Customer Frequently Asked Questions

 

Orders & Products

How do I place an order?
Can I add or remove products from my order after I have placed it?
Can I cancel my order?
Can I use my gift vouchers online?
Do gift vouchers have an expiry date?
Why is my cushion cover not pre-filled?
Why are products on the website out of stock?
Can I pre-order a product?
Do you price match?
Are the ETA’s on out of stock items accurate?
What VAT is charged on my order?
Do you provide VAT receipts?
Do you offer a gift wrap service?
Do you offer a wedding list service?

Delivery

How much does delivery cost?
Who delivers your parcels?
What happens if I miss parcel force?
Do you ship internationally?
How long will delivery take?
Can I change my delivery address after I have placed my order?
Do you part deliver orders?
Can I track my parcel?
What do I do if my order does not arrive?
Do you offer a ‘to room’ delivery?
Do you remove packaging?
Will you remove my old furniture?
Do you assemble furniture items?

 

Orders & Products

How do I place an order?

You can place an order online or by telephone (01225 418 200) with our friendly mail order team.

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Can I add or remove products from my order after I have placed it?

We are unable to make any amendments to your order once it has been placed. This includes adding or removing items, upgrading delivery service or applying retrospective discounts.

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Can I cancel my order?

You can cancel your order any time prior to dispatch. Simply contact our mail order team on 01225 418 200.

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Can I use my gift vouchers online?

Currently gift vouchers can only be redeemed by telephone with our mail order team or at our shops and showroom.

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Do gift vouchers have an expiry date?

Our gift vouchers expire one year after date of issue.

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Why is my cushion cover not pre-filled?

In order to ensure your cushion cover is delivered to you in pristine condition, we often send covers and pads in individually sealed bags.

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Why are products on the website out of stock?

We endeavour to have as many products in stock as possible at all times, however, periodically we may quickly sell out of some products. We work closely with our suppliers to ensure a high replenishment rate, but due to production processes lead times can vary.

Where possible we display an estimated time of arrival. You can also register to be notified by email when a product is booked back into stock.

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Can I pre-order a product?

We do not take pre-orders or reserve stock. You can register to be notified by email when a product is booked back into stock.

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Do you price match?

We do our very best to ensure our products are priced competitively. However, we are a small family run business and therefore we are unable to price match competitors whose buying power allows them the flexibility to offer this service.

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Are the ETA’s on out of stock items accurate?

ETA’s are accurate at the time of publication. There may be times where, due to logistical or manufacturing issues, the ETA may have to be amended. Please allow up to 3-4 days after ETA for goods to be quality checked and booked into stock.

You can register to be notified by email when a product is booked back into stock.

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What VAT is charged on my order?

If you are buying goods for delivery to a United Kingdom address or to an address within the EU, then UK VAT will be charged. The VAT is included within the price.

If you are buying goods for delivery outside the United Kingdom or EU, for example Jersey, then UK VAT is not applicable and will be deducted from your final payment at checkout.

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Do you provide VAT receipts?

Yes, a VAT receipt will be sent with your parcel. A VAT receipt will also be emailed to you and is available to print online.

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Do you offer a gift wrap service?

Unfortunately we do not offer a gift wrapping service at this time.

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Do you offer a wedding list service?

Unfortunately we do not currently offer a gift list service online. However, we are able to offer this service in our stores.

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Delivery

How much does delivery cost?

For Mainland UK:

Standard Delivery - £5.95

Extra Large Parcels - £15

Furniture/delicate items - £48

Large mirrors - £30

For orders outside of Mainland UK, 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. . Please refer to http://www.grahamandgreen.co.uk/delivery-returns

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Who delivers your parcels?

Standard parcels & extra-large parcels are delivered by Parcel Force.

Furniture delivery and delicate items are delivered by our nominated couriers Ash Logistics.

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What happens if I miss Parcel Force?

Parcel Force will leave a calling card informing you that they missed you. They will attempt to deliver to you again the following day or may leave the parcel with a neighbour if instructed to do so.

If a second attempt to deliver is unsuccessful the parcel will be returned to your local depot at which point you will be able to re-arrange a delivery via the parcel force website. If your item is not collected or delivered within two weeks then your parcel will be returned to Graham & Green.

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Do you ship internationally?

We ship to the UK mainland, Northern Ireland, British Isles, Channel Islands and smaller items to the Republic of Ireland. Please refer to our delivery, collection and returns page for delivery prices. http://www.grahamandgreen.co.uk/delivery-returns/

Unfortunately we do not offer shipping to International destinations.

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How long will delivery take?

We will always try to deliver your order as soon as possible. For furniture deliveries we will try our best to deliver on a mutually convenient day and you will be contacted with available time slots – so there’s no staying in all day wondering when we’re going to arrive.

Please refer to delivery lead times below for your purchases:

•      Small/standard items – delivery usually within 2-3 working days. Please allow up to 5 working days.

•      Extra large parcels / Furniture items –  delivery usually within 2-3 working days. Please allow up to 5 working days.

•      Furniture deliveries - delivery usually within 7-14 working days. Please allow up to 21 working days. You will be contacted by the carrier who will discuss your delivery preferences and timescales with you. 

Our made to order ranges are commissioned especially for you and have approximate lead times. Please refer to the individual product page for more information.

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Can I change my delivery address after I have placed my order?

We will do our best to accommodate a change to the address but once you order is locked for picking it is too late. This happens very quickly in most cases so please call us as soon as possible if you notice a problem with the shipping address.

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Do you part deliver orders?

Where possible we will ship your order together as one delivery.

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Can I track my parcel?

Yes. For Standard and Large Parcel delivery once your parcel is shipped you will receive a tracking number from Parcel Force and this can be traced on their website. For furniture orders you will need to contact us if you have any queries with delivery.

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What do I do if my order does not arrive?

In the unlikely event your parcel is not delivered, please contact our customer services team on 01225 418 200 or email mailorder@grahamandgreen.co.uk

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Do you offer a ‘to room’ delivery?

Yes. Our designated furniture courier will deliver to the room of your choosing within reason. They can refuse to do so if they feel it is unsafe or there is a risk to either your own or the property of Graham & Green

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Do you remove packaging?

Yes. On most occasions our courier will take away packaging. However, if you have any hesitations about keeping the product please keep all packaging.

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Will you remove my old furniture?

No, unfortunately this is not a service we offer.

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Do you assemble furniture items?

Many of our larger furniture items require some assembly, such as attaching legs to beds, sofas and dining tables. Our large furniture delivery specialists will happily assemble these items for you at an additional fee of £20 per item. To arrange large item assembly, simply contact our Mail Order Team on 01225 418 200 at the time of placing your order or before arranging delivery. Regrettably, if you do not pre-book assembly and decide to add-on this option at the time of delivery, you will be charged a higher, premium rate fee.

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Returns

What is your refund policy?

At Graham and Green we want you to be delighted every time you shop with us so we've made our returns policy simple. If for any reason you are unhappy with your purchase online or via our customer services team, return it to us in its original condition.

Items must be returned within 14 days of receipt to qualify for a refund or exchange. You will be issued with a credit note for any items returned after this time.

For further information please see our delivery, collection and returns page. http://www.grahamandgreen.co.uk/delivery-returns/

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How do I arrange a return?

Simply complete the returns form that was included with your order and enclose it with the items and post back to:

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

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Are returns free?

We do not offer free returns.

We require you to be responsible for the cost of returning an item to us where you have changed your mind.

If you believe your item is faulty please contact our friendly mail order team on 01225 418 200 or by email on mailorder@grahamandgreen.co.uk

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Can I return the product back to your shops or showroom?

Due to limited space, products purchased online or via our customer services team can only be returned to our warehouse.

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How long do I have to return an item?

Items must be returned within 14 days of receipt to qualify for a refund or exchange. You will be issued with a credit note for any items returned after this time.

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General Information / Contact

What are your customer service opening hours?

Our customer services team are available Monday – Friday 9am to 6pm & Saturday 10am to 6pm

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How do I contact your customer services team?

Please call 01225 418 200 or email mailorder@grahamandgreen.co.uk

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Do you have shops or a showroom that I can visit?

Yes, we have two shops. One shop is located in Notting Hill & our other shop is located in Primrose Hill.  We also have a showroom in West London

Please see our Find Us page for telephone numbers, addresses and opening hours.

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What are your shop and showroom opening hours?

Our shops and showroom are open Monday – Saturday 10am to 6pm and Sunday 11.30am – 5.30pm

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Is parking available at any of your shops or showroom?

Metered parking is available outside both our shops. Our showroom has free customer parking.

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Can I see all your products in your shops and showroom?

To see the widest range and to try out our furniture, our showroom is the place to visit. If there is a particular item you would like to see, please call or email ahead so we can advise you the best place to see it.

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How can I get in touch with your buying team?

If you are introducing your product or brand to Graham & Green please send an email to info@grahamandgreen.co.uk

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How do I contact your press office?

Our press office can be contacted by calling 01225 418 200 or by email press@grahamandgreen.co.uk

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How can I receive a Graham and Green catalogue?

Follow this link to create a free account. You will have the option to request a catalogue when registering.

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How can I receive your email newsletters?

Follow this link to create a free account. You will have the option to join our email newsletters when registering.

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When is your next warehouse sale?

Our warehouse sale is held biannually and is announced via our email newsletters and social media pages.

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Can I use your images on my blog or website?

You may use our images on your blog or website only when promoting Graham and Green products. Please notify us by email at web.support@grahmandgreen.co.uk if you wish to do so. Please always credit Graham and Green when using our photographs.

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