COVID-19 UPDATE:

We are still open and are following strict rules to make sure all our Black Rock Grill team are safe. Strict cleaning procedures are in place. We will continue to ship orders daily and will be working with the amazing courier companies to make sure that you receive your orders as fast as possible.

As you can imagine the couriers are extremely busy at the moment so there may be slight delays, below are any updates from the couriers with precautions they have put into place. We will provide tracking numbers for each order so you can keep a eye on shipping progress. 

Each individual country now has shipping restrictions in place and we will not be able to guarantee the delivery of your order until we can confirmation from the courier. 

Courier Updates:

-Most couriers will deliver to door front only now and no signature is requested only verbal confirmation.

-UPS will only, make one delivery attempt. If unable to deliver the items will be returned to sender. This service is chargeable.

-UKMail are experiencing high volumes of parcels and there may be a delay in your Next Day Delivery Service, they aim to keep to targets as much as possible. They will update each parcel with the latest tracking, for more information please visit their website: https://www.ukmail.com/

- Royal Mail & Hermes, there may be minor delays due to high volumes of parcels going through their systems.

We will update all orders with tracking information so you can keep a eye on progress.

If you have any questions at all, please email us: sales@blackrockgrill.com

We will keep you updated on any changes, stay safe.

BRG Team xx

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All you need to know about delivery and returns, if you have any questions at all please contact our friendly and helpful Black Rock Grill customer service team.

UK Mainland Shipping-

All of our online products are stocked at this fulfilment centre

2kg and under parcels: Standard Delivery: My Hermes (3-5 working days)

                                                                        Royal Mail (1st Class Sign For)

 

2.1kg + parcels: UKMail (Uk Mainland Next Working Day, 1-3 working days for Scotland)

Pallets over 50kg & Full Set-Up - Shipments
Once you have placed your order for your Black Rock Grill Set-Up or accessories, we will be in touch to run through your order, confirm and arrange appropriate shipping with you. Large orders and full trade set-ups will be pallet shipped.
Delivery costs may vary depending on order size, weight and delivery location.

All delivery costs will be calculated at checkout. Price is dependant on weight and delivery location.

*Orders must be placed by 2pm for next day delivery
In a Hurry? Give us a call to see if we can arrange a Saturday delivery: +44 (0) 1256 359858
You will receive an email notifying when your order has been shipped.

USA Shipping-

Most items on the online store are stocked in this fulfilment centre. Any products that are not will apply a live international shipping rate at checkout. We will dispatch any items that are not stocked in the US from our UK fulfilment centre.

Our Shipping rates are live courier shipping rates. So your always have the most up to date rates. All orders will be updated with tracking details.

We use UPS & USPS. All orders will be provided with tracking.

Pallets over 50kg & Full Set-Up - Shipments
Once you have placed your order for your Black Rock Grill Set-Up or accessories, we will be in touch to run through your order, confirm and arrange appropriate shipping with you. Large orders and full trade set-ups will be pallet shipped.
Delivery costs may vary depending on order size, weight and delivery location.

International Shipping-

International orders are shipped via our international courier service, to ensure fast and reliable delivery. These shipping rates are live rates from our couriers.
All international delivery costs are calculated based on the weight of your order and delivery location. For shipping quotes please add the required items to your cart and enter your delivery address. 
We have fulfilment centres around the world so we endeavour to keep the shipping rates as low as possible. 
Please note: For orders shipped outside the UK/EU duty, taxes and fee charges may be applied by your local customs department and these will have to be paid locally. We have no jurisdiction over local taxes, duty or fee’s charged locally.
 

DELIVERY RESTRICTIONS FOR ITEMS THAT CONTAIN SUBSTANCES CLASSIFIED AS DANGEROUS FOR TRANSPORTATION

Any product that contains flammable, pressurised, corrosive, environmentally hazardous or otherwise harmful substances are classified as dangerous goods.  As a result we can only deliver these products to the UK+ US mainland.
 
In a Hurry? Or have any questions about International Shipping please contact our helpful and friendly Customer Service team: ukshop@blackrockgrill.com

For custom orders and best shipping rates please contact our Customer Service team on: ukshop@blackrockgrill.com / (UK) +44 (0) 1256 359858 / (US) 877 449 6948 (toll-free)

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Returns-

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item is not in the original packaging or has been used then we have the right to refuse a refund.

Additional non-returnable items:

Gift cards

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition or is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Please note that partial refunds are given at our discretion once the goods have been received.

Refunds-

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.

  • Late or missing refunds
  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at ukshop@blackrockgrill.com

If you would like to send a damaged product back, it is the discretion of Black Rock Grill as to whether or not we pay for return postage / courier. Please discuss with someone from Black Rock Grill before sending it back. If the product is damaged and not in a good condition then we will ask you to dispose of it. If you still decide to send it back then we will not cover the cost of sending it back.

Exchanges -

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at ukshop@blackrockgrill.com and send your item to:

Black Rock Grill
Unit 1 Bear Court
Basingstoke UK
RG24 8QT


If you are in the USA please send the goods to:

Black Rock Grill USA Inc
710 Wilmington Rd Ste A
New Castle
DE 19720

Please ensure you email ukshop@blackrockgrill.com to tell us you are returning the goods and would like a refund. If there is no contact then we will not issue a refund.

Shipping

To return your product, you should mail your product to:

Black Rock Grill
Unit 1 Bear Court
Basingstoke UK
RG24 8QT


If you are in the USA please return the goods to:
Black Rock Grill USA Inc
710 Wilmington Rd Ste A
New Castle
DE 19720

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £40, you should consider using a track able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item

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