Delivery Policy

Palletline

Pallet deliveries will be sent using Palletline (alternative couriers may be used if required). Pallet deliveries will not be dispatched until we have agreed a convenient delivery date for you. As standard we dispatch on a next day service. We will not dispatch the order until you have confirmed that this service is convenient. Should you wish to have the order delivered on a future date, please feel free to tell us and the order will be held until you are ready.

Pallet deliveries are made to the point at which the courier can easily maneuver the pallet on a pallet trolley (this may be the kerbside). A pallet courier will not carry the item(s) up or down steps, through a property, across gravel, or up and down particularly steep driveways. They will not remove items from pallets, and they will not take the pallet away. The pallet will need to be disposed of by you.

Pallet deliveries will be between 8am and 6pm on the agreed delivery date. A notification SMS or email will be sent giving a 2-4 hour time slot for the delivery. Should there be no person available to accept the delivery a second attempt will be made on the following day. The driver will leave a calling card to explain this. Please read the calling card as it may have instructions on how to claim your item(s). Should a second attempt be made without success, the pallet(s) will be held at the local depot until contact has been made. Repeated failures to accept the delivery may result in additional delivery charges. Please try to be available to accept the delivery.

Pallet lorries are usually large vehicles. Should the delivery address be situated in a place that would be difficult for a large lorry to maneuver, please let us know. We will attempt to make alternative arrangements where possible. We can normally arrange for a smaller vehicle, but we must know in good time to do so.

Please Note: We can not always guarantee that the delivery will take place on the agreed day. Extreme circumstances may result in the delivery being delayed. These can include the following:

• Extreme weather conditions
• Vehicle break down
• Parcel being misrouted 
• Parcel being held at hub

We always aim to get every parcel to our customers on the day and time that has been agreed. If this can not happen we would let you know as soon as we are informed.

We may decline to deliver if we feel that it would be unsafe, unlawful, or unreasonably difficult to do so.

Please note: Orders purchased using finance payment methods must be delivered to the address given on the finance application. The recipient must be present to accept the delivery. Item(s) will not be left in a safe place and cannot be delivered to a collection point. Should the recipient be unavailable to accept delivery, the item(s) will not be delivered. The delivery will be re-booked for an alternative date. We reserve the right to apply a redelivery charge.

Click & Collect 

Once an order is placed your item will be picked and made ready for collection at our retail store. Once the order is ready for collection we will inform you by email. Please have proof of purchase to hand when collecting the order.

Please note: The click and collect service is not available when using the finance payment method. Any order using finance payment methods must be delivered as stated above.

Store address for Click & Collect orders

The BBQ Shop
145 High Street
Old Woking
Surrey
GU22 9JW

Should you wish to discuss any of our policies, please feel free to Contact us. We are always happy to help.

Assembly Service

The Build & Deliver service can be selected on certain items. This service will be offered as during the checkout journey when the order is at the delivery method stage. If the service is not offered at the checkout page, this would mean that the service is not available for your post code area. We are unable to offer this service for all areas in the UK due to our location.

If a Build & Deliver service is selected, the following procedures will be followed:

• Book in - The Build & Deliver service will be seen as a book in delivery. This means that a member of our team will contact the recipient to arrange a convenient date and time to undertake the delivery
• Assembly - The item(s) will be assembled prior to delivery. This assembly will take part at our premises. The item(s) will be tested and quality checked before being deemed as fit for delivery.
• Delivered to a delivery point of your choosing - The delivery team will place the item(s) at a delivery point of your choice. 
• Final overview and inventory check - The delivery team will take time to ensure that the item(s) are delivered as per the recipients expectations, as well as ensuring that all ordered items have been included on the delivery
• Sign off - The recipient will be required to sign for the delivery once they are sure that the item(s) are present and correct, and that they meet expectations.

Requirements for Build & Deliver service are as follows:

• Please ensure that clear access to the delivery point is provided - Our delivery team may refuse to deliver the item(s) should they deem the access insufficient.
• Please ensure that the delivery point is not unreasonable - Our delivery team may refuse to deliver the item(s) should they deem that the delivery point is unreasonable.
• Please ensure that the recipient is available to receive the delivery. Our delivery team may be unable to deliver item(s) should no person be available to accept delivery
  Please note: Item(s) ordered using finance payment methods can only be delivered to the address that is given on the finance application. The recipient must also be available to accept delivery. Item(s) will not be delivered unless they can be signed for by the recipient.
• Please ensure that you are happy with the item(s) before the final sign off. We may be unable to accept returns for goods once they have been delivered, assembled.
• Should your items require a power source (lighting, ignition, etc), please ensure that this is present. Our delivery team will not install power supplies. We will plug the item into the available socket to test that the item is in working order. We will then switch off the power to ensure that the power is isolated until you are ready to use the item.
• Should your item(s) require a mains gas supply, our delivery team will not install the pipework, and will not connect to any existing supply. For this type of installation, a gas safe certified engineer would need to be employed by yourself. Final tests for soundness and correct working pressure will need to be carried out by the gas safe certified engineer.

Please note: Our Assembly service does not include installation of built in appliances into an outdoor kitchen installation. This is deemed to be an installation service. For a price for this service please contact us for a quotation.

Carry to Garden Service

The Carry to Garden Service can be selected on certain items. This service will be offered as during the checkout journey when the order is at the delivery method stage.

If a Carry to Garden Service is selected, the following procedures will be followed:

• Book in - The Carry to Garden Service will be seen as a book in delivery. This means that a member of our team will contact the recipient to arrange a convenient date and time to undertake the delivery
• Delivered to a delivery point of your choosing - The delivery team will place the item(s) at a delivery point of your choice.
• Final overview and inventory check - The delivery team will take time to ensure that the item(s) are delivered as per the recipients expectations, as well as ensuring that all ordered items have been included on the delivery
• Sign off - The recipient will be required to sign for the delivery once they are sure that the item(s) are present and correct, and that they meet expectations.

Requirements for Carry to Garden Service are as follows:

• Please ensure that clear access to the delivery point is provided - Our delivery team may refuse to deliver the item(s) should they deem the access insufficient. The access must be sufficient to allow the item(s) within their packaging. Our delivery team will not unpackage the item(s) when the 'Deliver to my garden' service is selected. Should the item(s) need to be unpackaged to allow the delivery, it will be deemed that the delivery method will be 'Build & Deliver Service'. This will mean that the item(s) will be returned to our delivery depot, and the delivery will be re-booked for the 'Build & Deliver Service'. The Build & Deliver Service will carry an additional charge. Should the recipient not wish to choose the Build & Deliver Service, our delivery team can leave the item(s) at an agreed accessible delivery point.
• Please ensure that the delivery point is not unreasonable - Our delivery team may refuse to deliver the item(s) should they deem that the delivery point is unreasonable.
• Please ensure that the recipient is available to receive the delivery. Our delivery team may be unable to deliver item(s) should no person be available to accept delivery
  Please note: Item(s) ordered using finance payment methods can only be delivered to the address that is given on the finance application. The recipient must also be available to accept delivery. Item(s) will not be delivered unless they can be signed for by the recipient.

Please Note: If the Delivered to Garden Service is not selected, the standard delivery type will be a kerbside pallet delivery. Please see Palletline details above for explanation of how this delivery type works.

Removal Service

The Removal Service is an available recycling service for unwanted BBQ type appliances. This service can only be used when purchasing a new appliance. This service will be deemed to be a like for like service. This means that if a single appliance has been purchased and the removal service has been selected, our delivery team will collect a single unwanted BBQ type appliance. We will be unable to remove multiple appliances should the purchase be for a single item. The removal service shall be for an associated appliance. We may refuse to remove items that are not deemed to be associated to the item(s) that have been purchased. The Removal Service can be selected on certain items. This service will be offered as during the checkout journey when the order is at the delivery method stage.

Requirements for Removal Service are as follows:

• Please ensure that clear access for the removal of the appliance  - Our delivery team may refuse to remove the item(s) should they deem the access insufficient.
• Please ensure that the collection point is not unreasonable - Our delivery team may refuse to remove the item(s) should they deem that the delivery point is unreasonable.
• Please ensure that the item is made ready for collection - No fuel should in in the item or attached to the item. The item must not be in use or have been in use for at least one hour prior to the delivery teams arrival on to the property - Our delivery team may refuse to remove the item should they deem that the item is not ready.

Should you wish to discuss any of our policies, please feel free to Contact us. We are always happy to help.