Over the last 8 years, we’ve grown into a global community of beautiful people with different personalities, perspectives and passions. What unites us all is our taste for amazing, authentic, African fashion - don’t you agree?
As we’ve expanded, naturally we’ve received a variety of requests and queries from you guys. So here is a helpful summary of all the most popular questions and their accompanying answers…
1. When does our special sale start?
Our long-awaited anniversary sale starts Tuesday the 23rd at 2PM GMT, 10AM Eastern Time, 7AM Pacific Time and ends on the 31st at 4PM GMT.
2. The sale starts in an hour, why is the website down?
We are using this hour to get the site ready for the sale to start, in order to make your shopping experience a smooth one.
3. Can I return an item I bought in the anniversary sale?
Don’t worry, if the dress doesn’t fit, you can return it for a full refund or store credit in case you would prefer an exchange! For your return to be successfully processed please ensure that:
Products must be returned within 45 days of receiving your order.
Products must be unworn and unwashed with all tags still attached (if your item had tags when you received it). As part of our sustainability efforts, we are removing the tags from all new products so don't be alarmed if you receive an item with no tags on.
We only offer refunds onto the original payment method used to make the order.
For purchases made by part-card, part-gift card, the refund will be applied to the gift card first.
Returns registered separately cannot be returned as one, even if they are from the same order. Combining registered returns will slow down the refund process!
Anything accidentally or incorrectly returned our way (that’s not a Grass-fields item) will be the responsibility of the sender, not Grass-fields. We’ll always do our very best to help out, but unfortunately can’t make any promises!
4. Can I change my order?
Unfortunately due to the volume of orders anticipated, we cannot change orders once you’ve hit the ‘place order’ button including the following:
Changing the item or size
Adding items to your order
You can request a cancellation and then reorder, but please allow up to 24 hrs. To cancel, email our customer service team at @email@example.com. In order to minimise this issue, please pay special attention to the size chart or alternatively slide into our DMs on Instagram!
*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.
5. Can I combine different orders?
We are unable to combine orders once you have placed them unfortunately. Due to the volume of orders we experience on a daily basis, it will be difficult for us to trace the orders to do so. We advise that you order all the items at once so you do not have to experience any inconvenience.
6. I’m in the EU, are there any extra fees for me?
Due to Brexit (we miss EU), there are customs and duties for parcels shipped to the EU. For Customers in the EU, please expect custom fees to be charged prior to the delivery of your parcels.
7. I’ve never shopped at Grass-fields before, what size should I get?
If you are confused about what size to order if you have never shopped with us before, here is a link to our size chart to help guide you through the decision making process: https://www.grass-fields.com/pages/size-chart
8. Can I reserve items in my cart?
Adding an item to your cart does not reserve the stock for your final checkout. Stock is only allocated once a payment has been confirmed.
If an item does happen to go out of stock by the time you reach checkout, we recommend proceeding with your payment for the remaining items in your cart. If you go back to add another item, you risk the website resetting your place in the queue.
Please note that any items in your cart prior to the sale will be removed when the website updates on March 23rd, for the launch of our anniversary sale.
9. One of my items is out of stock, and now I don’t want my other item, what can I do?
Unfortunately, if an item does happen to go out of stock by the time you reach checkout, we don't currently have the functionality to remove any additional items from your basket. If you do try and remove an item, this will result in the website taking you back to your cart; resetting your place in the queue, and putting your other items at risk as you begin the checkout process again.
In this instance, we'd recommend proceeding with your order/checkout and returning any items you no longer wish for, via our Returns Page.
10. Is shipping proceeding as normal?
We’re trying to. Minor delays are happening as we have reduced staff levels to limit the spread of the Virus in the workplace. During sale periods, this might be more frequent due to the volume of orders adding to the limited staff numbers.
Our most recent update is that we're currently only shipping from our warehouses from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So, don’t panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team.
We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.
11. When will my pre-ordered items be shipped?
There might be some items on Pre order, any item on pre order will have their ship from dates available on the website.
In case you have placed an order with some items on pre-order, we will not be able to ship the items separately. Your order will only be shipped once the pre-ordered items become available on the date specified for those.
12. My friend received my order, why haven’t I received mine?
We process orders in batches. Sometimes it happens that orders fall in different batches and as such are processed at different times thus have different delivery dates and times. Please be patient with us and your order will be delivered as we work hard to ensure you receive your parcel as soon as possible otherwise, we will contact you to notify you of any delays.
13. Do you have Klarna or Afterpay?
Unfortunately we don’t use Klarna or Afterpay, we only accept full payments.
14. I bought an item before a sale, can I get a refund?
If you have placed your order before the sale period for an item at full price, you will not be able to ask for a refund for the item if the item is placed under sale afterwards.
Got more questions? Talk to us, we’re more than happy to help.