FAQ

Our FAQ page is designed to deliver clear, comprehensive answers to common questions, crafted to offer valuable insights and ensure you have all the information you need.

ONLINE STORE

How do I place an order through your online store?

To begin, select the desired item and configure any applicable specifications, such as size, format, or variant. Once your selection is complete, proceed to the checkout where you will be prompted to enter your shipping and billing information. Payment is processed securely at the final stage of checkout. Upon successful completion, your order will be confirmed and entered into our fulfilment queue. A confirmation email will be issued immediately, containing your order summary and reference number. Once your order has been dispatched, you will receive a separate notification with tracking details and estimated delivery timelines. All orders are handled with care and processed in accordance with our operational standards.

Can I modify or cancel my order after checkout?

Orders are processed promptly to ensure timely dispatch and delivery. If you wish to amend or cancel an order, we advise submitting a request via your account dashboard within one hour of purchase. While we will make every effort to accommodate such requests, modifications are not guaranteed once the order has entered the fulfilment queue or has been dispatched. TEN GRAND™ reserves the right to decline cancellation or amendment requests for orders that are already in transit or prepared for shipment. If your order cannot be modified, you may initiate a return upon receipt, subject to our standard return policy and eligibility criteria.

Which payment methods are supported at checkout?

TEN GRAND™ accepts a comprehensive range of payment options to support customer convenience. These include all major credit and debit cards such as Visa, Mastercard, and American Express. We also support digital wallets including PayPal, Apple Pay, and Google Pay, as well as Buy Now, Pay Later services such as Shop Pay, where available. All transactions are processed through secure, PCI-compliant gateways and are subject to verification protocols to ensure payment integrity.

Is my payment information handled securely?

TEN GRAND™ is committed to maintaining the highest standards of data protection and payment security. All payment information is encrypted and processed through industry-certified gateways. We do not store full payment credentials on our servers, and our systems are routinely audited to ensure compliance with applicable data protection regulations, including the General Data Protection Regulation (GDPR). Our infrastructure is designed to safeguard customer information throughout the entire transaction lifecycle.

Are discount codes or gift cards accepted?

Promotional codes and gift cards may be applied during the checkout process. To redeem, enter the relevant code in the designated field prior to confirming payment. Please note that only one promotional code may be used per transaction unless otherwise specified. Gift cards may be used in full or partial amounts and are treated as a payment method. Promotional codes cannot be retroactively applied once an order has been submitted. If you experience any issues applying a code, we recommend verifying its validity, expiry date, and usage terms before contacting our support team.

Will I receive confirmation once my order is placed?

A confirmation email will be sent immediately upon successful order placement. This email will include your order summary, reference number, and confirmation of payment. If you do not receive the confirmation within fifteen minutes, we recommend checking your spam or junk folder. You may also log into your account to verify your order status. If confirmation is still not received, please contact our support team with your full name and the email address used at checkout, and we will reissue the confirmation promptly.

What should I do if I entered the wrong address?

If you have entered incorrect shipping details, please log into your account and submit a correction request as soon as possible. If your order has not yet been dispatched, we will update the address accordingly. Once an order has been shipped, we are unable to reroute or modify delivery information. TEN GRAND™ is not liable for delays, failed deliveries, or losses resulting from incorrect address entry. We strongly advise reviewing all shipping details carefully prior to confirming your order to ensure accuracy.

What does a failed checkout mean?

If your transaction is unsuccessful, we recommend verifying your billing information, ensuring your card is authorised for online purchases, and attempting the transaction again. Clearing your browser cache, switching devices, or using an alternative payment method may also resolve the issue. If the error persists, please contact our support team with a description of the issue and any relevant screenshots. We will investigate promptly and assist with completing your order manually if necessary. Failed transactions do not result in charges unless confirmed by your payment provider.

SHIPPING & DELIVERY

Which regions are currently eligible for delivery?

TEN GRAND™ currently ships to verified residential and commercial addresses throughout the United Kingdom, as well as selected international destinations. Our shipping coverage is determined by carrier availability, customs compliance, and logistical feasibility. All eligible regions are listed at checkout, and availability is dynamically updated based on current service conditions. We do not ship to PO boxes, parcel lockers, or forwarding services, as these do not meet our delivery verification standards. If your location is not listed, we regret that we are unable to fulfil orders to that destination at this time. We are continually reviewing our logistics partnerships to expand coverage where operationally viable.

Is international shipping available?

TEN GRAND™ offers international shipping to a curated list of countries, subject to carrier access and customs clearance protocols. International orders are dispatched from our United Kingdom fulfilment centre and may be subject to extended delivery timelines depending on destination, local courier infrastructure, and border processing. Customers are responsible for ensuring that their shipping address is complete, accurate, and compliant with local import regulations. We recommend reviewing your country’s customs policies prior to placing an order, as TEN GRAND™ cannot guarantee clearance or delivery in regions with restricted import conditions.

How long does delivery typically take?

Delivery timelines vary depending on the destination, selected shipping method, and time of year. For orders within the United Kingdom, standard delivery typically takes between two to five business days from the date of dispatch. Express services, where available, may reduce this to one to two business days. International orders generally require seven to fourteen business days, though this may be extended due to customs processing, local courier delays, or seasonal volume. During promotional periods, holidays, or high-demand launches, dispatch times may be extended. Estimated delivery windows are provided at checkout and confirmed via email once your order has shipped. TEN GRAND™ monitors all shipments to ensure timely delivery and will proactively communicate any known delays.

What delivery options are offered at checkout?

We offer a range of shipping options tailored to your location and delivery preferences. These include standard tracked delivery, express courier services, and international priority shipping where supported. All available options are presented at checkout, along with estimated delivery timelines and associated costs. Shipping methods are selected based on destination, order value, and carrier availability. TEN GRAND™ reserves the right to adjust or substitute shipping methods in the event of service disruptions, strikes, or carrier limitations, and will notify customers accordingly.

How are shipping fees calculated?

Shipping costs are calculated based on several factors, including destination, parcel weight and dimensions, selected delivery method, and carrier rates. Final shipping charges are displayed at checkout prior to payment confirmation. TEN GRAND™ does not apply hidden fees or surcharges beyond what is stated. For international orders, additional customs duties, import taxes, or handling fees may apply. These charges are not included in the shipping fee and remain the responsibility of the customer. We recommend consulting your local customs authority for guidance prior to placing an international order.

Do eligible orders qualify for free shipping?

Free shipping may be offered during promotional periods or for qualifying orders that meet a specified minimum spend threshold. Eligibility for complimentary shipping is determined at checkout and will be clearly indicated before payment is processed. Free shipping applies to standard delivery services only unless otherwise stated. TEN GRAND™ reserves the right to modify or withdraw free shipping offers at any time, and promotional eligibility may vary by region or product category.

Can I request express or next-day delivery?

Express and next-day delivery options are available for select United Kingdom addresses and may be offered for international destinations depending on courier availability. If eligible, these services will be presented at checkout along with estimated delivery timelines and associated costs. Please note that express delivery requests are subject to cut-off times and may not be available during peak fulfilment periods, promotional launches, or public holidays. TEN GRAND™ does not guarantee next-day delivery unless explicitly stated and confirmed at checkout.

How do I track my shipment?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a direct link to the courier’s tracking portal. You may also log into your TEN GRAND™ account to view tracking details under your order history. Tracking updates are provided in real time and reflect the latest status of your parcel as reported by the carrier. If your tracking information is not updating or appears incomplete, we recommend waiting 24 hours before contacting support, as some carriers may experience delays in scan reporting.

What happens if my parcel is delayed, lost, or damaged?

If your parcel is delayed beyond the estimated delivery window, or if it arrives damaged or is not received, please contact our support team with your order number and tracking details. We will liaise directly with the courier to investigate and resolve the issue. In cases of confirmed loss or damage, we will offer a replacement, refund, or store credit as appropriate. TEN GRAND™ is not liable for delays caused by external factors such as weather disruptions, customs clearance, or courier service interruptions, but we will make every effort to support resolution. All claims must be submitted within seven days of the expected delivery date to ensure eligibility for compensation or replacement.

Are PO boxes or parcel lockers supported?

TEN GRAND™ does not ship to PO boxes, parcel lockers, or forwarding services. All orders must be delivered to a verified residential or commercial address. This policy ensures secure delivery, accurate tracking, and compliance with carrier requirements. Orders submitted with non-compliant addresses may be delayed or cancelled. We recommend reviewing your shipping details carefully prior to checkout to avoid disruption.

Will customs duties or import taxes apply?

International orders may be subject to customs duties, import taxes, or handling fees imposed by the destination country. These charges are not included in the product price or shipping fee and remain the responsibility of the customer. TEN GRAND™ does not collect or control these fees, and we are unable to predict the exact amount that may be charged. Customs policies vary widely by country, and we recommend consulting your local customs authority for guidance prior to placing an international order. Refusal to pay duties may result in the parcel being returned or destroyed, and TEN GRAND™ is not liable for any associated losses.

RETURNS & EXCHANGES

How do I initiate a return through the portal?

Returns are initiated through our self-service portal, designed to provide a streamlined and transparent experience. Customers may log into their account using the email address associated with their original purchase. From the order history, select the item to be returned and follow the prompts under “Request Return.” You will be asked to confirm the reason for return and select your preferred resolution, which may include a refund, exchange, or store credit. Once submitted, your request will be reviewed and, if approved, you will receive instructions for dispatch, including the return address and any applicable shipping label. All returns must be authorised prior to shipment to ensure proper handling and eligibility.

Which items qualify for return?

Items are eligible for return provided they meet the following criteria: they must be received within thirty calendar days of the original purchase date, remain unused and unaltered, and be returned in their original condition with all packaging components and tags intact. Products that have been worn, washed, customised, or damaged post-delivery are not eligible. Final sale items, personalised goods, gift cards, and items marked as non-returnable at the time of purchase are excluded from our returns policy. TEN GRAND™ reserves the right to inspect all returned items and determine eligibility at its sole discretion.

What is the timeframe for submitting a return?

Returns must be initiated within thirty calendar days from the date of purchase. This window applies to both domestic and international orders. Requests submitted outside this timeframe may not be accepted. We recommend initiating your return as soon as possible to ensure eligibility and avoid delays in processing. The return window is strictly enforced to maintain inventory integrity and operational consistency.

How do I request an exchange for my item?

To request a different item, please follow our standard return process.

Log into your account using the email address associated with your order. From your order history, select the item you wish to return and follow the prompts under “Request Return.” Once submitted, your request will be reviewed. If approved, you’ll receive dispatch instructions, including the return address and any applicable shipping label.

All returns must be authorised prior to shipment to ensure proper handling and eligibility. Refunds are issued to the original payment method in accordance with our Returns Policy.

To secure a replacement item, we recommend placing a new order promptly to avoid delays due to inventory changes.

How do I return a faulty or incorrect item?

If you have received an item that is defective, damaged, or incorrect, please initiate a return through your account and select “Defective Item” or “Incorrect Item” as the reason. These returns are prioritised and reviewed with urgency. Once approved, you will receive instructions for dispatch and, where applicable, a prepaid shipping label. Upon receipt, the item will be inspected to confirm the reported issue. If validated, a replacement, refund, or store credit will be issued. TEN GRAND™ will cover all return shipping costs for confirmed defects or fulfilment errors. We ask that all defect claims be submitted within seven days of delivery to ensure timely resolution.

Do I need approval before sending an item back?

All returns must be authorised through our self-service portal prior to shipment. Unapproved returns may be delayed, rejected, or returned to sender. This process ensures that each return is properly documented, eligible, and traceable. Once your request is approved, you will receive the necessary instructions, including the return address and any applicable shipping label. TEN GRAND™ reserves the right to refuse unauthorised returns or items that do not meet the stated eligibility criteria.

Where should I send my return?

All approved returns must be shipped to the following address:

TEN GRAND™
 59–60 Thames Street
Windsor SL4 1TX
United Kingdom

We recommend packaging the item securely, preferably in its original packaging, to prevent damage during transit. Customers are responsible for ensuring that the parcel is correctly labelled and dispatched using a trackable courier service. TEN GRAND™ is not liable for parcels lost or damaged in transit due to inadequate packaging or unverified shipment methods.

Who covers the cost of return shipping?

Return shipping costs are the responsibility of the customer unless the return is due to a confirmed defect, damage, or fulfilment error. In such cases, TEN GRAND™ will provide a prepaid shipping label and cover all associated costs. For standard returns or exchanges, customers are advised to use a trackable courier service and retain proof of shipment. We do not reimburse shipping costs for returns that do not meet eligibility criteria or are submitted outside the stated return window.

How long does it take to process a return or exchange?

Returns and exchanges are typically processed within five to seven business days from the date of receipt at our fulfilment centre. During peak periods or promotional events, processing times may be extended. Once your return has been inspected and approved, you will receive confirmation via email, and your refund, exchange, or store credit will be issued accordingly. Refunds are processed to the original payment method and may take an additional three to five business days to appear, depending on your financial institution.

Will I be notified when my return is received?

You will receive an email notification once your returned item has been received and entered into our processing queue. This notification confirms receipt but does not guarantee approval. A subsequent email will be issued once the item has been inspected and the return has been approved or declined. If additional information is required, our support team will contact you directly.

What happens if my return is declined?

If your return does not meet the eligibility criteria outlined in our policy, it may be rejected. In such cases, the item will be returned to the original shipping address, and no refund or exchange will be issued. Common reasons for rejection include items that are used, damaged, outside the return window, or missing original packaging and tags. TEN GRAND™ reserves the right to make final determinations regarding return eligibility. If you believe your return was rejected in error, you may contact our support team for further review.

Can I return items purchased with a gift card or discount?

Items purchased using a gift card or promotional discount are eligible for return, provided they meet the standard eligibility criteria. Refunds for gift card purchases will be issued as store credit. Refunds for discounted purchases will reflect the amount paid after the discount was applied. Promotional codes cannot be reissued or transferred to future orders. If your return results in a partial refund, the remaining balance will be returned to the original payment method or issued as credit, depending on the circumstances.

PAYMENT INFORMATION

Which currencies are accepted at checkout?

All transactions on the TEN GRAND™ website are processed in British Pounds Sterling (GBP). Currency conversion may be applied automatically by your bank or payment provider if you are purchasing from outside the United Kingdom. Please note that exchange rates are determined by your financial institution and may vary at the time of transaction. TEN GRAND™ does not offer multi-currency checkout at this time, and all pricing, invoicing, and refunds will be issued in GBP.

Are prices inclusive of VAT or duties?

All prices displayed on the TEN GRAND™ website are inclusive of United Kingdom Value Added Tax (VAT) where applicable. For international orders, VAT may not apply, and additional import duties, customs fees, or local taxes may be levied by the destination country. These charges are not included in the product price or shipping fee and remain the responsibility of the customer. TEN GRAND™ does not collect or remit international duties and is not liable for any delays or costs incurred during customs clearance. We recommend consulting your local customs authority prior to placing an international order to understand any applicable charges.

Is instalment payment or Buy Now, Pay Later available?

TEN GRAND™ supports select Buy Now, Pay Later services for eligible customers. These include Shop Pay Instalments, and other region-specific providers where available. Instalment options are presented at checkout and are subject to approval by the payment provider. Terms and conditions, including interest rates, repayment schedules, and eligibility criteria, are determined by the provider and not by TEN GRAND™. Customers opting for instalment payments are entering into a separate financial agreement with the provider and are responsible for managing their repayment obligations independently.

Are gift cards or store credit available?

TEN GRAND™ offers digital gift cards which may be purchased directly through our website. Gift cards are issued in GBP and may be redeemed at checkout by entering the unique code provided. Gift cards are non-refundable, non-transferable, and may not be exchanged for cash. Store credit may be issued in specific circumstances, such as approved returns, promotional adjustments, or customer service resolutions. Store credit is applied to your account and may be used toward future purchases. Both gift cards and store credit are valid for use on all eligible products unless otherwise stated.

Can I apply multiple discount codes to one order?

Only one promotional code may be applied per transaction unless explicitly stated in the terms of the promotion. Discount codes cannot be combined, stacked, or retroactively applied to previous orders. If you have multiple codes, we recommend selecting the one that offers the greatest value for your current purchase. TEN GRAND™ reserves the right to decline the use of expired, unauthorised, or misused codes. Promotional codes are subject to availability and may be withdrawn or amended at any time without prior notice.

What should I do if my payment is declined?

If your payment is declined at checkout, we recommend verifying your billing information, ensuring that your card is authorised for online transactions, and attempting the payment again. Common reasons for declined payments include insufficient funds, expired cards, incorrect billing details, or restrictions placed by your bank. You may also wish to try an alternative payment method or contact your financial institution for further clarification. TEN GRAND™ does not retain or control payment authorisation and cannot override declined transactions. If the issue persists, please contact our support team for assistance in completing your order.

PRODUCTS & INVENTORY

Are collections released in limited quantities?

Many items offered by TEN GRAND™ are produced in limited quantities and released as part of curated seasonal or archival collections. This approach ensures product exclusivity, maintains design integrity, and supports our commitment to storability-conscious production. Limited edition items are clearly marked on the product page and may not be restocked once sold out. We recommend subscribing to product notifications or following our official channels to receive updates on upcoming releases and availability.

Will sold-out items be restocked?

Restock decisions are made on a case-by-case basis and depend on product demand, material availability, and collection lifecycle. If an item is marked as “sold out,” it may either be temporarily unavailable or permanently retired. Items that are part of limited edition or archive collections are typically not restocked. For core products or ongoing styles, restocks may occur periodically and will be announced via our website and email communications. Customers may opt into restock alerts on the product page where available.

Can I request a custom or personalised item?

At present, TEN GRAND™ does not offer customisation or personalisation services for individual orders. All products are designed, developed, and released in accordance with our brand standards and collection architecture. While bespoke services may be considered for corporate partnerships or special projects, these are subject to approval and minimum order requirements. We encourage customers to explore our full range of curated offerings, each of which is crafted with intentionality and emotional presence.

How can I assess fit or suitability before purchasing?

Each product page includes detailed sizing information, fit notes, and model references to assist with selection. Where applicable, we provide garment measurements, material composition, and styling guidance. We recommend reviewing these details carefully prior to purchase. If you require further assistance, our support team is available to provide tailored recommendations based on your preferences and sizing history. TEN GRAND™ does not currently offer virtual fittings or try-before-you-buy services, but we are committed to ensuring that every purchase feels considered and confident.

Where are products manufactured?

TEN GRAND™ products are manufactured in select facilities across the United Kingdom and internationally for their craftsmanship, compliance, and alignment with our brand values. Each production partner is vetted for quality assurance, ethical labour practices, and environmental responsibility. Manufacturing origin is disclosed on the product page where relevant, and all items undergo rigorous inspection prior to release. Our commitment to provenance is reflected in every detail, from material sourcing to final presentation.

What materials are used in each garment?

Materials are selected based on durability, aesthetic integrity, and storability. We work with a range of premium textiles, natural fibres, and responsibly sourced components to ensure each product meets our standards for quality and longevity. Full material composition is listed on the product page, along with care instructions and usage guidance. For non-apparel items, ingredient transparency is maintained through product labelling and supplementary documentation. TEN GRAND™ does not use synthetic fillers, unverified blends, or materials that compromise product integrity.

Are products ethically sourced or sustainably produced?

TEN GRAND™ is committed to ethical sourcing and responsible production across all categories. We partner exclusively with suppliers and manufacturers who uphold fair labour standards, environmental compliance, and traceability protocols. Sustainability is embedded in our design philosophy, from limited production runs and recyclable packaging to storability-conscious product architecture. While we do not claim full circularity, we actively pursue practices that reduce waste, extend product life, and reinforce emotional value. Further details on our sourcing and sustainability commitments are available upon request.

ACCOUNT MANAGEMENT

Is an account required to place an order?

Customers may complete purchases as guests without registering an account. However, creating an account is strongly recommended for a more seamless and secure shopping experience. Account holders gain access to enhanced features including real-time order tracking, return initiation, saved addresses and payment methods, restock alerts, and early access to curated releases. An account also ensures that your purchase history is stored securely, allowing for faster resolution of service requests and eligibility for future loyalty benefits. All account data is encrypted and managed in accordance with applicable data protection regulations.

How do I create or access my account?

To create an account, select the account icon located in the upper-right corner of our website and choose “Create Account.” You will be prompted to enter your full name, email address, and a secure password. Once registered, you may log in at any time using your credentials. If you already have an account, select “Log In” and enter your details to access your dashboard. For added security, we recommend using a unique password and enabling two-factor authentication where supported. Your account dashboard provides access to order history, saved preferences, communication settings, and return management.

How do I reset my password?

TEN GRAND™ does not require a traditional password for account access. Instead, we use a secure sign-in-by-code system. When logging in, simply enter your email address and a one-time access code will be sent directly to your inbox. This code is valid for a limited time and allows you to access your account without the need to create or manage a password. If you do not receive the code within a few minutes, we recommend checking your spam or junk folder. For continued issues, please contact our support team for direct assistance. This system is designed to enhance security, reduce friction, and ensure a seamless login experience across all devices.

Can I view my order history?

Once logged into your account, you may access your complete order history under the “Orders” section of your dashboard. Each entry includes the order number, item details, payment status, fulfilment progress, and tracking information where applicable. This feature allows you to review past purchases, initiate returns, and monitor delivery timelines. Order history is available for all purchases made while logged into your account. Guest orders are not automatically linked unless manually claimed via support. For data integrity, we recommend using the same email address for all future purchases.

Will I receive a receipt or invoice?

All orders placed with TEN GRAND™ include a printed receipt enclosed within the parcel, as well as a digital invoice issued via email upon payment confirmation. The printed receipt serves as a physical record of your transaction and includes itemised details, pricing breakdown, and order reference. The digital invoice is formatted for archival and compliance purposes and may be accessed at any time through your account dashboard. This dual-format approach ensures both immediate documentation and long-term retrievability, in line with our commitment to operational transparency and customer assurance.

How do I access past receipts?

Past receipts and invoices are available through your TEN GRAND™ account dashboard. Once logged in, navigate to the “Orders” section to view your complete transaction history. Each entry includes downloadable documentation for reference, returns, or accounting purposes. If you completed your purchase as a guest, you may request access to your receipt by contacting our support team with your order number and email address used at checkout. For data integrity and compliance, we recommend maintaining a registered account for all future purchases.

How do I update my shipping or billing details?

To update your shipping or billing information, log into your account and navigate to the “Addresses” or “Payment Methods” section. You may edit, add, or remove entries at any time. Changes made prior to checkout will be reflected in your next order. Please note that updates made after an order has been placed will not apply retroactively. If you need to correct an address for a pending order, contact our support team immediately. TEN GRAND™ is not liable for delays, failed deliveries, or losses resulting from incorrect or outdated account information. We recommend reviewing all details carefully before confirming your order.

How do I manage my email preferences?

Email preferences may be managed directly through your account dashboard under the “Communication Settings” section. You may opt in or out of specific communications, including product launches, restock alerts, editorial content, and promotional offers. Alternatively, each email contains an unsubscribe link that allows you to update your preferences without logging in. TEN GRAND™ respects your communication boundaries and complies with all applicable privacy and marketing regulations. We do not send unsolicited emails and will never share your contact information with third parties. Subscription settings may be updated at any time and take effect within 48 hours.

Is a loyalty programme available?

TEN GRAND™ does not currently operate a public-facing loyalty programme. All customer interactions are governed by consistent pricing, structured service, and product integrity. While we do not issue points, tiers, or promotional incentives, we maintain internal systems to recognise repeat engagement, service history, and account tenure. Any future loyalty initiatives will be communicated via official channels and structured in accordance with our commercial standards and operational capacity.

Is a customer referral programme available?

TEN GRAND™ does not currently offer a formal referral programme. We do not issue referral codes, discounts, or commission-based incentives. All customer acquisition is managed through direct engagement, organic growth, and brand-led communication. While referrals do not presently generate credit or rewards, we recognise the value of customer advocacy and may consider structured referral initiatives in the future. Should a programme be introduced, full terms, eligibility criteria, and operational guidelines will be published via our official channels.

PACKAGING & BRANDING

How are products packaged for delivery?

All TEN GRAND™ orders are packaged with care, using materials selected for their structural integrity, presentation value, and environmental compliance. Garments are folded to preserve form and fibre, and placed within protective sleeves or tissue where appropriate. Outer packaging is constructed from recyclable boards and designed to withstand transit while maintaining a refined unboxing experience. Packaging formats may vary depending on product category, quantity, and destination, but all shipments reflect our commitment to storability, discretion, and brand-authored detail.

Can I request minimal or eco-friendly packaging?

Customers may request minimal packaging by contacting our support team immediately after placing an order. Where feasible, we will reduce non-essential components such as tissue, inserts, or secondary wrapping. All TEN GRAND™ packaging materials are recyclable and sourced from suppliers who meet recognised environmental standards. While we do not currently offer zero-waste fulfillment, we actively pursue packaging formats that minimise volume, reduce waste, and support storability across both domestic and international shipments.

What does “storability-conscious” mean in practice?

“Storability-conscious” refers to TEN GRAND™’s design and operational philosophy that prioritises longevity, modularity, and emotional value across every product and surface. It informs how items are constructed, packaged, and presented, ensuring they can be stored, revisited, and re-integrated without degradation or loss of meaning. This principle extends beyond physical storage to include digital clarity, policy transparency, and lifecycle discipline. Storability-conscious systems are designed to reduce friction, preserve integrity, and reinforce trust across the customer journey.

Will my order include printed inserts or documentation?

All TEN GRAND™ orders include a printed receipt enclosed within the parcel. This document serves as a physical record of your purchase and includes item details, order reference, and pricing breakdown. Where applicable, additional inserts may be included to support product care, returns, or compliance requirements. We maintain a minimal and composed packaging standard, ensuring that all printed materials are purposeful, discreet, and aligned with our brand presentation. Digital copies of your receipt and invoice are also issued via email and accessible through your account dashboard. If you require a duplicate or VAT-compliant invoice for business or customs purposes, please contact our support team and we will provide the necessary documentation.

POLICIES & GUARANTEES

What is your return and exchange policy?

TEN GRAND™ permits returns and exchanges for eligible merchandise within thirty calendar days of the original purchase date. Returned items must be in unused, unaltered condition, accompanied by all original packaging and labelling. Items designated as final sale, personalised, or non-returnable at point of purchase are excluded from this policy. All return and exchange requests must be submitted via our designated portal and approved prior to dispatch. TEN GRAND™ reserves the right to inspect all returned goods and determine eligibility at its sole discretion. Full terms and procedural guidance are available on our Returns & Exchanges page.

Are product guarantees or warranties provided?

TEN GRAND™ does not issue formal warranties. However, we maintain rigorous quality assurance protocols across all product categories. Should an item exhibit a material defect or fail to meet reasonable standards of performance, customers are advised to notify our support team within seven calendar days of receipt. Upon review and validation, we may offer a replacement, refund, or store credit. This policy excludes damage resulting from misuse, improper care, or unauthorised modification. All product concerns are assessed in accordance with our internal standards and fulfilment records.

How is customer privacy protected?

TEN GRAND™ is committed to safeguarding customer data and maintaining transparency in all data handling practices. Our privacy policy outlines the categories of personal information collected, the purposes for which it is processed, and the safeguards in place to ensure secure storage and lawful use. We do not sell, rent, or disclose customer data to unauthorised third parties. All data is managed in accordance with applicable legislation, including the United Kingdom Data Protection Act and the General Data Protection Regulation (GDPR). Customers may access, amend, or request deletion of their personal data at any time.

How is personal data collected and managed?

Customer data is collected and processed solely for operational, transactional, and service-related purposes. This includes order fulfilment, account management, communication preferences, and performance analytics. All data is stored on secure servers and encrypted in transit and at rest. Access is restricted to authorised personnel and governed by internal compliance protocols. TEN GRAND™ does not retain unnecessary data and routinely audits its systems to ensure alignment with regulatory standards. Customers may submit data access or deletion requests in accordance with our privacy policy.

What terms govern the use of this site?

The TEN GRAND™ Terms of Service govern all use of our website, including browsing, purchasing, account registration, and engagement with customer support. By accessing our platform, users agree to abide by these terms, which outline rights, responsibilities, limitations of liability, and dispute resolution procedures. The terms also cover intellectual property, payment processing, fulfilment obligations, and acceptable use. We recommend reviewing the full document prior to placing an order. The Terms of Service are available on our Terms of Service page and may be updated periodically to reflect operational or legal developments.

Does your site comply with GDPR or other data regulations?

TEN GRAND™ operates in full compliance with the General Data Protection Regulation (GDPR), the United Kingdom Data Protection Act, and other applicable privacy frameworks. We uphold the principles of lawful processing, data minimisation, and user consent across all customer interactions. Our systems support data portability, secure storage, and timely response to subject access requests. Compliance is maintained through internal audits, staff training, and third-party oversight where appropriate. Customers may exercise their data rights at any time by contacting our support team or submitting a formal request via our privacy portal.

INTERNATIONAL ORDERS

Is shipping available outside the United Kingdom?

TEN GRAND™ offers international shipping to a curated list of destinations outside the United Kingdom. Availability is determined by carrier access, customs compliance, and logistical feasibility. All eligible countries are presented at checkout, and shipping options are dynamically configured based on destination, product category, and service level. We continue to expand our international coverage in alignment with operational capacity and demand. If your location is not listed, we regret that we are unable to fulfil orders to that region at this time.

Will I be charged customs duties or import taxes?

International orders may be subject to customs duties, import taxes, or handling fees imposed by the destination country. These charges are not included in the product price or shipping fee and remain the sole responsibility of the customer. TEN GRAND™ does not collect or remit these fees and cannot predict the exact amount that may be levied. We recommend consulting your local customs authority prior to placing an order to understand any applicable charges. Refusal to pay duties may result in the parcel being returned or destroyed, and TEN GRAND™ is not liable for any associated delays or losses.

Can I return or exchange items from abroad?

International customers may initiate returns or exchanges for eligible items within thirty calendar days of purchase, subject to the same conditions as domestic orders. Returned items must be unused, unaltered, and in original condition with all packaging and labelling intact. All return requests must be submitted via our designated portal and approved prior to dispatch. International customers are responsible for return shipping costs unless the item is confirmed to be defective or incorrect. TEN GRAND™ does not reimburse customs duties or taxes incurred on returned items. Exchanges are processed subject to inventory availability and may require a new order to secure replacement stock.

Are international shipping times different?

International delivery timelines vary based on destination, selected service level, and customs processing. Standard international shipments typically require seven to fourteen business days from the date of dispatch. Express services, where available, may reduce this window to three to seven business days. Delivery estimates are provided at checkout and confirmed via email once your order has shipped. TEN GRAND™ monitors all international shipments and will proactively communicate any known delays. Please note that customs clearance procedures may extend delivery timelines beyond the estimated range.

Is support available in other languages?

TEN GRAND™ provides customer support in English as our primary service language. While we do not currently offer multilingual support across all channels, we aim to accommodate international customers through clear documentation, translated policies (where available), and structured communication. For language-specific assistance, we recommend submitting enquiries via email, where our team can provide more considered responses. We continue to evaluate multilingual support capabilities in line with operational growth and regional demand.

PRODUCT CARE

What care instructions apply to my item?

Each TEN GRAND™ garment is designed with longevity and storability in mind. Care instructions are provided on the product label and, where applicable, within the enclosed documentation. We recommend following these guidelines precisely to preserve the integrity of the fabric, construction, and finish. Standard care practices include gentle laundering, air drying, and avoiding prolonged exposure to direct sunlight or moisture. For structured or delicate pieces, professional cleaning may be advised. TEN GRAND™ does not recommend machine washing or tumble drying unless explicitly stated. Proper care ensures that each item retains its intended form, texture, and emotional presence over time.

Are usage guidelines included with the product?

All garments include care labels affixed internally, detailing recommended cleaning methods, temperature settings, and handling precautions. For select items, supplementary usage guidance may be enclosed within the packaging, particularly where product structure, layering, or material composition requires specific attention. These instructions are designed to support product longevity and ensure that each piece performs as intended. If additional clarification is required, customers may refer to the product page or contact our support team for tailored advice.

What should I do if my item wears prematurely?

If your item exhibits signs of premature wear that fall outside normal usage expectations, we encourage you to contact our support team within seven calendar days of noticing the issue. Please include your order number, photographs of the affected area, and a brief description of the concern. Our team will assess the matter in accordance with our quality assurance protocols and, if validated, may offer a replacement, refund, or store credit. TEN GRAND™ does not cover wear resulting from improper care, environmental exposure, or unauthorised alterations. All claims are reviewed on a case-by-case basis and must be submitted within the product’s reasonable lifecycle window.

Can I contact support for product-specific advice?

Our support team is available to provide product-specific guidance, including care recommendations, styling considerations, and usage clarification. Enquiries may be submitted via email or through your account dashboard. Please include the product name or order reference to ensure accurate assistance. TEN GRAND™ is committed to post-purchase stewardship and will make every effort to provide thoughtful, brand-authored responses that reflect the design intent and material integrity of each item. Support is available during standard business hours and responses are typically issued within one to two business days.

CONTACT & SUPPORT

How can I contact your support team?

Customers may contact TEN GRAND™ support via email or through the contact form available on our website. All enquiries should include your full name, order reference (if applicable), and a clear description of the issue or request. This ensures accurate routing and timely resolution. Support is available during standard United Kingdom business hours, Monday to Friday, excluding public holidays. All communications are handled by trained personnel operating under strict service protocols and data protection standards.

When should I expect a response to my enquiry?

TEN GRAND™ endeavours to respond to all customer enquiries within one to two business days. During peak periods or promotional events, response times may be extended, but all messages are logged and prioritised based on urgency and order status. Enquiries related to order fulfilment, returns, or product concerns are reviewed with priority. Customers will receive an automated acknowledgement upon submission, followed by a formal response from our support team. We do not guarantee immediate replies outside of business hours.

How do I escalate an issue or file a complaint?

If you believe your issue has not been resolved satisfactorily, you may request escalation by replying to your existing support thread and including the phrase “Formal Escalation Request” in the subject line. Please provide a summary of the concern, relevant documentation, and any prior correspondence. Escalated cases are reviewed by senior personnel and responded to within three to five business days. TEN GRAND™ maintains a structured complaints protocol in accordance with United Kingdom consumer protection standards and internal governance policies. All escalations are documented and assessed for service improvement.

Why am I unable to complete the checkout process?

If you encounter issues during checkout, we recommend first verifying that all required fields are completed accurately and that your payment method is valid and supported. Ensure that your browser is up to date and that no ad blockers or third-party extensions are interfering with site functionality. If the issue persists, please clear your cache and attempt the transaction again. For continued difficulties, contact TEN GRAND™ support with a description of the error, your device type, and browser version. Our team will investigate and provide structured guidance to complete your order securely.

Why isn’t the site loading properly?

Site performance may be affected by outdated browsers, unsupported extensions, or temporary network disruptions. We recommend accessing the site using the latest version of Chrome, Safari, or Edge, with all extensions disabled. Clearing your browser cache and cookies may also resolve loading issues. If problems persist, please attempt access from an alternate device or network. TEN GRAND™ monitors platform uptime and performance continuously, and any widespread disruptions will be communicated via our official channels. For individual troubleshooting, contact support with a detailed description of the issue.

How do I report a technical issue or bug?

To report a technical issue, please contact TEN GRAND™ support via email or through the contact form on our website. Include a clear summary of the problem, relevant screenshots (if applicable), and details such as device type, browser version, and time of occurrence. All reports are logged and reviewed by our internal technical team in accordance with our service protocols. TEN GRAND™ does not offer real-time technical support but will respond to verified issues within one to two business days. Bug reports are prioritised based on severity, impact, and recurrence.

KEEP IN TOUCH WITH US

We are here to assist with any enquiries or concerns you may have. Your satisfaction is our priority, and we are committed to providing you with exceptional service.

CONTACT US