FAQ’s.
Can I collect my order from the Gosforth shop?
Yes you can. Select ‘Collect from the Gosforth shop’ from the delivery options at the checkout, print off your order confirmation or order number and bring it with you to the shop.
For the Gosforth shop, please allow two hours before coming to collect.
If you change your mind and would like to have your order delivered then we will need to take a payment by phone to cover the cost.
Do you deliver to my country?
We deliver to all EU countries.
How long does delivery take?
If your order was made prior to 3pm, Monday to Friday, it will be sent that day*; otherwise your order will be sent out on the next business day. It will arrive the following business day. We will send you an email to let you know exactly how and at what time your order was despatched, including tracking number. If your order is placed on a Friday and you opted to pay for Saturday Delivery your order will arrive on the Saturday.
International delivery times vary, Europe is generally 2–3 working days from date of despatch.
- same day despatch not always possible during sale periods, but we will always try our best – let us know if it’s vital.
How do I know if my order has been shipped?
You will receive a dispatch confirmation email to confirm your order has left Greyjoys.
Can I track my parcel?
All orders shipped are trackable. We will email you tracking details as soon as the parcel has been collected.
Do I have to have my order delivered to my billing address?
We provide the option to ship orders made through our website to a different address from the one at which your card is registered. For security reasons we may contact you to verify your details before shipping to a different address. We reserve the right to ignore your requested shipping address and deliver your order to your billing address.
Can I change the delivery address after I have placed my order?
Maybe. If you have made a mistake with your delivery details then contact us immediately and we will update them if we can. For security reasons orders placed over the telephone must be shipped to the billing address. If the order has already left our office then the delivery address cannot be changed. If this happens we will need to wait for the parcel to be returned to us and then post the parcel out again at your expense.
Why have I been asked for additional information?
We occasionally carry out security checks on orders. There are many reasons why we choose to do this and we have a policy of making random spot checks. If you have been asked to supply additional information please be aware that we cannot begin the dispatch process until the information is received. We use the utmost discretion and security with any information we receive.
Will I have to pay customs and import charges?
Maybe. Any customs or import duties are charged by local customs agencies once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Can you mark the parcel as a “gift” or declare a lower value for my order so I don’t have to pay customs charges?
Unfortunately we cannot as this is against the law. Random spot checks are common, and we are responsible if we are caught mis-declaring our exports.
Why hasn’t my order arrived yet?
International shipments can occasionally take longer than expected. Goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 7 working days from you receiving your despatch email then please contact Greyjoys and we will investigate for you.
Check first that you haven’t been left a card from the couriers.
What happens if my parcel gets lost?
Things occasionally go missing in the post. Don’t worry, all shipments are fully insured and we will be happy to make a claim on your behalf if your order is lost. Our policy is to give you a full refund or to send a replacement once the required time has passed, stated by the relevant shipping company in their terms.
If the reason a parcel takes longer than expected to arrive, or gets lost, is because the address given was incorrect or incomplete we cannot accept any liability for this. We will however try to help in these situations.
Generally we need to wait 10 days from dispatch to begin this investigating missing parcels.
Do you deliver to PO BOX addresses?
No. Because of the high risk of fraud we are unfortunately unable to deliver to PO boxes.
If I have sent something back to be exchanged how will the replacement be delivered to me?
Our policy is to deliver any replacement items using the delivery method you chose for your original order. We reserve the right to use an alternative delivery method when it makes sense to us.
Who do I contact in case of a complaint?
Please send an e-mail stating your order or invoice number and a description of the problem together with the item no. of the product to the Greyjoy’s service team at info@greyjoys.com. We will get in touch with you as soon as possible.
How do I return goods?
If you should once not be satisfied with our products, or even should have a reason for complaint, we offer an uncomplicated return procedure to you via the MiaCara return-portal. Regarding a return please contact the Greyjoy’s service team at info@greyjoys.com. You can also find detailed recommendations for the return in our terms and conditions.
We were not able to answer your question?
Call us on 07834666270 or email info@greyjoys.com