Customer Support

Some useful information on returns, delivery and our price match promise.

Complaints policy

Grahams of Inverness Ltd is committed to providing a quality service to our customers. If you are not satisfied with the level of service you have received from us we would like you to tell us about it. All complaints are taken very seriously and any feedback is appreciated as it provides us with an opportunity to improve our standards. All complaints and feedback are referred on to the dedicated Quality Care team. The team sit separately from the operational business and are responsible for objectively reviewing and investigating any concerns you may have without delay.

 

If you would like to make a formal written complaint, you can contact our Quality Care department via email or by post:

 

David Traill (Managing Director) Grahams of Inverness Ltd, 37/39 Castle Street, Inverness, IV2 3DU

 

E: info@grahamsonline.co.uk

T: 01463 233178

 

Procedure

 

1. We will send you written acknowledgement (email or letter), on receipt of your complaint within 5 working days. We will also inform you of the dedicated member of the Quality Care team who will be dealing with your complaint.

 

2. We will then record your complaints in our central register and start to investigate on your behalf. This is likely to involve the following steps:

  • Examining your account to ascertain the sequence of relevant events & related correspondence
  • Interviewing the relevant members of staff for clarification on the issue 
  • Liaising with senior management as appropriate

 

3. We aim to acknowledge, fully investigate and duly resolve all complaints within 14 working days.

 

4. A full written response to your complaint will be drafted by the appointed member of the Quality Care team sent to you with supporting documentary evidence (if applicable). In addition, the Quality Care representative may escalate your concerns to the relevant Manager or Director who may wish to discuss the events surrounding your complaint directly with you.

 

5. If you are not satisfied with the outcome, you can make a written request for escalation of your complaint. The investigation will be reviewed by the team director David Traill, who will respond directly with her findings and conclusion.

 

6. If you remain unsatisfied with the decision, you can contact the Department for Trade & Industry.

If for any reason you wish to return an item, you must first contact us at support@grahamsonline.co.uk to be given an authorised RMA number.

You have a period of 14 days with which you are able to return an item for any reason. Please ensure that you have suitably packaged the item as we are not responsible for damages occurred during postage back to us. The costs of returning goods to us shall be borne by you. If your returned items are accepted you will be given a replacement/credit/refund where applicable.

If you find an item priced lower at another UK retailer (taking into account shipping rates) then we will attempt to match the price. Please contact us with the details so that we can verify the price with the retailer in question.

Free collect in-store

If you prefer to pick up your goods in person simply choose the collect in-store option during checkout. We will notify you when your items are ready to collect, then simply bring along proof of purchase to the shop to pick up your order. You may also be required to show proof of age for certain items.

 

Free delivery

Delivery is free to all UK addresses on orders over £50. The delivery cost will be automatically adjusted during the checkout process.

 

Delivery of orders

We will dispatch your order as soon as we have all your items in stock. This may take a number of days if we have to order more items from the manufacturer. Once your order has been posted please allow 3-5 days delivery time (Please note that this will be longer for delivery addresses outside the UK).

 

Tracking orders

You can check the status of your various orders by navigating to your account details. Please note that you cannot edit your order once its status is shown as processing. Where possible we will provide you with the courier and tracking numbers that may allow you to track your package on that couriers website.

Any other questions?

Don't see what you're looking for here? Why not give us a call on 01463 233178, or send us an email to support@grahamsonline.co.uk.