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Terms and conditions


All prices are correct at time of going to press (October 2020) and are shown in GBP inclusive of VAT which will be added at the current rate. We reserve the right to make adjustments in the case of error or forces outside of our control.


We take your security very seriously and the purchase area of our site is secured using industry standard Secure Socket Layer technology to allow for encryption of your credit card details. Additionally, any card details taken over the phone are input straight into the same encrypted purchase area, which we cannot access.

The technologies that we use are token based and as such negate any requirement to retain credit card details. Therefore, as these are not held by Virginia Hayward Ltd, they cannot be accessed, making the system fully PCI compliant.

All card payments are validated and authorised prior to completion of your order. We are not liable for non-delivery of your order if your payment is not authorised.

It is a crime to purchase or attempt to purchase goods with a stolen credit card or with stolen personal details or with a false name. We will take appropriate action if we discover any person is attempting to fraudulently purchase goods from our website.

We reserve the right to withhold goods and terminate any account with anybody who we suspect of fraudulent practice and / or breach of these terms and conditions.

Payment is taken through SagePay or PayPal on this website and is collected by BarclayCard. Should you place an order over the telephone, then payment is taken through UTP, also collected by Barclaycard.

Payment can be made by credit or debit card (Access, Mastercard, Visa, Switch or Delta).
We also accept payment via cheque and BACs.


Every effort is made to photograph our products in order to convey shape, weight, size, colour, texture and finish as accurately as possible.  However, due to the style, nature of the materials used and variety of manufacturing processes employed to produce Grand Illusions products, there will inevitably be slight variations and natural imperfections from product to product, even within the same batch.  


Please visit our Delivery Information for our delivery prices, terms and conditions.


All orders are subject to availability. If a product is out of stock or has been oversold we will attempt to contact you as soon as possible to agree an alternative product choice.  


Returns address: Grand Illusions, Stour Row, Shaftesbury, Dorset, SP7 0QW 

Goods must be returned to us within 14 days of receipt, unused and undamaged, in their original packaging. Please ensure that you repack goods to prevent any damage occurring during transit.

You are responsible for the cost of returning the goods, unless you have received a damaged, faulty or wrongly despatched product.  We are unable to reimburse the cost of returning an item to us under any circumstances, but you may request us to arrange collection on your behalf (unless you are “Out of Area”):

  1. The goods remain unused and component parts are unopened.
  2. You retain and take reasonable care of the goods until collected by our nominated courier.
  3. You are reasonable in making the goods available for collection by our courier who will collect only during the daytime on working days (i.e. not weekends or Bank Holidays) within 21 days of notifying us of the cancellation.
  4. The cost of collection will be deducted from any refund made.

Returns may take up to one week to be checked.  If a returned item is found to be damaged, used, scratched or marked in any way (including if this is deemed to be as a result of insufficient packaging for the transit back to us) then refund will be refused and we will return to the product to you. 


If for any reason you wish to cancel your order and return it to us, please let us know within 14 working days by email ([email protected]) or call us on 01747 858300.  As in the case of Returns, you are responsible for the cost of returning the goods, as detailed above.


Any damages/shortages should be reported by email within 3 days of delivery, [email protected].  In the case of damages, we request that you send us photos clearly showing the damage and scale, where possible.


At Grand Illusions, we understand the environmental impacts of our actions and we are constantly working to reduce our waste, increase the amount we recycle and minimise the on-going impacts of our business.  From using 100% recycled cardboard and bio-degradable packaging, to carefully reviewing our logistics, we place real importance on ensuring we operate in the more environmentally minded way possible. 

All products are packed within sturdy cardboard outers with extra protection provided by a combination of bubble bags, bubble wrap, shredded cardboard, tissue paper, recyclable airbags or Eco Flo. 

Shredded cardboard is generated from original supplier packaging that might no longer be fit for transportation but is an excellent way to repurpose board that would otherwise be wasted. Please recycle through existing home or commercial facilities. 

All of our branded outer cartons are made from 100% recycled board and are fully recyclable. Please recycle through existing home or commercial facilities.

Our bubble bags are biodegradable, resulting in the reduction in plastic pollution and can be recycled in the existing plastic waste stream in home or commercial composting facilities.  

Eco Flo is 100% biodegradable, made from sustainable raw materials in a low energy manufacturing process.  Please reuse this loose fill, recycle with cardboard, paper or recycle through composting.

In some instances, original supplier packaging is used so that unnecessary waste is not generated.


We take product complaints very seriously.  In the first instance, please submit your complaint in writing (letter or email,) to our company address (Blynfield, Stour Row, Shaftesbury, Dorset, SP7 0QW) or [email protected] or call us on 01747 858300.  

We supply products for private use only. If our products are used in a commercial environment, we accept no liability for any loss of profit, business or potential business or any business interruption caused.  

We are not liable for third party product issues that are deemed to be beyond our control. 


If you have any questions regarding Grand Illusions or the products featured online, please contact our friendly sales team between 09:00-17:00 Monday to Friday. Outside of these hours we will contact you the next working day.

Grand Illusions
Stour Row

01747 858300
[email protected]

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