FAQs

Welcome to the Grassivo Help Centre. Below we have compiled the most common questions regarding our home and garden outdoor products, order handling, shipping timelines, and payment security. If you cannot find the answer to your specific question here, please contact our support team directly at info@grassivo.shop.

1. GENERAL QUESTIONS

  • Question: Who operates Grassivo?

  • Answer: Grassivo is a specialized online retail brand owned and operated by BAINTHORNE ADVISORY LTD, a registered United Kingdom company (Company Registration Number: 16479014).

  • Question: Where are you located?

  • Answer: Our registered corporate office is located at THE CHAPEL HOUSE HIGHBRIDGE ROAD, HIGHBRIDGE, EASTLEIGH, ENGLAND SO50 6HN.

  • Question: How can I contact customer support?

  • Answer: You can reach us by email at info@grassivo.shop. Our support hours are Monday through Friday, 8:00 AM to 7:00 PM (GMT). We are closed on weekends and UK bank holidays.

2. SHIPPING & DELIVERY

  • Question: Do you ship internationally?

  • Answer: No. We currently ship exclusively to addresses within the United Kingdom (UK).

  • Question: How much does shipping cost?

  • Answer: Standard shipping is 100% Free for all orders across the United Kingdom. There are no hidden handling fees or unexpected delivery charges added at checkout.

  • Question: What are your handling and transit times?

  • Answer:

  • Handling Time (Order Processing): 1 to 3 Business Days (Monday to Friday).

  • Transit Time (Delivery): 4 to 7 Business Days (Monday to Friday).

  • Total Estimated Delivery Time: 5 to 10 Business Days total.

  • Question: Will I receive a tracking number?

  • Answer: Yes. As soon as your order is packaged and handed to the courier, we will automatically send you an email with your tracking number and a direct tracking link. Please allow 24 to 48 hours for the tracking status to update on the courier's system.

3. PAYMENTS & SECURITY

  • Question: What payment methods do you accept?

  • Answer: We accept all major secure payment channels including:

  • Credit/Debit Cards: Visa, Mastercard, American Express, Maestro, UnionPay

  • Digital Wallets / Express Checkout: Shop Pay, Apple Pay, Google Pay

  • Question: Is my payment secure on your website?

  • Answer: Absolutely. All transactions are fully encrypted using standard Secure Sockets Layer (SSL) technology. Furthermore, your full payment information is processed through PCI-DSS compliant gateways. We never store or view your full credit card information on our servers.

4. RETURNS & REFUNDS

  • Question: What is your return policy?

  • Answer: We offer a transparent 30-Day Money-Back Guarantee. You have exactly 30 calendar days from the date of physical delivery to request a return. The item must be unused, unwashed, and in its original packaging.

  • Question: How do I start a return?

  • Answer: Do not send any items back to our address without an authorization. Email us at info@grassivo.shop with your full name and order number, and our team will guide you through the process within 1 to 2 business days.

  • Question: Where do I ship my return?

  • Answer: Once authorized, returns must be shipped directly to our registered facility: THE CHAPEL HOUSE HIGHBRIDGE ROAD, HIGHBRIDGE, EASTLEIGH, ENGLAND SO50 6HN.

  • Question: How long does it take to get my refund?

  • Answer: Once your physical return is inspected and approved, your refund will be processed and credited back to your original payment method within 7 business days.