Frequently Asked Questions

[accordion openfirst=true clicktoclose=true][accordion-item title=”Where is my order?”]If you have selected home delivery, you can query the status of your order at any time in My orders in the My account section. If you are not registered at Grotte, you can access directly in the Orders section. In this case, you will have to enter your e-mail address and order number.[/accordion-item][accordion-item title=”How can I exchange or return an item purchased online?”]You have up to 30 days from reception of your order to exchange your item for another size or request a refund.

It’s very simple! All items may be returned to stores* in the United Kingdom that sell the collection being returned. To locate your nearest store, access the Search for a store section.

*This service is not available in certain stores.

Items from other collections may only be returned to a Post Office or via our home pick-up service.[/accordion-item][accordion-item title=”Can I cancel or change my order?”]At the moment, it is not possible to cancel or change your order because we prepare your order once you confirm it on the website.[/accordion-item][accordion-item title=”I have a promotional or discount code. How do I use it for an online purchase?”]When you arrive at the order summary*, click on ‘Promotional code or gift voucher’.

If you do not spend the full amount of your gift voucher, you can use it for your next purchase!

To query the balance of your gift voucher, access the Gift vouchers section.

*Only one Gift voucher or promotional code may be used per purchase.[/accordion-item][accordion-item title=”What are the delivery types?”]The delivery dates and charges depend on the type of delivery. You can choose between home delivery, collection from a wide selection of Grotte stores or delivery to a Collect + location of your choice.[/accordion-item][accordion-item title=”How can I pay for my purchases?”]You can choose between various payment methods:


Visa, Visa Electron, MasterCard, Maestro or Solo. Payments with debit cards will be charged in real time.


To pay via PayPal, select this payment method and click on ‘Confirm payment’. You will then be redirected to the PayPal website to proceed with the payment.[/accordion-item][accordion-item title=”I have not received all the items in my order. What should I do?”]Check your e-mail to see whether we have sent you an e-mail informing you that one of the items in your order is not available. In this case, we will refund you the corresponding amount for this item and the delivery expenses via the same payment used for the purchase.

If you have not received any e-mail, contact Customer Services and will we reply to you as soon as possible.[/accordion-item][accordion-item title=”The items received are incorrect or are defective. What should I do?”]If you have received an item which is defective or different to the one purchased, we will refund these items and the delivery expenses as soon as we receive them at our warehouses and inspect the condition of the garments.

To process the return, you must complete the returns note and enclose it in your parcel.[/accordion-item][accordion-item title=”Are the items included in the shopping basket reserved automatically?”]No, including an item in the shopping basket does not reserve it or guarantee its availability. Some much-in-demand items may go out of stock before you confirm your purchase despite being available when you added them to your shopping basket.[/accordion-item][accordion-item title=”In which countries can I shop online?”]You can currently shop online in all European Union countries and in much of America, Asia and Oceania.[/accordion-item][/accordion]


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