FAQs and Terms

These terms and conditions apply to the use of the www.thegreyworks.co.uk References to The Grey Works will be deemed as ‘we’, ‘us’ and ‘our’. References to ‘you’, and ‘your’ shall be deemed to be references to persons placing an order via the www.thegreyworks.co.uk website, as well as for telephone or postal orders. These terms & conditions also cover our emails and any other associated promotional activity.

By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not order through our website, emails or phone.

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by phone on 01444 456 161 Monday to Sunday 9am to 5pm or by email on enquiries@thegreyworks.co.uk


General

These terms and conditions apply to the use of the www.thegreyworks.co.uk References to The Grey Works will be deemed as ‘we’, ‘us’ and ‘our’. References to ‘you’, and ‘your’ shall be deemed to be references to persons placing an order via the www.thegreyworks.co.uk website, as well as for telephone or postal orders. These terms & conditions also cover our emails and any other associated promotional activity.

By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not order through our website, emails or phone.

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by phone on 01444 456161 Monday to Sunday 9am to 6pm or by email on enquiries@thegreyworks.co.uk

Our Details

Head Office

The Grey Works

Paternosters

Slough Green Lane

Warninglid

RH17 5SL

Telephone: 01444 456161

Registered in England and Wales No. 08094624

Both inbound and outbound calls may be recorded for quality monitoring and training purposes.

if you believe that your intellectual property or other rights are being infringed by The Grey Works, or if you are dissatisfied with the site or any aspect of ourservice, in the first instance please contact The Grey Work on the details below:

The Grey Works

Paternosters

Slough Green Lane

Warninglid

RH17 5SL

Telephone: 01444 456161

Privacy

Our Privacy Policy can be found on our Privacy page. Visitors are required to read this privacy policy. In accessing, browsing or otherwise using this Website, you confirm that you have read, understood and agree to this privacy policy in its entirety. If you do not agree to this privacy policy in its entirety, you should not use this Website. In using the website, you also agree that we can use cookies on your computer, mobile or other device.

Orders

When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions.

By placing an order through our website you are making an offer to The Grey Works to purchase the goods outlined in your order upon the terms described in your order.

When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.

All prices on our website, emails are shown and charged in pounds Sterling inclusive of UK VAT. A breakdown of VAT charges is shown at the checkout, prior to completing your order.

After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, charged, processed and we have contacted you with the confirmation of our acceptance of your order and his dispatch.

Please note that we will not be able to meet any obligations as a result of the following reasons:

  • If the product you ordered is out of stock.
  • We are unable to authorise your payment.
  • If it is identified that there is a product description or pricing error.
  • If customers do not reach any order criteria outlined in the Terms & Conditions.
  • If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.

Should there be an issue with your order, one of our Customer Service team will contact you either by phone or email. If we have issues authorising payment, we will contact you via phone or email and you will have 72 hours to respond. Failure to do so will result in your order being cancelled.

The Grey Works is under no obligation to accept any offer of purchase. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from The Grey Works website.

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel.

Website Product Pricing and Descriptions
Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including, without restriction, terms and conditions that regarding approximate delivery dates/times, warranties, after-sales support and guarantees.   We undertake all reasonable care to ensure that all the details, prices and descriptions of products on our website are accurate at the time when they are either entered onto our system or printed. Whilst we endeavour to keep the website as up-to-date and accurate as possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information.   We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, products may vary slightly from their pictures. The images of products on our website are for illustrative purposes only. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because some of our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website may vary.   Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.
Bespoke Items

If you wish to purchase a 'made to order' item, the contract may be cancelled no longer than 14 working days after delivery of the item. In the case of bespoke items made to your specification, a 20% restocking fee may be deducted from the refund of the item. The item must be returned in a perfect, saleable condition and in its original packaging. Failure to do so may result in The Grey Works being unable to refund you. If we are making the product to measurements or description which you have given to us, you are responsible for ensuring that the measurements and/or description are correct.

Furniture ordered with a customer’s own fabric or material cannot be cancelled, returned or refunded once purchased.

We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.

Delivery

The Grey Works aims to deliver all standard deliveries between 3-5 working days. This excludes Bank holidays. In-stock items are typically delivered in 2-3 working days, but please allow up to 5 working days.

If you need your order by a specific date and therefore require accelerated delivery please contact our customer care team on 01444 456 161.

Standard delivery charge within the UK Mainland on our smaller items is £5.95 on all orders.

Standard delivery on our larger items such as lamps within the UK Mainland is £14.95

Delivery times on our larger items such as furniture and mirrors will be dependent on size and delivery location. We will endeavour to deliver your item within 5 working days but but please allow up to 14 working days to receive your order.

The delivery cost for larger items such as mirrors and furniture is as follows:

Orders requiring 1 man/van within UK Mainland will be £29.00 per order.

Orders requiring 2 men/van within UK Mainland will be £59 per order.

Any orders received that are for delivery to outside Mainland UK will be subject to a quote on receipt of order.

Our warehouse operates Monday-Friday excluding Bank Holidays. During holidays and busy periods such as sale, our warehouse may be extremely busy and your parcel may take slightly longer to arrive. Our customer care team will do their best to keep you updated, but if you have any queries about your delivery, please do not hesitate to get in touch on 01444 456 161.

Contract Cancellation

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our enquiries team on 01444 456 161 or inform us via email at enquiries@thegreyworks.com. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back, we will issue a full refund via your original method of payment.

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.

Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right.

This does not affect your statutory rights.

Returns Policy

Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging with the returns slip completed.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

If an undamaged item is returned to us outside of the 28 day time frame, a credit note (valid for 1 year) will be issued, at the discretion of The Grey Works.

 

We will inspect the returned item and will notify you of your refund/replacement or exchange via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 21 days to be processed, especially during busy periods.

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at The Grey Works discretion.

We cannot be held responsible for goods lost in transit when using other alternative return service which are not arranged via our Customer Service team.

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by The Grey Works.

Product Variation

Please note some of our products are hand-made and/or have a unique finish, shape, colour, natural imperfections, texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Dimensions may also slightly vary.

This applies to all products described as “Vintage”, “Antique”, “Rusty”, “Washed”, “Brushed”, “Rustic”, “Distressed”, “Weathered”, “Aged”, “Hand-Made”, “Hand-Finish”, “Hand-Tufted”, “Hand-woven”, “Natural”, “Traditional”.

Refunds / Exchanges

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our Warehouse.

We will inspect the returned item and will notify you of your refund/replacement or exchange via email.

This is usually done within 5 working days of receiving your return into our Warehouse.

During busy periods, please allow up to 21 days for your return to be received and processed.

Refunds - Your refund will be issued via the original method of payment. (If your original payment card has expired, please provide us with your new card’s expiry date only. Please do not send any other card details.)

Exchanges - If you wish to return an item for an exchange and the exchanged item is of a lower value then a refund will be issued for the difference. If the exchanged item is of a higher value, then our Customer Service Team will be in touch to take the additional payment required.

Exchanges are subject to availability.

For electrical items, there may be extended guarantee through the manufacturer- please refer to original product packaging for more information.

Returning an item

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly dispatched item.

Please ensure that you include the Returns Slip within the parcel.

Returns can take up to 21 days to be processed, especially during busy periods.

We cannot accept responsibility for packages that never reach us.

Promotions

Please note that only one promotional offer can be used at any one time.

Promotional codes are not valid on Sale items, Clearance products, items from our Sale Room or on our Gift Vouchers.

Although we will instruct affiliate windows, press and magazines to remove offers or promotions from their sites/publications when they are no longer valid, we cannot be responsible for the failure to do so and will not be in the position to refund any price discrepancies between such articles and our website.

Gift Vouchers

Gift vouchers are available as £25, £50 and £100.

All Gift vouchers are printed on quality cardboard with a quality grey envelope, with space to add a personalised message of your choice.

Each voucher and envelope is sent on a signed for, first class delivery service for a price of £2.95

If you purchase a voucher alongside another product, you will be charged standard delivery and the voucher will be included in your parcel

Vouchers only available as physical copies, and we recommend posting to yourself and sending on.

Please note promotional codes are not valid on any gift vouchers.

You can only apply one gift voucher or one promo code per order. If you wish to use multiple vouchers, please call our Order line on 01444 456 161 and we will be able to place you order for you using all your vouchers.

If you would like to place an order for less than the value of your voucher, please call our Order line on 001444 456 161 and we will be able to place your order using your voucher and create a new code of the remaining value.

Credit note

Credit notes are created as and when a refund is not possible or you have specifically requested a credit note. The credit note is a code that is set up for the value of your credit.

Credit note codes can also be created when you are using a Gift voucher/Credit note to place your order, but the value of your order is less than the value of your voucher/Credit note. We will then create a new credit note of the remaining value.
Credit notes are valid for 1 year from the date it was created.
Your credit note code will be communicated to you via phone or email.

Once you have entered the code, click ‘Apply Code’. You must enter the Credit note code before you proceed to the secure checkout as it can’t be applied later. The credit note code is also valid over the phone, in which case you will simply need to quote the code at the point of order.

You can only apply one credit code or one promo code per order. If you wish to use multiple codes, please call our Order line on 01444 456 161 and we will be able to place you order for you using all your vouchers.

If you would like to place an order for less than the value of your Credit note, please call our Order line on 01444 456161 and we will be able to place your order using your code and create a new code using existing value remaining.

Disclaimer & Limitations of Liability

The Grey Works does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any misrepresentation that is fraudulent.

To the utmost extent allowed by law and save as provided above, neither The Grey Works nor any linked company shall be liable to you by reason of any representation, or any implied condition, guarantee, or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of The Grey Works or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of, or in connection with the use of the Grey Works website, the supply of the products or their use of resale by you).

Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, The Grey Works do not give any warranty to its completeness or correctness and The Grey Works cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information.

The Grey Works make all reasonable effort to ensure a reliable and fast service but we do not guarantee that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems.

In addition, The Grey Works cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with The Grey Works.

Copyright & Trademark

All the content of the pages on the website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of The Grey Works or it’s technology providers or their respective owners. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation of into any other work of part of or all of content available on the Grey Works site is forbidden, with the exception of:

Copying, printing (solely one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order with The Grey Works or for non-commercial purposes.

The complete liability of The Grey Works under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.

The Grey Works will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.

The Grey Works may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of The Grey Works.

No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.

Territory and Law
The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.     This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.