FAQ

Glengro Frequently Asked Questions (FAQ)

Ordering & Products

Q: What are your operating hours?

A: We currently accept and deliver orders from 17:00 to 22:00 Mon to Fri and 13:00 to 22:00 on Sat and Sun.

Q: What is the minimum order value?

A: Our current minimum order and free-delivery threshold are shown on our homepage, and your trolley will tell you if you need to add a little more before checking out. These can change from time to time, for example during promotions.

Q: What happens if an item I ordered is out of stock?

A: If we find an item is out of stock while packing your order, we will call you immediately to discuss a suitable substitution. If we are unable to reach you before the order is due for dispatch, we will simply remove the item and issue you a full refund for its cost.

Delivery & Timing

Q: How quickly will my order arrive?

A: We aim to deliver most orders within 30 to 60 minutes, especially if you are close to our Falkirk warehouse. At busy times or in bad weather it can occasionally take longer, and we'll keep you posted if there's a delay. If you order while we're closed, we'll deliver as soon as we open.

Q: What postcodes do you deliver to?

A: We deliver across Falkirk, Camelon, Grangemouth, Polmont, Larbert, Stenhousemuir, Bonnybridge, Denny, Dunipace and Plean. Some outlying rural areas (such as Slamannan) aren't currently covered. Pop your postcode into the checker on our homepage to confirm.

Q: Can the driver leave my order in a 'safe place' or with a neighbour?

A: No, for security and to ensure product quality, our drivers are instructed not to leave any order unattended or with a neighbour. You or an appropriate adult must be present to accept the delivery.

Q: I placed an order but need to cancel it. What should I do?

A: You must contact us immediately via email (info@glengro.com) or the live chat feature. We can only guarantee a full refund cancellation if the request is received before your order is marked as 'Fulfilled' (dispatched).

Returns, Refunds & Age Checks

Q: Why did the driver ask for my ID?

A: We are legally required to verify the age of the recipient for all age-restricted products, which include Vapes, Tobacco, and Alcohol. Our drivers operate a strict Challenge 25 policy.

Q: What happens if I fail the age verification check?

A: If the recipient cannot provide valid ID proving they are over 18, the entire order will be refused and returned. We will refund the cost of the goods, but the delivery fee will be retained to cover the cost of the attempted delivery.

Q: My milk/bread was spoiled. Can I get a refund?

A: Yes. If any perishable item is damaged or spoiled upon arrival, please contact us within 4 hours of delivery with a photo of the item, and we will issue a full refund for its cost.

Q: Can I return an item if I change my mind?

A: We accept change-of-mind returns for non-perishable, unopened items within 14 days of delivery. We cannot accept returns on perishable goods (due to health risks) or on hygiene-sealed items (like vapes) once the seal is broken. Please see our full Refund & Returns Policy for details on how to start a return.