Shipping & Returns
All you need to know about delivery and returns, if you have any questions at all please contact our friendly and helpful Black Rock Grill customer service team
All orders placed before 12pm will be dispatched same day
Standard Shipping : 1-5 working days
Express Shipping: 1-2 working days
All items stocked and shipped from our Netherlands fulfilment centre
Shipping costs are calculated at checkout
What is a Pre-order?
When Black Rock Grill products are not currently available in our warehouse, we may offer them on a pre-order basis. That means you can still buy the product, and you’ll be placed in a queue to receive it as soon as it ships to our warehouse, in the time estimated on the page for the item you’ve chosen.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item is not in the original packaging or has been used then we have the right to refuse a refund.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition or is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Please note that partial refunds are given at our discretion once the goods have been received.
Return Address: Black Rock Grill, RETURNS, Redwood Fulfilment Van, Riemsdijkweg 55, Rotterdam, 3088 HB Netherlands
(please make sure your contact details and order number are inside the box with the goods so we can identify who it is from)
Please contact: firstname.lastname@example.org to submit a return request
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.
- Late or missing refunds
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
If you would like to send a damaged product back, it is the discretion of Black Rock Grill as to whether or not we pay for return postage / courier. Please discuss with someone from Black Rock Grill before sending it back. If the product is damaged and not in a good condition then we will ask you to dispose of it. If you still decide to send it back then we will not cover the cost of sending it back.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to:
Black Rock Grill, Redwood Fulfilment Van, Riemsdijkweg 55, Rotterdam, 3088 HB Netherlands
Please ensure you email email@example.com to tell us you are returning the goods and would like a refund. If there is no contact then we will not issue a refund.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over €20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item
Discount & Promotion Codes Information
Promotional codes and discounts can’t be applied to previously placed orders.
Promotional codes and discounts are Only valid on eu.blackrockgrill.com and only one code can be used at a time. Not transferable or redeemable for cash or credit