Shipping policy
Delivery Information
At GRANDSTELLIS, we aim to make delivery fast, transparent, and hassle-free. We proudly offer FREE UK Mainland delivery on thousands of products while ensuring the safe and secure handling of every order.
📦 1. Processing & Dispatch Times
We aim to get your items to you as quickly as possible. Because of our wide range of products, dispatch times vary:
In Stock Items
• Approximate processing time: 12h-24h.
• You will receive tracking information as soon as your order has been dispatched.
Note: Please refer to the specific Product Page for the estimated dispatch and/or arrival times for your item. An estimated arrival time will also be displayed at Checkout.
Pre-Order Items
• Items labeled as 'Pre-order' are currently en route.
• These items will be packaged and shipped directly to your door the exact moment the new stock arrives at our warehouse.
Note: Please ignore the delivery timeframe shown at checkout, as it defaults automatically. You are welcome to contact us for an estimated arrival update either before placing your order or anytime after your order is placed.
Bespoke & Made to Order Items
• Items labeled as 'Bespoke' or 'Made to order' are crafted individually for you upon purchase.
• Due to the meticulous nature of custom production, please allow a minimum of 8 to 12 weeks for your piece to be completed and shipped.
Note: Please ignore the delivery timeframe shown at checkout, as it defaults automatically. Feel free to contact us anytime for a status update on your creation.
🚚 2. Delivery Timeframes (After Dispatch)
• In Stock Items: Depending on the product, the estimated arrival time is between 2 to 10 working days after dispatch. Please refer to the specific Product Page for your item's timeline.
• Bespoke, Pre-order, and Made to Order Items: Please refer to the production timelines outlined in Section 1.
• ⚠️ Important: Delivery times are estimates and not guaranteed. Final delivery depends on our courier partners.
🇬🇧 3. FREE UK Mainland Delivery
We proudly offer Free Delivery to the majority of the UK Mainland. Please refer to Section 4 below for postcode exclusions and regional surcharges.
📍 4. Postcode Exclusions & Surcharges
Certain postcodes incur higher courier costs due to their distance or accessibility.
• Surcharge Process: Our checkout defaults to Free Shipping. If your delivery address falls within a surcharge zone (as listed on the product page), we will contact you after checkout with a separate secure invoice for the regional surcharge plus VAT.
• Dispatch Requirement: This fee covers the additional cost of a specialist courier to your area and must be settled before dispatch.
• Your Options: If you prefer not to pay the surcharge, we will cancel your order and issue a full refund.
🛑 5. Lost, Damaged, or Delayed Parcels
• Delays: Weather, seasonal demand, or road issues may affect delivery. We will always assist in tracking and resolving delays.
• Lost Parcels: If the courier confirms a parcel is lost, we will replace the item or issue a full refund.
• Damaged Items: Please report any damage within 12 hours of delivery and provide:
- Photos of the item
- Photos of the packaging
- Courier label details
🛋️ 6. Access & Delivery Attempts
For any furniture or bulky items (mattresses, handmade pieces, etc.), please ensure:
• Safe and clear access for the delivery team.
• Someone is available to receive the item.
• Delivery Attempts: Couriers typically make up to two free delivery attempts. If delivery is unsuccessful after two attempts, the item will return to the depot. A wasted delivery fee may apply to cover costs. We will always notify you via email before applying any fees. This standard practice helps prevent delays, damage, and unnecessary costs.
✉️ 7. Small & Medium Parcel Deliveries
• Drop-off Policy: For smaller items, couriers may leave parcels in a safe location or with a neighbour unless a signature is required.
• Please note this is general guidance, and we are not responsible for individual courier behaviour.
• Failed Delivery: If delivery fails, redelivery may require rescheduling and may incur extra charges for special circumstances. Customers will always be notified before additional fees are applied.
📦 📦 8. Split Deliveries
Orders may arrive in multiple parcels depending on size, weight, or warehouse location. There is no extra cost unless otherwise stated.