GrandFlacon
FAQ
Clear answers about GrandFlacon gift packaging, custom orders, delivery, returns, and support. Select a question to see the answer.
What does a GrandFlacon order include?
GrandFlacon sells gift boxes and gift packaging. The exact contents, size, material, and any included accessories are shown on the individual product page. Unless a listing says otherwise, the gift or product placed inside the packaging is not included.
How do I choose the right box size?
Please check the dimensions on the product page and measure the item you plan to package before ordering. If you are unsure, email us with the item dimensions and we will help you choose a suitable option.
Will the colour or material look exactly like the product photos?
We present products as accurately as possible. Small differences in colour, texture, or finish can occur because of screen settings, lighting, and production batches. The product description and specifications are the best reference for your order.
Can I request a custom size, colour, logo, or wholesale order?
Yes. Send us your preferred size, quantity, colour, branding or finishing requirements, and destination country. We will confirm feasibility, minimum quantity, pricing, and production timing before you place a custom order.
Where do you ship, and how long will delivery take?
Available destinations and delivery options are shown at checkout. Delivery times depend on the destination, carrier, and customs processing. Any delivery estimate is an estimate, not a guaranteed arrival date.
Will I receive tracking information?
When tracking is available for your shipment, we will send the tracking details to the email address used for the order after dispatch.
Who pays customs duties or import taxes?
Any duties, taxes, or customs charges assessed by the destination country are the recipient’s responsibility unless checkout clearly states otherwise.
Can I change or cancel an order?
Contact us as soon as possible with your order number. We will check the order status, but a change or cancellation may not be possible once an order has been processed or custom production has begun.
What is your return policy?
Eligible unused items may be returned within 30 calendar days after delivery. Custom-made or personalized items are not returnable for change of mind. Please read our Returns & Refunds Policy before requesting a return.
What should I do if my item is damaged, defective, or incorrect?
Contact us within 7 days of delivery with your order number and clear photos of the item, outer packaging, and shipping label. Keep the packaging until we have reviewed the issue. We will provide the appropriate next step after confirmation.
Which payment methods can I use?
The payment methods available for your order are displayed securely at checkout. Payment processing is handled by the selected payment provider.
How can I contact customer support?
Email 3751736082@qq.com, call +86 199 3742 7596, or visit our Contact Us page. Our usual business hours are Monday to Friday, 9:00-18:00 (GMT+8), and we aim to reply within 1-2 business days.