Frequently Asked Questions
Placing An Order
Do I need to be registered to place an order on-line ?
As a part of the ordering process you will be asked to register. This is purely so that we can record which products you have ordered in case you need to return or contact us about your products. There is also an the option to order as a guest. Your details will never be sold or shared with anyone else if you register. We may from time to time send you an email about any offers or new products. You can be removed from this mailing list at anytime by informing us by email to firstname.lastname@example.org or by unsubscribing.
If you order as a guest we will not include you in our mailing list.
How will I know that you have received my order ?
You will always receive an email from us acknowledging your order. You will also receive follow up emails advising you of the status of your order, right up to dispatch. This order acknowledgement only advises that an order has been received, and is not confirmation that you order has been accepted and processed.
Can you provide me with a receipt ?
All orders will automatically be send a receipt by email after dispatch
What if an item is out of stock ?
In the un-likely event that an item is out of stock we shall contact you as soon as possible. Our inventory system does not allow out of stock products to be ordered. However in the event of an order being placed for stock that is no available for some reason we will offer you a suggested replacement product or a full refund
Can I add items to an existing order ?
It is not always possible to add items after an order has been submitted. We will always try to help when and where we can. Please email us as quickly as possible to email@example.com to inform us of your need to add items to an order. If an order has been dispatched we will not be able to add any products to the order, and a further order will have to be placed.
What should I do if I notice that my personal details are incorrect after I have completed the order process?
You should contact us as soon as possible on 01949 851800 and we will do our best to rectify the issue. Please have your order number to hand when contacting us. If an order has been shipped we may not be able to help.
Is it safe to use my Credit Card on-line with George and Dotty ?
We use the latest SSL encryption technology to store and safely transmit you personal and credit card data through our systems. All orders are processed through either Stripe, Laybuy, Klarna or Paypal via their secure systems.
Delivery and Shipping
Do you dispatch products out of the European Union ?
Yes, we do ship our products worldwide, however the cost of shipping may be quite high. We do not profit from our shipping costs, and try to keep these as low as possible for our global customers. Should you wish to enquire about other shipping services for outside of Europe please fell free to email us at firstname.lastname@example.org
Can I track my order online ?
Yes, you can log back into your account to see the current order status. We dispatch your orders promptly by our postal partners.
How much do you charge for shipping ?
We offer a variety of shipping options which you can select during our checkout process for our UK orders
We offer a basic shipping service for orders which costs £2.50 for orders less than £80, but this is free for orders of £80 and above. We ship these orders within 3-5 working days and usually use a Royal Mail Tracked 48 Hour delivery service.
Our enhanced shipping service costs £3.50, where orders are shipped within 1-2 working days and usually use a Royal Mail Tracked 24 Hour delivery service.
We also offer a priority service, where orders are shipped on the next working day, although these orders are often shipped the same day if placed before our post cut off. The orders are shipped by either UPS or Royal Mail, the cost for this service is £7.00
The shipping cost is per order, and not per item.
In the event of a product being returned, premium shipping costs are not refunded.
Will I have to sign for my order ?
In the vast majority of cases yes, however you can ask us to send packages to you without having to sign to receive it after your first order. This will only be allowed to be despatched to existing address in our system. This service cannot be guaranteed.
Can you deliver to a different address to my billing address ?
Yes, but not for your first order
What happens if I am out when you deliver ?
A card will be left by the delivery company, they should be contacted to arrange an alternative delivery time.
Returns and Exchanges
How do I return an item ?
Unsuitable items purchased via our on-line store must be returned within 14 days of our dispatch date for exchange or refund, except for sale items when they must be returned within 7 days. The items must not have been used and still have all tags still in place. Grace and Dotty product may have a security tag attached in a prominent place, the security tag is easily removed by cutting through the string which attaches it to the garment. If you remove the security tag you will be unable to return or exchange the products except where you are covered by our statutory rights.
Unsuitable items purchased at an event from us can be returned within 14 for a refund or credit note, however sale items, special purchases or non-regular stock lines can only be returned in exchange for a credit note against future purchases.
To return an item please email us at email@example.com to receive an authorisation note for the return and the address to return the item to. Items returned to our office address without the correct authorisation note may not get returned to our warehouse promptly and this may cause a delay in receiving a refund.
Where an item is faulty we retain the right to replace the item or issue a credit, unless the item is within the 30 days return window, where a refund may be given. Sale items can only be returned in exchange for a credit note against future purchases.
All items must be returned in a re-saleable condition, should this not be the case we will notify you upon the return, and reserve the right to charge a re-processing fee of up to 35% of the item cost. This charge will be at cost to us.
How should I care for my Grace and Dotty product ?
With lots of love and care. Our Capes have shoulder loops to help you hang the product on hangers. We always recommend that they are hung and kept in a garment cover whenever possible. The Headbands should also be looked after, if the faux-fur does flatten, then simply fluff it back up with COLD air from a hairdryer, DO NOT use any heat. The Dog Rugs can be wiped clean with a damp cloth.
Our products are all Dry Clean Only
Where are your products made ?
We are proud that our products are Made in England, in our own production unit, where our quality and dispatch can be closely controlled.
I cannot process my order ?
Whilst technology is a wonderful thing, it can also be problematic. If you cannot process an order on-line, please send an email to firstname.lastname@example.org and we will ask ‘the technical one’ in our office to help you if possible.