Shipping & Delivery Policy
Last updated: 5 June 2025
We aim to deliver your order as quickly and accurately as possible. Below you will find all information regarding our shipping and delivery policy.
1. Processing Time (Dispatch)
Orders are processed within 1 to 3 business days. Once your order has been dispatched, you will receive a tracking code by email.
2. Delivery Time
After dispatch, the average delivery time is 1 to 7 business days, depending on your location. Please be aware that delivery may be delayed during busy periods, public holidays, or due to customs procedures. All timeframes are estimates only and are not guaranteed.
3. Shipping Method and Origin
To reduce waste and minimise our carbon footprint, we ship directly from our supplier in China. Depending on the destination country, customs charges may apply upon delivery. Please note that for deliveries to the UK, customs fees may be due upon arrival. Our shipping partners are: [Shipping Services].
4. Shipping Costs
Shipping costs are displayed at checkout and depend on the weight of your order, the destination, and the selected shipping method.
5. Tracking — Customer Responsibility
- The customer is responsible for monitoring their tracking code via our website and the link provided by email.
- The customer is responsible for checking whether the parcel is being delivered to their address or redirected to a collection point, and for collecting it if necessary.
- If your delivery is taking longer than expected or something appears to be wrong, please contact us first at support@gracewoodlondon.com before initiating a chargeback or refund request through your bank or payment provider.
6. Delivery Responsibility
- Where tracking information confirms that a parcel has been delivered to the address provided, responsibility for the parcel passes to the customer.
- Please check your delivery address carefully before placing your order. Any errors must be reported within 24 hours of placing your order by emailing support@gracewoodlondon.com.
Please note: if your parcel is confirmed as delivered but you have not received it, we recommend contacting the shipping carrier directly. If the issue remains unresolved, please contact us at support@gracewoodlondon.com and we will do our best to assist you. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.