FAQ

FREQUENTLY ASKED QUESTIONS

Orders

How do I know that my order was received?

After completing checkout, you should receive an order confirmation at the email address provided during checkout.

If you cannot find it, check your spam or junk folder before contacting us.

Can I change or cancel my order?

You may request a change or cancellation before dispatch by contacting support@grillpova.co.uk.

Include your full name and order number. We will try to complete the request, but changes cannot be guaranteed once processing or dispatch has started.

What currency do you accept?

All prices and payments are displayed in Pounds Sterling (GBP).

What payment methods do you accept?

The currently available payment methods are displayed securely during checkout.

Shipping and Delivery

Where do you deliver?

We deliver throughout the United Kingdom, including England, Scotland, Wales and Northern Ireland.

How much does delivery cost?

Delivery is free on every order, with no minimum purchase requirement.

How long does delivery take?

Orders are normally:

Processed within 1–2 business days.
Delivered within 3–5 business days after processing.

The estimated total time is approximately 4–7 business days.

Business days exclude weekends and UK public holidays.

Which delivery company do you use?

Orders are delivered using DHL.

Will I receive tracking information?

Yes. Tracking information will be sent to the email address used during checkout after the order has been dispatched.

You can enter the tracking number on our Track Your Order page.

Why is my tracking number not showing updates?

DHL tracking events can take approximately 24–48 hours to appear after dispatch.

Check that the number was entered correctly. If there are still no updates after this period, contact support@grillpova.co.uk.

What happens if my parcel is delayed or lost?

If the parcel is confirmed as lost before delivery, we will provide an appropriate replacement or refund.

What should I do if I entered the wrong address?

We will try to correct the address before dispatch, but we cannot guarantee changes after the order has entered processing or been handed to DHL.

Returns and Refunds

What is your return period?

Eligible products may be returned within 30 days of delivery.

What condition must a returned product be in?

For an extended change-of-mind return, the product must normally be:

Unused.
In its original condition.
In its original packaging.
Complete with all accessories, manuals and included parts.

Your statutory cancellation and consumer rights remain unaffected.

How do I start a return?

Email support@grillpova.co.uk before sending the product.

Include your name, order number and reason for the return. We will provide the appropriate instructions.

Do not send a return without contacting us first.

Who pays for return shipping?

For a change-of-mind return, the customer is responsible for return shipping costs.

If the product is confirmed as faulty, damaged or incorrect, Grillpova will cover or arrange reasonable return costs.

Do you charge a restocking fee?

No. Grillpova does not charge a restocking fee.

How long does a refund take?

Approved refunds are issued to the original payment method without undue delay and within the period required by UK law.

After a refund is issued, banks and payment providers may take an additional 5–10 business days to display the funds.

Products and Warranty

Are the products new?

Unless clearly stated otherwise on the relevant product page, products are supplied as new.

How can I check whether a product is available?

Current availability is displayed on each product page.

If we are unable to fulfil an order after it is placed, we will contact the customer and provide an appropriate solution or full refund.

Do your products include a warranty?

Eligible products include a 6-month Grillpova store warranty beginning on the delivery date.

The warranty covers confirmed defects arising during normal and intended use, subject to our Warranty Policy.

The warranty is additional to the customer’s statutory consumer rights.

What should I do if my product arrives damaged or faulty?

Contact support@grillpova.co.uk promptly and provide:

Your full name.
Order number.
Description of the problem.
Clear photographs or video where reasonably possible.

Keep the original packaging and all included parts while the issue is reviewed.

How should I use and maintain my product?

Always follow the assembly, operating, cleaning, maintenance and safety instructions supplied with the product.

Use outdoor cooking equipment only in a safe and suitably ventilated location, as instructed.

Customer Support

How can I contact Grillpova?

Email: support@grillpova.co.uk
Phone: +44 7446 371844
Support Hours: Monday–Friday, 9:00–18:00
Website: https://grillpova.co.uk

When contacting us about an order, include your full name and order number so that we can assist you efficiently.