At Outdoor Grill Shop, we’re passionate about helping you create the perfect grilling experience. We understand that getting your premium BBQ products on time and in perfect condition is important to you. Our shipping and returns policies are designed to be straightforward and customer-friendly, reflecting our commitment to quality and your satisfaction.

Shipping Information

We ship worldwide (excluding Asia and some remote areas) to bring top-quality grilling products to your doorstep.

Order Processing

We process all orders within 1-2 business days after payment confirmation. You’ll receive a shipping confirmation email with tracking information once your order is dispatched.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx
    • Delivery within 10-15 business days after dispatch
    • Fully tracked service
  • Free Shipping (Orders over £50): Shipped via EMS
    • Delivery within 15-25 business days after dispatch
    • Tracking available

Note: Delivery times are estimates and may vary depending on your location and customs processing. During peak seasons, slight delays may occur.

Returns & Exchanges Policy

We stand behind the quality of our premium BBQ products and want you to be completely satisfied with your purchase. If you’re not happy with your item for any reason, we’re here to help with our straightforward returns process.

Returns Timeframe

We accept returns within 15 days of you receiving your items. All returned products must be in original, unused condition with all packaging and tags intact.

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Fuel products (Charcoal, Briquettes, Lumpwood, Heat Beads)
  • Food items or BBQ rubs that have been opened
  • Personalised or custom-made products
  • Items that have been used or installed

How to Initiate a Return or Exchange

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Authorization: We will respond within 2 business days with a Returns Authorization Number and instructions.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories and documentation.
  4. Ship Your Return: Send the package to our warehouse address (provided in your authorization email). We recommend using a tracked shipping service as you are responsible for the item until it reaches us.

Note: Original shipping costs are non-refundable. For exchanges, we will cover the cost of shipping the replacement item to you.

Return Request Email Template

Copy and paste the template below into an email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Outdoor Grill Shop Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]

Product Name: [Product Name]

Reason for Return: [Please specify reason]

I confirm that the item is in its original condition and packaging.

Please provide further instructions and your returns address.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • You will receive an email confirmation once the refund has been processed

Please allow additional time for the refund to appear on your account depending on your payment provider’s processing times.

Damaged or Faulty Items

If your item arrived damaged or is faulty, please contact us immediately at [email protected] with photos of the damage or fault. We will arrange a replacement or refund and cover all associated shipping costs.

Our Commitment

At Outdoor Grill Shop, we’re passionate about grilling and committed to ensuring you have the best experience with our products. If you have any questions about our shipping or returns process, don’t hesitate to reach out to our friendly customer service team.

Happy Grilling!

The Outdoor Grill Shop Team