FREQUENTLY ASKED QUESTIONS

Orders

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?






Shipping Information

UK DELIVERY TIMES AND COSTS


Standard UK Delivery - £3.95. Delivered within 3 to 5 working days.
Next Day UK Delivery - £4.95. Delivered next working day if ordered before 3 pm.
Please note orders placed after 3pm Friday will be shipped on Monday and delivered Tuesday.
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. Please note during busy sale periods order processing may take slightly longer




PROCESSING TIME


All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfilment center by the applicable carrier. Depending on a number of factors, standard domestic and international orders may take up to 2 business days (excluding Saturdays, Sundays, and Holidays) to process. During sale period the processing time can increase to up to 5 working days. After your payment is authorised and verified, standard orders can still take 2 business days to process. This is just an estimate and doesn't include weekends or holidays.




Shipping Fees


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.




Delivery Claims


If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 5 days to file a claim. We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used). Grass-fields does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.




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


While we will make every effort to accommodate your shipping and billing preferences, in order to protect our customers, Grass-fields reserves the right to require customers to use a “common” shipping and billing address in the event we are unable to process an order or verify a shipping address provided. Additionally, Grass-fields reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:
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?





STUDENT DISCOUNT






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






Techinal

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 Shipping

US Delivery Time and Cost


Unfortunately, our US facility has had to close due to Covid 19 and this means that we will not be able to process any returns on the portal. We anticipate the closure to be in place for one week but it will remain closed until we have received notification that the situation has improved and the facility can be reopened. We have an area open so that courier deliveries can be accepted but USPS deliveries will be held at the local USPS facility. The returns consignment will also be placed on hold and this will delay parcels being repatriated. We regret and apologise for any disruption and we will endeavour to keep you updated with accurate information as the situation evolves. Standard US Delivery - $5.99. Standard shipping is temporarily suspended. If selected at checkout, your order will be fulfilled once USPS is back up and running again.
Express US Delivery - $ 14.99 approximately Delivered within 1 - 2 working days. All US orders are shipped with FEDEX and DHL and are fully trackable. FEDEX/ DHL will not deliver on Public Holidays. Please note during busy sale periods order processing may take slightly longer (up to 7-14 working days).




PROCESSING TIME


All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfilment center by the applicable carrier. Depending on a number of factors, standard domestic and international orders may take up to 2 business days (excluding Saturdays, Sundays, and Holidays) to process. During sale period the processing time can increase to up to 5 working days. After your payment is authorised and verified, standard orders can still take 2 business days to process. This is just an estimate and doesn't include weekends or holidays.




Shipping fees


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. We do not ship to PO Boxes.