Grimfrost

Hello Kavan, Edited to add: Please contact customer support with pictures of the chain to ensure that you haven't been sent a brass chain by mistake. Sorry to hear about your experience. We want to be extremely clear with that you have not been lied to. You can rest assured that you get what you read in the product description when purchasing from us. We hope that the information below answers some of your questions and that you'll remain a customer with us. If you are doubtful, then you are welcome to take the chain to any local goldsmith and verify the below facts: 1) Our stainless steel necklaces are made out of 316L Stainless Steel, which is used in medical and pharmaceutical practices, such as: Surgical instruments, bone implants, and medical tubing. 316L stainless steel contains about 10–14% nickel, but it is considered hypoallergenic. Its extremely low-carbon structure creates a stable molecular bond and high corrosion resistance, ensuring minimal nickel is released onto the skin. It is widely regarded as safe for most people with nickel allergies. However, if you are sensitive, you might still get a reaction. 2) The plating is a PVD (Physical Vapor Deposition) gold coating, which is a vacuum-based process that vaporizes real gold and bonds it at the molecular level to the 316L stainless steel. It creates an ultra-durable, hypoallergenic, and tarnish-resistant finish frequently used in jewelry and watches.

Hello Dennis, We can't control what import taxes and custom fees countries outside the EU have. However, generally speaking, it is cheaper to pay those than the VAT that all EU customers pay on their orders. Governments need their taxes, like it or not :) Regarding the other topics - we understand that you are disappointed. It all sounds really strange. We have never heard of anyone having to pay triple shipping fees, or gettin an invoice for a free horn (those were shipped out in quite large numbers, and no one has received an invoice for them - we don't even send out invoices). We will forward this to customer support who will try to locate you in our system. If you haven't heard from them in a few days, please get in touch with them here: https://grimfrost.com/pages/contact-us

Hi Sandra, Sorry to hear that you're disappointed regarding the Canadian import taxes. There is nothing we can do about the different custom fees and import taxes in various counties. Those fall under domestic politics that we have no influence over. It is correct, we do ship across the world and are proud of it. Within the EU (European Union) we collect VAT on every order, which is roughly a 20-25% addition to the price. This is easy in the EU with the VAT being a fixed percentage in each country. Prices in the EU webshop are therefore displayed including VAT. However, it is impossible for us to calculate different countries tax rates at checkout. It is very complicated and each country has their own routines. This is why we have noted this on our Shipping page - with a specific entry regarding Canada that has quite high import costs (worth noting is that the import taxes of most countries are usually less than what EU inhabitants pay in VAT). Import taxes are generally not a suprise to inhabitants in all the different countries. They are generally quite well-versed in their own customs fees and import taxes.

Sorry to hear that you feel pillaged. All garments have detailed measurement guides and size charts on the product pages, which should miminze the chances of ordering the wrong size. When it comes to returns - it's actually quite simple. How would you have felt as a customer if the trousers you ordered had hairs on them upon arrival? Probably not satisfied. Returned products need therefore to be in the same condition as when received (=new and unused). Otherwise we won't be able to put them back into stock, since we certainly won't ship out trousers with hairs on them. When it comes to sending them back - we're not asking for anything extra ordinary. If you sent us trousers that can't be put back into the stock, then you should naturally cover the shipping back to you. We hope that you can look at this objectively and understand our standpoint.

Thank you for your kind words.

Sorry to hear that your ordered item was out of stock. That can, unfortunately, happen at rare times due to glitches in the system. We understand that it can be frustrating to wait for a reply. Our customer service usually replies within 24 hours, unless it is a weekend or a holiday in which case it may take longer. Your order was placed on March 28, the Saturday right before Easter week which contains several holidays. This, together with time zone differences, pushed back our reply to April 7th, which was the first work day after Easter. We hope that you understand and that you are satisfied with customer service's effort to give you a satisfying solution.

Sorry to hear that. Our customer service replies within 24 hours on weekdays. Emails sent on Fridays are therefore often replied to on Mondays (there may be a time zone difference as well since we are in Sweden). You placed your order in December, which is a hectic month. It was very unfortunate that the gold plated Thor's Hammer was out of stock, as well as the chain you wanted. We rarely experience this, since inventory levels are automated - but during hectic periods, like in December, there can be glitches. Apologies again John for the trouble. Hope you'll give us another chance.

Huge apologies for the late reply. No disrespect intended. Orders placed around October suffered insane delays due to the new, sudden border regulations in the US. Tariffs, government institution handling (FDA, Fish & Wildlife etc.), immense backlogs everywhere and warehouses so full that couriers had to use facilities in Alaska. Our customer service, that usually replies within 24 hours, was under such a heavy burden that it took a bit longer for them a few days extra to get back in some cases. Add to that the fact that they couldn't get any info from UPS regarding why certain packages were stuck, where they were stuck and for how long. The good news are that all that was sorted out long ago, and our current orders flow as always into the US without any extra tariffs or administartive fees for our customers. Hope you understand and will give us another chance.