Shipping Policy

This Shipping Policy applies to orders placed through the online store operated by GRILLMARKET LTD.

Trade name: GRILLMARKET LTD
Company number: 17282051
Email: sales@grillmarket.store
Registered / physical address: 36-37 Albert Embankment, London, England, SE1 7TL

1. General Information

GRILLMARKET LTD sells grills, barbecue equipment, accessories, and related products through an online fulfilment-based retail model.

This means that some or all products may be stored, packed, dispatched, and delivered by third-party fulfilment partners, warehouses, suppliers, or courier companies on behalf of GRILLMARKET LTD.

By placing an order with us, you agree that your order may be processed and shipped directly from one of our fulfilment partners or suppliers.

2. Delivery Area

We currently offer delivery within the United Kingdom unless otherwise stated on the product page or at checkout.

Some bulky or heavy products, including large grills and barbecue equipment, may be subject to delivery restrictions depending on the customer’s location, product size, courier availability, or fulfilment partner conditions.

If we are unable to deliver to your address, we will contact you as soon as possible and offer an alternative solution, where available, or cancel and refund the order.

3. Order Processing Time

Orders are usually processed within 1–3 business days after payment has been successfully received.

Business days are Monday to Friday, excluding UK public holidays.

During busy periods, promotional campaigns, supplier delays, or seasonal demand, processing times may be longer. If there is a significant delay, we will contact you using the email address provided at checkout.

4. Estimated Delivery Time

Estimated delivery time depends on the product, warehouse location, courier service, and delivery address.

Typical delivery estimates are:

• Standard products: 3–7 business days

• Bulky or large grill items: 5–14 business days

• Remote areas or special delivery locations: additional time may be required

Delivery times are estimates only and are not guaranteed unless expressly stated in writing.

5. Shipping Costs

Shipping costs, where applicable, will be displayed at checkout before you complete your order.

Shipping fees may depend on:

• Product size and weight

• Delivery destination

• Courier availability

• Fulfilment partner charges

• Whether the item is classified as bulky or oversized

Some products may qualify for free delivery if this is stated on the product page or during checkout.

6. Bulky and Heavy Item Delivery

Many grill products are large, heavy, or oversized. These items may require special courier handling.

Delivery of bulky products may be made to the kerbside, building entrance, or the most accessible delivery point available to the courier.

Unless clearly stated otherwise, delivery does not include:

• Assembly or installation

• Removal of old equipment

• Carrying goods upstairs

• Delivery through narrow access points

• Specialist lifting or handling equipment

Customers are responsible for ensuring that the delivery address is accessible and that there is sufficient space to receive the goods.

7. Delivery Appointments

For certain bulky or high-value items, the courier or fulfilment partner may contact you to arrange a delivery date or time window.

It is the customer’s responsibility to be available at the agreed delivery time. If delivery fails because no one is available, additional courier charges or redelivery fees may apply.

8. Tracking Information

Where tracking is available, tracking details will be sent by email after the order has been dispatched.

Tracking information may be provided directly by GRILLMARKET LTD, the courier, the supplier, or the fulfilment partner.

Please note that tracking updates may take up to 24–48 hours to appear after dispatch.

9. Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

GRILLMARKET LTD is not responsible for delays, failed deliveries, or additional charges caused by incorrect, incomplete, or inaccessible delivery details provided by the customer.

If an order is returned to the fulfilment partner or courier because of an incorrect address, we may charge additional shipping or handling costs before resending the order.

10. Failed Delivery

If a courier is unable to complete delivery, they may attempt redelivery, leave the parcel at a collection point, or return the item to the sender, depending on the courier’s policy.

If an order is returned due to failed delivery, refusal to accept delivery, or non-collection by the customer, any reasonable return, storage, redelivery, or handling costs may be deducted from the refund, unless the failure was caused by GRILLMARKET LTD or its fulfilment partner.

11. Damaged Items on Delivery

Customers should inspect all items as soon as reasonably possible after delivery.

If your order arrives damaged, please contact us at:

sales@grillmarket.store

Please include:

• Your order number

• A description of the damage

• Clear photos of the damaged product

• Clear photos of the packaging

• Any courier delivery notes, if available

Damage should be reported as soon as possible, preferably within 48 hours of delivery, so that we can investigate the matter with the courier or fulfilment partner.

This does not affect your statutory consumer rights.

12. Missing Items or Incorrect Products

If you receive an incorrect item or part of your order is missing, please contact us at:

sales@grillmarket.store

Please include your order number and details of the issue.

We will review the matter with our fulfilment partner, supplier, or courier and arrange an appropriate solution, which may include replacement, redelivery, or refund where applicable.

13. Lost Shipments

If your order has not arrived within the estimated delivery period, please contact us.

We will investigate the shipment with the courier or fulfilment partner. If the shipment is confirmed as lost, we will arrange a replacement or refund in accordance with applicable consumer rights and our store policies.

14. International Shipping

Unless stated otherwise at checkout, GRILLMARKET LTD does not guarantee international shipping.

If international delivery is available for a specific product, the customer may be responsible for any import duties, taxes, customs fees, or local charges imposed by the destination country.

GRILLMARKET LTD is not responsible for delays caused by customs clearance, border checks, or local import procedures.

15. Delays Outside Our Control

GRILLMARKET LTD is not responsible for delivery delays caused by events outside our reasonable control, including but not limited to:

• Courier delays

• Supplier or warehouse delays

• Severe weather

• Strikes or transport disruption

• Customs delays

• Public holidays

• Incorrect delivery information

• Force majeure events

Where possible, we will keep customers informed of significant delays.

16. Order Splitting

Some orders may be shipped in multiple parcels or from different fulfilment locations.

If your order contains several products, they may arrive separately and on different dates. You will not normally be charged extra shipping fees unless this was clearly stated at checkout.

17. Risk and Delivery Completion

For consumer orders, risk in the goods passes to the customer when the goods are delivered to the customer or to a person nominated by the customer to receive them.

Delivery is considered completed when the courier confirms delivery to the address provided at checkout, unless there is clear evidence of delivery failure, loss, or courier error.

18. Returns

Shipping-related returns are handled in accordance with our Return and Refund Policy.

Before returning any item, customers must contact us at:

sales@grillmarket.store

Do not return products directly to the registered address unless we specifically instruct you to do so. Because we use a fulfilment model, returns may need to be sent to a supplier, warehouse, or fulfilment partner address.

19. Contact Us

If you have any questions about shipping, delivery, tracking, damaged goods, or fulfilment, please contact us:

GRILLMARKET LTD
36-37 Albert Embankment, London, England, SE1 7TL
Email: sales@grillmarket.store
Company number: 17282051