Package help:

If you have any questions or issues with an order you've placed such as tracking, damaged or missing items etc. please email the fulfillment centers support team at:

help@whitesquirrel.com

Please note they can only answer questions about your order and will not be able to answer Lord Gris specific questions (I.E. when will items be restocked etc.).

Shipping:

Where are you shipping from:

Orders are currently shipped out of our fulfillment center in Washington (USA).

 

Do you ship internationally:

Absolutely, Lord Gris currently ships Internationally with the exception of the UK. As a small operation we are unable to acquire bulk rate shipping prices so international orders may have a high shipping cost. For UK customers: We are currently working on a solution for opening the store to UK customers in the future.

When will my order ship out:

Orders are packaged by a small team at our fulfillment center. They do their best to ship within one week of placing your order, however at times of high volume the shipping process may be delayed. We appreciate your patience as they do their best to get your order to you!

I've placed multiple orders, can you combine them?:

Absolutely! Please email the team at help@whitesquirrel.com and they can help you with that! Please allow a few days for them to respond as they are a small team with a lot of emails to manage!

 

Can you sign or personalize an item in my order?

Unfortunately the products are in a different location from the artist so no personalization can be made at this time.

The acrylic charm/standee I ordered has scratches on it:

All acrylic items have a thin protective seal on the back to guard against scratches. Once you receive your item please peel this layer off, it may be difficult to detect as it is tightly sealed but once removed your keychain should be scratch free!

What are these extra fees I have to pay for customs?:

Some countries have import fees that must be paid before you can receive your item. It is your duty to pay these fees and not the responsibility of the artist or fulfillment center. If you are outside of the U.S. please check what your country's import fees are to determine if you are able to pay the amount before purchasing.

 

I didn't pay my import fees and my order was sent back, can I get it sent to me again?:

We are happy to reship your package to you once it has been received back to us, as long as you are able to pay the cost of shipping your package again. Please contact our support team at help@whitesquirrel.com if you wish to do this.

Will I be charged Sales Tax or VAT?

If you are located within the United Kingdom, you will have to pay VAT at the time of purchase.

If you are located within the European Union, you may have to pay VAT at the time of importation, as determined by your local customs authority. By placing an order on this store, you agree that you are responsible for these charges.

What is your return policy:

All purchases through Lord Gris are final, we cannot process returns at this time. If you have received a damaged or incorrect item please do not hesitate to contact us at help@whitesquirrel.com