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Delivery & Returns

Delivery & Returns
By Tom Allen 10 months ago 501 Views

Delivery

UK mainland: Delivery is free on all orders over £150. For orders under that, the delivery charge is added at checkout (£4.95 or £8.95 depending on the size). Deliveries are tracked, and we always use a pre-midday service with our delivery partners (so that you don’t have to wait in all day).

Northern Ireland, Isle of Man, Scottish Islands, Channel Islands: £10 surcharge on top of the above amounts.

Outside the UK: We do deliver across Europe and can even deliver outside Europe, charges vary quite a lot so we quote on an individual basis. Please contact chatter@grain.co.uk if you require a non-UK delivery.

In-stock items: (such as our accessories) will be delivered in 2-3 working days (an item’s in-stock status will be indicated on the product page).

Made to measure items: (such as our custom size tables) will be delivered in 4 to 5 weeks. Once your order for one of these is placed, we go through the following process ‘what happens when you order’.

Once we begin cutting your order we’ll let you know an approximate date window for delivery, sending you a selection of 2 days. About a week before your selected window we’ll contact you to confirm, and on the day of delivery it will arrive on a pre-midday delivery service. Please note that many of our products will arrive in more than one box (but at the same time) so that a single person can always move any box we send.


Cancellation and returns

Cancellation:

Our custom size products are made to order, with the process beginning as soon as you check out. You can cancel the order for up to 3 days after placing it, as after that the materials we’ve ordered will start being worked on. If you’re not quite sure about the size or choice you’ve made, then we’d really prefer it if you get in touch before we ship it, so that we can make changes to your order without the need for a costly courier run, so please get in touch with us as soon as possible and we’ll see what we can do (we’re very nice and understanding don’t worry).

Our in-stock (non-customised) items can be cancelled any time up until the point you receive them (when it becomes a return).

If you need to cancel or amend your order, email us as soon as possible on chatter@grain.co.uk quoting your order number and we’ll organise alterations or a refund.

Returns:

We quality check all products before they leave our workshop. However, in the unlikely event that there are any workmanship defects that you discover, or if the product and packaging have been damaged in transit, we will replace the item free of charge (we’ll need you to send back the damaged goods to us, also free of charge), or if you prefer refund you in full. On discovering damage/faultiness, don’t try to repair the product yourself, and if the box is clearly damaged immediately take photos of it as it arrived from the courier before opening so we can complain to them.

For all other returns - if the size doesn’t quite fit your room or you change your mind on the style, we are happy to accept these returns and will refund you, we just ask you cover the cost of delivery back to us, as most of our goods can’t just be put back on the shelf for someone else - although we hope to be able to reuse some of the parts and materials. Once we receive the items back at our workshop, we will process the refund to you within 7 days minus the cost of return transit (normally around £30 depending on location).

If you need to return an order, email us as soon as possible after receiving it (and within 14 days) on chatter@grain.co.uk quoting your order number and we’ll get straight in touch to organise return carriage with decent couriers. Remember to hang on to your original packaging to make sure it gets back to us in one piece.