Terms & Conditions


All prices are correct at time of going to press (January 2024) 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 website is secured using industry standard Secure Socket Layer technology to allow for encryption of your payment card details.

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 either through the Website via a third party (Global Pay) and your payment card details are not stored on the Website. If an order is placed via telephone, your payment card details are encrypted and not retained by the Company.

Payment can be made by credit or debit card (Access, Mastercard, Visa, Switch or Delta)


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. This is what makes each product characterful and oftentimes completely unique. Descriptions often include words that relate to a finish or style (eg: Antique, Vintage, French, Gold, Zinc, etc) and should not be taken at their literal meaning.


Your order will be delivered by a courier(s) of our choosing based on the size and weight of your order and delivery address. Deliveries will be made on pallets when necessary. If the order includes furniture, mirrors or other products deemed “Heavy items”, there will be a delivery charge of £50.00.

“Out of Area” surcharges apply for deliveries to the following areas:

Scottish Highlands (AB30-63, DD8-10, FK8, FK17-21, IV1039, IV57-63, PH4-17, TD15), £8.00 per order
Isle of Wight (PO30-41), £6.00 per order
Isles of Scilly (TR21-25), £8.00 per order
Scottish Islands (HS1-9, IV40-56, KA27-28, KW1-18, PA20-88, PH17-50, ZE1-3), £8.00 per order
Northern Ireland (BT1-94), £15.00 per order
Isle of Man (IM1-9, IM86, IM99), £15.00 per order
Channel Islands (JE1-3, GY1-9), £15.00 per order

For deliveries to Europe or the Rest of the World, please contact us for a delivery quote.

Regrettably, we cannot deliver to BFPO or PO Boxes.

If you are not at home when our courier attempts delivery, a calling card will be left and a suitable time to redeliver can be made by responding to the number given by the courier.

In the case of products deemed “Heavy Items”, it may be necessary for our driver to be assisted with the delivery. Our Despatch team will give advance notice if this is the case.

Although we prefer all deliveries to be signed for upon receipt, during very busy periods we do instruct our couriers to leave parcels in a safe, dry location and put a card through the door to say where the parcel has been left if you are not at the delivery address to receive it. We consider this to be in your best interests.



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.  While we can accept “pre-orders” for certain products, please be aware that a delivery charge will apply when the products are back in stock.


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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