Frequently Asked Questions (FAQ)

Welcome to the ERŐ GRACE FAQ section. We want your experience with us to be transparent and inspiring. Find answers to your main questions about orders, shipping, products, and more here. If you can't find what you're looking for, please don't hesitate to contact us.

Orders

How do I place an order?

Browse our collection, add the items you want to your cart, and proceed to checkout. There, you can enter your shipping and payment details. After confirmation, you'll receive an email with your order details.

Can I change or cancel my order?

Due to our Print-on-Demand production model, orders are processed quickly. If you need to change or cancel, please contact us within 12 hours of placing your order at suporte@erograce.com. We will do our best to help, but we cannot guarantee changes or cancellations once production has started.

How do I track the status of my order?

Once your order ships, you will receive an email with a tracking number. You can use this number on the carrier's website to track your ERŐ GRACE piece on its journey to your door.

Shipping

What are the delivery times?

Our delivery times vary depending on the destination and are in addition to the production time (which is usually 2-7 business days). Please expect the following delivery times:

Portugal: 5-8 business days
Europe: 6–8 business days
International (including Brazil): 10-21 business days

What are the shipping costs?

Shipping costs are calculated at checkout, based on the weight and destination of your order. We offer free shipping on orders over €50 (fifty euros).

Who is the carrier responsible for my order?

We work with the best logistics partners to ensure your order arrives safely. Most shipments are handled through the Printful network (our production partner), which uses local and international carriers like DHL, CTT (in Portugal), or other relevant postal services in your region.

Will I receive a tracking number?

Yes, all orders are shipped with a tracking number, which will be sent to you by email as soon as your order leaves our production center.

Payments

What payment methods are accepted?

We accept a wide range of secure payment methods for your convenience:

Credit/Debit Cards (Visa, Mastercard, American Express)
PayPal
Apple Pay

Is my payment data secure?

Absolutely. The security of your information is a priority. All transactions are processed through secure, encrypted platforms, ensuring your personal and financial data is protected.

Will I receive an invoice for my purchase?

Yes, you will receive an electronic invoice by email along with your order confirmation. This invoice will serve as proof of your purchase.

Sizing

How do I choose the right size for me?

To ensure a perfect fit, we highly recommend consulting our detailed Size Guide, available on each product page. Measure a piece of your own clothing that fits you well and compare it with our measurements to choose the ideal size.

Can I exchange an item if the size isn't right?

Yes, we understand that choosing a size online can be challenging. We offer size exchanges within 30 days of receiving your order, provided the item is in the same condition as you received it, unworn, unwashed, and with the original tags attached. Please see our Returns section for more details.

Returns

What is ERŐ GRACE's return policy?

We want you to be completely satisfied with your purchase. You have a period of 30 days from the date you receive your order to request a return or exchange. All returns are accepted under the following conditions:

The item must be unworn, unwashed, and in the same condition as you received it.
It must have the original tags intact.
Items damaged by misuse or normal wear and tear will not be accepted.

How do I make a return or exchange?

To start the return or exchange process, please follow these steps:

Contact our customer support at suporte@erograce.com, providing your order number and the reason for the return/exchange.
Wait for detailed instructions from our team on how to proceed with sending the item back.
After we receive and inspect the returned item, we will process your refund or ship the new size/item (as agreed) within 5-7 business days.

Shipping costs for returns (except in the case of a product defect) are the customer's responsibility.

Products

What materials are used in your pieces?

At ERŐ GRACE, we carefully select quality materials to ensure comfort and durability. Our T-shirts are predominantly made with the Gildan 64000 model, known for its softness and modern fit, composed of 100% ring-spun cotton (or polyester blends for specific colors). Our Hoodies use the Gildan 18500 model, a cotton and polyester blend (50/50) that offers warmth, comfort, and durability.

How should I care for my ERŐ GRACE piece?

To keep your piece's quality and print vibrancy for longer, follow these washing recommendations:

Wash inside out, in the machine, with cold water (max. 30°C / 86°F).
Use mild detergent and similar colors.
Do not use bleach.
Tumble dry on low or, preferably, air dry.
Iron inside out, at a low temperature, without ironing directly on the print.
Do not dry clean.

Does ERŐ GRACE care about sustainability?

Yes, sustainability is an important pillar of our brand. By operating with a Print-on-Demand model, we significantly reduce stock waste and overproduction, manufacturing only what is actually ordered. Our production partners also strive for responsible practices, using water-based inks and processes that minimize environmental impact.

Production

What does "Print-on-Demand" mean?

Print-on-Demand (PoD) means each piece is printed and created individually only after we receive your order. Unlike traditional stores that keep large inventory, we produce each item "fresh" for you. This allows us to offer a wider variety of designs and sizes without excess stock.

Why do orders take longer to arrive than from stores with stock?

Because our model is Print-on-Demand, each piece needs to be produced after your order. This includes the time for printing, finishing, and quality control before it is shipped. This process of careful customization and creation takes a few days (usually 2-7 business days of production) before the item is dispatched for shipping, which can result in a slightly longer delivery time compared to stores that ship pre-produced items from stock.

Is the quality of Print-on-Demand products guaranteed?

Absolutely. We work exclusively with high-quality production partners, like Printful, who use state-of-the-art printing technology and durable materials. All pieces go through rigorous quality control before shipping to ensure you receive a flawless product, up to ERŐ GRACE standards.