F.A.Q.
Here are some common questions about
Grain and Frame.
General
Enquiries
What Are Your Customer Service Opening Hours?
Monday to Friday (excluding Bank Holidays), from 9 am until 5 pm.
How Do I Contact Your Customer Services Team?
By Email: info@grainandframe.com
By Phone: +44 (0) 121 737 2550
Or, by Live Chat via the homepage (click the ‘Chat Now’ or ‘Message Us’ button).
Do You Have Shops or a Showroom That I Can Visit?
Do You Offer Buy Now Pay Later or Klarna?
We do! Please see here – grainandframe.com/klarna
Do You Offer Custom or Bespoke Items?
Unfortunatly, we no longer offer the option to customise your order due to limited capacity in manufacturing.
Where Is Your Furniture Made?
We design our furniture in the UK. We partner with world-class manufacturing facilities from the Far East to bring our ideas to life.
Delivery & Installation
How Much Does Delivery Cost?
Delivery cost depends on the item you have purchased, please refer to the delivery information page or check the ‘Delivery Info’ tab on the product page for specific information.
Backordered Items
If an item is on backorder, you have the option to pre-order it from the next available batch.
However, while we strive to provide accurate timelines, delivery dates for backordered items cannot be guaranteed due to factors beyond our control, such as production schedules and logistics constraints.
Preferred Delivery Date
On checkout it’s possible to specify a preferred delivery date for your order.
However, this is not guaranteed as it depends on the routes our delivery partners have avalible. Look out for the option below on checkout.
Please note the following postcodes can take up to 2 weeks due to route availability;
PA1-19, FK, KY, KW1-14, PA21-38, PH30-41, PH49-50, IV41-49, IV51-56 / 63, AB, DD, PH1-36, IV1-40, All HS, KA27-28, KA27-28, KW15–17, PA20, PA41-49, PA60, PA61, PA62–75, PA76, PA77, PA78, PH42, PH43, PH44, All ZE, GY, JE, IM1-9, PO30-41, TR21-25
Who Delivers Your Furniture?
Our items are hand delivered by an insured delivery firm who specialise in furniture.
What Happens If I Miss a Delivery?
We will need to rebook your slot which can take up to 3 weeks, depending on your location.
Do You Ship Internationally?
Unfortunately, we only ship to mainland UK at the moment.
How Long Will Delivery Take?
For items listed as in stock, delivery can be as quick as 48 hours.
If the item is on back order, please refer to the product listing for the soonest available delivery date.
Can I Change My Delivery Address After I Have Placed My Order?
Amendments to orders can only be made if your order hasn’t been dispatched from our warehouse.
Do You Offer a ‘To Room’ Delivery?
Our items are hand delivered by an insured delivery firm who specialise in furniture. The firm will deliver to room of choice.
Do You Assemble Furniture Items?
We don’t I’m afraid but our tables and benches are incredibly easy to put together with the fixing kits we provide. The instructions are e-mail to you 2 days after order placement.
Orders
How Do I Place an Order?
You can easily place your order online at any time via our website, or, if you have questions or prefer to order by phone, you can call us from Monday to Friday (excluding bank holidays) 9 am – 5 pm on +44 (0) 121 737 2550.
Can I Add or Remove Products from My Order After I Have Placed It?
This is only possible if your order hasn’t been started in our workshop. Please call our customer services team on +44 (0) 121 737 2550 (Monday to Friday, 9 am – 5 pm, excluding Bank Holidays).
Can I Cancel My Order?
You can cancel your order as long as it hasn’t been dispatched.
To do so, please contact our customer services team at +44 (0) 121 737 2550 (Monday to Friday, 9 am – 5 pm, excluding Bank Holidays).
Can I Use My Gift Vouchers Online?
Yes, all vouchers can be redeemed online using the code displayed on your voucher.
Do Gift Vouchers Have an Expiry Date?
Yes, all vouchers expire 12 months after the purchase date. Any vouchers issued as a competition prize also expire after 12 months from the date of issue.
Returns
What Is Your Refund Policy?
Please see our Refund Policy – https://www.grainandframe.com/refund-policy/
How Do I Arrange a Return?
To arrange a return, please email our customer services team info@grainandframe.com.
What If My Item Is Faulty?
Please email our customer service team info@grainandframe.com within 24hrs of receipt of delivery. When emailing please include a photograph of the damaged/faulty item. We will then be able to discuss a replacement, repair or refund.
How Long Do I Have to Return an Item?
Refunds will not be issued until your return has been received and processed by the warehouse team. Processing can take approx. 2 working days after we have received your return but can take longer during busy periods. Your bank may take an additional 2 working days to receive the funds into your account (please check with your bank for further details).
How Will I Be Refunded?
Refunds will be returned to the original payment method used, for example, if you pay by card we will refund you to the same card used to place the order.