Order Confirmation:

As soon as you place your order, we will pre-authorise your card however your card will not be charged.  We will then contact our supplier to confirm that the product you have purchased is in stock. Once confirmed we will accept the payment and your order will be processed. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Delivery

We offer free standard delivery on most of our products, within the UK mainland.  Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and process your order.  We've carefully hand picked our products from various brands, so turn around times vary from item to item.  Please refer to our delivery fees and estimated turnaround times under the delivery details on each product page, below the product description. To ensure your items are delivered as quickly and safely as possible, we work with a range of trusted courier partners, and we select the best one for your order.

Damages:

We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to info@grahamandrose.co.uk so that we can investigate and help to sort out the problem.  Please report any damages within 48 hours of delivery.

It is the customers responsibility to check that large items can be delivered to the intended room or location for the product. We cannot be held responsible for product not fitting through small doorways, into lifts or up narrow staircases. Please check the item description and specification for dimensions. 

Cancellations:

Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

Returns:

We hope you love your purchase, but if you’re not 100% happy, you have 14 days from delivery to let us know you’d like to return it.  To start a return, you can contact us at info@grahamandrose.co.uk  To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Goods should be in an unused condition with all the original packaging undamaged and intact, this includes labels, polystyrene and packaging film.  Please let us know the order number and details of the item you'd like to return, along with photos with proof that it's still in it original condition and packaging.  

The method and cost of the return will be your responsibility, and we strongly advise that you protect the product well enough to arrive back with us in a resalable condition. If you would like to use our delivery company (which is advisable) this can be arranged, for approximately £80-£100.  Please have your product waiting for collection.

Refunds

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@grahamandrose.co.uk.