Shopping FAQs

HOW TO ORDER OUR PRODUCTS

Having placed an order online you will receive a total of three emails providing you have an email address:

The first email is a confirmation email which you should receive immediately after your order is placed & payment has been made. If for any unusual reason there is a problem you will be contacted promptly and if your order cannot be met or if there is a delay in dispatch you will be notified. We will not collect any funds until we are ready to dispatch your items except for payments taken through Paypal. Please note some banks will reserve the funds for a short period of time before payment is due. A confirmation email does not guarantee that we can meet your order and should not be taken as a legal acceptance of your offer (to purchase goods).

The second email is a delivery email to notify you, the customer, that your goods have been dispatched and funds have been collected. We have been able to fulfil your order and a legally binding contract has been entered between yourselves (the customer) and Richard Grafton Interiors (the supplier). Please see our Terms page for our full Terms & Conditions.

The third email is simply a follow up requesting feedback (from Trust Pilot, an independent review company) to ensure you are satisfied with our service.

 

SECURE PAYMENTS

When you shop with Richard Grafton Interiors online, you can have peace of mind that your card details and account information are completely secure. We’ve partnered with PayPal & Stripe to securely handle all online payments. Stripe is certified to the highest and most stringent level available in the payments industry and all sensitive data and communication is encrypted at 256-bit.

 

DELIVERY

Our aim is to deliver all orders within the specified times once receipt of payment has been confirmed. All deliveries are subject to stock availability and security checks. Delivery will be made to the address provided. If the product is paid for by PayPal it will be delivered to the address which is registered with PayPal. The site is unable to change the address due to PayPal’s security policy.

Whist we will make every effort to deliver within the time stated on our website, we will not be liable for any loss caused to you by late delivery or for late deliveries as a result of Carrier actions which are beyond our control. Please contact us at sales@richardgraftoninteriors.com as soon as possible if you do not receive your goods within a reasonable time. We will endeavour to get your goods to you as soon as possible or you may cancel your order. You will be refunded once the goods have been returned to us in good order or classified as lost by the Carrier Company (Hermes).

We will attempt to deliver your order to the delivery address stated on your order. Richard Grafton Interiors will not be liable for any missing parcels should the delivery address have been entered incorrectly. If products are returned to us as undeliverable either because of an incorrect address or because of customer failure to contact the courier company or collect the goods from the depot where requested, we shall refund the price of the products less any delivery charges plus a £3 handling fee and any additional costs charged to us by the courier company for returning the goods to us. If we have to re-dispatch the order, if it has been returned to us, for reasons outside of our control there may be a charge.

Click and Collect orders will be held for 7 days only, if the order is not collected in this time, the customer will be refunded the cost of goods less a £3 handling fee. Please note customer’s require proof of identification upon collection.

 

UK DELIVERY & RETURNS

Please see our delivery page for the latest charges.

All our deliveries are sent out using a signed for courier service. For security purposes, we do not deliver to P.O. Box numbers.

Some products that are dispatched directly from the supplier may incur an additional delivery charge; this will be notified in the basket area.

Please see our returns policy page for more details on returns as well as the link to our returns form.

 

COMPLAINTS/ FEEDBACK/ RECOMMENDATIONS

Please feel free to give us any feedback, recommendations or comments about our services and website. We take this very seriously and aim to deal with any problems or difficulties in a timely fair and effective manner. Please email us on sales@richardgraftoninteriors.com or write to us at the postal address shown on our Contact Us page. We try to respond to any email enquiries within 4 working days.

 

EVENTS BEYOND OUR CONTROL

We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstances beyond our reasonable control including without limitation, strikes, lock outs and other industrial action, breakdown of system or network access, flood, fire, explosion, accident or  National lockdown.

 

CANCELLATION BY US

We reserve the right to cancel the contract between us (Richard Grafton Interiors) & yourself (the customer) if:

We have insufficient stock to deliver the goods you have ordered.

We do not deliver in your area.

One or more of the goods you ordered was listed as the incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we cancel your contract we will notify you by email and will credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for consequential loss or disappointment suffered.

See full Terms & Conditions here.

 

GIFT VOUCHERS

Gift Cards & Vouchers cannot be exchanged for cash.

Gift Cards & Vouchers can be used against full price and sale items.

Gift Cards & Vouchers are non-refundable.

Gift Cards & Vouchers cannot be replaced if lost or stolen.

If a customer makes a return for a product they have purchased with a Gift Card or Voucher a new Gift Card or Voucher will be issued and credited for that amount.

Promotional discount codes may not be used in conjunction with other offers and sale items.

From time to time we offer promotional discounts. An example being £20 off of the first £100 you spend on the Site. If your order consists of a number of products which amount to £100 and you return one product you will get the full price back minus the amount of discount which has been equally allocated to that particular product.

Promotional discounts are restricted to one use per customer unless otherwise stated.