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?
Our Workshop is open for appointments from Monday to Friday between 10 am and 12.00 pm or 3 pm until 4.30 pm, by appointment only. Please call the team in advance on +44 (0) 121 737 2550 if you wish to visit our workshop.

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.

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?

Please get in contact, prior to purchase.

How Long Will Delivery Take?

All of our furniture pieces are handmade to order. The expected delivery time is detailed on each individual product page and is dependant upon our workshop capacity.

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 and fully assemble the pieces to a room of your choice.

Do You Remove the Packaging After Making a Delivery?

Our items are hand delivered and come with returnable packaging ready for the next customer, this helps us keep our wastage and carbon footprint to a minimum.

Do You Assemble Furniture Items?

Our items are hand delivered by an insured delivery firm who specialise in furniture. The firm will deliver and fully assemble the pieces to a room of your choice.

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?

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 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. Please note, we do not refund return costs.

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.

Still need help? Get in touch!

For any other questions, please write to us at info@grainandframe.com or call us on +44 121 737 2550