GRAUVE — SHIPPING POLICY

Last updated: 22 September 2026

This Shipping Policy explains how orders placed through GRAUVE are processed and delivered.

GRAUVE is operated by Douglas Hagno, sole trader.

Order Processing and Fulfilment

Some GRAUVE products are produced, printed, embroidered or otherwise prepared after an order is placed.

We work with third-party manufacturing and fulfilment partners to produce and ship certain products directly to our customers.

As a result, orders may require a production or processing period before they are dispatched. Processing times may vary depending on the product, order volume, destination and fulfilment location.

Where available, estimated delivery information will be displayed at checkout or on the relevant product page.

Delivery Times

Delivery times shown on our website or during checkout are estimates rather than guaranteed delivery dates, unless expressly stated otherwise.

Estimated delivery time may include both:

• the time required to produce and prepare your order; and
• the time required for the carrier to deliver it.

Delivery times may occasionally be affected by circumstances outside our reasonable control, including carrier delays, customs processing, adverse weather, transport disruption or unusually high order volumes.

Unless a different delivery period has been agreed with you, we will deliver your order within the period required by applicable consumer law.

If we become aware of a significant delay affecting your order, we will take reasonable steps to inform you.

Shipping Costs

Shipping charges, where applicable, will be displayed during checkout before you complete your purchase.

Shipping costs may vary depending on the products ordered, delivery destination, fulfilment location and shipping method selected.

Separate Shipments

Because GRAUVE products may be produced and fulfilled by different fulfilment partners or from different locations, items within the same order may occasionally be shipped separately.

This means that you may receive more than one parcel for a single order and the parcels may arrive on different days.

Where available, separate tracking information will be provided for each shipment.

Order Tracking

Where tracking is available, you will normally receive tracking information once your order has been dispatched.

Please allow some time after receiving a tracking number for the carrier's tracking system to update.

Tracking availability and the frequency of tracking updates may vary depending on the carrier and delivery service.

Delivery Addresses

Please ensure that your delivery address is complete and accurate before submitting your order.

If you notice an error in your delivery information, contact us at douglas@grauve.com as soon as possible.

Because some orders enter production and fulfilment quickly, we cannot guarantee that an address can be changed after an order has been placed.

GRAUVE is not responsible for delivery problems resulting solely from incorrect or incomplete delivery information supplied by the customer, to the extent permitted by law.

Lost, Damaged or Missing Orders

GRAUVE remains responsible for goods while they are being delivered to you where required by applicable consumer law.

If your parcel appears to be lost, arrives damaged, or you receive an incorrect item, please contact us at douglas@grauve.com as soon as reasonably possible.

Please include your order number and, where relevant, photographs of the parcel and product so that we can investigate the issue.

You will not be required to resolve a lost or damaged shipment directly with one of our manufacturing or fulfilment partners.

Failed Delivery and Unclaimed Parcels

If delivery cannot be completed, the carrier may attempt redelivery, leave instructions for collection or return the parcel to the sender.

Please follow any instructions provided by the carrier.

If an order is returned because an incorrect or incomplete address was supplied, or because the parcel was not collected, please contact us so that we can determine the available options.

Additional shipping charges may apply to redelivery where permitted by law and where the failed delivery was caused by circumstances for which the customer is responsible.

Returns

Do not send returns to the GRAUVE business correspondence address unless we specifically instruct you to do so.

Our Edinburgh business address is not a general customer returns address.

If you would like to return an item, please contact us first at douglas@grauve.com. We will provide the appropriate return instructions and tell you where the product should be sent.

Please see our Refund & Return Policy for information about eligibility, return periods, return shipping costs and refunds.

International Shipping

Where international shipping is available, delivery times and costs will vary depending on the destination and fulfilment location.

International orders may be subject to customs procedures, import duties, taxes or other charges imposed by the destination country.

Where such charges are collected by us at checkout, this will be indicated where applicable. Where charges are imposed separately by the destination country, the customer may be responsible for paying them where permitted by applicable law.

International delivery may take longer due to customs processing or other circumstances outside our reasonable control.

Nothing in this section limits any mandatory consumer rights applicable to your order.

Contact

If you have any questions about shipping or an existing order, please contact:

GRAUVE
Operated by Douglas Hagno, sole trader
Email: douglas@grauve.com
Business address: GRAUVE, 3F1 Third Floor, 3 Hill Street, Edinburgh, EH2 3JP, United Kingdom

For order enquiries, please include your order number where possible.