Shipping Policy
This Shipping Policy outlines how orders are processed, shipped, and delivered by Carter & Grace. It is intended to provide clear and transparent information in line with applicable consumer protection requirements.
1. Shipping Coverage
We currently ship orders within the United Kingdom.
2. Shipping Costs
We offer free shipping on all orders. The total price displayed at checkout is final, with no additional shipping charges.
3. Order Processing
Once an order is placed, you will receive a confirmation email. Orders are processed within 1–3 business days (Monday to Friday, excluding public holidays).
Orders placed after our daily cut-off time, 15:00 GMT, or on non-business days begin processing the next business day.
4. Shipping and Delivery Time
The estimated delivery time consists of two stages:
- Processing Time: 1–3 business days
- Transit Time: 4–5 business days
Total estimated delivery time is 5–8 business days from the date of order confirmation.
Delivery times are estimates and may vary due to factors outside our control, such as courier delays, weather conditions, or peak periods.
5. Dispatch and Tracking
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details, where available.
You can use the tracking information provided to monitor your shipment progress through our 'Order Tracking' page.
6. Delivery Information
Please ensure that your shipping address is accurate and complete at checkout. We are not responsible for delays or failed deliveries due to incorrect or incomplete address details.
7. Order Cancellations
To cancel your order, you have to contact us first at support@carterandgrace.co.uk. Orders can be cancelled before dispatch. Once an order has been shipped, it cannot be cancelled and must follow the return process outlined in our Return and Refund Policy.
8. Delays and Issues
While we aim to meet the estimated delivery times, delays may occasionally occur. Common causes include:
- High shipping volumes
- Customs or logistics delays
- Incorrect shipping details
If your order has not arrived within the expected timeframe, please allow two additional business days before contacting us.
9. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, incomplete, or incorrect, please contact us promptly at support@carterandgrace.co.uk with:
- Your order number
- A description of the issue
- Photographic evidence, where applicable
We will review your case and provide an appropriate resolution in accordance with your rights. For more details, please refer to our Return and Refund Policy.