CORONAVIRUS Q&A

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Delivery and Returns

We’ve temporarily closed our warehouse for the wellbeing of our team and our deliveries are on hold for now. You’re welcome to place an order with code GGSLEEP to enjoy 20% off and we’ll dispatch your order as soon as we’re open again.

As a small family business we like to be transparent and honest about our delivery costs. We don’t make any profit from delivering products to our customers and have chosen to charge for delivery and returns rather than hiding it in the price of our products.

We work hard to find the best delivery service for every product we sell, and select a service based on the weight, size and fragility of each item.

All delivery charges apply per order, and not per item; you will only pay for the largest item/service in your order. To reduce emissions and negative environmental impacts, if you’ve ordered furniture items with standard delivery items we will process and dispatch everything together. This means that everything will be delivered at once using our specialist courier at a time to suit you, usually within 5-10 working days.

We deliver within mainland UK and also to Northern Ireland, Republic of Ireland, Isle of Wight, Channel Islands, Isle of Man, Scottish Islands, and Isle of Scilly.

 

DELIVERY

We aim to dispatch all orders placed by 2pm weekdays on the same day, orders placed after this will be dispatched the following working day.

Within Mainland UK

Standard Delivery Express Delivery (Standard Parcels) Extra Large Parcels Furniture and Fragile Parcels
£5.95 £10.00 £12.95 £48.00

 

Standard Delivery (Signed for) Dispatched and Delivered within 2-3 working days
Express Delivery (Standard Parcels)
  • Orders placed by 2pm Monday-Thursday will be delivered before noon the next working day.
  • Orders placed by 2pm on Friday will be delivered before noon the following Monday.
  • Orders placed after 2pm on Friday will be delivered before noon the following Tuesday.
Extra-Large Parcels (Signed for) Delivered within 2-3 working days. Please allow up to 5 working days
Furniture and Fragile Parcels Delivered within 5-10 working days. Please allow up to 14 working days. Contact customer services for more info here

 

Please note, if you are ordering furniture items alongside standard delivery items or extra-large parcels, we will process and dispatch everything together and will arrive in 5-10 working days. If you require smaller items sooner we recommend placing two orders and they will be dispatched and processed separately.

 

Outside Mainland UK

This applies to Northern Ireland, Republic of Ireland, Isle of Wight, Channel Islands, Isle of Man, Scottish Islands, and Isle of Scilly.

Standard Delivery (Signed for) Extra-Large Parcels (Signed for) Furniture and Fragile Parcels
£15.00 £25.00 Quote Required*

* Where a quote is required, place your order as normal and our customer service team will be in touch with more information.

Standard Delivery Delivered within 3-5 working days
Extra-Large Parcels Delivered within 3-5 working days
Furniture and Fragile Parcels Delivered within 7-21 working days, contact customer services for more info here

 

*Express delivery is available within mainland UK, excluding some areas where our carrier does not offer this service. A full list of areas where Express delivery is not available can be found here.

 

Estimated Furniture Shipping Costs Outside of Mainland UK

The below prices are approximate costs for delivery to destinations outside of Mainland UK:

Pallet size
Northern Ireland
Ireland Jersey
Guernsey
Single pallet £90 + VAT £100 + VAT £185 £185
Double pallet £180 + VAT £200 + VAT £370 £370

 

Pallet size
Isle of Wight
Isle of Man
Scottish Islands
Single pallet £90 + VAT £130 + VAT £185
Double pallet £180 + VAT £260 + VAT £370

 

Please note prices are estimated.

A quote is required for delivery outside of mainland UK; order as normal and our customer care team will be in touch. Alternatively please contact our customer services team here.

 

Jersey Goods & Services Tax

The Jersey customs authority imposes a Goods & Services Tax (GST) on products imported from the UK with a value of over £240 (including purchase price of goods and delivery costs). Please be aware of this if placing an order to be delivered to Jersey. You will find more details on the the Jersey government website here.

    For more detailed information on our delivery terms and conditions please click below:

  • Delivery - More information

  • Delivery - Terms and Conditions


RETURNS

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 re-open again. If you’d like to make a return, please email our customer services team on mailorder@grahamandgreen.co.uk and we’ll do our best to keep you updated.

We want you to be thrilled with every item you receive, but we understand that there are occasions you may want to return an item. If you aren’t totally satisfied with your purchase, you can return it to us in its original condition within 14 days for a full refund, excluding original delivery fees.

Online and Telephone Returns

If you’d like to return an unwanted item ordered online or over the phone please complete the returns form in your parcel and return items to:

Graham & Green Returns, Unit 1 Bumpers Way, Bumpers Farm, Chippenham, SN14 6LH. View on Google Maps here.

You are responsible for covering the cost of returning items to us. We are happy to arrange a collection for unwanted items at a charge of £10.00 per box for a standard delivery order, £15.00 per box for an extra large parcel and £48.00 for furniture and fragile items.

Standard size parcels may be returned via your local Post Office at a charge of £6.95 per box. Please get in touch and we can arrange this for you. Email us at mailorder@grahamandgreen.co.uk

Please take care to keep all packaging until you are happy with the product as we can only accept returns with original packaging. You can download another returns form by clicking below:

In Store Returns

All purchases made in store will need to be returned directly to store within 14 days. This can be done in person or by posting items back to stores. Click here for all store details.

Please provide proof of purchase with your original receipt and ensure products are returned in original packaging.

Standard delivery items purchased online or by telephone may also be returned in person to our Bayswater store within 14 days of receipt for a refund, or 28 days for account credit. Store returns are limited to standard delivery items only; excludes extra large, mirror and furniture delivery.

Faulty Items

If you believe your item is faulty, please contact our customer services team straight away, email mailorder@grahamandgreen.co.uk. They will be able to advise you on the next steps and will help to organise a return or a replacement.

Please DO NOT attempt to assemble or fix an item yourself or via a third party as this will affect your entitlement to a refund, compensation or reimbursement. We also ask that you do not return a faulty item without contacting our customer services team first.

If an item is agreed to be faulty or defective, you will not be responsible for covering the returns postage cost

Returning Bespoke Items

All of our bespoke items have been made-to-order especially for you and are not usually stocked by Graham & Green. This means you cannot amend the order once it has been placed and cannot cancel the order.

If you no longer want the bespoke item, 20% of the product price will be kept by Graham & Green to cover re-stocking costs.

If you wish to return you bespoke order, you must contact our customer services team on mailorder@grahamandgreen.co.uk within 14 days of delivery. A return collection will then be made at a cost to you.

All items must be returned in a saleable condition and in original packaging, otherwise Graham & Green will be unable to issue a refund.

Please ensure you measure your space correctly before placing your order. Be sure to consider staircases, doorways and any tight spaces as your furniture may need to be manoeuvred through these spaces, click here to read our handy guide.

Assembled Items

All items which require assembly cannot be returned for a refund or exchange, after they have been put together.

We are unable to accept returns on Lighting products if they have been installed.

This does not affect your statutory rights, and if an item becomes faulty we will be able to offer a refund once the item has been returned.

Outlet Store Items

All items purchased in our outlet store or warehouse sale are sold as seen with any marks or damaged described before purchase and cannot be returned for a refund or exchange.

This does not affect your statutory rights, and if an item becomes faulty we will be able to offer a refund once the item has been returned.

Please note that all lighting is fully tested and we ensure that it is completely safe and working before it enters the store.

Exchanges

We are able to offer an exchange for an alternative item, providing there is available stock. Please be advised that you are responsible for the returns postage cost.

    For more detailed information on our returns terms and conditions please click below:

  • Returns - More information

  • mailorder@grahamandgreen.co.uk.

    • Please ensure all items are packaged securely and sufficiently to withstand delivery journey. Failure to do so may leave Graham & Green unable to refund you.
    • We recommend that you returns goods using an insured, registered delivery service and keep the receipt. We are unable to accept liability for goods lost or damaged in transit back to us.
    • Please take care to fully inspect items upon delivery to ensure you are happy with them before disposing of packaging. Failure to do so may result is us being unable to refund you.
    • We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.
    • Please ensure you measure your space correctly before placing your order. Be sure to consider staircases, doorways and any tight spaces as your furniture may need to be manoeuvred through these spaces.

     

    Furniture Returns Conditions
    We try to offer the best possible service at Graham & Green, which is why we’ve teamed with bespoke furniture courier Ash Logistics to deliver any furniture item to a room of your choice.

    Upon receipt of your order, it is your responsibility to check the goods for any faults or damages straight away. You will be required to sign a confirmation that the goods have been delivered in a satisfactory condition. This gives you the opportunity to refuse a faulty item and allows us to resolve the issue as quickly as possible. If you cannot be there to sign the confirmation, you have 72 hours to notify our customer care team of any damage or fault.

    Any furniture item that is not part of our bespoke made to order collection can be cancelled and returned within 28 days of receiving the goods. You are responsible for ensuring items are returned in a perfectly saleable condition and in its original packaging. Failure to do so may result in Graham & Green being unable to issue a refund. We can organise a courier to collect your unwanted furniture items at a cost of £48.00, to organise this please contact our customer care team.

    If you have any particular feedback regarding our delivery service and returns policy, please feel free to contact our customer care team on mailorder@grahamandgreen.co.uk where your feedback will be very welcome.
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