PAYMENT

How to order

Please select your product(s) and add it to your basket. Once your selection is complete, proceed to checkout and enter your payment and delivery details, using our secure payment facility. Once your order has been received, we will confirm receipt of it by email but for the avoidance of doubt, this does not constitute acceptance of your offer.

Price

The prices of the products you order are set out on our website at the time you place your order. The price will include any applicable VAT and your total price will include the delivery charge. Please note orders £50 or over will be delivered free of charge (only applicable to England, Wales & Scottish Lowlands - see list below).

Payment

We take payment from your credit/debit card at the time we receive your order once we have checked your card details and stock availability. The credit/debit cards we accept are MasterCard, Visa and Maestro (we currently do not accept SAGA credit cards).

Products are subject to availability. If we are unable to supply the products, we will inform you as soon as possible. A full refund will be given should you have already paid for the products. Refunds will generally be made by means of a credit to your card.  

POSTAGE & PACKAGING

We only deliver to addresses in England, Wales, Scottish Lowlands and Northern Ireland.  

Scottish Lowlands include the following postcode areas:  KY, FK, DD, G, EH, ML, KA, DG, TD.

If you require delivery to a destination such as the Channel Islands or Isle of Man, or a location classed as outside the current accepted delivery areas, for example Scottish Highlands, please contact our online order team on 01384 282721 (lines are open between 9.30am and 5pm weekdays excluding bank holidays – a voice message can be left when lines are closed) or email onlineorders@juliangraves.co.uk for a delivery cost.  

Orders £50 or over will be delivered free of charge (this only applies to England & Wales).

We currently do not deliver to international locations.

If you have any queries about your order, please call our online order team on 01384 282721 (lines are open between 9.30am and 5pm weekdays excluding bank holidays – a voice message can be left when lines are closed) or email onlineorders@juliangraves.co.uk.

DELIVERY

Please allow up to 10 working days for delivery.  Deliveries will take place between 9am and 5pm weekdays. All parcels will be delivered to the address given and must be signed for. (Please keep the delivery note enclosed). 

If no one is available to sign for the parcel at the time of delivery, the delivery company will leave a card with contact details to arrange a follow up delivery.  

If you would prefer the parcel to be left in your porch or with a neighbour, please call 01384 282721 (lines are open between 9.30am and 5pm weekdays excluding bank holidays – a voice message can be left when lines are closed) or email onlineorders@juliangraves.co.uk.

  We will make every effort to deliver your parcel at the agreed time but we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

For the avoidance of doubt, if you have to rearrange delivery and you fail to do so within 14 days of such notification, you will be deemed to have accepted the products (this does not affect your statutory rights).  

If there is an error with the order or any other delivery problem in respect of the products ordered, you must notify us within 24 hours of the delivery date. We cannot be held liable for any loss or damage if you fail to do this.

RETURNS

We sincerely hope you are satisfied with your online order.  However, if you are dissatisfied with the products in any way, please contact our online order team on 01384 282721 and ask for customer care (lines are open between 9.30am and 5pm weekdays excluding bank holidays – a voice message can be left when lines are closed) or email onlineorders@juliangraves.co.uk within 24 hours of receiving the products.

To allow us to deal with your query as quickly as possible, please ensure you have your consignment number and a clear explanation as to the reason for your dissatisfaction with the products.  Please note this does not in any way affect your statutory rights.

We will confirm receipt of your complaint within five working days before making every effort to respond to you with a satisfactory answer.

OUR COMMITMENT TO CUSTOMERS

Our mission is to be the consumer's first choice for an innovative range of products from around the world, delivering outstanding quality at the best value in the market place. We will deal promptly, courteously, honestly and fairly with our customers. We welcome all customer enquiries and each one is answered individually. Please call 0845 602 4816 and ask for customer care (lines are open between 9am and 5pm weekdays excluding bank holidays – a voice message can be left when lines are closed) or email customercare@juliangraves.co.uk.

OUR PRODUCTS

Quality

Our aim at Julian Graves is to ensure only the highest quality products and ingredients are available in our stores, sourced from the best suppliers in the world.

Most of our products are delivered straight into our warehousing facility at our HQ in Kingswinford, West Midlands, and are pre-packed under strict quality controlled conditions, before being delivered to our network of retail stores.

Fair Trade

While we fully endorse the principles laid down in fair trade, in reality the availability of commercial quantities of fair trade products is very limited in the areas in which we trade. However, to ensure our customers have as much choice as possible, we will continue to look for relevant fair trade products.

Genetically Modified Foods

No products sold in Julian Graves' shops are genetically modified. Hydrogenated Vegetable Oil (HVO) HVO can be found in the following products:

• Bon Bons
• Butter Toffee Popcorn
• Choc Limes
• Coconut Mushrooms
• Fudge
• JG Mix
• Toasted Tea Cakes

If you have any comments or suggestions to make about our products, stores or staff, please call 0845 602 4816 and ask for customer care (lines are open between 9am and 5pm weekdays excluding bank holidays – a voice message can be left when lines are closed) or email customercare@juliangraves.co.uk.