Shipping & Refunds
Shipping policy
Here at The Grill Store we offer free delivery on orders over £50.00
Note: Orders must be received by 11.00am for guaranteed same-day despatch.
Shipping Rates:
Standard Delivery 1-2 Working days.
Next Working Day
Handling times.
Orders received Monday-Friday before 11:00am will be despatched same day via your chosen delivery service. Orders placed over the weekend will be despatched on Monday.
Service Options:
Standard Packages.
All orders are despatched on a standard 1-3 day delivery service unless otherwise stated.
Product dependant services used include UK Mail, Parcelforce and Royal Mail.
Tracking details are released via email following despatch confirmation.
Pallet Freight.
Large and/or heavy items will be sent via Pallet courier.
All Pallet freight is despatched on a Next working day service.
Optional Saturday delivery for pallet freight incurs an additional £72.00 charge.
Pallet freight cannot be tracked in the same manner as a parcel. Pallet deliveries may arrive between 7:30am-6:00pm. We recommend opting for a delivery day when you/another will be available between these times. If you wish to postpone delivery please note this on your order or contact us via phone/email.
Pallets are delivered via Heavy goods vehicles equipped with tail lifts and pallet trucks.
Should your delivery address be unsuitable for HGVs please contact us for further options.
We can only guarantee Kerbside delivery. In most cases delivery drivers will assist in moving your item onto the property or driveway provided access is suitable (Solid surfaces, Not gravel/grass) however this cannot be guaranteed.
Collection from store.
All customers are welcome to collect their orders from our Holmes Chapel store.
collection orders will be available within 1 hour of purchase online.
please bring your order confirmation & check that your vehicle is suitable for your purchased items.
Not received your order? please contact us via Phone or Email.
Shipping Damages & Returns.
Shipping damages must be reported to us within 7 Days of delivery.
please send details of your order along with pictures to: customerservice@thegrillstore.co.uk
Once reviewed a member of staff will contact you.
For all returns please see our returns policy page.
Refund policy
Returns
We operate a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligible items must be:
- Unused.
- In original packaging.
- Eligible receipt or proof of purchase.
To begin the returns process please contact us at CustomerService@TheGrillStore.co.uk.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Returns for items either "No longer required" or "Ordered by mistake" will incur postage costs. These will be deducted from your refund amount at our standard shipping rate of.
You are welcome to arrange your own return postage, however please make sure you have adequate courier insurance cover.
Exceptions / non-returnable items
- perishable goods (such as food goods)
- custom products (such as special orders or personalised items)
- Hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item.
Damages and issues.
Items received damaged must be notified to us within 7 days of receipt.
Where possible please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
To request an exchange please contact us at customerservice@thegrillstore.co.uk
A member of our team will advise the quickest way to process the exchange.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process.