Delivery & Returns

DELIVERY

Last order dates for Chrismas:

9th December Last date for furniture delivery outside M25

16th December Last date for furniture delivery inside M25

19th December Last date for standard & extra-large parcel delivery


DELIVERY COSTS

 

Standard Delivery

Extra-Large Parcels

Furniture and

Fragile Items

Mainland GB

£5.95

£15.00

£48.00

Northern Ireland

£15.00

£25.00

Quote required*

Guernsey

£15.00

£25.00

Quote required*

Isle of Wight

£15.00

£25.00

Quote required*

Jersey

£15.00

£25.00

Quote required*

Isle of Man

£15.00

£25.00

Quote required*

Isle of Scilly

£15.00

£25.00

Quote required*

Scottish Islands

£15.00

£25.00

Quote required*

Republic of Ireland

£15.00

£25.00

Quote required*

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

DELIVERY TIMES


Delivery type

Timescales

 

Standard Delivery

Typically within 2-3 working days, but please allow up to 5 working days

 

Extra-Large Parcels

Typically within 3-4 working days, but please allow up to 5 working days.

Furniture and Fragile items

Typically 7-14 working days, but please allow up to 21 working days.


DELIVERY TYPES EXPLAINED

Outside Mainland GB we deliver to Northern Ireland, Republic of Ireland, Isle of Wight, Channel Islands, Isle of Man, Scottish Islands, and Isle of Scilly.

STANDARD DELIVERY

Most of our smaller items will be delivered on a standard service with our courier Parcelforce, and a signature will be required upon delivery. In-stock items are typically delivered in 2-3 working days, but please allow up to 5 working days. If you need your order by a specific date please contact our customer care team on 01225 418200.

Standard delivery charges within Mainland GB are £5.95. For orders outside of Mainland GB the standard delivery charge with Parcelforce is £15.00.

An express delivery service is available on orders placed over the phone for £12.00. Please contact our customer care team on 01225 418200. Click here for more information on express delivery.

Our warehouse operates Monday-Friday excluding bank holidays. During holidays and busy periods such as sale, our warehouse may be extremely busy and your parcel may take slightly longer to arrive. Our customer care team will do their best to keep you updated, but if you have any queries about your delivery please do not hesitate to get in touch on 01225 418200.

FURNITURE AND FRAGILE ITEMS

Items that are large, heavy and/or fragile will be despatched using our bespoke furniture courier Ash Logistics at a cost of £48.00 per order within Mainland GB.

Your item will be delivered within a mutually convenient time slot, to a room of your choice and all unwanted packaging will be removed.

Delivery usually takes place within 7-14 working days, but please allow up to 21 working days. If you need your order by a specific date please contact our customer care team on 01225 418200. Once the item is despatched from our warehouse, Ash Logistics will contact you to agree a booking time slot. They will follow up with a call one hour prior to arrival within the agreed time slot.

For orders outside of Mainland GB, a quote will be required for delivery. You can continue to place your order as normal and a member of our customer care team will be in touch with a delivery quote.

ASSEMBLY OF FURNITURE AND FRAGILE ITEMS

Some assembly may be required for our furniture and fragile items. For an additional £20 charge per item, our specialist courier service will be able to assemble the item upon arrival.

This service needs to be pre-booked due to delivery time constraints.  Please contact our customer care team on 01225 418200 to add this service to your order.

EXTRA-LARGE PARCEL DELIVERY

Due to the size, weight and/or fragility of certain items, they may be considered an extra-large parcel.

Delivery for these items within Mainland GB is £15.00. For orders outside of Mainland GB the standard delivery charge with Parcelforce is £25.00.

Extra-large parcels will be delivered with our courier Parcelforce and a signature will be required upon delivery. In-stock items are typically delivered in 3-4 working days, but please allow up to 5 working days. If you need your order by a specific date please contact our customer care team on 01225 418200.

MIRRORS DELIVERY

Some mirrors require a specialist furniture delivery service to ensure they reach you in the best possible condition. Available within Mainland GB for £30, this delivery service is applied when the order is placed over the phone. Please contact our customer care team on 01225 418200.

If the item is ordered online, or with additional items, it will be upgraded to our specialist two-man delivery service with Ash Logistics at a cost of £48.00. Your item will be delivered within a mutually convenient time slot, to a room of your choice and all unwanted packaging will be removed.

Delivery usually takes place within 7-14 working days, but please allow up to 21 working days. If you need your order by a specific date please contact our customer care team on 01225 418200.

For orders outside of Mainland GB, a quote will be required for delivery. Please contact our customer care team on 01225 418200.

EXPRESS DELIVERY

An express delivery service is available on orders placed over the phone for £12.00. Express delivery is only available for standard delivery items within Mainland GB.

Orders placed by 1pm will be despatched the same day provided the product is in stock, and in most cases will be delivered the following morning (on working days only).

Items ordered after 1pm will be despatched the following day. Items ordered on Friday will be delivered the following Monday (with the exception of bank holidays).

Please contact our customer care team on 01225 418200 to place order.

 INTERNATIONAL DELIVERY

Unfortunately we do not offer international delivery at this time. If you wish to organise a private courier to collect an order from our warehouse, please contact our customer care team on 01225 418200.

DELIVERY TERMS & CONDITIONS

We aim to deliver your items as efficiently as possible, and work closely with our couriers to ensure you receive the best service. During busy periods our warehouse will endeavour to despatch orders as quickly as possible, but we ask that you allow extra time for your delivery. Our couriers will try to successfully deliver your order on the first attempt, but please understand they may occasionally experience delays with adverse weather or breakdowns which are out of our control.

Delivery to remote locations may take a little longer and will be dependent on how often our couriers visit the area. If you would like more information on specific delivery to your area, please do not hesitate to contact our customer care team on 01225 418200.

Standard delivery items and extra- large parcels are sent with our courier Parcelforce and will require a signature upon delivery. Parcelforce will attempt delivery twice and leave a calling card if nobody is home to sign for the delivery. Alternatively, they may deliver to a neighbour or your local post office or Parcelforce depot.

You can liaise with Parcelforce directly using the information provided on the calling card to organise subsequent deliveries. Should you not respond to the calling card within five working days, the goods will be returned to us and a re-delivery charge may apply.

Furniture and Fragile Items may be delivered on a Saturday at no extra cost, but this availability can be limited and will depend on the courier’s delivery schedule. The courier, Ash Logistics, will be in touch to organise a delivery time slot to suit you. If Ash are unable to deliver within 1 month, they will return the item to us and a re-delivery charge may apply.

If you require your order by a specific date, please contact our customer care team on 01225 418200 and we will endeavour to organise this where possible.

Upon receipt of your order, please take care to fully inspect your items to ensure you are happy with them before disposing packaging and assembling. Unfortunately, we may be unable to offer a refund if there is no packaging or if the item is assembled or partially assembled. If you believe parts may be missing from your order, please contact our customer care team before attempting to assemble or returning.

FURNITURE DELIVERY DISCLAIMER

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 arrival during the mutually agreed time slot, the driver will assess whether he/she can physically manoeuvre the items into place and will only do so if the items pass freely through the spaces provided.

Prior to ordering, it is your responsibility to accurately measure up and ensure the items can be successfully delivered. Graham & Green do not accept any responsibility for items that cannot fit into residences.

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 14 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.

MADE TO ORDER ITEMS

Our bespoke upholstery collections are made to order especially for you and take a little time to make. When ordering from our bespoke collection, please refer to the below for an approximate lead time on delivery.

Felix Collection: 8-10 weeks
Tiffany Collection: 8-10 weeks
Freddie Collection: 8-10 weeks
Luca Collection: 8-10 weeks
Deep Dream Collection: 8-10 weeks
Snooze Collection: 8-10 weeks
Brooklyn Collection: 8-10 weeks
Elsa Collection: 8-10 weeks
Esme Collection: 8-10 weeks
Seattle Collection: 8-10 weeks
Joseph Collection: 8-10 weeks
Clio Collection: 8-10 weeks
Dakota Collection: 8-10 weeks
Doze Collection: 8-10 weeks
Hamilton Collection: 8-10 weeks
Jasmine Collection: 8-10 weeks
New York Collection: 8-10 weeks
Regents Collection: 10-12 weeks
Wellington Collection: 10-12 weeks
Kensington Collection: 10-12 weeks

CLICK & COLLECT

A free click and collect service is available at our warehouse in Chippenham. When ordering, simply select the service at the checkout and our customer care team will send you an email when your order is ready to collect.

Collection is available Monday to Friday 9am-5pm from the following address:

Bumpers Way
Bumpers Farm
Chippenham
SN14 6LH


Click here
for directions and contact information.

RETURNS

At Graham & Green 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).

Upon receipt of your order, please take care to fully inspect your items to ensure you are happy with them before disposing packaging and assembling. Unfortunately, we may be unable to offer a refund if there is no packaging or if the item is assembled or partially assembled. If you believe parts may be missing from your order, please contact our customer care team before attempting to assemble or returning.

UNWANTED ITEMS


IN STORE RETURNS

All purchases made in our Bayswater, Bath, Notting Hill or Primrose Hill stores will need to be returned directly to the relevant store within 14 days of purchase. Please retain your original receipt for any returns, and ensure any items are returned in their original condition and packaging.

If you are no longer near a store, they can be posted directly back to the store with the receipt included. Click here to view store addresses, directions and contact information.

Unfortunately items purchased online or over the phone cannot be returned to our stores due to limited storage space.

POSTAL RETURNS

If you would like to return an item purchased through our website or over the phone, please complete the Returns Form that was included in your order, enclose it with the items and post back to:

Graham & Green Returns
Unit 1, The Hub
Bumpers Way
Bumpers Farm
Chippenham
SN14 6LH

You are responsible for covering the returns postage cost.

It is possible for us to collect any unwanted items from you for a charge of £10.00 per box for standard delivery items, £15.00 per box for oversized items and £48.00 for furniture items. To organise this, please contact our customer care team on 01225 418200.

If you have lost or misplaced your returns form, you can print a copy here.

FAULTY ITEMS

If you believe your item is faulty, please contact our customer care team straight away on 01225 418200 or 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 care team first.

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

EXCHANGES

We are only able to offer a like-for-like exchange if the item is faulty and there is available stock. If a refund is not relevant and the like-for-like item is out of stock, a credit note will be issued for the value of the item and you will have one year to redeem this credit.

OUTLET STORE ITEMS

Items purchased from our warehouse outlet in Chippenham are sold as seen, and any damage or marks are accepted at time of purchase. Items cannot be refunded or exchanged for the original fault that existed before purchase.

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

RETURNING BESPOKE AND MADE-TO-ORDER ITEMS

When ordering one of our bespoke made-to-order items you are agreeing to the following terms and conditions:

Once the purchase of a bespoke made-to-order item has been made, the order cannot be cancelled. If for whatever reason, you change your mind about an item, a 20% re-stocking fee will be applied.

Should you choose to return the furniture to us for any reason within 14 days of delivery, Graham & Green reserves the right to retain 20% of the items cost as it was not a stock item and was made specifically for you.

To arrange a return for your bespoke order, you must contact our customer care team on 01225 418200 or mailorder@grahamandgreen.co.uk within 14 working days from delivery. A return collection will then be made at a cost to you.

You must ensure items are returned to us in a perfectly saleable condition and in original packaging. Failure to do so will result in Graham & Green being unable to refund you.

Any bespoke made-to-order items upholstered in a customer’s own fabric or material cannot be cancelled, returned or refunded once purchased.

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. If you need to return an item of furniture, the original delivery charge plus a collection charge will be deducted from any refund or exchange value.

RETURNING SELF ASSEMBLY ITEMS & ITEMS REQUIRING INSTALLATION

If an item requires self-assembly or installing, please check all components thoroughly for any damage or missing parts BEFORE attempting assembly or installation. If any damage is spotted or items are missing, please contact our customer care team on 01225 418200 or mailorder@grahamandgreen.co.uk.

Self-assembly and installation products must be returned unused and in their original packaging and cannot be returned once partially or fully assembled, or once modifications have been made to install unless it is agreed the item is faulty.

RETURNS TERMS & CONDITIONS

At Graham & Green we want you to be thrilled with your order, but understand you may want to return an item. Our terms and conditions for returns are outlined below:

  • Unwanted items must be returned within 14 working days of receipt to qualify for a refund.
  • Any unwanted items returned after this time but up to 28 days after receipt will receive a credit note.
  • We are unable to exchange unwanted items with a different item.
  • You are responsible for covering the cost of returning an unwanted item.
  • If you believe an item is faulty, please contact our customer care team before taking any further action. They can be reached on 01225 418200 or 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.
  • Before attempting to assemble or install any item, please ensure items are in correct condition and all parts are present. We are unable to refund items which have been partially or completely assembled, or installed.
  • 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 DISCLAIMER

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 14 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.