Frequntly Asked Questions

So you've got some questions that need answering have you? Well, we have the answers. Check out our most frequently asked questions below as you are likely to find your answer there. If not, complete our contact form on our copntact page and one of our team will get back to you. So, what do you want to know about?

 

PAYMENT
  • What payment methods do you accept?

You can pay online via your paypal account or you can use your credit or debit cards including Visa and Mastercard.

  • Can i place a telephone order?

Unfortunately we are not able to take payments over the phone. You can be safe in the knowledge that our website has been designed to offer all out customers maximum security when shopping online.

  • When will my card, paypal or account be charged?

Monies will be taken from your account as soon as you place the order online.

  • Why was my order cancelled?

There could be a number of reasons why your order has been cancelled. We always endeavour to contact you if the order has been cancelled. Possible reasons may be incorrect details or recently moving address.

  • What currencies can i pay in?

We accept currencies from all over the world, but the transaction will be processed in pounds sterling (£). Your bank provider will determine the exchange rate at the time of your transaction. These fees are out of our control so if you have any issues please contact your bank.

  • How long is my gift voucher valid for?

Our gift vouchers are valid for 3 months from purchase.

 

SHIPPING
  • Do you offer free shipping?

Yes, we offer free tracked shipping within the UK on all orders over £50.

  • How much does shipping cost?

We have variable shipping rates depending on your location, however orders within the UK are charged at £3.95 (tracked service) if under £50. If you add a product to cart and choose go to checkout the website will automatically calculate your shipping based on location.

  • Do you ship internationally?

Yes we do ship internationally. In most cases you (the customer) will have to pay duty charges on your international order. Under no circumstances can we mark international orders as a gift to bypass custom fees.

  • Where are you based and where do you ship from?

We are a UK based company and all our fulfilment is handled from with in the UK.

  • What if i enter an incorrect delivery address?

It is your responsibility as the customer to ensure that the delivery address is entered 100% correctly. We are not responsible for any lost orders as a result of an incorrect delivery address.

  • How long will my order take?

Each order can take variable amounts of time to arrive depending on your location. UK orders can take between 1-3 days, European orders 3-5 days and Americas / Australian orders can take 7-10 days. If we haven't covered your location please email us by visiting our contact page.

  • Can i track my order?

Yes, your order will be tracked and you will receive an email with a tracking reference once you have placed the order. Please allow a little bit of time for this email to arrive after your order as tracking information will not be immediately available.

 

RETURNS & EXCHANGES
  • Do you offer returns and exchanges?

Yes we do. For specific information on our returns policy please view our returns page by clicking here.

  • What about international returns?

If you are based outside of Europe please email hello@bluewhiteandgrey.com and our customer service team will advise you further.

  • How long do i have to return an item?

You have 14 days from the date the goods were received to return your item.

  • Can i return sale or discounted items?

There are strictly no refunds or returns on sale or discounted items.

  • How can i return an unwanted item?

This is very simple. Download our returns form, post back to the address on there and we will issue a refund on arrival. For further information an our returns form please visit our returns and exchanges page.

  • What if i want to exchange an item?

Download our returns form and state what item you would like to exchange your return for. Once we have received your return we can send the exchanged item out.

  • Where should i send my return?

Please send all returns to: BLUE WHITE AND GREY RETURNS, Orchard Melamine, Steadfold Lane, Stamford, Lincolnshire, PE9 3UN.

  • Can i return the item in person?

Unfortunately you cannot drop the return off in person at the warehouse. Please send to the address above.

  • How long does it take to process my refund?

Once we have received the item and processed the return, the money should be back in your account within 5-7 working days.

 

COOKIES & PRIVACY
  • How do you use cookies and what is your privacy policy?

You will be able to find all the information you need in our privacy policy.