Help & FAQ

How is Grafitee operating?+

Grafitee is a marketplace specialized in selling original and graphic t-shirts. The website is gathering several independent brands, carefully chosen around the world. When you are buying on Grafitee, the brands are directly taking care of processing, shipping and following the order as simply as possible.

How to proceed with my order? +

Once the selected products have been added to your cart, you will be either suggested to connect to your account or enter your postal address. If you already have registered to a customer account, you will just need to connect and check / update your personal information before proceeding to payment.

If this is your first order, you will need to enter your postal address before proceeding to payment. Once the order finalized, a password will be sent to you by email. You can modify it at all times by connecting to your customer account (My account).

In both cases and before proceeding to payment, shipping costs will be communicated to you. They are calculated according to the country you live in (where the order should be shipped to), the number of items in your order (per brand) and the country the brand is shipping from. No matter the carrier chosen by the brand, all parcels will be sent through recorded delivery parcels with a tracking number that will allow you to follow the order directly from you customer account (My account / My orders). Simple, transparent, efficient!

How to choose my size? +

Depending on the brands and products, sizes may vary. This is why we have created a size chart customized for each brand. These charts are available directly from the product page and also from the brand page (“size chart”). Measurements are in cm (metric size) and inches (US size).

On each product page you can also find the type of cut (“Loose”, “Regular” or “Fit”) and the fabric details (100% cotton base, tri-blend…). This information will also be of help when choosing your size. For example, if you like to wear your tee-shirts loose and that the tee you have chosen is a “fit” one in polycotton (a mix of cotton and polyester), do not hesitate to take one or two sizes above your usual size.

What are the payment methods available? +

In order to provide you with a simple and secured solution, we have chosen to use PayPal online payment method. You can therefore pay your order directly through your PayPal account or by credit card (without needing to create a PayPal account). PayPal is accepting the following credit cards: Visa, MasterCard, American Express, Maestro (UK), CB (FR)…

How to use my discount voucher?+

To use your voucher, simply enter the voucher code in the appropriate field on your order page, right above the “pay” button. The discount will then automatically apply to the total amount of your order, updated in real time before processing to payment.

Why won’t my payment go through?+

If your payment is declined, please check if the information you have provided PayPal with are correct. It is also possible that your credit card company may have declined the payment; you should then get in touch with your bank. If the problem remains, we advise you to try again later.

To save you some time, you can find your whole cart in your favorites (My account / My Saved items) if you haven’t proceed to payment. You will then need to log in to your customer account with your login and password if you have an account, or to log in with the password sent to you by email if this is your first order.

How are the shipping costs being calculated?+

A fixed scale has been established in order to calculate shipping costs on a three criteria basis:

1. The country where the order should be received
2. The country the order is being shipped from
3. The number of items per brand in each parcel

All products are being sent through recorded delivery parcels. In order to be easier to understand, prices have been standardized no matter the shipping country and the carrier chosen. Please check the shipping cost chart.

Will I pay customs fees? +

Grafitee is an international marketplace. According to the total amount of your purchase and depending on the country your order is being shipped from, you might be asked to pay for import duty or taxes by your own country’s authorities. These fees can be asked several days after you receive your parcel. If you and the brand are living in the same economic zone (for example the EU) you can benefit from duty exemption.

In all cases, even if there are only small chances that additional taxes are required (because total amount of the orders are not usually very high), we cannot anticipate nor prevent from your country’s authority to require import duty and cannot guarantee anything in that matter.

How long will it take before I receive my order?+

Delivery time may vary depending on the products you are purchasing. They may differ according to your country, according to the country the order is being shipped from and according to the brand operating method (shipping from stock, printing on demand…).

For each product, delivery time is shown when you proceed with your order, before payment and depending on the postal address you have entered. They are also sent to you by email with your order summary.

Please be aware that these are only estimated times based on an average delivery time observed. You will find below the delivery time chart. We advise you to check this chart in case of a doubt or delay before you get in touch with the seller.

National delivery: in stock (3 to 6 days) / printing on demand (8 to 12 days)
Continental delivery: in stock (4 to 7 days) / printing on demand (12 to 16 days)
International delivery: in stock (7 to 15 days) / Printing on demand (15 to 21 days)

If you haven’t received your order and that delivery time is exceeded, please check with the recorded delivery parcel number and the carrier. For more information, you can also contact us.

How to follow up my order? +

Once your order has been shipped, recorded delivery parcel numbers are sent to you by email. For each order, you may have one or more tracking number depending on the products bought. For example, if you have ordered products from two different brands, you will therefore receive two tracking numbers, hence two different parcels.

Can I modify, complete or cancel my order?+

To modify or change/complete your order and if the reason of the change is a wrong or missing information provided, you can simply contact us from your customer account, if possible before you receive a confirmation that your order has been sent to you. If your order has already been sent, do not hesitate to get in touch to find a solution.

To cancel your order, and in line with our terms and conditions and French legislation, you will have 7 (seven) days to cancel your order, starting from the day after you receive your order. To exercise this right, you shall send your cancellation request to Grafitee through registered letter with acknowledgement of receipt (you may find our postal address in our terms and conditions). This will result in reimbursing the total amount of the order after checking the number and condition of the articles returned. Return fees with be at your charge. Beyond this legal period of 7 (seven) days, it will no longer be possible to cancel your order.

Can I return or exchange my products?+

No, unless there is a defect or mistake in your order, products that are sent by our partner brands cannot be returned nor exchanged. This is why you should pay extra care in checking the size chart at your disposal as well as all the information provided in the products pages. However, in case of trouble, do not hesitate to contact the seller to find a solution.

If your product is defective, is not the one you ordered or for any other conformity issue, we invite you to check our terms and conditions to see our return and exchange policy.

There is a problem with my order. What should I do?+

Grafitee is a marketplace. The sellers (or brands) are directly in charge of shipping and following-up your order, as well as handling the after sales services.

If you are not satisfied with the handling of your issue or if you don't receive any answer at all, you can send us an e-mail through our dedicated contact form. Be careful, we do not take care of the problems you may have with your orders unless you have tried to solve them with the brand first.

I don't know what to choose between meatballs or mac & cheese. Can you help?+

Here at Grafitee, we often have an opinion about everything. But as they say "different strokes, different folks" so we won't be able to help you out on this. Sorry!

I didn’t find my answer here. How can I contact you?+

If you didn’t find what you were looking for in this FAQ or if you are having trouble to follow your order with a brand or with after sale services, you can reach us by e-mail through our contact page. Please make sure that you share your personal details so that we can reach out to you.

Please be aware that we will not take action regarding one of your orders before you try to solve it directly with the brand first. As a reminder, Grafitee is a marketplace. Therefore brands are directly in charge with processing, shipping and following your orders, as well as with after sale services. You can get in touch with the brand at all times from your customer account (My account / My orders / Contact the seller).