19 Dec 2022
INEOS Grenadiers Store information
The INEOS Grenadiers Store has temporarily closed, re-opening in the New Year in collaboration with our official merchandise partner Castore. Please find below our customer service information for support with order and returns.
Where's my order?
What should I do if my order hasn't been delivered yet?
What should I do if my order hasn't been delivered yet?
- Check the delivery date - You can find your estimated delivery window in your Order Despatched email – please allow until the end of the day on this date for your order to reach you. You should expect your order to arrive in the number of working days suggested, after you receive the despatch notification.
- Track the order online - If you selected a tracked service when you placed your order, you'll be able to track the progress of your delivery through the postal/courier system. Any tracking information will have been sent to you in your shipping confirmation. If you did not select a tracked service, your order is not trackable
- Contact us - If your estimated delivery date has passed and you have not received your order, please get in touch with our Customer Services Team who can help you further.
Unfortunately, due to the current and upcoming local and nationwide Royal Mail strikes there may be delays in receiving your order. We will do all we can to minimise disruption.
Strikes are planned for 23rd & 24th December 2022. This will impact delivery times.
Contact help@store.ineosgrenadiers.com for assistance.
Returns and refunds
How do I return an item?
Please wrap items securely and label clearly with your order number on the outside of the packaging.
Please add a note to the package to explain the reason for your return.
Please post to our distribution office:
INEOS Grenadiers Store
c/o Green Snow Ltd
15-17 Mortimer’s Industrial Estate
Ower
SO51 6AF
All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.
How long does a return take?
If you're returning from the UK, it can usually take up to 7 working days (excluding weekends and bank holidays) from the day after the date of your return for your parcel to be delivered back to our warehouse and we aim to process the return within 7-14 days of receipt here.
How long does a refund take?
How do I return an item?
Please wrap items securely and label clearly with your order number on the outside of the packaging.
Please add a note to the package to explain the reason for your return.
Please post to our distribution office:
INEOS Grenadiers Store
c/o Green Snow Ltd
15-17 Mortimer’s Industrial Estate
Ower
SO51 6AF
All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.
How long does a return take?
If you're returning from the UK, it can usually take up to 7 working days (excluding weekends and bank holidays) from the day after the date of your return for your parcel to be delivered back to our warehouse and we aim to process the return within 7-14 days of receipt here.
How long does a refund take?
Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 10 working days depending on your payment provider.
If your return hasn't reached us after the returns timeframe, please get in touch with your proof of postage so we can help you further.
How do we refund you?
If you are due a refund, your original method of payment will determine how we reimburse you.
How do we refund you?
If you are due a refund, your original method of payment will determine how we reimburse you.
- Credit/debit card - If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. It may take up to 10 working days depending on your bank.
- PayPal – we'll process a refund to your PayPal account.
You will be notified once your return is processed and your refund is complete.
I have received a faulty item
We are sorry if you have received a faulty item. Please contact us within 7 days of receiving your order, quoting your order number along with details of the problem. If you can provide us with images of the problem that will speed things up.
If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.
Wrong item received
We want to sort out any issues with incorrect items straight away, so if one of the items you received isn't what you ordered, please send it back to us at and we'll refund you if it's incorrect.
I have received a faulty item
We are sorry if you have received a faulty item. Please contact us within 7 days of receiving your order, quoting your order number along with details of the problem. If you can provide us with images of the problem that will speed things up.
If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.
Wrong item received
We want to sort out any issues with incorrect items straight away, so if one of the items you received isn't what you ordered, please send it back to us at and we'll refund you if it's incorrect.
I am missing an item
We are sorry if something is missing. Before you contact our Customer Services Team, we recommend checking the following:
We are sorry if something is missing. Before you contact our Customer Services Team, we recommend checking the following:
- Where you have ordered more than one item it is possible that an item is out of stock and we have shipped your order separately. Please check your emails (including your junk/spam) in case we have already contacted you about this
- We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If you still need to contact our Customer Services Team please ensure you provide us with the order number and details of what is missing and we will get things resolved for you as soon as possible.
