Contact information

Last updated: 24 August 2026

Core Grid Gear is preparing to launch and is not currently accepting or fulfilling orders. The store is publicly viewable while we finish setting up. Details that depend on our final trading arrangements — including delivery costs, delivery times, available payment methods and our full registered business details — will be confirmed and published on this page before we begin selling.

We would rather hear from you than have you stuck. This page explains how to reach us, what to include, and how we handle complaints.

1. How to contact us

  • Email: info@coreframestudio.com
  • Contact form: on our Contact page

Email and the contact form are currently the ways to reach us. A telephone number, a postal address and our published support hours will be added here before the store begins selling.

2. Trader details

  • Trading name: Core Grid Gear
  • Country of operation: Kosovo
  • Email: info@coreframestudio.com

Our registered business name, business registration number and VAT or fiscal number where applicable will be published in this section before the store begins selling.

3. What to include when you contact us

Giving us these details up front usually saves a round of emails:

  • your order number, if the message is about an order;
  • the email address used at checkout;
  • the product concerned;
  • a clear description of the problem;
  • photographs, if the item is damaged, faulty or incorrect;
  • what outcome you are looking for — repair, replacement, refund or information.

4. How we handle complaints

  1. Acknowledgement. We confirm we have received your message and give you a reference.
  2. Review. We look at the order record, the delivery information and anything you have sent us. We may ask for more detail or photographs.
  3. Outcome. We tell you what we can do — repair, replacement, refund, redelivery or an explanation — and why.
  4. Follow-up. If you are not satisfied with the outcome, reply and ask for it to be reviewed again. Tell us why you disagree and we will look at it afresh.

We aim to reply to messages within one business day, Monday to Friday. Complex cases — for example those needing a carrier investigation — can take longer, and we will tell you if that is the case rather than leaving you waiting.

We do not promise a specific resolution time for every case, because some depend on third parties such as carriers.

5. Your statutory rights

Contacting us does not affect your rights under the Kosovo Law No. 06/L-034 on Consumer Protection, including your right of withdrawal and your rights where goods are faulty or not as described. See our Returns & Refunds Policy.

6. Escalation

If we cannot resolve a complaint between us, you may refer the matter to the competent consumer protection authority in Kosovo, or to the competent courts. We will publish that authority's current contact details here before the store begins selling.

For complaints specifically about how we handle personal data, see our Privacy Policy, which explains how to contact us and your right to complain to Kosovo's Information and Privacy Agency.