Returns

You may cancel your order at any time before it has been dispatched for a full refund. If you wish to cancel after your order has already been dispatched, please note that once the goods have been collected any delivery charges incurred will be deducted from your refund. This applies to both furniture and parcel deliveries, although furniture delivery charges may be higher due to the size and handling requirements. We recommend contacting us as soon as possible with your order number if you need to cancel, so we can attempt to stop the order before dispatch and avoid any delivery costs.

We will discuss and arrange one of the following return options: 

• DPD pick-up shop: a prepaid returns label, costing £5.95 per parcel, will be emailed to you. Please take the sealed parcel to your nearest DPD pick-up shop with the label attached. You have an option of having your DPD label sent via email to print at home or a QR code sent to your email which can we scanned at your local pick-up shop.
• Post Office: a prepaid returns label, costing £5.95 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.
• Home Collection: for £14.95 per parcel a home collection can be arranged on a nominated date. 

For Furniture returns, we will arrange for a two-person home collection. For Single small furniture this will be a £30 charge, for Large Funriture this will be a £55 charge for Sofas this will be an £85 charge.

The return charge will be as per the delivery cost for item(s) being returned as shown on the item page.

Please note that we will only collect items if they have been wrapped in their original packaging before our arrival.

If you purchased an item from one of our stores, it must be returned to a store within 14 days for a refund or within 28 days for account credit. We cannot accept in-store returns for online orders. 

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

Once we receive your items, returns typically take up to five working days to process, excluding any delivery fees. For returns made between 15 and 28 days, we can offer credit on your Graham and Green account. 

Please note refunds are issued strictly to the original payment method used, such as credit card, Paypal or gift cards. If you paid for part or all of your order using loyalty / store credit or a gift card, this amount will be returned to your loyalty balance / gift card and can be used on a future purchase. Any remaining balance will be refunded to your original payment method.

Please note purchases of gift cards are non-refundable.

If you earned loyalty credit on an order that you later return, this credit will be removed if it hasn’t been used. If it has already been spent, the value will be deducted from your refund.

If you paid for part or all of your order using loyalty credit or a gift card, this amount will be returned to your loyalty balance / gift card and can be used on a future purchase. Any remaining balance will be refunded to your original payment method.

If a discount code was used, refunds are calculated after the discount has been applied, and any earned loyalty credit will be adjusted accordingly.

Please note purchases of gift cards are non-refundable.

If you wish to return an item from Channel Islands, Scottish Highlands, Northern Ireland & Republic of Ireland, please contact our Customer Service team on mailorder@grahamandgreen.co.uk to discuss the best options available to you. 

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, 
Trowbridge, 
BA14 8RN 

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 we cannot amend or cancel orders for bespoke-made sofas, armchairs, and ottomans. To ensure you're happy with your choice, please request a fabric swatch before ordering. 

Measure your space carefully to ensure your made-to-order item fits. Our handy guide can assist with this. 
If you need to return a made-to-order item, email mailorder@grahamandgreen.co.uk within 14 days of receipt. Collection for made-to-order armchairs is £55, and for sofas, it's £85. We will deduct 20% from your refund to help cover our costs. 

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. 

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. 

If you believe your item is faulty or damaged, please email mailorder@grahamandgreen.co.uk to arrange a replacement or return. Include a photograph showing the fault/damage for our investigation. 

Please do not return a faulty or damaged item without emailing us first. Do not attempt to assemble or fix it yourself or via a third party, as this will affect your entitlement to a refund or compensation. 

If the item is confirmed to be faulty or damaged, you will not be responsible for return postage costs. 

We’re happy to offer you an exchange for an alternative item, providing there is available stock. Please email mailorder@grahamandgreen.co.uk so we can arrange this for you. In this instance, you are responsible for paying the return postage cost.