At Grill Mate Shop, we’re as committed to your satisfaction as you are to perfect grill marks. Below you’ll find everything you need to know about getting your BBQ gear and what to do if it doesn’t meet your expectations.

Shipping Information

Order Processing

We fire up our order processing within 1-2 business days of receiving your order. You’ll receive a confirmation email with tracking information once your package is on its way to grill greatness.

Shipping Methods & Delivery Times

We offer two shipping options to get your BBQ essentials to you:

Standard Shipping – £12.95

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Includes full tracking

Free Shipping (Orders over £50)

  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Basic tracking included

Note: Delivery times may vary for remote locations. We currently ship worldwide except to parts of Asia and certain remote areas.

Accepted Payment Methods

We accept all major payment options to fuel your BBQ passion:

  • Visa
  • MasterCard
  • JCB
  • PayPal

Our Return Promise

If your purchase doesn’t meet your expectations, our returns process is as straightforward as lighting a quality gas grill. We accept returns within 15 days of delivery for most items in their original condition (unused, unassembled, with all tags and packaging).

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • BBQ cleaning products (used or opened)
  • Opened BBQ smoking accessories
  • Custom or special order items (including certain pizza oven tools)
  • Items marked as “Final Sale”

How to Return an Item

Our return process has fewer steps than assembling a rotisserie:

  1. Contact Us within 15 days of delivery at [email protected] with your order number and reason for return
  2. We’ll email you a Return Authorization Number (RAN) and instructions
  3. Pack the item securely in its original packaging (like you’d protect your favorite grill cover)
  4. Include the RAN clearly on the package
  5. Ship to: Grill Mate Shop Returns, 71 Vale St, St. Asaph, GB CH6Z 5TH

Return Shipping

Return shipping costs are the customer’s responsibility, unless the item arrived damaged or incorrect (our mistake – we’ll cover it like a premium BBQ cover protects your grill). We recommend using a trackable shipping service.

Refund Process

Once we receive and inspect your return:

  • Refunds are processed within 3-5 business days
  • Your original payment method will be credited (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable (except for our errors)
  • You’ll receive email confirmation when processed

Exchange Process

Want to exchange for a different model or part? Follow the return process above and include a note specifying your desired replacement. We’ll process the exchange once we receive your return, shipping the new item via your preferred method.

Damaged or Incorrect Items

If your item arrives damaged or incorrect (like receiving a gas burner when you ordered charcoal accessories), contact us immediately at [email protected] with photos of the issue. We’ll arrange a replacement faster than a high-performance grill reaches cooking temperature.

Return Request Template

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

Dear Grill Mate Shop Team,

I would like to request a return for the following item from my order #[Your Order Number]:

Item Name: [Product Name]
Reason for Return: [Reason – e.g., incorrect item, damaged, changed mind]
Preferred Resolution: [Refund / Exchange for (specify item if exchanging)]

Please send the Return Authorization Number and any special instructions.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Shipping Address]

Questions?

Our flame-obsessed customer service team is happy to help at [email protected]. We respond faster than an infrared burner reaches searing temperature!