CUSTOMER CARE
At The Groa Presence, each object is handmade and prepared with care for safe delivery. If you have questions about an order, a product, or shipping, you can reach us at thegroapresence@gmail.com. We aim to reply within 1–2 business days. Our goal is that every collector feels confident when purchasing a Groa object.
PRIVACY & SAFETY
Your privacy matters. Payments are processed securely by trusted third-party providers (e.g., Wix Payments or bank transfer). We do not store or have access to your full card details.
We only use your personal data to process orders, arrange shipping, and communicate with you about your purchase. We never sell your data to third parties. For access, correction or deletion requests, contact thegroapresence@gmail.com.
SHIPPING POLICY
We currently ship within Turkey and Europe (all EU countries, plus Iceland, Liechtenstein, Norway, Switzerland, and the United Kingdom).
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Shipping cost: currently free of charge on all orders.
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Delivery times: typically 5–15 business days within Europe; 2–7 business days within Turkey.
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Packaging: items are protected with bubble wrap, cushioning and sturdy boxes. Please keep all packaging until you decide to keep the item or if a return is needed.
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Damage on arrival: if your parcel arrives damaged, email thegroapresence@gmail.com within 48 hours of delivery with clear photos of the item and the outer packaging. After review, we will offer a refund or replacement (if available).
RETURN & EXCHANGE POLICY
You may cancel your order within 14 days of receipt without giving a reason. After cancellation, you have another 14 days to return the item.
How to return:
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Email thegroapresence@gmail.com with your order number before sending anything back.
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Items must be in original condition and repacked in the original packaging.
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Return shipping (including any customs duties/fees) is the buyer’s responsibility. Use a trackable service; we are not liable for lost or damaged returns.
Refunds: issued to the original payment method within 14 days of your cancellation notice, provided the item is received back in good condition. Original shipping was free and is not deducted; return shipping is not refundable.
Condition deductions: if original packaging is missing or the item is no longer resaleable as new, we may deduct up to 20%.
Non-returnable items: custom or personalized works; items used/altered after delivery.
COMPLAINTS & MEDIATION
If something is not as expected, please contact us first at thegroapresence@gmail.com so we can resolve it together.
PRICING & TAXES
Prices shown include applicable VAT where required. We reserve the right to update prices or correct obvious errors. Any import duties or taxes outside our shipping zones (if applicable) are the buyer’s responsibility.
LIABILITY
Each piece is carefully inspected and packaged. Our liability for loss or damage is limited to the value of the item purchased, except where prohibited by law. We are not responsible for indirect or consequential losses.
GOVERNING LAW
These terms are governed by the laws applicable at our business location unless mandatory consumer protection rules of your country provide otherwise.
CONTACT
The Groa Presence
Email: thegroapresence@gmail.com
For returns or complaints, please contact us before sending any parcel.
PAYMENT METHODS
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Credit / Debit Cards (Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay, iDEAL where available)
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Bank Transfer (offline, available upon request after checkout)
The charge on your statement may appear as GROA ART or The Groa Presence.