*Please be aware that due the current situation with the Coronavirus, some orders are taking longer than normal to be delivered to you after they have been despatched, in particular, this is affecting standard UK, European and ROW deliveries, we appreciate your patience and understanding*
FREE STANDARD DELIVERY OVER £75.00
£4.50 - Standard (Untracked) - Delivered within 3-5 business days
£8.00 - Express (Tracked) - Delivered within 1-2 business days via courier*
*Express delivery is NOT guaranteed to the following postcodes and areas – most of the Scottish Highlands, any remote areas, including nearly all AB, IV, KW, LA, PA, PH, BT, CA18 - CA27, HS1 - HS9, IM, TR21 - TR25, ZE postcodes.
FREE STANDARD EUROPEAN DELIVERY OVER £75.00
£6.50 - European Standard (Untracked) - Delivered within 5-10 business days
£10.00 - European (Tracked) - Delivered within 3-10 business days
FREE STANDARD REST OF WORLD DELIVERY OVER £100.00
£8.50 - Rest of World Standard (Untracked) - Delivered within 10-14 business days
£12.50 - Rest of World (Tracked) - Delivered within 5-10 business days
- All stated delivery times are from the day of dispatch, not from the day of order.
- Some international deliveries can take up to 28 days to arrive, this is due to customs clearance and duty procedures in the relevant country, unfortunately, this is out of our control.
- Parcels going to some countries (including but not limited to: Mexico, Colombia, Brazil, Chile, Israel, South Africa) are occasionally taking in excess of 12 weeks to be delivered. Unfortunately we have no control over these parcels and how quickly they are passed through customs.
CUSTOMS AND INTERNATIONAL IMPORT CHARGES
Due to the UK's departure from the European Union on 1st January 2021, any orders dispatched to European Union countries after this date may face import VAT and tariffs which you, the customer, will be responsible for paying.
It is a legal requirement that we declare the full transaction value of the contents of all packages and that local import duties and taxes are levied by the carrier on behalf of the local customs authority.
We are working hard on a Delivered Duty Paid (DDP) service and we hope to be able to offer this soon, whereby we will assume the responsibility for all duties, taxes and customs clearance fees.
Some international deliveries can take up to 28 days to arrive, this is due to customs clearance and duty procedures in the relevant country, unfortunately, this is out of our control.
Shipments sent outside the UK to any other shipping destinations may also incur additional charges for customs clearance and these are payable by you, the customer. We have no control over these charges and are unable to reimburse any costs incurred regardless of the circumstances. For details of customs charges please consult your local customs authorities for the latest rates.
Some heavy or bulky order may need to be sent via DHL and incur additional postage costs. We will notify you of any additional shipping charges prior to despatch.
TRACKED AND SIGNED ORDERS
Courier returned items will be added back into our stock and your order credited back to you with the order total, minus the fee the courier charges us to deliver the item back to us. You will have to place the order again to have the item(s) reshipped.
Please check delivery and billing addresses carefully before confirming your order, as this could cause the order to be declined or a delivery made to an incorrect address. If a customer does input any incorrect address details on their order, which causes the parcel to be delivered incorrectly, we will not hold any responsibility for this parcel, i.e. the customer will have to try to retrieve the parcel themselves, at their own cost.
OTHER SHIPPING INFORMATION
All orders are sent via a courier of our choice, and we may change the couriers we use without notice, although the level of service will always be equivalent. Standard orders will usually be sent via Royal Mail and express orders via DPD or a priority Royal Mail service. All international orders will be sent via Royal Mail, DPD or DHL Express.
We always endeavour to ship orders as quickly as possible, but there may be delays over busy trading periods. All orders placed after midday Monday-Friday will be shipped on the next business day, we do not dispatch orders on the weekend. Please note, all first orders that are going to a separate delivery address, may take longer to process. We advise that all first orders should go to your billing or business address. Please note, if you have placed an order which includes an item which is on pre-order, the full order will be dispatched when all items become available.
If you are away from your address when delivery is attempted our courier will put a card through your door allowing you to re-book a delivery or allow you to pick up the order from the depot or sorting office. The courier has the right to attempt a delivery to a nearby neighbour, rather than redelivering the next day. INEOS Grenadiers Store reserves the right to charge the full shipping fee applicable to resend if the item is returned to us because the customer could not take delivery for any reason.
Some orders may incur an additional shipping fee if they need to be sent with a courier. Should this be the case, you will be advised of this prior to the order being dispatched.
PRODUCT DELIVERY ERRORS
All delivery errors must be reported within 1 day of the date of delivery. All orders go through a rigorous process before leaving our warehouse via multiple barcode scanning checks.
If you are a UK customer and you have not received your order within 10 days of dispatch date, then you must notify us within these 10 days. If you notify us after these 10 days then we will not be responsible for its location, and we may not be able to claim for the parcel if it is lost or stolen.
If you have received your parcel in a poor or damaged condition or have items missing, please try to keep all outer packaging so that we can collect this and send to our couriers for investigation. Any damaged boxes must be signed for as ‘damaged’ at delivery. Where possible sign with the word ‘damaged + your name’ in the signature box. You may be asked to send us photos of the damaged packaging and / or product, this is because photographic evidence helps us ensure the issue is dealt with quickly and efficiently and can sometimes suffice instead of collecting the product / packaging itself.