Shipping policy

GrosGo Shipping & Delivery Policy

GrosGo Traders Limited
66B, Hereford road Feltham TW13 5BS
Email: grosgo.london@outlook.com

At GrosGo, we deliver fresh groceries and authentic food products. Please read this policy before placing your order, particularly when ordering fresh, chilled, frozen or other perishable products. All orders are subject to availability.

Delivery Options and Areas

Local delivery: Local delivery is available within approximately 3 miles of our 66B, Hereford road Feltham TW13 5BS. Same-day or next-day delivery may be available depending on order volume and availability. These services are not guaranteed for every order. Click and collect from 66B Hereford every day 6-8pm when you place order before 3pm every day

UK delivery via Evri: Our UK delivery service has an estimated delivery time of 2–4 business days from dispatch, subject to service availability for your address and the products ordered. Delivery estimates run from dispatch, not from the date you place your order.

The delivery options and charges available for your address and basket are shown at checkout. If no suitable delivery option appears, please contact us before placing your order. Delivery availability may vary by location, product and courier restrictions.

Delivery Charges

Please check the delivery charge displayed at checkout before completing your purchase. Any applicable promotional or free-delivery offer will be shown at checkout with its conditions.

Order Weight Limit

The maximum order weight is 20kg per checkout. For bulk orders or orders exceeding this limit, please email grosgo.london@outlook.com before placing an order.

Dispatch and Delivery Times

Delivery timeframes are estimates rather than guaranteed arrival dates. Order volume, product availability, courier delays and circumstances outside our control may affect dispatch or delivery.

Deliveries are made on working days. No deliveries are made on public or bank holidays. Holiday periods may affect dispatch schedules and courier services.

Tracking Your Order

For courier orders, use any dispatch confirmation, tracking number or tracking link provided to monitor your shipment. Where available, the courier may provide delivery updates or an estimated delivery window.

Please arrange for someone to receive your delivery, especially when ordering perishable products.

Receiving Your Delivery and Safe Places

Please provide clear delivery instructions. These will be followed where possible, subject to access and courier requirements.

If you authorise delivery to a safe place or neighbour, ensure the location is suitable and that your order can be retrieved promptly. Avoid leaving fresh, chilled or frozen goods unattended. If a parcel is missing or has been left somewhere you did not authorise, contact us promptly so we can investigate with the delivery provider.

For flats or apartment buildings, provide accurate access details and monitor delivery updates. Access restrictions may affect where the courier can deliver. Please contact us if you experience a delivery problem.

Incorrect Delivery Addresses

Please check your delivery address, postcode and contact details before completing your order. Browser or device autofill may contain an old or incorrect address.

Orders cannot normally be amended once placed. If you notice an address error, email grosgo.london@outlook.com immediately with your order number and the correct details. We will check whether a correction is still possible, but changes cannot be guaranteed once processing or dispatch has begun.

An incorrect address may cause a failed delivery. If redelivery is needed, we will explain any applicable additional charge before arranging it.

Unavailable Items

If an ordered item cannot be fulfilled, the applicable refund will be processed within 48 hours of dispatch. The time for funds to appear in your account may depend on your payment provider.

Damaged, Missing or Incorrect Items

Please check your order as soon as it arrives. If an item is damaged, missing or incorrect, email grosgo.london@outlook.com promptly, ideally within 24 hours of receipt, with your order number, a description of the issue and clear photographs where relevant.

Where safe and practical, retain the packaging and affected item while we review the issue. Do not consume products that appear unsafe. We will review your report and discuss an appropriate resolution, which may include a replacement or refund where applicable. The request to report issues promptly does not limit your statutory rights.

Fresh, Chilled, Frozen and Other Perishable Products

Monitor delivery updates, arrange for someone to receive your order and check the goods on arrival. Refrigerate, freeze or otherwise store products promptly according to their labels.

Avoid changing a scheduled courier delivery date for perishable orders, as additional time in transit can affect quality. If a delay occurs or you are concerned about the condition of your goods, contact us promptly. Do not consume products if you suspect they are unsafe.

Cancellations

Cancellations before dispatch receive a full refund. To request cancellation, email grosgo.london@outlook.com with your order number as soon as possible. Cancellation refunds are processed within 7–10 working days.

Nothing in this policy excludes or limits your statutory consumer rights.

Contact Us

For delivery questions, bulk orders or problems with your order, email grosgo.london@outlook.com.