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 23:00 Mon to Fri and 13:00 to 23:00 on Sat and Sun.

Q: What is the minimum order value?

A: Our minimum order value will be clearly displayed during the checkout process. You will not be able to proceed with an order that falls below this amount.

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. Our maximum delivery window is 2 hours. We'll always aim to be faster than the national apps!

Q: What postcodes do you deliver to?

A: We currently serve the core Falkirk area, including the FK1, FK2, FK3, FK4, FK5, FK6 5, FK6 6, and FK7 8. You can verify your exact coverage at the checkout.

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 (admin@falkirk.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.