Last updated: October 23, 2026

GritFell has two product lines, made by different partners. Each line follows its own return terms:

• Embroidered items (hats, sweatshirts and quarter-zips): stitched to order at our partner embroidery workshop in Da Nang, Vietnam.
• Printed items (T-shirts, sun hoodies, polos, button-down shirts and swim trunks): printed to order by our production partners in Vietnam or China, depending on the item.

The product page tells you which line an item belongs to. Business days are Monday to Friday, excluding public holidays. All times are estimates for normal conditions, not guarantees.

Contact us with your order number and a clear photo of the item and the problem to start a request. Do not send anything back before we approve it.

A. Embroidered items: our 30-day promise

Every embroidered item, personalized or not, is covered for 30 days from the day tracking shows your parcel delivered.

1. What we cover on every embroidered item: we remake or refund

We reship a corrected item at no cost, or refund you if a remake is not the right fix, when the problem comes from us:

• Design or embroidery errors: the stitched design does not match the product photo, is off-center, blurry or incomplete, or has a production defect (loose stitching, holes, puckering, thread breaks).
• Personalization errors we made: the text differs from what you typed at checkout (a misspelling on our side, a missing letter, wrong placement or the wrong thread color you selected).
• Wrong item: a different product, size or color than the one you ordered.
• Damaged in transit: torn, stained or crushed on arrival. Please photograph the package and the item when you open it.

In most cases you do not need to send anything back. If we do need the item returned, we tell you how and cover the return postage.

2. Embroidered items without personalization: size, color or change of mind

You can return the item for a refund, or exchange it for another size or color, within 30 days of delivery, as long as it is unworn, unwashed and in original condition. Contact us first; we confirm eligibility and send the return instructions. You cover the return postage; we cover postage on the replacement. Refunds are issued once the item reaches our workshop and is checked.

3. What we cannot cover on embroidered items

• Information entered incorrectly at checkout on personalized items: we stitch personalization exactly as typed, so a misspelled name or wrong date cannot be returned or refunded. Please double-check before you order.
• Change of mind on a personalized item. It is made just for you and cannot be resold.
• Items that have been washed, worn or damaged after delivery, unless the problem is a production defect.
• Requests made more than 30 days after delivery.
• Late delivery on its own. If the carrier confirms a parcel is lost in transit, we reship or refund it.
• Losses caused by an incorrect address, or after tracking shows the parcel "delivered".

4. We check before we stitch

Before your order goes into production, we review the personalization details. If something looks like a typo or is missing (for example, Custom selected with an empty name, an unusual spelling, a date in a name field, or text too long to stitch cleanly), we email you to confirm and only start once you reply. To change your personalization, contact us within 24 hours of placing the order; after that, production has started.

B. Printed items: 30-day return policy

You have 30 days after receiving your printed item to request a return. We accept design errors, manufacturing defects and incorrect items shipped (wrong product or wrong size).

• For items that are not defective, a return is accepted only when the item you received does not match the item you ordered because of an error on our part or our partner's part. We do not offer returns or size exchanges for change of mind or for a size you picked.
• Defective items are reshipped at no cost. If a reshipment is not a suitable fix, we offer a partial or full refund depending on the case.
• An item is eligible if, for example: the printed image is hazy or not centered; the package was sent in error and does not match the order; it was damaged in delivery (torn, dirty); or the size, color or style is different from your order.
• To request a replacement, email us a photo of the item you received together with the shipping label and the QR code on the package.
• Personalized printed items (a custom name, team, number or year) are made just for you, so they are final sale: we cannot take them back for a change of mind or a size you picked. If we misprint your personalization or the item is defective, we remake it free.
• Items that arrive back washed, worn, damaged or without the original bag or box are not eligible for a reshipment or refund. Returns are accepted only for unused and unwashed items in the same condition as received.
• We cannot cover items damaged or missing parts for reasons not caused by us.

C. Return address

Use this address only after we approve your return: FoxEra Company Limited - GritFell Returns, 4th Floor, 53-55 Hoang Van Thu, Hai Chau District, Da Nang 550000, Vietnam. Parcels sent without contacting us first cannot be matched to an order. Do not send items to the sender address printed on your package: that is the production partner and it cannot accept returns.

D. Refunds

A receipt or proof of purchase is required. After we review your request, we email you whether the refund is approved. Approved refunds go to your original payment method within 14 days. If you do not see it, first check your bank account, then contact your card company or bank, as posting can take a few more days. If you still do not see it, contact us.

Contact

Email: support@gritfell.com
Phone: +84 934 795 488
Support hours: Monday to Friday, 7:00 AM to 9:00 PM Vietnam time (GMT+7)
Response time: within 24-48 hours on business days
Company: FoxEra Company Limited, a company registered in Vietnam
Office & design studio: 4th Floor, 53-55 Hoang Van Thu, Hai Chau District, Da Nang 550000, Vietnam
Business address (international): 94-96 How Ming Street, Kwun Tong, Kowloon, Hong Kong (no products are made or shipped from Hong Kong)

GritFell is a brand of FoxEra Company Limited, a company registered in Vietnam. Office: 4th Floor, 53-55 Hoang Van Thu, Hai Chau District, Da Nang 550000, Vietnam.