CHRISTMAS EXTENDED RETURNS POLICY
Products purchased between 15th November – 24th December 2023 can be returned up until 15th January 2024.
Please see our full returns policy below for more information.
As long as your purchase is in its original condition and packaging, you can return it to us with a completed Returns Form within 14 days for a full refund, excluding delivery fees. Please note, once we’ve received your items, it usually takes up to five working days to process a return, but this time may be longer without a completed Returns Form.
RETURN OPTIONS EXPLAINED
Standard & Extra Large Parcel
If you’d like us to assist you with returning Standard or Extra Large Parcel items, just email firstname.lastname@example.org or call 01225 418 200 and please have your order reference to hand.
The returns methods which we can arrange for you are:
+ DPD pick-up shop: for parcels measuring no more than 60cm in any direction and weighing no more than 20kg, a prepaid returns label costing £6.95 per parcel will be emailed to you. Please take the sealed parcel to your nearest DPD pick-up shop with the label attached.
You can find your nearest pick-up shop here:
+ DPD home collection: for £15 this can be arranged for parcels measuring no more than one metre in any direction and weighing no more than 30kg. Collections will take place on a nominated date and a one-hour time slot will be confirmed by phone call on the morning of collection.
+ Parcelforce home collection: this can be arranged for £15 per box that holds an Extra Large Parcel measuring more than 1m in any direction. Collections are booked four days in advance and take place on a nominated date between 9am and 6pm.
+ Post Office: a prepaid label, costing £6.95 per parcel, will be emailed or posted to you. Please attach the label to the sealed parcel and drop it off at your local Post Office.
If you would rather use your own returns method, please download and complete a Returns Form, then send your items in their original packaging to the below address:
Graham and Green Returns,
Unit 9 Kennet Way,
Canal Road Industrial Estate,
For all furniture returns, including those delivered as Single Small Furniture and Large Furniture, please email email@example.com and we’ll arrange for our two-person delivery team to collect the items from your home. For Single Small Furniture this will be a £38 charge, for Large Furniture this will be a £55 charge and for Sofas this will be an £80 charge.
Please note that we will only be able to collect items if they have been wrapped in their original packaging in advance of our arrival.
Unfortunately, we cannot offer a return or exchange on items that have been assembled or installed, unless the items become faulty.
We apologise for any inconvenience, but unfortunately we cannot amend or cancel orders of our bespoke-made sofas, armchairs and ottomans. Please request a fabric swatch prior to ordering to make sure you’re happy with your chosen option.
Please ensure your made-to-order item fits into your home by measuring your space before placing your order – you can use our handy guide to help.
If you would like to return a made-to-order item, then please contact us by email firstname.lastname@example.org within 14 days of receiving your order. Collection for made-to-order armchairs can be arranged for £55 and for made-to-order sofas the cost is £80. We will deduct 20% from your refund to help cover the cost to us.
Unfortunately, once the protective plastic wrapping has been removed from our mattresses, we’re unable to accept a return. We recommend popping your sheets on top of the wrapping first and testing the mattress out to make sure you’re happy with it.
RETURN OPTIONS EXPLAINED
(Channel Islands, Scottish Highlands, Northern Ireland & Republic of Ireland)
If you wish to return an item from one of these areas, please contact our Customer Service team to discuss the best options available to you.
OTHER RETURN OPTIONS
If you have purchased from one of our stores and would like to return the item, then this must be returned back to one of our stores within 14 days in order to receive a refund. Click here for our store addresses. We’re unable to accept in-store returns of orders placed online.
Please provide proof of purchase with your receipt and ensure the items are returned in their original packaging. If returning by post, please include a completed Returns Form.
All items purchased in our Outlet or Warehouse Sale are sold as seen with marks and damages described before purchase, therefore they cannot be returned for a refund or exchange. However, if an item develops a new fault, please contact our Warehouse Outlet Store team for guidance on requesting a potential refund or other compensation.
Faulty & Damaged Items
If you believe your item is faulty or damaged, please email email@example.com to organise a replacement or return. Please include a photograph showing the fault/damage so that we can investigate this for you. We ask that you please do not return a faulty or damaged item without emailing first.
Please do not attempt to assemble or fix a faulty or damaged item yourself or via a third party, as this will affect your entitlement to a refund or compensation.
If an item is agreed to be faulty or damaged, you will not be responsible for covering the return postage cost.
We’re happy to offer you an exchange for an alternative item, providing there is available stock. Please email firstname.lastname@example.org so we can arrange this for you. In this instance, you are responsible for paying the return postage cost.