Refunds and Returns
Whollygrail makes every effort to ensure our customers are satisfied with their purchases from our Store.
In the event there is any damage in transit with your order, we need to determine the circumstances of the damage to adjust our systems and procedures to minimise risk of damage for subsequent deliveries. So, we request that you take photos of the parcel and the products, taking care to ensure the damage is evident on your photos and send to us, along with your contact information to firstname.lastname@example.org, within 24 hours of delivery receipt.
We will aim to process your submission within 48 hours, and will be back in touch to resolve using your nominated contact information.
In the event that your order needs to be returned to us, we can only accept returns that have a Returns Authorisation number. This is because some products may be restricted from return – particularly food and hygiene related products.
In the event that you have received your order and would like to exchange for a different size or colour, please contact us to confirm we have your preferred exchange in stock. We can then set this aside for you and provide you with a returns authorisation. Please check the order is in unused and packaged condition with all tags intact before arranging postage, to better ensure we can accept your return. We’ll wait to receive the original order back to our warehouse, where it will be inspected for suitability of return, before the exchange is issued.