Call us: 0203 637 2663

FAQ

Orders
Q. I am concerned about submitting my credit card information online. Is it safe to place an order on your site?
Yes, absolutely safe. We use industry standard SSL technology.

Q. Do you send fabric swatches?
Request a free fabric swatch by filling in our contact us form here. In the comment section please leave your address and details of which fabric you like and we will get it sent out to you.

Q Can I place my order by phone?
Orders can only be placed online however if you have any questions please do not hesitate to call us.

Q. What types of payments do you accept?
We accept most major debit and credit cards as well as Paypal.

Q. How much is Delivery?
See our Delivery page for delivery charges.

Q. When is my credit card charged?
When you place the order.

Q. Will I receive confirmation?
A confirmation email is sent to you when you place the order.


Deliveries
Q. How does the delivery process work?
Once your order has been processed, your contact details will be passed onto one of the Delivery companies we use provided your item is in stock (see item product page for details).

Express Delivery- Your item will be dispatched on the next working day. Delivery usually takes 2-3 working days.

2 man service- A 2 man service is required for larger items. Delivery usually takes between 5-7 working days. The Delivery company will personally contact you a few days after your purchase and arrange a date/time for delivery that suits you.

For items which are not in stock, we will contact you as soon as we receive your item in our warehouse. For any further questions please email our Customer Service team (cs@fernandgrey.com)

Q. What is the cost of delivery?
Standard delivery charges range from Free - £29 depending on the size of the item. The price is clearly marked out on the actual Product page of the item you are ordering.

2 man delivery charges are fixed at £39.

Q. Do you ship outside of the UK?
We generally only ship to mainland UK however please email us at shop@fernandgrey.com if you live outside of mainland UK and we can see what we can do.

Q. Can I change my delivery address after I place an order?
If you wish to make a change to your Delivery address, please contact our Customer Service team (cs@fernandgrey.com, 0203 637 2663) prior to dispatch. If your order has already been dispatched and you wish to change delivery address, we will have to charge you for redelivery.

Q. What happens if I miss my delivery appointment with the courier?
Standard delivery- a 'missed delivery' card will be left at your residence and your item returned to the local courier depot. Contact the number on the card to arrange for redelivery.

2 man service- If you happen to not be at home at the pre arranged time, your item will be returned to our warehouse. Delivery can be re-arranged however this will incur another delivery charge of £39.

 

Returns and cancellations
Q. Can I cancel an order?
You are able to cancel your order anytime before it is dispatched for a full refund. If you cancel your order after it has been dispatched, we will refund you the price of the order less the delivery/return charges. Delivery charges are stated on the email confirmation you would have received once your order was processed.

Q. Can I return my product if I do not like it?
Yes we have a 30 day no quibbles return policy provided the item is returned in original condition with the packaging. If you are not entirely satisfied with your purchase or change your mind please email our Customer Service team (cs@fernandgrey.com) quoting your order number. Please see our Returns page for more information.

Q. What should I do if my order is damaged or you have sent me a wrong item?
In a rare instance that your product has been damaged or you have been sent a wrong item, please contact our Customer Service team (cs@fernandgrey.com, 0203 637 2663) immediately. Our team will assess the situation and assuming that your complaint is valid, we will arrange for the collection of your item, a refund, or a replacement. In situations like these we recommend getting in touch within 24hrs of delivery.

 

Rentals
We do loan chairs and sofas for photoshoots subject to stock availability. A fee may apply, so please email us as shop@fernandgrey.com with your enquiry. If we find out that any items have not been purchased in good faith, and have been used for any online/offline media and then subsequently returned, a fee may be applied and we may request that all media be immediately removed.

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