We want you to feel safe buying on Grailed. That’s why, if a purchased item does not ultimately meet our standards, we can offer you support through Grailed Purchase Protection, which applies in the specific situations described below.
Any issues must be reported to Grailed within 3 calendar days from the date when the item is received by you. Failure to contact us about any issue within 3 calendar days from when your item is received by you may result in the denial of your return request under the Grailed Purchase Protection policy.
Grailed Purchase Protection for Buyers
Grailed Purchase Protection applies if Grailed finds:
- the item is received by you and deemed as inauthentic by Grailed; or
- the item you purchased materially differs from its description in color, condition, fabric, and/or measurement; or
- you were sent the wrong item.
Seller Safety
We are committed to helping sellers feel safe making sales with us.
Although Grailed Purchase Protection only applies to buyers, our Support Team is dedicated to reviewing order issues with respect to suspected fraudulent activity or other buyer behavior on a case-by-case basis to help sellers find a resolution.
If you have any concerns regarding your transaction or a buyer’s behavior, please contact our Support Team.
How Grailed Purchase Protection works
As a buyer, you must report issues covered by Grailed Purchase Protection to Grailed within 3 calendar days from the date when the item is received by you and our Support Team will work with you to seek a resolution.
Photographic evidence, written statements, and other documentation may be required in order to review your case. For the best outcome, please provide all of the necessary documentation requested in a timely manner.
What if my package wasn’t delivered?
If your order is missing, please first check your tracking to ensure it wasn’t delayed. It’s also not uncommon for a carrier to mark a package as delivered 2-3 business days before the actual delivery. Depending on your delivery location, you may want to check in with your roommate or neighbors to see if they may have accepted the package on your behalf. If the package has still not turned up, please contact our Support Team so we can further research the issue. We may work with the seller or carrier directly at this point to find the best resolution, and you may be required to provide additional documentation in order for us to process your missing package claim.
For sellers, when using your own label, we recommend purchasing signature confirmation. Sellers using their own label must purchase signature confirmation if the full amount of the payment (including shipping and taxes) is $750 USD or more. Read more about package claims here.
Comments
0 comments
Please sign in to leave a comment.