Shipping policy

SHIPPING POLICY

Last updated: 24 July 2026

Thank you for shopping with Grillpova. This Shipping Policy explains our delivery areas, shipping costs, processing times, estimated delivery times and what to do if a delivery problem occurs.

1. Delivery Area

We currently deliver throughout the United Kingdom, including:

  • England

  • Scotland

  • Wales

  • Northern Ireland

We do not currently deliver outside the United Kingdom.

A complete physical UK delivery address must be provided during checkout. If we cannot deliver to the supplied address, we will contact you and provide an appropriate solution or a full refund.

2. Shipping Cost

Shipping is free on every order.

  • Shipping cost: £0.00

  • Minimum order value: None

  • No hidden delivery charges are added during checkout.

3. Order Processing Time

Orders are normally processed within 1–2 business days.

Our normal processing days are Monday to Friday, excluding UK public holidays.

Orders placed during weekends or public holidays will begin processing on the next business day.

Processing time includes:

  • Payment verification

  • Order confirmation

  • Product preparation

  • Packaging

  • Handover to the delivery carrier

Once an order has been dispatched, the customer will receive a shipping confirmation and tracking information.

4. Delivery Time

After processing, estimated delivery takes 3–5 business days.

The estimated total time from placing an order to delivery is therefore:

1–2 business days processing + 3–5 business days delivery = approximately 4–7 business days.

Delivery estimates begin after the order is successfully placed and payment is authorised.

Delivery dates are estimates rather than guaranteed appointment times. Remote locations, severe weather, public holidays and carrier disruption may occasionally cause delays.

5. Delivery Carrier

Orders are delivered using DHL.

DHL may contact you by email or telephone to provide delivery updates, request delivery instructions or notify you of an attempted delivery.

A signature may be required for some orders.

6. Order Tracking

Tracking is provided for dispatched orders.

Once your order leaves our facility, we will send tracking information to the email address used during checkout.

Please allow a reasonable amount of time for the tracking system to update after receiving the dispatch confirmation.

If you have not received tracking information after the processing period, contact us at:

support@grillpova.co.uk

Please include your full name and order number.

7. Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including:

  • Recipient’s full name

  • House or building number

  • Street name

  • Town or city

  • Postcode

  • Valid telephone number

Please check your delivery details carefully before completing checkout.

If you notice an error, contact us immediately. We will try to update the address before dispatch, but we cannot guarantee that changes will be possible after the order has entered processing or has been handed to DHL.

Grillpova is not responsible for delays caused by incomplete or inaccurate information supplied by the customer. However, we will provide reasonable assistance to help resolve the delivery.

8. Changing or Cancelling an Order

You may request an address change or order cancellation before dispatch by contacting:

support@grillpova.co.uk

Please include your order number and the requested change.

We will try to process the request, but changes cannot be guaranteed once the order has been dispatched.

If an order has already been dispatched, it may need to be delivered and returned in accordance with our Return & Refund Policy.

9. Delivery Attempts

DHL may make more than one delivery attempt or provide instructions for rearranging delivery or collecting the parcel.

Customers should follow the instructions shown in the tracking information.

If a parcel cannot be delivered because no one is available, the address is incomplete or delivery is repeatedly refused, it may be returned to us. If this happens, please contact our support team so that we can review the available options.

10. Safe Places and Nominated Neighbours

If you directly instruct DHL to leave an order in a safe place or with a nominated neighbour, please ensure that the selected location is secure and suitable for the size and value of the parcel.

Delivery will be considered completed when the carrier follows your specific delivery instruction, to the extent permitted by applicable law.

11. Delayed Orders

Occasional delays may occur because of:

  • Severe weather

  • Transport disruption

  • High seasonal demand

  • UK public holidays

  • Carrier network disruption

  • Address verification problems

  • Events outside our reasonable control

If tracking has not updated for several business days or your estimated delivery period has passed, contact us at support@grillpova.co.uk.

We will investigate the delivery with DHL and keep you informed.

Unless another delivery period has been agreed, orders will be delivered within the period required by UK consumer law. If we cannot deliver within that period, you may have the right to cancel and receive a full refund.

12. Lost Orders

Grillpova remains responsible for the order while it is in transit until it is delivered to you or a person nominated by you.

If tracking shows no progress or you believe your parcel has been lost, contact us promptly.

We will open an investigation with DHL. If the parcel is confirmed as lost, we will provide an appropriate replacement or refund without charging the customer additional shipping costs.

Please do not submit multiple payment disputes while we are actively investigating the delivery, as this may delay resolution. This does not affect any legal rights available to you.

13. Damaged Parcels

Please inspect the parcel and product as soon as reasonably possible after delivery.

If the parcel or product arrives damaged:

  1. Take clear photographs of the parcel, packaging and damaged product.

  2. Keep all packaging and included parts.

  3. Contact support@grillpova.co.uk.

  4. Include your name, order number and photographs.

Where damage occurred before delivery, Grillpova will arrange an appropriate replacement, return or refund and cover reasonable return costs.

Your statutory consumer rights remain unaffected.

14. Missing or Incorrect Items

If an item or included part is missing, or you receive an incorrect product, contact us promptly at support@grillpova.co.uk.

Include:

  • Your full name

  • Order number

  • Description of the issue

  • Photographs where reasonably possible

Once confirmed, we will arrange the appropriate correction, replacement or refund at no additional delivery cost.

15. Multiple Parcels

In some cases, products or included components may be sent in separate parcels.

Separate parcels may arrive at different times and may have different tracking numbers. This will not result in any additional shipping charge.

16. Returns

This Shipping Policy applies to delivery of purchases.

For information about returning an order:

  • Customers are responsible for return shipping costs for change-of-mind returns.

  • Grillpova covers or arranges reasonable return costs for confirmed faulty, damaged or incorrect products.

  • No restocking fee is charged.

  • Eligible returns are accepted within 30 days, subject to our Return & Refund Policy.

Please contact us before sending any return.

17. Contact Us

For shipping questions or delivery assistance, contact:

OASIS PROJECT LTD trading as Grillpova
Company Number: 03447762
Address: 113 Queens Road, Brighton, East Sussex, England, BN1 3XG, United Kingdom
Email: support@grillpova.co.uk
Phone: +44 7446 371844
Support Hours: Monday–Friday, 9:00–18:00