Help Centre

Delivery

Where do you offer delivery?
We offer delivery via DPD and Royal Mail across the UK Mainlands. We do not currently offer delivery to the Channel Islands, Offshore Islands, Highlands, Scottish Islands and outside of the UK.

How long will it take for my order to be delivered?
We aim to dispatch all orders within 3-5 working days. Please note that all delivery dates should be considered as indiciative.

Can I track the delivery of my order?
Once the order has been dispatched, DPD and Royal Mail will provide you with order tracking details.

Can I select a different delivery address?
Yes, we can deliver your order to an alternative address from your billing address.

How much does Standard UK Delivery cost?
The Standard Delivery charge for mainland UK is £3.95. Please note, standard delivery prices exclude excessively large and/or heavy items.

How does your Standard UK Delivery service work?
One your order has been received, we aim to dispatch all standard orders within 3-5 working days. All delivery dates displayed on the website are indicative.

Do you offer UK Next Day Delivery?
Yes, we can offer Next Day Delivery on orders placed before 11am (GMT).

How do I qualify for Free Delivery?
Orders of the value of £25 or above qualify for Free Delivery in the UK. Please note, free delivery prices exclude excessively large and/or heavy items.

Do you offer Special Delivery?
Yes, we offer Special Delivery upon request. Special delivery prices may vary according to delivery location and package weight. Please contact us on 01827 280080 to enquire.

What do I do if I have not received my order?
Please call our Customer Services team at sales@graftons.co.uk or 01827 280080. We are open Monday-Friday, 8.30am-5pm.

Orders

Can I amend my order?
Yes you can, please call our Customer Services team at sales@graftons.co.uk or 01827 280080. We are open Monday-Friday, 8.30am-5pm.

How do I cancel my order?
Please call our Customer Services team at sales@graftons.co.uk or 01827 280080. We are open Monday-Friday, 8.30am-5pm.

How will I know when my order has been dispatched?
We don't currently send our dispatch notifications however if you'd like to know further details on the whereabouts of your order, our Customer Services team will be more than happy to help you. Please give them a call on 01827 280080.

There is an item missing from my order. What should I do?
Claims arising from goods shortages must be brought to the attention of Grafton International in writing within 3 days of goods receipt. Claims made outside of this period will not be accepted.

My order is damaged what do I do?
On the rare occasion you receive a damaged or faulty item please contact us via sales@graftons.co.uk for advice before returning. Please ensure you include your order number on your email.

Can I place my order by phone?
Yes you can, please call our Customer Services team on 01827 280080. We are open Monday-Friday, 8.30am-5pm.

Payments

Which payment methods do you offer?
We accept Paypal. We also accept major credit cards including Visa, Mastercard, Solo, Visa Debit and Switch.

Will I be charged VAT?
All UK customers will be charged VAT. Prices quoted on our website include VAT.

Returns and refunds

What is your returns policy?
Please click here to view our returns policy.

How do I return an item?
Please contact us within 7 (seven) working days from when you have received the order to notify us that you would like to request for a return.

In order to notify us, please contact us in writing via;
Post: Grafton International, 301 Relay Business Park, Tamworth, B77 5PT, England
Email: sales@graftons.co.uk

Goods returned must be unopened and in a resalable condition. Unless the products or services are faulty, or not as described, you will be responsible for the cost of returning the products or services to us.

Which products cannot be returned?
We cannot accept returns for beauty accessories such as and not limited to; nail files, cuticle care tools which have been opened or used. These restrictions are a protective measure for the benefit of our customers. Products or Services which are included in our ‘gift with purchase’ promotions, cannot be exchanged or refunded, unless the full offer is returned.

When will I receive my refund?
We will process the refund due to you as soon as possible, in any case, within 30 calendar days of the day from which you gave us notice of cancellation of your order.

My account

How do I create an account with you?
Simply go to the My Account section on site and sign by completing the contact form. Once successfully registered you'll receive a confirmation email.

How do I reset my password?
You can request a password reset online, or you can contact our Customer Services team on 01827 280080.

Why can’t I sign into my account?
If you're having technical difficulties with our site please contact our Customer Sevicres team at sales@graftons.co.uk or 01827 280080.

How do I change my account details?
You can change your acount details by signing into your online account and working through each of the account tabs. If you have any problems doing so, please contact our Customer Services team at sales@graftons.co.uk or 01827 280080.

How do I unsubscribe from your enewsletter?
Please email our Customer Services team via sales@graftons.co.uk requesting to unsubscribe.

Privacy 

What is your privacy policy?
Please click here to view our privacy policy.

What are cookies?
Please click here to view our cookie policy.

General

What hours are your customer services team open?
You can contact our Customer Services team on 01827 280080, Monday to Friday, 8.30am-5pm. We are closed on Saturdays and Sundays and Bank Holidays. Calls will be charged at a local rate from a BT Landline, costs from other service providers may vary. You can also contact our Customer Services team via email on sales@graftons.co.uk, we will aim to get back to all emails within two working days.