Why can you not deliver to my address?
Unfortunately due to supplier restrictions, we are unable to ship certain brands outside of the Channel Islands. For items without restrictions we currently deliver to the UK only.
Do I have to order online?
We can also accept your order by telephone. Call us free on 0800 012 1771. One of our dedicated customer service advisers will be happy to take your order. Our lines are open Monday – Friday, 9am -5pm.
Please note, when placing telephone orders, the delivery address must be the same as your billing address. This is to protect against fraudulent claims. If you would like your order delivered to an address other than your billing address we would ask that you place your order though our website.
Do you sell gift vouchers?
We currently sell gift cards for use in store only. These can be purchased here. Please note that voucher codes cannot be used against any gift card purchase.
Which courier company do you use?
We use Royal Mail for all our deliveries within the UK.
Can I pick up my order from your shop?
Unfortunately it is not possible to pick up orders from the de Gruchy store.
I need more information about a product.
We make every effort to provide as much information about our products as possible. If however you do require any further information you can ask a question through the ‘Question’ tab on each product page.
I'm having trouble with my basket.
The most common resolution for this problem is to delete the cookies on your PC and try again. If the problem persists click here to contact us via email or call us free on 0800 012 1771. Our lines are open Monday – Friday, 9am -5pm.
When will I pay?
Payment is taken at the time of order.
How can I pay?
We accept Maestro, Solo, Delta, Electron, Visa and Mastercard. Should you wish to place your order online we can also accept PayPal.
I'm getting lots of pop-up ads when viewing your site.
At de Gruchy’s we do not endorse any pop-up advertising that appears during your visit to our site. This intrusion is commonly known as spyware and we recommend removing it by using a tool such as Ad-aware, which is available to download online.
Can I make a payment to my de Gruchy account card online?
At present we are not set up for customers to make payments to their de Gruchy Account Card on our website. You can make a payment by calling our accounts department on 01534 818818 or alternatively drop into our store.
Can I change or cancel my order?
At de Gruchy’s we endeavour to have your order with you as quickly as possible. This does however mean we operate a quick processing and dispatch policy. We therefore ask that customers who wish to change or cancel their order click here to contact us via email or call us on 0800 012 1771 within one hour of placing the order. Our lines are open Monday – Friday, 9am -5pm. You will be required to quote your order reference number.
We will of course make every effort to change or cancel the order after this time however can not guarantee this will be possible. If in the event your order is already dispatched, you do have the option of returning it to us. Please read our Returns Policy and Procedure for full details.
I haven't received a reply to my query.
We endeavour to respond to all customer enquiries within two working days. If you have not received a response in this time we would firstly ask that you check the junk or spam folders in your email account. If you still have not received a reply please call us on our free phone number 0800 012 1771. One of our dedicated customer service advisers will be happy to help. Our lines are open Monday – Friday, 9am -5pm.
Can I track my order?
We confirm dispatch of all orders by email. Should you require any further information on the whereabouts of your order you may of course contact our dedicated customer service team. Click here to email or alternatively call free on 0800 012 1771. Our lines are open Monday – Friday, 9am -5pm. You will be required to quote your order reference number.
Can I return an item?
If you are not happy with your purchase for any reason you can return it to us. Returns must be unused and returned in their original packaging.
By reason of their nature we are unable to accept back any goods if they have been opened or the security seals have been broken, unless they are faulty. Hosiery (including Armery) cannot be returned, unless they have remained in their original wrapping unworn and earrings are strictly non-returnable due to hygiene reasons.
Under the United Kingdom's Distance Selling Regulations, you have the right to cancel your order for any item purchased from deGruchys.com, for a full refund. Order cancellations must be made by e-mail, quoting your order number, within 7 working days of the day after you have received the goods.
I have received my delivery but the item is damaged.
We make every effort to ensure your order is packed securely. In the unlikely event that you have received your order in a damaged condition please contact our dedicated customer service team. Click here to email or alternatively call free on 0800 012 1771. Our lines are open Monday – Friday, 9am -5pm. You will be required to quote your order reference number and details of the damage. You have 5 days from receipt of the damaged item to contact us.
The item I purchased has a developed fault.
Please contact our dedicated customer service team. Click here to email or alternatively call free on 0800 012 1771. Our lines are open Monday – Friday, 9am -5pm. You will be required to quote your order reference number and details of the fault.
Can I return my goods in person to your shop?
Unfortunately we are unable to accept any orders returned in person to our shop.
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Why have you not refunded the delivery charge?
Our Next Working Day delivery service is non-refundable.
My order has arrived but there are products missing.
Orders for more than one item may be dispatched separately. Please note that multiple parcels may not necessarily arrive on the same day.
What about VAT?
Prices are shown inclusive of UK VAT at 20% where applicable. deGruchys.com pay all VAT directly to UK customs to ensure you don't receive any hidden costs.