Welcome to Kitchen Grill Store’s FAQ section! We’re here to answer all your questions about our premium BBQ products and services. Whether you’re a grilling novice or a seasoned pitmaster, you’ll find helpful information below about our products, delivery, payments, and more.
About Our Products
What types of BBQ products do you sell?
We specialise in everything BBQ-related! Our extensive range includes complete BBQs (charcoal, electric, and commercial), BBQ accessories, replacement parts for all major brands, cleaning products, covers, grills, heat plates, ignition systems, racks, pans, rotisseries, smokers, and smoking accessories. Whether you need a whole new grill or just a replacement part, we’ve got you covered.
Do you sell genuine replacement parts?
Absolutely! We stock authentic spare parts for most major BBQ brands. Our parts include grills, burners, heat plates, ignition systems, thermometers, and crossover parts. These aren’t cheap imitations – they’re the real deal to keep your BBQ performing at its best.
What’s the difference between your various grill types?
We offer three main types of BBQs:
- Charcoal BBQs: For that authentic smoky flavour – perfect for traditionalists
- Electric BBQs: Convenient and easy to use, great for balconies or areas with fire restrictions
- Commercial BBQs: Heavy-duty models designed for professional use or serious enthusiasts
Ordering & Account Questions
How do I place an order?
Simply browse our website, add items to your cart, and proceed to checkout. You’ll need to provide your delivery details and choose your preferred payment method. We accept Visa, MasterCard, JCB, and PayPal for your convenience.
Do I need to create an account to order?
While you can checkout as a guest, creating an account lets you track your orders, save your details for faster future purchases, and receive exclusive offers. It only takes a minute to set up!
Can I modify or cancel my order after placing it?
We process orders quickly to get your BBQ gear to you fast. If you need to modify or cancel your order, please email us at [email protected] immediately with your order number. We’ll do our best to accommodate your request if your order hasn’t been processed yet.
Delivery Information
Where do you deliver?
We ship worldwide to most countries! The only exceptions are some remote areas in Asia and a few other locations. If you’re unsure whether we deliver to your area, just contact us before ordering.
What are my delivery options?
We offer two shipping methods:
- Standard Shipping (£12.95): Via DHL or FedEx, arriving in 10-15 days after dispatch with full tracking
- Free Shipping: For orders over £50 via EMS, arriving in 15-25 days after dispatch
Will I have to pay customs charges?
As a UK-based company, all prices are in GBP (£). For international orders, customers are responsible for any import duties or taxes imposed by their country. These aren’t included in our prices and we’ll never surprise you with hidden fees – what you see at checkout is what you pay to us.
Payment Questions
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for secure, convenient checkout. All payments are processed through our secure payment gateway to ensure your financial information is protected.
Is it safe to enter my credit card information on your site?
Absolutely. We use industry-standard SSL encryption to protect all your personal and payment information. You can also choose to pay through PayPal for an additional layer of security if you prefer.
Why was my payment declined?
Payment declines usually happen because:
- Your card has expired
- You’ve reached your card’s spending limit
- Your bank’s fraud prevention has blocked the transaction
- There was a minor error in the card details entered
Returns & Warranty
What’s your return policy?
We offer a 15-day return policy from the date of delivery. If you’re not completely satisfied with your purchase, simply contact us at [email protected] to arrange a return. Items must be unused and in their original packaging with all tags attached.
What if my item arrives damaged?
We carefully pack all orders to withstand shipping, but if your item arrives damaged, please contact us immediately at [email protected] with photos of the damage. We’ll arrange a replacement or refund as quickly as possible.
Do your products come with a warranty?
Most of our products come with manufacturer warranties. The length and terms vary by product – please check individual product pages for specific warranty information. For genuine spare parts, we guarantee they’ll fit and function as intended for the models specified.
Contact Information
How can I contact you?
Our BBQ-obsessed team is always happy to help! You can reach us by:
- Email: [email protected]
- Post: 26 Crook St, Preston, GB PR6R 4FQ
Still have questions? Don’t hesitate to get in touch! At Kitchen Grill Store, we’re passionate about BBQ and committed to making your grilling experience as smooth as possible – from browsing to delivery and beyond.