shipping & returns
Below is a guide to our shipping services and costs. Please note that any ‘Next Day’ service will not be applicable over weekends and English public holidays.
We regret that we are unable to guarantee a timed or Next Day delivery service to remote or offshore UK mainland addresses.
We only ship orders on a Monday to Friday basis at present.
Any orders placed on the weekend will be shipped on the following Monday
or next working day if the Monday is a public holiday.
UK
Standard Delivery: £6 (next working day from dispatch)
Next Working Day Before 12 Noon: £15
(Orders must be placed before 2pm on the previous working day - Not available in peak periods of high demand)
Next Working Day Before 10:30am: £25
(Orders must be placed before 2pm on the previous working day - Not available in peak periods of high demand)
EU
Standard: €25
(3 – 5 working days from dispatch and subject to customs clearance lead times. Weekends and public holidays excluded in this estimate. Delays may occur in more remote locations.)
USA
Standard: $25
(1 – 3 working days from dispatch and subject to customs clearance lead times. Weekends and public holidays excluded in this estimate. Delays may occur in more remote locations.)
ROW
Standard: £25
(5-6 working days from dispatch and subject to customs clearance lead times. Weekends and public holidays excluded in this estimate. Delays may occur in more remote locations.)
please note the following:
All orders are shipped from our factory in Northamptonshire, UK. For any orders where import duty is applicable, Grenson will pay for any duty charges. The international shipping prices advertised are for an all inclusive door to door freight service. We regret we cannot ship to a PO box address due to our mandatory requirement for a 'proof of delivery' signature.
We use DPD and DHL for all of our UK deliveries. We use DHL Worldwide Express air freight for our USA shipments. We use FedEx road and air services for our European and Non-USA international shipments. DHL and FedEx offer express customs clearance facilities whilst your order is in transit.
DPD, DHL and FedEx all offer a high quality service that is secure and efficient whilst offfering full track and trace facilities. This ensures the fastest delivery time possible to you. Please note: these delivery times are estimations quoted to us by our carriers and can be subject to change with or without notice outside of our control. They should be used as a guide only.
We aim to dispatch all orders placed before 2pm UK time on the same day. Within sale or seasonal promotional peak periods, our dispatch process may be longer. Within a sale or seasonal peak, we aim to have all orders dispatched within 2 business days of being placed. Please be aware that we cannot offer timed Next Day UK deliveries during any of our sale or peak periods.
All customers will receive an email or SMS confirming when their order has been dispatched. This confirmation will include online tracking information.
RETURNS
If for any reason you wish to return your order, please follow the instructions detailed below. It is important to note that all items must be in an unworn or unused condition and you must inform us by email to: customerservices@grenson.co.uk within 14 days of purchase that you wish to return or exchange them.
You must then return the product to us within 14 days from the date you informed us.
Please note: If you wish to return any discounted product that you bought during a sale or other promotional non full price offer, we are unable to offer exchanges, but you can return it for a refund according to the terms above and then re-buy whatever you need.
if you are located in the uk
We have included a pre-paid adhesive returns label within your order packaging.
This is a tracked 48 hour Royal Mail service that can be dropped off at any of the 11,000 plus Post Offices in the UK. You can use the official Royal Mail Post Office branch finder here to locate your nearest Post Office. You can also arrange a collection from an address of your preference via our Royal Mail Returns Portal
Please make sure you complete the brief form on the reverse of your invoice to confirm the reason for your return and include it with the returned items.
If you do not include this paperwork, it can lead to a delay in us being able to process your return.
We aim to have all returned items processed within 10 business days of arriving back to our Warehouse. Please be aware of any public holidays, weekends or unprecedented events beyond our control which may potentially delay delivery of your return to us.
Please note: you can drop off items purchased online to any of our London stores but we regret we are unable to offer a refund in store. You will receive your refund once your returned items have arrived back to our warehouse and have been checked and processed by our Returns Department. Delivery back to our Warehouse can be delayed. Please be advised that any returns made to store cannot be guaranteed to be processed within the 10 business days schedule as detailed above.
We advise using our free returns labels or Royal Mail home collection service as provided wherever possible. These options will provide you with the most efficient returns service.
Our address for returning items to is:
Grenson Limited
Returns Department
Grenson House
C2 Crown Way, Crown Park
Rushden
Northamptonshire
NN10 6BS
United Kingdom
if you are located outside the uk
If for any reason you wish to return your order, please follow the instructions detailed below. It is important to note that all items must be in an unworn or unused condition, and you must inform us within 14 days of receipt that you wish to return or exchange them.
You must then return the product to us within 14 days from the date you informed us.
Please note: If you wish to return any discounted product that you bought during the sale, we are unable to offer exchanges, but you can return it for a refund according to the terms above and then re-buy whatever you need.
We offer a free of charge international returns service via DHL. If for any reason you wish to return your unworn items, please follow the instructions detailed below. Please note that all items must be returned to Grenson within 28 days of receiving your order in original packaging and unworn. We regret we cannot accept refunds or exchanges due to unwanted items returned outside of the 28 day returns window or if showing signs of wear or damage.
Please note: if your order is outside of our 28 day returns window, you will not be able to arrange a free of charge return automatically and will need to contact our Customer Services Team regarding your items.
To request a free of charge return, please follow the below steps:
- Firstly, please mark on the reverse of your original invoice whether an exchange or refund is required by ticking the box provided on the reverse of the invoice along with the reason for the exchange/refund. Please include this invoice in the package with the items to be returned. Without this processing your return can be delayed.
- In our constant drive to be more environmentally responsible, you will no longer require the 3 paper invoice copies for returning an item. We have stopped including these as of the 20th June 2023. This process is now fully automated and electronically processed when you create a return label based on the exact items you are returning.
- To arrange your return parcel's shipping, you will need to log into your account on our site and browse to the 'Orders' section of your account. From here, you will be able to select the specific order. By pressing 'View Details', you will be able to choose the exact order line items and the quantity that you wish to return. Upon selecting these, you can then generate a label for returning your items. This label needs to be printed and fixed securly to the outside of your package ready for shipping.
- Once completed and ready to ship, you can take your parcel to one of the many DHL drop off locations around the world. To find your nearest drop off location, please see the following location finder service from DHL: https://locator.dhl.com/
Please note: We advise leaving this no longer than 48 hours between creating a label and dropping off your parcel
. - It is important to also make a clear note on the outside of your package advising of: ‘BRITISH RETURNED GOODS’. Without this, you may be liable for import duty charges and your return may be delayed in arriving with us.
- Please make sure you take note of your return reference and the waybill number shown on screen before dropping off your parcel with DHL - this is how you can track your order via DHL’s online tracking service