- Manage your account
- Payment Methods
- New Shoppers
- Placing an order
- Warranties & Returns
- Contacting us by email
Manage your account
I've forgotten my password!
Don't worry we can soon email the details to you.
Simply click on this link Forgotten Password and enter the email address that you used to open the account with. Please note if the email address you enter is not correct, the system will not be able to email your password.
If for any reason you are unable to retrieve your password please email us.
How do I change my Password?
You need to be logged-in to your account before you can change your password. Under the 'My Account' section select the text 'Change my account password'. You need to enter your current password and confirm your new password. You must click on the continue button in order to save your new password. Please note the next time you Log-in you will only be able to do so with your new password.
How do I change my contact details?
You need to be logged in to change any of your account details information.
Under the 'My Account' section you need to click on the text 'View or change my account information'. Within this section you can make changes to names, email address and contact numbers.
Once you have made any changes, click on the continue button to save the amended details.
Please note that it is important these details are correct as we will use them for all email notifications and also to contact you should we need to.
How do I manage my address book?
You need to be Logged in to your account to manage your address book. Under the 'My Account' section click on the text 'View or change entries in my address book'.
Your Primary Address is your billing address. This needs to be set to the address where your payment card is registered to.
To add delivery addresses simply click on the 'Add Address' button. Click on continue to save the new address. The system allows you to store a maximum of five addresses.
I am unable to log into my account, what can I do?
If for any reason you are unable to log into your account please contact us by email or use the contact us link. Office hours are 8.30am to 5.30pm from Monday to Thursday, 8.30am to 4.30pm on Fridays.
What payment methods do you accept?
For all online purchases we accept the following card types:
- Visa Debit
- Visa Delta
Should you wish to pay by cheque, please send your payment to: Alloy Sales Ltd, The BBQ Store Accounts Dept, Welham Green, Hatfield, Herts AL9 7HF
You may also pay by BACS or CHAPS, please call our helpline if this is your preferred method.
Who are we?
TheBBQStore.co.uk is a division of Alloy Sales Ltd. Alloy Sales have been supplying the manufacturing industry with aluminium and stainless steel products since 1971 and are renowned for the quality of their products and the exceptional level of customer service.
We aim to provide the most competitive prices online backed up with full friendly technical advice.
TheBBQStore.co.uk is a trading name of Alloy Sales Ltd. (Co. Reg. 1023030).
Customer Satisfaction & Feedback
We want you to recommend us! As an online store it is our aim to ensure that you find the site easy to navigate and that you buy from us with confidence. We welcome all feedback and are constantly making improvements to the site.
Safe and Secure online shopping
The site is fully secure utilising GloabalSign the most trusted Name in SSL.
All payments are processed directly with SagePay, we hold no credit card information at all, so there is no need to concern yourself with credit card fraud.
When is payment taken?
As your transaction is processed directly with the bank, payment is taken at the point that you confirm your order.
How soon will I receive my goods?
Most of our products are despatched the same day if ordered before 3pm.
In the unlikely event we are unable to honour the dispatch time shown above we will contact you to discuss alternative options.
Personal Details and Third Parties
We have a strict policy of not passing on any of your details to Third Parties. Your account information is held on our fully secure servers.
What is a Cookie?
A cookie is a small text file that is sent to your computer via your web browser when you visit some websites.
How do I care for my BBQ?
Regularly clean your barbecue between uses and especially after extended periods of storage. Ensure the barbecue and its components are sufficiently cool before cleaning.
Do not leave the barbecue exposed to outside weather conditions or stored in damp, moist areas. In order to extend the life and maintain the condition of your barbecue, we strongly recommend that the unit be covered when left outside for any length of time, especially during the winter months. Heavy duty barbecue covers and other accessories are available from your local stockist.
Even when your barbecue is covered for its protection, it must be inspected on a regular basis as damp or condensation can form which may result in damage to the barbecue. It may be necessary to dry the barbecue and the inside of the cover.
To clean your BBQ take it apart as much as you can as food may be stuck in parts that are not easily visible, remove any large deposits of burnt food, clean using a sponge or cloth with hot soapy water, for the extra stubborn parts use a BBQ cleaner, for gas BBQ’s start up for at least 20 mins to ensure it is dry, don’t forget to clean inside the lid where smoke and general carbon builds up. All parts must be dry after cleaning. Mould grows because there is something for it to consume the only way to prevent it from happening is to thoroughly clean. Placing a moisture absorber on the grill under the cover may also help to prevent Mould.
Finally assemble your bbq again and begin cleaning the exterior surface of the bbq. again just use hot soapy water and a sponge. Remember to frequently rinse the sponge in the hot water to remove the dirt and grease from the sponge. Be careful if you’re using any abrasive cleaners – if worried test it on hidden section of your BBQ first.
After you have thoroughly cleaned your BBQ spray any grills or other metal parts with cooking oil, this will help to repel moisture under the cover. Please ensure you disconnect and turn off your gas bottle before storing.
Any rust that is found that does not come into contact with the food should be treated with a rust inhibitor and painted with barbecue paint or a heat resistant paint. A chrome cleaner may be used on chrome parts if required. To prevent rusting, wipe chrome plated warming racks etc. with cooking oil after rinsing and drying.
When you get your BBQ out of storage for the 1st time, we recommend thoroughly cleaning it with hot soapy water to remove any mould that may have grown during storage.
Placing an order
How do I place an Order?
You can place an order with us in two ways:
Online - If you have previously ordered from us, you can simply sign back into your account and place your order. If you are a new customer, simply add items to your basket and follow the prompts to create yourself an account to complete the checkout process. This is the quickest and most secure method of ordering with us.
By Phone - If you would prefer to speak to someone, after creating your account you can call our helpline on 01707 277792 to pay for your order over the telephone with one of our advisors
How do I cancel my Order?
If you need to cancel your order please call the helpline as soon as possible. Providing you notify us before the Goods have been dispatched we will be able to cancel your order and process a full refund immediately.
If Goods purchased have already left our warehouse and are then cancelled whilst still in the possession of the courier company, then unfortunately the refund cannot be applied until the Goods have been returned to us. In these circumstances the cost of post and packaging will still be deducted from the total price paid by the customer regardless of whether it was free shipping, to cover the return costs The BBQ Store will incur.
How do I change my Order?
If you have made a mistake or changed your mind about an item, please call our helpline on the above number as soon as possible. Providing you notify us in good time we should be able to amend your order accordingly.
What is a 'security check' and why would my card payment fail it?
The card security system on our site is set extremely high, and any minor mistakes regarding your card and payment will be flagged up by our systems that have direct communication with your card issuing Bank.
The correct billing address must be entered otherwise your card issuing Bank will flag the payment as a security check - your billing address is the registered address your card issuing Bank has on their file.
If the incorrect billing address is entered, we will contact you by phone or email to alert you. For security reasons, the order will then need to be placed again online by the customer, to allow the Bank to check the new details.
We take the safety of our customer's details very seriously and unfortunately no allowances can be made.
- If you are a company with both a Unit number and a Building number, please refer to your card issuing Bank statement to check how your billing address is shown.
- If you live in a Flat or Maisonette, letters in door numbers can sometimes flag up payments e.g. 13a, 140b - so please make sure you insert the building name as well for full authorisation.
- If you use a shipping address you have not used previously, your card issuing Bank may flag it up to help us reduce the risk of anyone fraudulently using your card or without your permission.
- If you have recently moved house and have not yet informed your card issuing Bank, then you will still need to input your old billing address otherwise your payment will be flagged up as a security check
Warranties & Returns
My goods arrived damaged, what should I do?
Please contact us as soon as possible if the items you have received were damaged during transport. To help us identify your order quickly, please have your Order Reference number handy when contacting us. In order for us to arrange a collection the goods need to be repacked in their original packaging
Once we have received the goods we will carry out an inspection and replace or refund as necessary.
For business customers, we are only able to accept returns of damaged goods if you inform us within 48 hours of receiving them.
How do I return a faulty Item?
With the excluion of wear and tear and damage through mis-use, all of our products come with a manufacturers warranty which covers faulty materials and faulty workmanship. Items which are considered to be consumables such as sanding discs and drill bits are excluded from such guarantees.
Should you wish to make a claim please contact us. Please include your Order Reference number when emailing as will enable us to identify the order quickly. You will need to return the goods to us in their original packaging, packed suitably for the courier you have chosen to use. If we receive goods in a poorly packed state and are unable to return them to the manufacturer we will be unable to offer a refund.
Once we have received the returned item we shall carry out a full inspection and then refund or replace as required.
Please note if you are having trouble operating a product and are not sure whether it is faulty please contact us for technical assistance.
I have received an incorrect item, what should I do?
In the unlikely event that we have sent the wrong item or items to you, please contact us and include your Order Reference number when emailing.
We will then arrange a suitable date to collect the incorrect item and also redeliver the correct item.
If we have supplied an incorrect item please accept our sincere apologies for any inconvenience caused.
I have changed my mind and no longer require the goods, what do I do?
The BBQ Store
In the event that you no longer require the Goods which have been delivered you may return these to us at the above address providing you inform us within 10 days of receipt. Please note it is the customers responsibility to return the Goods to us in a resalable condition and all return shipping costs are to be paid by the customer.
Please make sure your name and order number is included with the package otherwise this will delay your refund. Please do not use tape directly on the Goods or write directly on the Goods as this is then classed as a used item, therefore we cannot refund unless it is proven to be faulty.
Your refund will be issued within 2-3 working days once we have received the Goods back and are satisfied that they can be re-stocked. However please note that we will withhold a £3.95 restocking fee per return for Goods originally sent out by Courier and a £1.95 restocking fee per return for Goods originally sent out by Royal Mail. This cost is in respect of the cost The BBQ Store will incur for both sending the Goods out and administering the return. The re-stocking fee is also applicable when Free Delivery has been received as part of a promotion on our website.
We will not deduct a re-stocking fee in respect of Goods which were delivered faulty or incorrectly by us or where you have cancelled your contract within the 7 day "cooling off" period.
This returns policy does not apply to business customers.
Contacting us by email
If you would like to contact us by email please use the contact us link found at the bottom of the page. Our team will look to answer within 24 to 48 hours, we will respond as soon as we can.
If you have a query about your order please state your invoice number.