We love to answer your concerns
ORDERS & PAYMENTS
Can I cancel or modify my order after placing it?
We process orders quickly to ensure fast delivery. If you need to make a change, please contact us within 2 hours of placing your order. Once an item has been dispatched from our Dubai gallery, we cannot modify the order, but you can utilize our returns process once it arrives.
Do you offer "Pre-Orders" for upcoming releases?
Yes. We secure allocations for highly anticipated releases (like Championship F1 cars or Limited Edition Supercars) before they hit the general market.
- How it works: You pay a deposit or full amount to secure your allocation.
- Release Dates: These are estimated by the manufacturer and can change. We will keep you updated via email on any production delays.
What payment methods do you accept?
We accept all major credit/debit cards (Visa, Mastercard, Amex), Apple Pay, and Google Pay. For our UAE clients, we also offer Tabby & Tamara (Buy Now, Pay Later) for interest-free installments on higher-value collectibles.
Is my payment secure?
Absolutely. Our store is powered by Shopify, which is Level 1 PCI DSS compliant—the highest standard for payment security. We do not store your credit card details.
SHIPPING & DELIVERY
Where do you ship from?
All items are inspected, packed, and shipped from our temperature-controlled facility in Dubai, UAE. This ensures that local GCC orders arrive rapidly without crossing multiple borders.
Do you offer Same-Day Delivery in Dubai?
Yes. For our Dubai clients who need a "Grail" immediately (for a last-minute gift or event), we offer Same-Day Concierge Delivery.
- How it works: We utilize premium courier services (such as Careem Box or Porter) to deliver your item within hours of purchase.
- Cost: This service incurs an additional delivery fee based on your location.
- How to book: Please contact us via WhatsApp or Email before placing your order to confirm availability and timing.
Can I pick up my order directly from you?
Yes, we offer a Private Collection service from our Dubai facility for clients who prefer to handle their items personally.
- Policy: Pickup is available by appointment only.
- Process: Contact our team after placing your order. We will prepare your item and schedule a convenient time slot for you to collect it.
Do you ship internationally?
Yes, we ship globally upon request. Aditional delivery charges may apply.
- GCC (Saudi, Qatar, Kuwait, Oman, Bahrain): 2-4 Business Days via DHL Express.
- Rest of World (USA, UK, Europe, Asia): 4-7 Business Days via DHL/FedEx International Priority.
Will I have to pay Customs or Import Duties?
- UAE Orders: No duties. The price you see is the price you pay.
- International Orders: Shipments outside the UAE may be subject to import duties and taxes levied by your local customs authority. These fees are the responsibility of the customer. We recommend checking with your local customs office for specific rates.
How do you package fragile models?
We are collectors first, so we understand the anxiety of shipping delicate items.
- Standard Protection: All models are wrapped in impact-resistant bubble wrap.
- Double Boxing: We use an inner manufacturer box and a crush-proof outer shipping box with cushioning voids filled to prevent movement.
- Fragile Tape: All boxes are clearly marked for careful handling.
PRODUCT & CARE
What is the difference between "Diecast" and "Resin"?
This is the most common question for new collectors.
- Diecast (Metal): Traditionally feels heavier and often features opening parts (doors, engine hood, trunk). Great for seeing engine details.
- Resin (Composite): Usually sealed body (no opening parts) but allows for much sharper, more accurate body lines and intricate aerodynamic details. Most modern high-end supercars and F1 models are now made of Resin to capture perfectly accurate shapes.
Do the models come with a display case?
Most 1:43 and 1:18 scale high-end models (like Amalgam, BBR, Looksmart) come with a premium base and an acrylic dust cover. Standard diecast models (like Autoart or Minichamps) usually come in a window box but may not include a separate acrylic case. Please check the "What's in the Box" section on the product page.
How should I clean/dust my models?
Never use water or household cleaning sprays.
- Dusting: Use a high-quality, ultra-soft makeup brush or a specific Tamiya anti-static brush.
- Polishing: Use a microfiber cloth gently.
- Sunlight: Always keep your models out of direct sunlight to prevent decals from peeling and paint from fading.
RETURNS & WARRANTY
What if my item arrives damaged?
Despite our "bomb-proof" packaging, accidents can happen in transit.
- Do not throw away the shipping box.
- Take photos of the damaged box and the specific damage to the model.
- Contact us immediately (within 48 hours of delivery) at support@grail27.com.
We will arrange a replacement or a full refund including shipping costs.
What is your Return Policy?
To guarantee the pristine, untouched condition of our pieces for every client, we strictly enforce our return policy. We do not accept returns or exchanges for opened items, worn merchandise, or a general change of mind.
Accidental Orders
If you placed an order by mistake, we will accept a return strictly within 7 days of delivery. To qualify, the item must remain completely unopened, factory-sealed, and in its original, undamaged packaging.
Transit Protection
Your piece is fully protected during transit. If your item arrives damaged or defective, please contact our team within 48 hours of delivery. To help us verify the transit damage and file a claim with the courier, kindly provide clear photos of both the damaged item and the original outer shipping box. We will work with you immediately to arrange a replacement or a refund. Read More at Return & Refund Policy
GIFTING & CONCIERGE
Can you help me choose a gift?
Yes! If you are buying for a husband, father, or partner and don't know a Ferrari from a McLaren, just message us on WhatsApp. Tell us what car they drive or watch on TV, and we will recommend the perfect "Grail" that fits your budget.
Do you offer Gift Wrapping?
Yes. At checkout, you can select "Premium Gift Experience." We will wrap the model in our signature Grail27 Navy paper, include a handwritten card with your message, and remove all pricing invoices from the box.
Still have more questions?
Can't find what you're looking for? Our team of specialists is ready to help you secure your next Grail.
Why Collectors Choose Us
Based in Dubai, UAE, we serve a community that demands perfection. We guarantee authenticity, premium packaging, and a delivery experience that matches the quality of the cars we sell.
Whether you are looking for your first model or the final piece of your collection, welcome to Grail27.
