Shipping policy
Delivery InformationAt GRANDSTELLIS, we aim to make delivery fast, transparent, and hassle-free. We proudly offer FREE UK Mainland delivery on thousands of products while ensuring 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:
- 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.
- You will receive tracking information as soon as your order has been dispatched.
- Approximate processing time: 12h-24h.
1.2 Pre-Order Fulfillment: Items labled as 'Pre-order' are currently in production or en route. These items will be packaged and shipped directly to your door the exact moment the new stock arrives at our warehouse.
You are welcome to contact us for an estimated arrival update either before placing your order or anytime after your order is placed. Please ignore the delivery timeframe shown at checkout, as it defaults automatically. Just reach out through our contact page, and we will provide you with the latest status.
2. Delivery Timeframes (After Dispatch)- General: 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 & Made to order items: This item is crafted individually for you upon purchase. Due to the meticulous nature of custom production, please allow minimum 8 to 12 weeks for your piece to be completed and shipped. 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.
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.
Certain postcodes incur higher courier costs due to their distance or accessibility.
Important: 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. This fee covers the additional cost of a specialist courier to your area and must be settled before dispatch.
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
Important: Please refer to the Return & Refund Policy for full information.
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
7. Small & Medium Parcel Deliveries
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.
- 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.
Orders may arrive in multiple parcels depending on size, weight, or warehouse location. There is no extra cost unless otherwise stated.
9. Contact Us
For delivery questions or scheduling assistance, please contact our support team at: support@grandstellis.co.uk