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Frequently Asked Questions

Delivery Information & Costs

How much does delivery cost?

Please click here for full details of our delivery costs.

Do you offer a next day delivery service?

We offer a next day delivery service for UK orders placed before 3pm from Monday to Thursday. Express orders placed on Friday will be delivered on Monday. Express delivery is charged at a flat rate of £7.99 per order.

How long will my order take to arrive?

You will receive an order confirmation email once you have placed your order and a dispatch confirmation once the order has been shipped. For full delivery times and shipping details, please click here.

  • Orders placed for delivery within the UK are sent on a standard service with Royal Mail, taking approximately 3-5 working days to arrive once dispatched. If your order has not arrived within 14 days after the date of dispatch, please contact our customer service team.
  • Orders placed for delivery within Europe are sent on a standard air mail service with Royal Mail, taking approximately 10 working days to arrive once dispatched. If your order has not arrived within 14 days after the date of dispatch, please contact our customer service team.
  • Orders placed for delivery to the rest of the world are sent on a standard air mail service with Royal Mail, taking approximately 15-20 working days to arrive once dispatched. If your order has not arrived within 21 days after the date of dispatch, please contact our customer service team.

Please click here for full shipping information, including the companies we use to send your goods.

What if I'm not in when delivery is attempted?

If you are not in when delivery is attempted, a card will be left by our delivery agent explaining what to do next. You are usually given the option to either pick up your parcel from your local Sorting Office or Post Office, or to arrange a new delivery date.

Is it possible to track my order?

Tracking information is available if you have chosen Express delivery. Please contact our customer service team on contact@grindstore.com and they will provide you with your tracking number.

Product Information

Can I order items that are 'Out of Stock'?

We are unable to take orders for items that are currently out of stock as we cannot guarantee when they will next be available for dispatch.

How do I know if an item is in stock?

If a product has an 'Add To Bag’ button next to it, this means that it is in stock and available for dispatch. On rare occasions we may discover that an item is out of stock after you have placed your order. If this happens, we will supply the remainder of the order and either process a refund for the item that is unavailable (including any related shipping costs), or we will contact you to offer an alternative item or size.

Payments

How can I pay for my order?

We accept payments from all major credit/debit cards -Mastercard, Visa, Visa Delta, Switch/Maestro (UK issued cards only), Solo (UK issued cards only), Paypal, UK Cheques, UK Postal orders and international money orders in pound sterling.

Please note that not all payment methods are available in all countries we ship to. Please contact us for more information.

Do you accept cash, wire transfers or Western Union transfers?

We do not accept cash, wire transfers or payments by Western Union transfers.

What currencies can I use?

All payments processed through our website are in pound sterling. This amount will then be converted into the currency used by your card issuer.

When is my card charged?

Your card will be charged on successful completion of security checks performed by our payment provider. If we are unable to process your payment, we will contact with you via email to inform you of this.

Please note that if a payment is not authorised, your card issuer may still reserve the funds meaning that you may not be able to access them for a short period.

My payment won't go through, why is this?

Payment may be declined for several reasons. If you do not have enough funds in your account to cover the total cost of the order, if there are discrepancies between your billing and delivery addresses or if you have supplied incorrect card details your payment may not be accepted. If you are unsure whether your payment has gone through, please do not hesitate to contact our customer service team who will look into it for you.

Returns

What is your returns policy?

We accept returns on all products except cosmetics, underwear, swimwear and body jewellery (e.g. earrings), for hygiene reasons. Goods must be returned in perfect condition (i.e. no animal hair or marks) with their original packaging. Original P&P costs paid when you placed your order will not be refunded.

How do I return an item(s)?

Our easy returns service is fast and hassle free. All you need to do is follow the instructions on the reverse of your invoice, making sure to send it back to us with the goods you wish to return. On its safe arrival with us we will be more than willing to offer an exchange or refund as requested on your invoice.

Please note: Customers are responsible for ensuring returned goods reach us safely. We therefore recommend that you send all items to us using a recorded delivery service such as Royal Mail Recorded Delivery.

I have received a faulty or incorrect item

It is important that you contact our customer service team before returning a damaged or incorrect item to us, either by phone on 01263 713417 (Monday to Friday, 9am to 4pm) or by email contact@grindstore.com (please quote your order reference number in your email) so that we can provide you with our freepost returns address.

Have you received my return?

We aim to process all returns within 48 hours of receiving them. Once we have processed your request we will send you an email to confirm.

When will I receive my replacement item?

Once the exchange has been processed, we will send you an email to confirm that the goods are on their way to you. For shipping times please click here.

When will I receive my refund?

Your refund will be processed once we have received your returned item(s) back at our offices. Once received, we will send you an email to confirm receipt. Where possible you will be refunded via the original method of payment (all refunds are processed in pound sterling). Refunds processed back to a debit/credit card usually take 3-5 working days to appear in your account. Refunds processed via Paypal will usually appear in your Paypal account on the same day, whilst cheque refunds will be processed and sent out to you within 7-10 days of the refund being requested.

My Order

How can I see the status of my order?

If you have placed your order online, all you need to do is log in to your account using your email address and password. If you click on ‘View Order History’ you will see the current status of your order. If you are having trouble logging in to your account, please get in touch with our customer service team.

Has my order been shipped?

Once your order has been sent out to you we will send you a dispatch confirmation email. Alternatively, you can check whether your order has been dispatched by logging in to your account and viewing your order history.

Can I cancel my order after it has been placed?

We are very proud of how quickly we process and ship orders. Due to this, we require cancellation requests to be sent to us up within one hour after placing your order. Therefore if you wish to cancel your order, please email our customer service teamas soon as possible! For your request to be processed successfully, please ensure you put ‘Cancel Order’ and your order number in the subject of your email. Alternatively you can call our customer service teamon 01263 713417.Our lines are open from Monday to Friday, 9am to 4.30pm.

Can I change items or amend the delivery address on my order once I have placed it?

Due to our fast processing and dispatch times, we are unable to guarantee requests to change orders once they have been placed. However, please feel free to email our customer service team within an hour of placing your order, stating ‘Change Order’ or ‘Change Address’ and your reference number in the subject of your email and we will do our best to action your request. Alternatively, you can call our customer service team on 01263 713417. Our lines are open from Monday to Friday, 9am to 4.30pm.

I've forgotten the password on my Grindstore account. Can I reset it?

Yes. To reset your password, please click on 'Your Account' in the top right hand corner of the site, then go to the 'Forgotten your password?' link.

Shopping at Grindstore.com

Is ordering from your website safe and secure?

Yes! It is just as safe to order online from a reputable online store such as Grindstore.com as it is to pay using your credit or debit card in a shop.

Do you ship to my country?

As a global store we ship all over the world. Please click here for delivery information and shipping rates relative to your country.

How do I place an order with Grindstore.com?

After browsing our website and selecting the items you wish to purchase using the ‘Add To Bag’ button, you then need to click on the ‘Your Bag’ button in the top right hand corner of the website. Then simply follow the instructions on the screen in order to finalise your order and complete payment.

How do I subscribe to your Newsletter?

Please click on the ‘Newsletter’ link on the bottom left hand side of the website to subscribe. You will then be asked to enter your email address in order to sign up to our Newsletter.

Do you have a catalogue?

We mail out printed catalogues 3-4 times a year featuring a selection of the products we sell. However, our full range can be viewed on our website. To request a catalogue, please email your full name and address to cataloguerequest@grindstore.com and we will be more than happy to send you a catalogue!

Do you have a shop I can visit?

Grindstore.com's products are currently only available through our website and catalogues.

Do you offer wholesale prices to shops and other businesses?

A large amount of our products are available to large suppliers, chains and independent stores via our wholesale site

Do you use Cookies?

Grindstore.com uses cookies to enable essential website functionality including basket, user accounts and checkout. We also use analytics and tracking cookies for analysing website usage and tracking affiliate sales.

Do you have a Privacy Policy?

Yes, please see our privacy policy.

How can I unsubscribe from emails?

We do not send unsolicited commercial emails. We will send you emails related to your order when your purchase from us, eg order confirmation and order dispatch notifications. We also offer a Grindstore newsletter to customers who specifically opt-in via the website. To unsubscribe or report an email complaint, please email contact@grindstore.com