FAQs: Your Questions Answered
We've compiled answers to commonly asked questions about our products, services, and policies. Whether you're curious about shipping, returns, or product details, you'll find the information you need right here.
Product
Where do your products come from?
Our products are made in Portugal
Where can people buy your products?
In addition to our online shop, we work with small shops where you can find a selection of our assortment.
How do I clean my ceramics?
You can clean your dishes in the dishwasher.
Is the ceramic microwave safe and ovenproof?
You can find the care instructions in the description of each item on our website.
Order & Payment
How does the ordering process work?
Once you've decided on an item, add it to your shopping cart. Once you have all the items you want in your shopping cart, click on Checkout, enter your address and select a payment method in the last step.
By clicking on Pay now your order is completed.
After completing your order, you will receive an order confirmation from us by email.
In the confirmation you will find a link to check thestatus of your order.
As soon as your order has left our warehouse, you will receive a shipping confirmation email and a tracking link.
What should I do if I don't receive an order confirmation?
Please send us an email to info@grainbygrain.de. We'll take care of it!
What payment options are available?
You can pay with PayPal, credit card, Apple Pay and Google Pay.
Shipping & Delivery
When do I receive a shipping confirmation?
As soon as your order has left our warehouse, you will receive ashipping confirmation email and a tracking link.
How much does it cost?
Please check our shipping costs here here.
Can I track my order?
Yes. As soon as your order has left our warehouse, you will receivea shipping confirmation email and a tracking link.
How long does delivery take?
- Germany: 3-5 working days
- Austria: 5-9 working days
- Rest of Europe: 8-12 working days
Where do you ship to?
You can find an overview of the countries here.
Returns
What can I do if my goods arrive damaged?
If you receive broken goods, please send us an email to info@grainbygrain.de.
It is important that you send us a picture of the defective items and how itwas packed, so that we can avoid this in the future. We will then take care of a replacementdelivery as soon as possible.
How long can I return products?
Within the first 14 days, you have the option of returning your products to us within the framework of the statutory right of withdrawal.
How do I return the products?
If you don't like an article of your order, you can easily return or
exchange it within 14 days.
RETURN INSTRUCTIONS:
1. Please send us an email to info@grainbygrain.de. Please mention your order number and the email with which the order was placed, as well as the items you would like to return.
2. For shipments within Germany, you will receive an e-mail with a QR code that you can easily scan at DHL and leave with your package. Alternatively, you can print out the return label.
For shipments outside Germany, please send the items directly to
Grain by grain
C/o MSE – Marketingservice Ebeling
Lempenseite 58
69168 Wiesloch
Germany
3. It is important that the goods are packed exactly as you received them. This is the only way to guarantee that the items arrive back to us undamaged and that we can refund you the full amount.
4. As we are a small company, we are unfortunately unable to cover the costs of returns. For returns within Germany, the cost is a flat rate of 6,09 €.
5. As soon as we have processed your return, you will receive a confirmation email from us.
Where do I send a return to?
Grain by grain
C/o MSE – Marketingservice Ebeling
Lempenseite 58
69168 Wiesloch
Germany
How long do I have to wait for the refund?
You will receive a refund of the returned items within 14 working days of sending the return confirmation email via the payment method you used for your purchase.