Help & FAQs
At The Granite House we aim to provide 100% customer satisfaction at all times both in our high street store and online. Here you can find answers to our most frequently asked questions and get information about the services we provide. Got a question we haven’t thought about? Contact our friendly customer services team on 01397703651 or by email to firstname.lastname@example.org.
Q. Can I add to my existing order/cancel an order?
Where possible, we are always happy to make amendments to orders placed. Please contact Customer Services on 01397703651 to discuss your order with our team. Please note we are unable to make amendments to orders which have already been dispatched so please let us know as soon as possible if you wish to make a change.
Q. I’ve changed my mind, can I return an item to you?
If for any reason you are not completely satisfied with a product bought from The Granite House or if you simply change your mind please return it to us within 30 days of reciept. We will issue a refund for the full purchase price on receipt of the item. Products must be returned to us in an unused state complete with all packaging and components. Refunds will be made via your original payment method. You will be responsible for the return postage of the product. We will happily refund all unwanted items except personalised items (unless faulty).
Q. I’ve received an item which is faulty, can you refund/replace for me?
We try our best to ensure that all our products are checked prior to dispatch and packaged in such a way that they will arrive to you in good condition. However, if an item does arrive damaged or faulty, or if an incorrect item is received, we will refund you or issue a replacement as appropriate. For damaged items, a photo of the damage is sufficient, but for faulty items we require them to be returned to us within 30 days of receipt. In both cases we will issue a full refund and reimburse any return postage paid.
Q. How do I return an item?
Returning unwanted items is at your expense. We recommend returning items via a secure delivery method which requires a signature upon receipt, such as Royal Mail First or Second Class Recorded Delivery. You will be responsible for returned products until they are received by us. Please contact us to let us know you are returning an item to us. Our returns address is: Website Returns, The Granite House, 74 High Street, Fort William, PH33 6AD.
Q. I love your website! Where can I see the full range?
Our high street store in Fort William has been trading since 1977. We are always happy to welcome new customers – find us at 74 High Street, Fort William, PH33 6AD.
Q. An item I’m interested in is showing as Out Of Stock – when will it be available again?
Even if an item is displayed as out of stock on our website, we may still have it in store. Contact us on email@example.com with details of the item you’re interested in and we’ll be more than happy to help.
Q. I’ve seen an item in your store but can’t see it on your website. Can I still buy it online?
While our website lists a wide range of the products we offer, our high street store has literally thousands of fabulous products to tempt you! If you’ve seen something in our shop but can’t find it here, drop us an email to firstname.lastname@example.org and we’ll do our best to get your item to you.
Personalised and Engraved Items
We have many items that we can personalise for you at an additional cost. Please note that these items are not refundable or exchangeable (unless faulty) and that the normal delivery times do not apply as these items will take longer to dispatch.