Delivery Policy

THE GRILL STRATFORD LTD offers both in-store pickup and delivery services for roast chicken and related meals to customers within the UK. Customers may select their preferred pickup or delivery method based on their location and the options provided on the checkout page when placing an order.

As our meals are prepared fresh to order—requiring steps such as preparation, cooking, and packaging—actual completion times may vary depending on order volume, item availability, traffic, weather conditions, and other operational factors.

1. Service Area

We provide services exclusively to customers within the UK.

Service availability and specific delivery zones are determined by the delivery address provided and the information displayed on the website’s checkout page. Delivery services may not be available for addresses located outside our designated delivery zones.

2. Meal Preparation Time

Meal preparation begins once the order is confirmed and payment has been processed.

Standard preparation time is approximately 15–30 minutes. However, this duration may be extended during periods of high order volume, peak hours, weekends, public holidays, or other special circumstances.

Customers should factor in this preparation time when choosing either pickup or delivery.

3. In-Store Pickup

If a customer selects in-store pickup, we will prepare the order according to the items selected once the order is confirmed.

Typically, meals are ready for pickup approximately 30–45 minutes after the order is placed. The specific pickup time will be as indicated in the order confirmation or on the website’s checkout page.

Customers should arrive at the store within a reasonable timeframe around the scheduled pickup time and provide their order number or other relevant details for verification purposes.

If a customer arrives early and the meal is not yet ready, we ask for your patience while we complete the preparation.

4. Delivery Service

Customers may select the delivery service at checkout if their address falls within our eligible delivery zones.

For eligible orders within the UK, delivery is typically completed within approximately 40–60 minutes of the order being placed; this timeframe includes both meal preparation and the delivery transit itself.

Actual delivery times may be affected by the following factors:

Order volume and restaurant busyness;
Time required for meal preparation;
Road and traffic conditions;
Weather conditions;
Delivery address and distance;
Peak periods such as weekends and public holidays;
Other operational factors beyond our reasonable control. Therefore, the delivery time displayed on the website is an estimate and not a guaranteed arrival time.

5. Delivery Address

Customers must provide an accurate and complete delivery address and valid contact information when placing an order.

If the delivery personnel cannot locate the address based on the information provided or cannot contact the customer, delivery delays or a failure to complete the delivery may occur.

Customers may be held responsible for additional delivery issues arising from the provision of incorrect addresses, incorrect contact information, or the inability to receive the order.

6. Receiving the Delivery

Customers should ensure their contact information remains reachable around the estimated delivery time and be ready to receive the order promptly upon the delivery personnel’s arrival.

If a customer is unable to receive the meal at the time of delivery, they should contact us as soon as possible. We may be unable to provide refunds for delivery failures, repeat delivery attempts, or undeliverable orders caused by the customer.

7. Delivery Delays

We make reasonable efforts to prepare and deliver orders according to the estimated time but cannot guarantee that all orders will be completed within that timeframe.

In the event of a significant delay, customers may contact us via the details provided on the website; we will provide information based on the order status and assist in resolving the issue.

If delays are caused by traffic, adverse weather, a sudden surge in order volume, or other factors beyond our reasonable control, we may need to extend the estimated delivery time accordingly.

8. Order Pickup and Delivery Methods

Customers should carefully confirm their chosen service method before submitting an order:

In-store Pickup: The customer is responsible for picking up the meal at the designated location in accordance with the order arrangements.

Delivery Service: We will arrange delivery to the address provided in the order; specific delivery zones and fees are subject to the information displayed at checkout.

Once an order is confirmed, customers wishing to change the pickup or delivery method should contact us as soon as possible. Changes to the service method may not be possible once the order has entered the preparation or delivery process.

9. Responsibility After Delivery

Upon receiving the order, customers should promptly inspect the meal and the order contents. If any items are missing, the order contents do not match, or other issues arise, customers should contact us as soon as possible, providing the order number and relevant details.

We will verify the order based on the specific circumstances and handle the matter in accordance with applicable consumer laws and relevant policies.