Frequently Asked Questions
Shipping
Q: How much does shipping cost?
A: We offer free standard UK mainland delivery on all orders over £200. For orders under £200 or deliveries outside the mainland UK, shipping costs will be calculated at checkout.
Q: How long does delivery take?
A: Most orders are delivered within 3–7 working days. For larger items like pizza ovens and BBQs, delivery may take slightly longer. We’ll always keep you updated.
Q: Can I choose a specific delivery date?
A: In many cases, yes. Please contact us at info@theoutdoorgrillcompany.com after placing your order, and we’ll do our best to accommodate your preferred date.
Q: Do you ship internationally?
A: Currently, we only ship to UK addresses. If you’re based elsewhere, feel free to contact us for options.
Returns & Refunds
Q: What is your return policy?
A: You can return unused items in their original packaging within 14 days of delivery. Please email us first to request a return authorisation.
Q: Are returns free?
A: We cover the return shipping cost if the item is faulty or incorrect. For other returns, the buyer is responsible for postage. Again, for non-faulty items the manufacturer may charge restocking fees. We will confirm these once we have received the return request.
Q: How long do refunds take?
A: Once your return is received and inspected, we’ll process your refund within 10 working days to the original payment method. Please remember it can take some additional time for your bank or credit card company to process and post the refund to your account
Orders & Products
Q: Can I track my order?
A: Yes! As soon as your item ships, you’ll receive a tracking link via email.
Q: Can I cancel or change my order?
A: If your order hasn’t shipped yet, we may be able to cancel or amend it. Please contact us as soon as possible.
Q: Do your products come with a warranty?
A: Most of our products come with a manufacturer’s warranty. Warranty details can be found on each product page or by contacting us.
Contact Us
Q: How can I get in touch?
A: The fastest way is to email us at info@theoutdoorgrillcompany.com. We aim to reply within 1 business day.
Q: Do you have a phone number?
A: Yes, you can call us on 01702 599239.
Q: Are you available on weekends?
A: Our team works Monday to Friday, excluding UK bank holidays. Messages received outside of working hours will be responded to the next business day.
