FAQ


COVID-19 UPDATE

Due to travel restrictions and the closing of borders in Europe and North America we are experiencing a delays with international orders being delivered to customers in these areas. These delays may result in international orders taking up to 6 weeks to arrive. UK deliveries have not been affected.


Personal Shopper Service FAQ...


Q: How does your personal shopper service work?
A: If there's an item from Japan that we don't stock you can request it through our personal shopper service by sending us an email to info@grumpybunny.com

Q: Can I request an item that isn't fashion related?
A: Yes. We've shipped a varity of items through our personal shopper service including video games, books and food. If we can get it for you, we'll ship it to you.

Q: Where do you purchase items requested through the personal shopper service?
A: We only purchase items directly from the companies that own the brands so that we can guarantee their authenticity.

Q: Is there a fee for using the personal shopper service?
A: Our fee is included in the price quote for the requested item. 

Q: If I use the personal shopper service will I have to pay extra for shipping?
A: No. The shipping fee will be the same as it would be if you bought the item from our website.

Q: Will I have to pay import fees?
A: All items are sent to Grumpy Bunny headquarters in the UK first before being sent out to the customer. If you live in the UK/EU you will not have to pay import fees.

Q: How long will it take to receive my order bought through the personal shopper service?
A: Under normal circumstances it takes 4 weeks however we are experiencing a lot of delays with deliveries due to the COVID-19 situation. For customers in the US and Canada the delivery time for personal shopper orders might be up to 6-8 weeks.

Q: How do I pay for an item bought through your personal shopper service?
A: An invoice will be sent you through paypal. Unfortunately we only accept payments through paypal for this service.

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Grumpy Bunny FAQ...

Q: Do you ship outside of the UK?
A: Yes! We ship to anywhere in the world.


Q: Are the Japanese clothes sold on Grumpy Bunny authentic?
A: Yes. We buy our stock directly from the Japanese companies who own the brands. No middle man, no counterfeits, only 100% authentic Japanese brands.

Q: Where are the clothes imported from?
A: Everything is imported directly from Japan to Grumpy Bunny headquarters in the UK.

Q: Why do items cost more on Grumpy Bunny than they do in Japan?
A: Everything we stock has been imported from Japan which means our prices include the cost of importing the goods to the UK.

Q: Will I have to pay import duties?
A: All orders are shipped from the UK so if you are living in the UK/EU you will NOT have to pay import duties on any orders. If you are outside the EU you may have to pay import duties.

Q: How long will my order take to arrive?
A: The expected delivery time for UK orders is 3-5 working days. We are experiencing a lot of delays with international orders being delivered due to COVID-19. Currently the expected delivery time is 2-3 weeks for Europe and 4-6 weeks for the rest of the world.

Q: What is your return policy?
A: If you are not completely satisfied with your purchase you can return your order within 14 days of receipt for a refund. Returned goods must be in their original condition (unworn, undamaged and with tags still attached). If the returned items are not in their original condition a refund cannot be issued and the item will be returned to the customer. The customer is responsible for the return shipping costs. We recommend that you use a tracked or signed for service for your own protection. Please note that shipping fees are non-refundable.

Q: How do I return an item I ordered?
A: Contact us through the contact page or email us at info@grumpybunny.com We will send you our returns address, then simply post the item back to us within 14 days of receiving your order.

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Q: How do preorders work?
A: You order the item, and when it's released, we'll send it straight to you from our UK warehouse! Just like other Grumpy Bunny orders that are shipped from the UK, you won't pay high shipping costs or get surprise customs fees.

Q: Should I preorder this item I love?
A: YES! Preordering makes sure that your item will be reserved. Many of our items sell out very quickly, so we recommend you preorder whenever possible.