Frequently Asked Questions

Visa, Mastercard, Maestro and American Express, plus the express wallets shown at checkout. Every payment runs over an SSL encrypted connection through PCI compliant providers, and we never see or store your full card details.

If it has not yet been dispatched, email us and we will change or cancel it at no charge. Once it has left us we cannot recall it or change the address, but you can still return it once it arrives.

Check your spam folder first, as confirmation emails land there more often than anywhere else. If it is not there after an hour, email us with the name and address you used and we will find the order.

One code per order unless we say otherwise. Bundle savings are already built into the pricing tiers, so a code on top of a multi-pack usually will not apply.

Shipping is free on every order. Anything that does apply is shown at checkout before you pay, and nothing is added afterwards.

We pack and dispatch within 1 to 2 business days and email tracking as soon as it leaves us. Delivery after that depends on the carrier and your location. Any times shown on the site are estimates, not guarantees.

A tracking number can take 24 to 48 hours to show its first scan, which is normal. If there is no movement for 7 business days, email us and we will open an investigation with the carrier.

Check with neighbours and around your property first, as carriers often leave parcels in safe places. If it has not turned up within 48 hours, send us your order number and we will investigate with the carrier.

Yes. For orders outside the United States, import duties, customs charges and local taxes are your responsibility and are not included in the price at checkout. Customs clearance can also add time we have no control over.

That is normal on larger orders. Each parcel gets its own tracking number and they can arrive on different days. Nothing is missing.

30 days from delivery. The item needs to come back unused, complete and in its original packaging. Email support@grimhouse.shop with your order number and we will send the return address. Please do not send anything back before you have that.

You do, on a standard return. We do not issue prepaid labels, and we recommend a tracked service. If the item arrived damaged, faulty or incorrect, the return costs you nothing.

Email us within 48 hours of delivery with photographs of the item and the outer packaging. We will replace it or refund you in full at no cost to you, and we respond within 3 business days.

Once your return reaches us we inspect it and email you the outcome. Approved refunds go back to your original payment method within 5 business days, then your bank may take a further 5 to 10 days to show it.

Anything listed under The Yard or The Porch is built for outdoor use for the season. Indoor pieces are marked as such on their product page. When in doubt, check the Size and Materials section on the listing.

No. The panel charges from daylight and the light comes on by itself once it gets dark. No socket, no timer, no cord across the lawn, and there are no batteries to buy or replace.

We photograph the real product, and every listing gives exact dimensions. Screens vary, so slight colour difference is normal. Check the size figure before you order. Most surprises are about scale rather than colour.

That is how we design it. Most of our pieces fold or pack flat back into the box they arrived in. Keep them somewhere dry over winter and they come back out next October.

We buy for the season rather than continuously, so once something sells out in October it usually stays out until the following year. Join our email list and we will tell you first when stock lands.