We work hard to dispatch all orders the same working day when you order before 3PM. On rare occasions we can be overwhelmed by the amount of orders that rush in and we might be delayed in getting your order out to you. On other occasions your chosen courier may have already collected before 3PM that day.
Your tracking will update as your order progresses through the delivery network. When you receive a dispatch confirmation email from us this means your chosen courier has collected your order.
Some Royal Mail orders might show as "label generated" - Although Royal Mail collect from ourselves directly due to backlogs within Royal Mail there could be times when your delivery is not scanned until the next working day.
Has it been more than ten working days since you received your order dispatch email? If not then please don't contact us as there's nothing we can do for you at this point as your order will not be considered late.
We utilise a system which allows us to track which deliveries have not turned up to our customers and if more than ten working days pass without delivery confirmation our system will automatically create a replacement for your order.
We guarantee ALL orders to arrive or we will replace or refund you the order value.
A typical working day is Monday to Friday in the UK. Saturday is not considered a working day however some delivery partners may attempt to delivery on this date. Although Graded Green operate seven days a week, our delivery partners typically work Monday to Friday.
Throughout the year the UK have a number of Bank Holidays. These are not considered working days.
The following bank holidays in the UK remaining for 2020 can be found on the Governments website: https://www.gov.uk/bank-holidays
It is important that you input the correct address upon checkout as our courier will use the exact information you have provided to deliver your order. If the courier has delivered to the wrong address please contact us.
If you wish to cancel your order please email us (firstname.lastname@example.org) at the earliest opportunity for us to cancel down your order. Sometimes we cannot cancel your order if it has been collected already by the courier. Please refuse delivery if you do not wish to keep the order and it will be returned to us by the courier.
If you've received a wrong or damaged order we will always pay for return postage. If you just wish to return your order within the 31 day return period then we politely request that you pay for the return postage.
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Please search all the available Frequently Asked Questions before reaching out to our team. Due to the pandemic our support staff is working from home so please only email us if you have to.
If you're contacting us about an order that is yet to turn up then please allow ten working days since receiving the dispatch confirmation before emailing us as our team will not be able to assist you as the postage service will not consider your mail late if ten working days hasn't passed since we dispatched it.
If your question hasn't been answered on this page then please contact us via email: email@example.com
We guarantee a response to your email within 24 hours. Emails are answered from 8AM to 6PM Monday to Friday. Email responses during the weekend might be delayed until Monday.