COMPLIMENTARY SHIPPING & RETURNS
Free gift wrapping with all orders. Please note, currently we are only able to accept orders to addresses within Japan. You will receive a shipping confirmation email with delivery details once your order has been delivered to the courier. Graff is not responsible for any unanticipated delays beyond Graff’s control.
Please allow 7 working days for Standard Delivery.
If you have ordered and engagement ring or have requested any additional service, this may take longer.
Please be advised that delivery times may vary for items that have been personalised or engraved. The engraving process typically requires up to 7 weeks, in addition to our standard dispatch times. However, this timeframe is indicative only and may be subject to change depending on the complexity of the request and the nature of the product.
Our Client Services team will contact you to confirm the expected dispatch date before your order is shipped. We recommend allowing additional time when ordering customised pieces, particularly during peak periods or for time-sensitive occasions.
If you would like to return one of our creations: you must notify our Client Services Team within 14 days from the date of delivery by calling our toll free number. Please note that Graff does not accept exchanges or refunds on fragrances or customised pieces.Returns may be made by carrier or in any of our designated boutiques in Japan. Cost of returning the product will be born by you if the reason for return is not our fault.
For more information about returns and exchanges, please visit our Return Policy.
If you have any question or require assistance, please contact our Client Services Team.
Toll free number: 0120-667-687
Our team is available to help you from Monday to Friday (Excluding holidays) from 11AM to 6PM EST.