteria, we will process your refund.
6.1 Refunds will be made according to the original payment method used for your purchase. Refunds will be processed and reflected in your account within 7 business days from the date of receipt of your return. Processing times may vary depending on your payment service provider. You will be notified by email when the refund processing is complete.
6.2 Delayed or Missing Refunds:
If you have not received your refund, please check your bank account and then contact your credit card company or bank as processing may take some time.
7.Exchanges
We do not offer direct exchanges at this time. If you would like to exchange your curtains for a different style, please follow the return process above to return the original item and place a new order for the desired item.
Have additional questions about returning an item for a refund?
Please contact our customer service support at support@grrie.poeorchestra.com
or use the form on the Contact Us page to scrutinize.