Frequently Asked Questions

Below is a list of frequently asked questions. If we have not covered your question, please do not hesitate to contact us.

Placing an Order

Do I need to set up a Grace & Eden account to place an order online?

No. You can still process an order without having an account however an account makes it easier to view order history and help with future orders as your addresses will be saved here, making your next order seamless and quicker for you. You can also add items to a wish list.

Are my card details secure on your system?

Yes, your card details are secure. Our payment processer (Stripe) has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, they use the best-in-class security tools and practices to maintain a high level of security.

Please refer to our Privacy Policy for more information about how your personal information is stored.

What card payments do you accept?

We accept Visa, Mastercard and American Express.

How do I hear latest news and receive promotional offers?

Please do sign up to the Grace & Eden mailing list accessible on our website homepage to stay up to date on our latest arrangements, new stems as well as promotional offers. 

How do I modify or cancel my order?

We accept order modifications or cancellations any time before the order has been dispatched. Please contact Grace & Eden by emailing info@thefinefauxcompany.co.uk if you would like to modify or cancel an existing order.

How can I check when a certain product is available?

Our website is constantly updated with the latest stock availability. ‘Coming back soon’ items are labelled on the specific product and there is an option for you to be notified when it is available. By filling in the requested information on the relevant product page (name and email) we will notify you by email as soon as the product is available.

Promotional Codes & Vouchers

Do you offer promotional codes?

Yes

Why is my promotional code not working?

Possible reasons are listed below;

1) The promotion code date has expired – please check the promotion end date in the terms and conditions.

2) There is a mistake in the code – have you have entered the code exactly as it appears?

3) There are restrictions – items in your basket may not meet the promotion code terms we have set, i.e. full-price items, order total over a certain amount, items must be from a certain product category, single use only, etc.

Having checked the reasons above and still facing problems please contact us by emailing info@graceandeden.co.uk

Where do I enter my promotional code?

The promotional code box is on the payment details page of the checkout – just enter your code and apply.

Delivery

Where do you deliver?

Our standard Delivery partner covers UK wide delivery. For International orders please email info@graceandeden.co.uk

How much is delivery?

Standard UK delivery is £5.95 or free with all orders over £100.

DELIVERY RATES – UK HIGHLANDS, NORTHERN IRELAND & OFFSHORE:

These delivery rates apply for the following destinations;

  • Channel Islands – £20.00
  • Isle of Wight – £20.00
  • Isle of Man – £20.00
  • Northern Ireland / Ireland – £15.00
  • Scottish Highlands – £15.00

Orders will be sent to the delivery address that you specify when your order. We cannot take responsibility if this address is incorrect.  If products are returned to us as undeliverable either because of an incorrect address or because of customer failure to contact the courier company or collect the goods from the depot where requested, we will refund the price of the products less delivery costs incurred by us in sending out the goods plus any additional costs charged to us by the courier company for returning the goods to us.

We ask for a phone number at checkout, which is passed to the courier, should they have trouble finding your address and need to contact you. You can add to an order if it has not been shipped by emailing us.

When will I get my delivery?

Standard delivery takes approximately 5-7 working days. Please note that once parcels are dispatched, delivery timeframes maybe out of our control due to specific courier delays or issues. Arrangements can take up to 10 working days. Please refer to our Delivery and Returns page for more information.

Can I track my delivery?

Yes, you will receive your parcel tracking number via email.