Orders & Shipping
How long does it take for me to receive my order?
Depending on the shipping service you selected at checkout you will need to read the following below.
Standard UK Delivery: Our standard day delivery service is up to 3-5 days delivery time, once your order has been placed you will receive a confirmation email.
Next Day Delivery: Orders received before 2pm will be shipped the same working day, any time after this the order will be shipped the following. Once your order has been placed you will receive a confirmation email.
Delivery is fully trackable – we will email you a link to your tracking information when your order is being processed. Please allow up to one working day from your order processing email being received before contacting us.
How do I track the status of my order?
We will email you a link to your tracking information when your order is being processed.
How do I change my shipping address?
Please contact our customer service team at email@example.com within the hour of placing your
order so we can alter the shipping address to avoid shipment errors.
What will happen if I am not in when my order is being delivered?
If you are not in when delivery is due, the delivery driver will attempt to leave it with a neighbour or in a safe secure place. If this is not possible, a card should be left with details of how to rearrange your delivery. Your parcel will remain at the collection office for approximately 14 working days, if this is not collected in this time it will be returned to Grape Escapes and your order will then be refunded less the initial delivery cost.
Returns and Exchanges
I received the wrong item?
In the event that the item received is incorrect you must contact Grape Escapes on
firstname.lastname@example.org within 7 days with photographic evidence of what was received. Once this issue has been investigated by the customer service team, they will make contact with the course of action that needs to be taken, whether a return is required or whether a refund / replacement will be issued.
My order arrived damaged?
If upon receiving the order it has been delivered damaged, you must contact Grape Escapes on
email@example.com within 7 days of receipt with full photographic evidence of the damage showing all parts. The photographs must contain pictures of all damage for the seller to be able to progress with any refunds/returns applicable. Once your case has been investigated by the customer service team, they will make contact with the course of action that needs to be taken, whether a return is required or whether a refund is needed.”
You may cancel an order for any reason, however once an order has been shipped it may not be possible to process a cancellation request. If the buyer wishes to cancel their order we recommend this is actioned within 1 hour of placing your order.
In the unfortunate event the buyer believes their order is not satisfactory or up to standard they may request a return via contacting firstname.lastname@example.org, this will be reviewed by our customer service teams and once authorised they will be provided with a Pre-Paid postage label. Only when the item has been received back at the Grape Escapes office a refund will be issued, less any related costs.