Shipping policy

 

Last updated: 13 December 2025

This policy outlines how we handle delivery for all orders placed on our site. By placing an order, you agree to the terms below.

Where We Ship

We currently deliver within the United Kingdom only. Orders are shipped to the address provided at checkout - please double-check your details before confirming, as we cannot amend addresses once the parcel is in transit.

What You'll Pay

We offer free delivery within the United Kingdom. No minimum spend. No hidden fees.

How Long Does It Take

Here's what to expect once you place your order:

Cut-off time: 11:00 GMT.

• Orders placed before 11:00 GMT on working days are processed the same working day. Orders placed after 11:00 GMT, or during weekends or public holidays, are processed the next working day.

Handling time: 1-2 working days.

• Most orders are packed and prepared for dispatch within 1 working day (Monday to Friday). During peak times (e.g. sales or seasonal periods), this may take up to 2 working days.

Transit time: Once dispatched, delivery usually takes 6–8 working days.

Total delivery time: Most orders arrive within 7–10 working days from purchase.

• If your order is placed just before a weekend or bank holiday, it may take slightly longer. During peak times, an extra day or two may apply. If any significant delays arise, we'll notify you by email.

Who Delivers Your Order

Delivery is tracked and handled by one of our UK delivery partners, depending on service availability in your area.

Tracking

Once your order is dispatched, you'll receive an email with your tracking information. Most tracking links activate within 24 hours. If yours hasn't updated after that, contact us, and we'll investigate.

You can also check your order status at any time on our Tracking page using your order number and the email address used at checkout.

If Something Goes Wrong

While most parcels arrive on time, delays can happen. These may be caused by:

• Severe weather
• Delivery network disruptions
• Public holidays
• High order volumes (e.g. sales events)

If we're aware of a delay, we'll email you. If your parcel is overdue and you haven't heard from us, get in touch, and we'll track it down.

Damaged, defective, or incorrect Items

If your order arrives damaged, defective, or in the wrong size or colour, get in touch straight away at support@grandlondon.uk.

• Please provide your order number along with clear photos showing the issue.
• We'll assess the problem and send return instructions.
• After receiving and inspecting the item, we'll arrange a replacement at no cost or issue a refund.

Failed Deliveries

If a delivery attempt is unsuccessful, the courier will follow their standard re-delivery or collection process. If the parcel is returned to us, we'll contact you once it arrives back. Reshipments may incur an additional delivery charge.

We are not responsible for failed deliveries caused by incorrect or incomplete address details entered at checkout.

Changes to This Policy

We may update this shipping policy from time to time. Any changes will take effect as soon as they are published on this page.

Questions?

For questions related to shipping or delivery:

Email: support@grandlondon.uk

Phone: +44 7763 952201

Customer Service: Monday to Friday: 9:00 – 17:00 (GMT)

We aim to respond within 24 hours on working days.

Address: 18 College Street, Petersfield GU31 4AD, United Kingdom