FAQ

WHERE CAN I BUY YOUR PRODUCTS?
Our products can be purchased via our shop but if you would prefer to find our products in store you can contact us for more detailed information on your local retailers.
MY ORDER HASN'T ARRIVED
In the unfortunate event of your order not arriving within the time frame specified for the delivery option you have selected please contact our customer service team quoting your order reference.
RETURNS
Due to the nature of the goods we supply, we are unable to offer a refund or exchange for unwanted goods.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
In the unfortunate event of your receiving a faulty, damaged or incorrect product please contact our customer service team by e-mail at shop@gracecole.co.uk quoting your order reference within 48 hours of receiving your parcel. Our team will advise where the product(s) in question should be returned. Please use the original packaging the product was sent in. You will be responsible for the cost of returning the item(s) to us until we have examined the product(s) and found them to be faulty, damaged or incorrect, at which time a refund of postage will be processed via cheque. On receipt and examination of the faulty, damaged or incorrect product we will either forward a replacement using the original method of delivery selected or process a refund, according to your wishes.
REFUNDS
Refunds for faulty, damaged or incorrect products will be made via the original method of payment used. We will notify you by e-mail when the refund has been processed, please allow up to 14 days for the credit to appear. If the funds do not appear please check with your bank in the first instance. In the unlikely event they are unable to assist please send details to shop@gracecole.co.uk so that we may fully investigate.
YOUR STATUTORY RIGHTS
By Law, customers located in the European Union have the right to withdraw from their purchase of an item within seven working days of the date an item is delivered. Should you wish to cancel your purchase please do not open the package and e-mail shop@gracecole.co.uk quoting your order number, stating that you wish to exercise your right to cancel your order, within the seven working day cooling off period. We will forward details of where your unopened parcel should be returned to and you will be responsible for the cost of returning the item(s) to us. On receipt of the goods we will process a refund via the original method of payment used. For more information about your statutory rights please visit the Department for Business, Innovation and Skills website.
SECURITY AND PRIVACY
Grace Cole Ltd, is committed to protecting the information we receive from you, which we use to provide you with the service(s) you request from us. When you purchase goods from us we record your details to ensure that we can, for example, carry out our obligations arising from any contracts entered into between you and us, for example to fulfil your orders and deal with any payment queries
HOW WE PROCESS AND STORE YOUR INFORMATION
The data we collect from you is processed by staff who are directly employed by Grace Cole Ltd. These staff will be engaged in the fulfilment of your order, the processing of your payment details and the provision of customer support. Any information you provide will be held securely on our systems. All payment transactions are transmitted using 256-bit Secure Socket Layer encryption, which encrypts information you input.
DISCLOSURE OF INFORMATION
We will not share or disclose your information with any third parties, nor will we use it to send any unsolicited marketing material
ACCESS TO YOUR INFORMATION
Under the Data Protection Act 1998 you have the right to request a copy of the personal data which we hold with reference to you. We reserve the right to charge a reasonable fee (not exceeding £10) for the provision of a copy of this data. You also have the right to have any inaccuracies in your personal data corrected.
NOT FOUND WHAT YOU'RE LOOKING FOR?
Our customer service department are here to help, please contact us and we'll get back to you as soon as possible.