FREQUENTLY ASKED QUESTIONS
Why is my order on hold
All orders are subject to fraud checks. If there is a chance your order will be delayed as a result of this we will contact you via the email provided on your order. When placing an order online please ensure your billing name and address matches exactly as it appears on your card statement. Please also ensure that your contact details are filled in accurately so we can contact you if necessary. Additional ID may be requested to confirm your order. Failure to provide this may result in your order being cancelled.
WHAT PAYMENT METHODS DO YOU ACCEPT
CAN I CANCEL MY ORDER
CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED
WHY HAS MY ORDER BEEN CANCELLED
CAN I ORDER FROM OVERSEAS
WHAT IS YOUR EXCHANGE RATE FOR OVERSEAS ORDERS
WHEN WILL MY ORDER BE PROCESSED
WHAT IS PRE-ORDER
WHAT DO I DO IF MY CARD IS DECLINED
IS IT SAFE TO ORDER ONLINE
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?
WHERE IS MY ORDER?
UK DELIVERY TIMES AND COSTS
Next Day UK Delivery - £4.95. Delivered next working day if ordered before 3 pm.
All UK orders are shipped with DPD and UK Mail and are fully trackable. Please note DPD/UK Mail will not deliver on Bank Holidays.
Shipping fees are non-refundable. If you refuse any shipments from grass-fields.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.
OUT OF STOCK ITEMS
If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.
RESERVED RIGHTS REGARDING SHIPPING
An irregular or excessive returns history indicative of “wardrobing;”
An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
Potential fraudulent or criminal activity.
Similarly, Grass-fields reserves the right to limit, refuse, and/or reject returns (both in-store and online) to any customer or entity, due to similar actions as noted above.
Returns and Refunds
WHAT IS YOUR RETURNS POLICY FOR ITEMS PURCHASED ONLINE
I WOULD LIKE AN EXCHANGE
I AM A UK CUSTOMER, HOW DO I RETURN AN ITEM TO YOU
I AM AN INTERNATIONAL CUSTOMER. HOW DO I RETURN AN ITEM
I AM AN INTERNATIONAL CUSTOMER. HOW DO I EXCHANGE AN ITEM
I RETURNED MY ORDER. HOW LONG WILL MY REFUND TAKE
WHY HAVEN'T MY SHIPPING COSTS BEEN REFUNDED
HAVE YOU RECEIVED MY RETURN
MY ORDER IS FAULTY. WHAT SHOULD I DO
HOW MUCH DOES IT COST TO RETURN AN ITEM?
Promotions and Student Discount
HOW DO I USE A PROMOTIONAL CODE?
MY PROMO CODE ISN'T WORKING
MY PROMO CODE ISN'T APPLYING TO ALL ITEMS IN MY ORDER?
I HAVE A CODE FOR NEXT DAY DELIVERY, BUT I CAN'T SEE NEXT DAY AS AN OPTION ON CHECKOUT?
Products and Stock
WHY CAN'T I FIND AN ITEM THAT WAS ADVERTISED?
WILL YOU BE GETTING MORE STOCK?
DO YOU HAVE A SIZE GUIDE
WHAT SHOULD I DO IF I'VE FORGOTTEN MY PASSWORD?
HOW DO I CHANGE MY PASSWORD?
HOW DO I CHANGE MY EMAIL ADDRESS?
WHY AM I EXPERIENCING PROBLEMS WHEN ENTERING MY PAYMENT DETAILS?
HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?
HOW CAN I CONTACT YOU?
HOW DO I CHANGE MY SAVED DELIVERY ADDRESS?
HOW DO I CHANGE MY SAVED PAYMENT DETAILS?
HOW DO I CHANGE MY CONTACT PREFERENCES?
US Delivery Time and Cost
Express US Delivery - $ 14.99 approximately Delivered within 1 - 2 working days.