Shipping policy
SHIPPING POLICY
Stratton & Grey Shipping Policy
This Shipping Policy applies to orders placed through the Stratton & Grey online store. Our goal is to make our shipping process clear and straightforward, so you know what to expect when placing an order with us.
By placing an order with Stratton & Grey, you acknowledge and agree to the shipping procedures outlined below, subject always to your applicable consumer rights.
PROCESSING AND SHIPPING TIMES
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Order cut-off time: 5:00 PM
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Processing time: 1 to 3 business days, Monday to Friday
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Estimated shipping time: 4 to 8 business days, Monday to Friday
Please note that shipping times are estimates and may vary depending on your location, carrier delays, peak periods, weather conditions, customs procedures, or other circumstances outside our reasonable control.
DELIVERY METHODS
We work with reliable shipping carriers and delivery partners to ensure your order reaches you safely and efficiently.
Once your order has been processed and shipped, it will be handed over to the applicable carrier for delivery to the address provided during checkout.
SHIPPING COSTS
Free standard shipping is available on all eligible orders.
Any applicable shipping charges will be clearly displayed during checkout before you complete your purchase.
ADDRESS CHANGES
If you need to change your delivery address, please contact us as soon as possible after placing your order.
We recommend contacting us within 24 hours of placing your order at:
Email: support@strattonandgrey.com
Once an order has been processed or shipped, we may no longer be able to change the delivery address. We cannot guarantee that an address change request can be completed after the order has entered the shipping process.
ORDER TRACKING
Once your order has been shipped, you will receive a shipping confirmation email containing tracking information where tracking is available.
You can use the tracking information provided to monitor the progress of your shipment until delivery.
Please allow some time for tracking information to become active after your order has been dispatched.
INCORRECT DELIVERY ADDRESS
Please make sure that your delivery information is accurate and complete before completing your purchase.
If an incorrect or incomplete address is provided and the package cannot be delivered, the shipment may be returned to the sender or our fulfilment partner.
If a package is returned because incorrect delivery information was provided by the customer, additional shipping costs may apply if the order needs to be reshipped, subject to applicable law.
ORDER CANCELLATIONS
If you change your mind after placing an order, you may contact us as soon as possible to request cancellation.
We can generally cancel an order only if it has not yet entered the processing or shipping stage. Once an order has been shipped, cancellation may no longer be possible.
If your order has already been dispatched, please refer to our Returns & Refund Policy for information about available return or refund options.
Nothing in this section limits any cancellation, withdrawal, return, refund, or other rights you may have under applicable consumer law.
DAMAGED PACKAGES
If your package appears to have been damaged during transit, please contact us as soon as possible at:
Where possible, we recommend taking photographs of the package and the damaged item before opening or disposing of the packaging.
If the carrier requires you to report the damage directly, please follow the carrier's instructions as well.
If a package is delivered while you are unavailable, please inspect the package as soon as reasonably possible after receiving it and contact us if there is any visible damage or an issue with the contents.
LOST OR DELAYED PACKAGES
If your tracking information indicates that your package has been delivered but you have not received it, please first check around your delivery address and with other household members, neighbours, or the relevant delivery location where applicable.
If you still cannot locate your package, contact us at:
For packages that appear to be delayed or lost in transit, we may contact the shipping carrier to investigate the shipment.
Delivery estimates are not guarantees, and delays may occur due to circumstances outside our reasonable control.
TAXES, DUTIES AND IMPORT FEES
Any applicable taxes, duties, customs charges, or import fees will depend on the destination country, order value, applicable laws, and the shipping arrangements used for your order.
Where applicable, charges that are collected from you at checkout will be displayed before you complete your purchase.
If additional customs duties, import taxes, clearance charges, or other fees are imposed by the destination country or relevant authorities, these may be payable by the customer where permitted by applicable law.
DELIVERY RESPONSIBILITY
We will make reasonable efforts to ensure that your order is processed and shipped within the estimated timeframes stated above.
However, delivery times may be affected by circumstances beyond our reasonable control, including carrier delays, severe weather, customs procedures, public holidays, high-volume periods, or other unforeseen events.
Nothing in this Shipping Policy limits any rights or remedies that cannot legally be excluded under applicable consumer law.
CONTACT INFORMATION
Our customer support team is available:
Monday to Friday: 9:00 AM to 5:00 PM
For questions regarding shipping, delivery, tracking, or your order, please contact:
Stratton & Grey
Email: support@strattonandgrey.com
We aim to respond to customer enquiries within 48 hours during business days.
RELATED POLICIES
For information about returns and refunds, please refer to our Returns & Refund Policy.
For information about how we process personal information, please refer to our Privacy Policy.
For information about purchases made through our website, please refer to our Terms & Conditions.