Frequently Asked Questions
Frequently Asked Questions
Customer Support
How can I contact customer support?
You can reach our customer support team by email at info@grattilondon.com or by phone at +1 5794741847. Our support hours are Monday to Friday, 9:00 AM – 6:00 PM (UTC -4).
Delivery
Where do you ship to?
We currently ship only to Canada.
What are the shipping costs?
All orders to Canada include free shipping. There are no delivery charges.
How long does delivery take?
Orders shipped to Canada are delivered within 4–15 business days from the date your order is confirmed. This includes 1–3 business days for order processing and 3–12 business days for transit via UPS or Canada Post.
What is the order cutoff time?
Orders placed before 4:00 PM (UTC -4) are processed the same business day. Orders placed after this time are processed the next business day.
Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking link so you can monitor your delivery.
Are there any customs fees or import duties?
No. Customers in Canada are not charged any additional customs or import duties at delivery. All applicable taxes and fees are already included in the final price displayed on the product page.
Payment
What payment methods do you accept?
Accepted payment methods are displayed at checkout and on product pages. For full details, please refer to our Payment Terms.
Is my payment information secure?
Yes. All payment transactions are protected using industry-standard SSL encryption. We do not store complete card numbers or sensitive payment credentials on our systems.
What currency are prices displayed in?
All prices on our website are displayed in CAD and include all applicable taxes.
Returns and Refunds
How long do I have to return an item?
You have a statutory right to return items within 14 days of receiving your order without providing a reason. We also offer a voluntary extended return window of 30 days from the date you receive your goods.
What condition must the item be in to qualify for a return?
Items must be unused and in their original packaging with all accessories to qualify for a return.
How will I receive my refund?
Refunds are issued using your original payment method.
How long does it take to process a refund?
Refunds are processed within 7 business days after we receive and inspect the returned item.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item received is defective or incorrect.
How do I start a return?
Please contact us at info@grattilondon.com before returning any goods to receive return instructions and confirmation.
Legal Information
Where can I find your Terms of Service and Privacy Policy?
You can review our Terms of Service, Privacy Policy, and Returns & Withdrawal Policy on the corresponding pages of our website.
Who operates this store?
This store is operated by Martlaz Limited (trading as Gratti London), a company registered in the United Kingdom with registration number 16614951 at Companies House. Our registered address is 26-28 Mill St, Ballymena BT43 5AE, United Kingdom.
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Last updated: March 9, 2026