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Delivery & Returns
Should you have any questions regarding our products or service, we've compiled a list of Frequently Asked Questions . However should you have any queries that are not covered here, we have a trained customer service team on hand to assist you from 8am to 8pm, Monday to Friday on 0871 987 1177*.
Frequently Asked Questions:
How do I know which size to order?
How do I know my order has been accepted?
When will I receive my order?
Can you deliver to an alternative address?
What if I need to return items I have ordered?
How do I contact customer services?
How do I request a catalogue?
What if I don't wish to order on-line?
How do I cancel my order?
Why sign up for Gray & Osbourn news?
How do I change my mailing preferences?
 How do I know which size to order?
Due to the wide range of European brands featured in the collections, sizing can vary. If you are unsure as to which size to order or wish to know more about the garments, please contact our friendly and knowledgeable customer service team on 0871 987 1166* between 8am and 8pm, Monday to Friday, who will be happy to answer any questions that you may have.
How do I know my order has been accepted?
A confirmation screen will appear with details of your order. If any of the details are incorrect, press 'go back', and return to the ordering pages to amend any errors. Once you have checked the details press 'submit order'. You will see a confirmation table summarising the details of your order ' you may wish to keep this page for your records. You will also receive a confirmation e-mail detailing your order and providing contact details should you have any queries regarding your order
When will I receive my order?
Your order will be delivered to you within 7 to 10 days. Our personal courier will deliver your parcel to the address specified when ordering. In areas where the courier service does not operate, we will deliver your order by an alternative delivery service.
Can you deliver to an alternative address?
We can deliver to any address in the UK and Channel Islands . If you wish your order to be delivered to an address other than the billing address, simply amend the delivery details once you have logged in. The order confirmation e-mail will confirm that the delivery details have been changed.
What if I need to return items I have ordered?
Returns
Every item has been carefully chosen to provide you with the highest standards of quality. If you are not entirely satisfied you can return your selection to us in an unused condition within 28 days of receipt for a full refund of the purchase price or exchange. A returns form will be in your parcel. This does not affect your statutory rights. Please allow up to 3 weeks once you have returned your parcel for the refund to be credited.
We will endeavour to deliver orders with 7 to 10 days. Most parcels are delivered by our personal courier service. We can deliver to any address in the UK and the Channel Islands. Delivery is just '4.95 no matter how large your order. Next day delivery can be arranged for an additional '5 on telephone orders only - please call 0871 9871166* to place your order if you would like to use our next day delivery service. Orders must be placed before 3pm, Monday to Friday. This service is subject to courier coverage.
Returns of Briefs and Swimwear
For hygiene purposes, please ensure that briefs/swimwear/body shapers are returned to us unworn and with all labels and hygiene strips intact. We reserve the right to refuse to accept the return of items where it is apparent that this has not been done. Your statutory rights are not affected.
How do I contact customer services?
We remain committed to ensuring home shopping is an enjoyable and effortless experience. If you have any questions, comments, concerns or suggestions on how we can improve our service to you, please let us know.
E-mail us: website@contact.grayandosbourn.co.uk
Telephone us: 0871 987 1177* ( 8am to 8pm Monday to Friday)
Write to us:
Gray & Osbourn
Customer Service Centre
ADMAIL 3471
Sheffield
S96 5WA
We're always delighted to hear from you.
How do I request a catalogue?
If you would prefer to receive a complimentary copy of our catalogue we would be delighted to send one. You simply click on the Catalogue Request image on the home page and fill in your details.
What if I do not wish to order on-line?
You can call us on 0871 987 1166* from 8am to 11pm, 7 days a week, fax your order on 0871 987 1199 or post your order to Gray & Osbourn, Customer Service Centre, Admail 3471, Sheffield S96 5WA
How do I cancel my order?
Your Rights under the Consumer Protection (Distance Selling) Regulations 2000
You have the right under these Regulations to cancel your order within seven working days (excludes Saturdays, Sundays and Public Holidays) after the day of delivery of the goods. Further details of your rights will accompany the goods. If you exercise your right to cancel, the goods must be immediately returned to us, unused, and at your own cost. Provided you cancel within the statutory period and bear the costs of returning the goods you may claim a refund of any sum you have paid to us concerning the goods. If you do not bear the costs of return yourself but use our Courier service or the pre-paid returns label enclosed with the goods, we reserve the right to deduct the carriage costs of the return from your refund. The deduction of carriage costs we will make in such circumstances will not exceed the cost of the post and packaging charge made when you ordered the goods.
Why sign up for Gray & Osbourn news?
If you would like to be kept up to date with Gray & Osbourn news please sign up for our newsletter. You will be the first to hear of our new collections, sale activities and special offers, and will be given the opportunity to take part in online research.
How do I change my mailing preferences?
If you would like to change your mailing preferences in terms of being mailed by Gray and Osbourn, please call us on 0871 987 1177*
or write to us at:
Gray and Osbourn
Customer Service Centre
Admail 3471
Sheffield
S96 5WA
including your name and address. If you no longer wish your name and address to be passed on to other companies who would like
to send you details of their products, please call us on the number above or write to us at the address shown
If you would like to be kept up to date with Gray & Osbourn news please sign up for our newsletter. You will be the first to hear of our new collections, sale activities and special offers, and will be given the opportunity to take part in online research.
*Calls cost 10p per minute from BT landlines but will vary depending on your
phone company or if using a mobile
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