SHIPPING POLICY

Q: What delivery address should be used?

A: While putting your shipping address in the order, we request that you choose a shipping address where you or someone authorised is available to sign for the parcel. Please note the estimated delivery time for different destinations:

Within UK - up to 2 working days

Main European destinations - 2 to 5 working days

Rest of the world - 5 to 7 working days

Q: What happens if my parcel is returned undelivered?

A: We send all our parcels via "track and trace" delivery system. As soon as the first delivery attempt is a failure, our courier company would leave a calling card and we would send you an e-mail with options for arranging delivery of your parcel. Normally, you could arrange a redelivery at a suitable date or you could collect the parcel from the local depot of the courier company.

If the second delivery attempt is also a failure, then we would notify you as above but now you would need to collect the parcel from the local depot. A third delivery attempt is completely at the discretion of the local depot of the courier service.

Local depot would keep the parcel for 5 working days unless it has been asked to keep the parcel for longer. You could write to us or arrange it with the local depot. If after 5 working days, there has been no response from you to either the calling card or to the e-mails, then the parcel would be returned back to us as "undelivered".

If the parcel is returned back to us for no fault of ours or our courier company, we would deduct a fee to cover for the cost of return of the parcel to us. This fee would be deducted from any refund due to you as per our return policy.



Q: What is the deduction for return of an undelivered parcel?

A: Our fee for this is equal to the cost of return that we pay to the courier company. There is no other charge. This charge can vary but is normally equal to the fee paid by you. If you bought your goods under a special promotion of free shipping, this charge would be equal to the value of free shipping that was included in the promotion.



Q: Do you also deliver products on the weekends or bank holidays, i.e. on Saturdays and Sundays?

A: No, at this time, we are unable to arrange deliveries for weekends or bank holidays.



Q: Can I track my parcel that you have despatched for me?

A: We despatch all the parcels using couriers who have well established "track and trace" system. With this facility, we are able to track every individual parcel and inform you if the recipient was unavailable at the time of the delivery.

These tracking numbers are also sent to you via e-mail after we have despatched your order. So, you can track the progress of these parcels by using the instructions given in the e-mail.



Q: What are your shipping rates?

A: We follow a flat rate shipping fee of £4.95 per shipping address in the UK, irrespective of number of items in your basket. For the following countries we have a flat rate shipping fee of £11:

1. France
2. Ireland
3. Germany
4. Belgium
5. Monaco
6. Luxembourg
7. Denmark
8. The Netherlands

Q: Do you ship outside of the UK as well?

A: Yes, we are able to ship to the following countries outside UK:

1. France
2. Ireland
3. Germany
4. Belgium
5. Monaco
6. Luxembourg
7. Denmark
8. The Netherlands

For other countries we do offer shipping services, but since we have a very wide variety of weight and size combinations, it has not been possible to give one uniform rate of shipping for other destinations. In order to obtain a shipping fee quote for your destination, please send us an e-mail at customerservice@grehom.com with the names and the quantity of each item that you desire and we would send you an electronic invoice with product price, shipping quote specific to your order.

If you already have an account with an established courier company and would like your courier company to pick up the parcel from our premises, we will be happy to hand over the parcel to your courier company but only after receiving full payment for your order. Please note that we are unable to process any refund in the event of any damage caused to the product after handing over the parcel to your courier company.

Please note that in case you decide to return the product, we shall process a refund only after receiving the products in original, resale able condition and the maximum amount of refund will not exceed the price of the product ordered, hence no shipping fee would be refunded. This policy is applicable only to orders that are shipped outside of UK mainland.



Q: What happens if I am unavailable at the time your courier company comes over for delivery?

A: Our courier company is instructed to deliver the parcel at the delivery address stated in the original order and get the receipt signed by the recipient. If the recipient is unavailable but has authorised someone else at the address to accept the delivery on their behalf, then our courier company will hand over the parcel to the authorised person.



Q: If I receive my parcel with either damaged outer packaging or damaged product , what should I do?

A: If at the time of delivery you find that the outer packaging is damaged, we request you to not accept the parcel. Our courier company will return the parcel to us and we shall ensure a replacement is sent to you, subject to availability of stock at that time. If we are unable to replace, then we shall process a full refund of your order.

If in case the outer packaging was fine but the product inside is damaged, we recommend that you put the product in its original packaging and contact us immediately at customerservice@grehom.com.

We recommend that you read our Returns Policy as well.

If you still have any concerns, questions or suggestions, please write to us. We reply to all correspondence within one working day of receiving it.



Q: Do you provide gift wrapping and gift message service?

A: Yes, we do offer these services. For details visit Gift Wrapping Service.



Q: Can I request a change in the Shipping Address after placing the order?

A: Yes, you can request change in the address but we will honour any such request if it is received by us within 2 hours of receiving your order. Please follow the instructions as given below:

Write to us immediately at customerservice@grehom.com

Please mention your order number, from the Order Receipt Confirmation mail

Mention the complete shipping address that you had provided at the time of placing your order and the new shipping address, where you would want us to deliver your order

Once we receive your e-mail, we will send you an e-mail confirming the change of address. In certain circumstances, we may ask you for more information before confirming change of address. Please note that change in address requests can cause delays in shipping your order.



Q: Can I request a delayed despatch for an order placed now?

A: Yes, you can request a specific date of despatch for your order. After placing your order, please send us an e-mail at customerservice@grehom.com specifying the date of despatch along with your order number. We should receive any such request within one hour of placing the order. On receipt of your request we would confirm acceptance of your instructions.

Please note that we would be unable to honour any cancellation requests for such orders once an acceptance e-mail has been sent by us, hence no amount will be refunded. While requesting a despatch date, please allow 2 to 3 working days of delivery time, same as our normal delivery policy.

Please note that we are unable to guarantee a specific date and time of delivery for any order.