FAQ

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

●  Check your shipping confirmation email for any mistakes in the delivery address
●  Ask your local post office if they have your package

●  Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at contact@vongrut.com with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

 

Orders

How are your products made?

For all prints and pillows

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

 

For tissues

Those are made in France by Le Carre d'artiste. Find below in French how they are made.

Le système d'impression de nos collections ne nécessite ni eau, ni papier transfert, ni recours aux produits polluants toxiques pour l'homme et la nature. Les encres et le fixateur biodégradables sont certifiés OEKOTEX et sont à base d'eau, sans métaux lourd ni produits chimiques.

L'impression et la couture des mouchoirs est réalisée exclusivement en France.

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at contact@vongrut.com.

 

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at contact@vongrut.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

 

Returns