Frequently asked questions
We keep things straightforward. Below are answers to the questions we hear most. If you need more, get in touch.
Shipping & delivery
How long does delivery take?
Processing:
- Orders placed before 11:00 GMT are processed the same working day.
- Orders placed after 11:00 GMT, or on weekends or public holidays, are processed the next working day.
Handling:
- Most orders are packed and prepared for dispatch within 1 working day (Monday to Friday).
- During peak periods, this may take up to 2 working days.
Transit:
- Once dispatched, delivery usually takes 6–8 working days.
Expected arrival:
- Most orders arrive within 7–10 working days from purchase.
See our Shipping Policy for full details.
What are your shipping options and costs?
We offer free delivery in the United Kingdom. No minimum spend. No hidden fees.
Delivery is tracked and handled by one of our delivery partners, depending on service availability in your area.
Do you ship internationally?
We currently deliver within the United Kingdom only.
How can I track my order?
Once your order ships, you'll receive a confirmation email with tracking information.
Track your order on our tracking page by entering your order number and email address.
What if my order is delayed or not delivered?
If your order hasn't arrived within the expected timeframe, contact us at support@grandlondon.uk with your order number. We'll investigate with our logistics partner and resolve it.
Delays may occur due to delivery network disruptions, weather conditions, or peak-season volumes.
Returns, exchanges, and refunds
What is your return policy?
You may return items within 20 days of receiving your order. Returned items must be unworn, unwashed, and in original condition with all tags and packaging intact.
We reserve the right to refuse returns that show signs of use, damage, or alteration.
For full details, see our Refund Policy.
Can I return an item if I've simply changed my mind?
Yes. If you've changed your mind, you can return any unworn, unwashed item in its original condition within 20 days of receiving your order for a full refund. Tags and packaging must be intact.
For change-of-mind returns, return postage is the customer’s responsibility.
See our full Refund Policy for details.
How do I initiate a return?
To request a return, use our returns portal or email us at support@grandlondon.uk within 20 days of receiving your order.
Include:
- Your order number
- Reason for return
- Photos (if the item is damaged, defective, or incorrect)
We'll respond within 24 hours on working days with your return authorisation and shipping instructions.
Who pays for return shipping?
For change-of-mind returns, return postage is the customer’s responsibility.
We do not provide prepaid return labels. We recommend using a tracked courier service, as we are not responsible for returns lost in transit.
For damaged, defective, or incorrect items, follow the return process above. We'll provide return instructions once we've reviewed your case.
Can I exchange for a different size or colour?
We do not offer direct exchanges.
If you need a different size or product, return the original item and place a new order for your preferred choice.
When will I receive my refund?
Once we receive and inspect your return, we'll email you. If approved, your refund will be processed to your original payment method within 7 working days. Your bank may need additional time to show the credit.
We refund the full item price. We do not charge restocking fees. Since delivery is free, there are no shipping charges to deduct.
Are any items non-returnable?
Items that have been worn, washed, altered, or are missing tags or packaging can't be returned.
I received the wrong item or it's damaged. What now?
If your order arrives damaged, defective, or in the wrong size or colour, contact us straight away at support@grandlondon.uk.
- Include your order number and clear photos of the issue.
- We'll review it and provide return instructions.
- Once we receive the item back and confirm the problem, we'll send a replacement at no extra cost or process a refund.
Product size and fit
Do you have a size guide?
Each product page includes a detailed size chart specific to that item. You'll find precise measurements to help you select the right fit.
If you need additional guidance, contact us at support@grandlondon.uk.
Are your clothes true to size?
Our garments follow standard UK sizing.
We recommend consulting the size chart on each product page, as fit can vary depending on the style and cut. Measurements are provided so you can select with confidence.
Product care
How do I care for my garment or accessory?
Follow these guidelines to keep your GRAND London items in proper condition:
- Wash cool: Use low temperatures (30°C) with mild detergent.
- Gentle cycle: For delicate fabrics, use the gentle cycle or hand wash.
- Air dry: Let garments air dry. Avoid the tumble dryer where possible.
- Ironing: Iron on low to medium heat. Use a protective cloth for delicate fabrics.
- Storage: Keep tailored items on hangers. Fold heavier knits to maintain shape.
- Always check the care label - it has the most accurate instructions.
For leather goods and accessories, wipe with a soft, damp cloth. Store in a cool, dry place away from direct sunlight. Avoid harsh chemicals or excessive moisture.
Ordering and payment
What payment methods do you accept?
We accept all major credit and debit cards:
- American Express
- Maestro
- Mastercard
- Visa
We also accept:
- Apple Pay
- PayPal
- Shop Pay
All payments are processed securely.
Are there any additional taxes or fees on my purchase?
No. All prices shown are final. What you see at checkout is what you pay.
Is my payment information secure?
Yes. All payment details are encrypted and processed through secure, industry-standard systems provided by Shopify and our payment partners.
We do not store your full payment information.
Information & support
How can I contact customer service?
Email us at support@grandlondon.uk or call +44 7763 952201.
Our customer service team aims to respond to all enquiries within 24 hours on working days.
What are your customer service hours?
Monday to Friday: 9:00 – 17:00 (GMT)
