We just wanted to let you know the steps we’ve taken at Graham and Green to help prevent the spread of coronavirus (COVID-19).
We’ll be keeping a close eye on all official guidance at this difficult time and are so grateful for your support and understanding.
QUESTIONS & ANSWERS
Q.Can I still place an order?
Absolutely! Delivery might be a little slower than usual, but we have a small, dedicated team working carefully and at a safe distance in our warehouse.
To help our team safely fulfil high order volumes, we’re currently limiting orders each day. Our website will be open from 9am daily and will close until the next morning once we’ve reached our safe limit for the day.
Q.When will my order be delivered?
Due to careful social distancing in our warehouse and current high order volumes, deliveries are taking a little longer than usual.
For Standard Delivery and Extra-Large Parcels, you will receive a confirmation email once your order has been dispatched. Please allow 14 working days.
For our two man Specialist Furniture Service and Specialist Fragile Items Service, please allow 21 working days. Our delivery team will email you to organise a convenient delivery date.
Q.How will my items be delivered?
DELIVERY OF SMALLER ITEMS
For smaller items such as lamps and home accessories, you will not be required to sign for your parcels. If you’re home, your driver will happily leave the parcel on your doorstep.
At this busy time, Parcelforce are not able to guarantee your delivery date and we appreciate your understanding as they work to deliver your parcels as quickly and safely as possible.
DELIVERY OF LARGER ITEMS
For our larger furniture delivery items such as beds, sofas and floor mirrors, our team are no longer entering homes to deliver or assemble furniture. Instead they’ll leave your item in a nominated safe place or on your doorstep.
Our delivery team are having their temperatures checked every morning and are wearing gloves.
If you or anyone else living at the property are showing symptoms, our delivery team will reschedule at a later date. The same applies if anyone in your home is classed as vulnerable (for example pregnant women or family members over the age of 70).
Our delivery team will not be taking packaging away at this time.
Q.My made to order item was already in production, when will it be ready?
Due to coronavirus, the makers of our made to order designs (such as sofas, armchairs and footstools) are currently closed. As soon as they re-open again, your order will be prioritised and we’ll arrange your delivery when it is safe to do so. We’re very sorry for the delay and are grateful for your patience.
Q.I’m planning to order a made to order item, when will it be ready?
Due to closures to help prevent the spread of coronavirus, our made to order designs (such as sofas, armchairs and footstools) will take a little longer than usual. At the moment we estimate a lead time of 10-14 weeks, though this may change.
Q.What if I’d like to return my order?
During this time we’re unable to accept any returns or arrange Parcelforce and furniture collections. We’ve extended our returns policy by 30 days from the date we fully re-open again. If you’d like to make a return, please email our customer services team on firstname.lastname@example.org and we’ll do our best to keep you updated.
Q.Are any of your stores open?
We’ve temporarily closed the doors of all our stores. It’s just for the time being and we can’t wait to welcome you in again soon!
Q.How do I get in touch with customer services?
You can reach our Customer Services team on email@example.com. They’ll be more than happy to help but please note it may take a little longer to get back to you than normal. Thank you for bearing with us at this busy time.
Stay safe and look after each other,
Jamie & Lou