Frequently asked questions

The Grenade Website accepts many forms of payment methods. These include: Visa, Visa Debit, Visa Electron, Mastercard, Maestro, Paypal, Apple Pay, Google Pay, Amazon Pay and Klarna. Cards will be charged when the order is placed.

On our website we are happy to accept and process payment through a number of different currencies. These include: Great British Pound (£), US Dollar ($) and the Euro (€).

Our vegetarian certified products are; Dark Choc Raspberry Raspberry Protein Bar, Protein Flapjacks and Carb Killa spreads and Carb Killa shakes.

A select number of Grenade products contain gelatine which is derived from a bovine source (cattle), these are listed below:

All Carb Killa Bars – except Dark Chocolate Raspberry which is vegetarian.

Thermo Detonator

AT4

Black Ops

Informed-Sport is a global quality assurance program. The program certifies that every batch of a supplement product and/or raw material that bears the Informed-Sport logo has been tested for banned substances by LGC's world-class sports anti-doping laboratory.

We have a number of products on this programme and you can check us out on Informed-Sport’s website here – www.informed-sport.com/supplement-search/brand/grenade

This information is clearly stated within the ingredient’s listings on product pages and on packaging.

However, in terms of the Carb Killa bars, please AVOID Peanut Nutter, Cookie Dough, White Chocolate Salted Peanut and Peanut Butter & Jelly flavours if you are allergic, as they all contain peanuts.

Please note that several of our products are made in a facility which handles peanuts, nuts and other allergens therefore please consult the specific product allergy information.

For all of the Grenade products using palm oil, we ensure that the ingredient is sustainably sourced. All palm oil used in Grenade products is certified as sustainable by the Roundtable of Sustainable Palm Oil (RSPO).

Sealed goods (including cartons) which are not suitable for return due to health protection, if the goods become unsealed after delivery

Goods likely to expire rapidly (sold to you as short dated stock)

Non complete items i.e. boxes of bars with the full sealed box not being returned

The gelatine used in a selection of Grenade products are from a bovine source (cattle) and is certified Halal.

For further confirmation please do not hesitate to reach out to our Customer Experience Team info@grenade.com

Discount/coupon codes do not apply to Bundle products, Protein Bar Pick 'n' Mix , Loyalty Points, Shipping costs and cannot be used in conjunction with other codes or loyalty points unless stated otherwise.

Grenade reserves the right to end any codes/offers without prior notice.

For information on Business Terms and User Rights, please read here.

Unfortunately, we are unable to part-refund orders once they are processed.

Yes! 😊 Loyalty points can be used on any Grenade.com orders.

If loyalty points or discount codes are applied on gift with purchase offers and the order total falls below the minimum spend threshold, the order will no longer be eligible, and the free gift will be removed.

At Grenade we pride ourselves on our service times from order to delivery.

Delivery on all UK orders over £35 is free, any orders below £35 will be charged £4.99.

We offer next working day delivery for all orders received by 11pm Monday to Friday not including bank holidays. Orders placed after 11pm will have a 2 day delivery time. For orders placed over the weekend your items will be dispatched on the following Monday, for next day delivery. (Please allow 24 hours extra delivery time for our customised Pick and Mix boxes)

*** Please be aware that with certain promotions, events or product launches, there may be a delay in delivery due to increased demand***

Yes, we can send your order to an alternate address. We will also need the cardholders billing address for security checks, but the order will be shipped to the address that you enter in the delivery details section of the checkout form.

Please be aware that we cannot guarantee that once your order is placed the shipping address can be changed.

If you are a UK customer and have not received your order within the estimated time frame above, please follow the below link to our courier’s website. You will need your parcel number which can be found in your delivery e-mail and on the ‘My Orders’ section of our website (the number will begin with 1550). You can then track your delivery through DPD:

www.dpd.co.uk

**Please allow an extra 24 hours delivery time for our customised Pick and Mix boxes

Unfortunately due to the name and nature of our brand, BFPO sites cannot accept Grenade products.

You will receive an order confirmation once your order has been placed. Following this, you will receive shipping details and DPD delivery information within 48 hours of your order. Occasionally, our delivery to you may be affected by an event outside of our control. If you are not going to be in, or would like to amend your delivery, please find alternative options through DPD’s tracking system.

**Please allow an extra 24 hours for dispatch of our customised Pick and Mix boxes

Address change:

We are unable to change an address or details once your order is confirmed. Once DPD send you the tracking details for your order, you will be able to go on and change your delivery address with them.

Cancelling an order:

We are unable to cancel an order once it has been confirmed. Once DPD send you the tracking details for your order, you will be able to select 'return to sender'. This will return it back to our warehouse. Once receive it back, we can refund you. 

Due to the nature of this customised product, it does include 1 extra working day on delivery, to track your parcel click here.

For further information please
do not hesitate to reach out to our Customer Experience Team info@grenade.com

Unfortunately, as all of our consumable products are perishable, these items cannot be returned to us unless faulty. 

If you want to chat through an order you have recently placed please contact us on info@grenade.com or catch us on our live chat and one of our team can help you out!

Unsatisfactory quality, not fit for purpose or not as described products are deemed as faulty. If you have received a faulty item, please send us the following information to info@grenade.com:

- Your full order number

- Product name

- Photographs that show:

The fault as clearly as possible, the whole product and the Grenade logo / label

Please don’t send your faulty item back to us until you have been on touch with us.

Apparel items can be returned 👍 however, this excludes Free Gift with purchase items as these are non-refundable. Products must be returned within 14 days of delivery and must be unworn, unwashed and with all tags still attached.

Refunds are processed to the original payment method and orders placed separately cannot be returned as one.

Please keep hold of your proof of postage until a refund has been processed.

Process:

1. Ensure all labelling is attached to the item
2. Complete the returns form included with your parcel and package securely.
3. Attach returns label with the returns address and license number to the parcel.
4. Returns are free of charge using Royal Mail when using a polylope bag or mailing bag. Please obtain proof of parcel.
5. Alternately, return via your preferred courier. This option however is not covered by our free post returns.

If you have lost your Returns Form or need further assistance, please e-mail us.

We currently do not offer exchanges. To make our returns process as easy as possible, we only offer refunds.

Please allow 7-10 working days from receipt of your goods at our warehouse for the return to be processed. You will receive a confirmation email once your return has been processed with a refund receipt

We are unable to accept any returns or exchanges on free gifts.

You can purchase an eGift Card here. eGift Cards are not physically shipped, you will receive a confirmation email containing your eGift Card code. The eGift card will come to the email address registered to the account that purchased the card.

Yes! Place the order using your details (name and email address) and forward the Gift Card to them. Alternatively, you can print off the code and give it to them this way!

Please contact info@grenade.com if you need any assistance with your gifted eGift card.

Grenade® eGift Cards are valid for 12 months from date of purchase.

No you don't! The amount you spend will simply be deducted from your eGift Card credit. You can then use the same eGift Card code on a future order.

Yes! You can use eGift Cards during a sale and in conjunction with discount codes.

Yes!

Refunds will be issued back to the original payment method. Orders paid using split payment (part eGift Card, part other payment method) will always be refunded to the eGift Card(s) first. Any remaining balance will be paid back to the other payment method originally used, which will appear in your account within 3-5 working days.

eGift cards are only valid for Grenade.com and the store it is issued on. For example, an eGift Card purchased or issued on the UK store at grenade.com, it will only work here.

eGift Cards cannot be reloaded. A new eGift card will need to be repurchased.

Unfortunately eGift Cards are non-refundable or transferable.

If you need any further help, please contact our Customer Experience team on info@grenade.com.

1. Head to our Refer a Friend page here
2. Share your unique referral link with your friend(s) using you preferred sharing method e.g. SMS, Email, Facebook etc.
3. Once your friend(s) have successfully completed their order, we will send you an email to let you know that your points have been added to your account and are ready to be spent!

No, the referral scheme is for new customers only.

Yes, the discount code will expire within 7 days, so don’t miss out... 👀⏳

Discount codes cannot be used in conjunction with bundles,
special offers, Advent Calendar, Pick 'N' Mix, Apparel or loyalty points. Grenade reserve the right to end this offer without prior notice.

Points will be added to your account within 30 minutes of your friend(s) placing their order. Please note, if your friend cancels their order, the rewarded points will be removed from your account.

All rewarded points will expire after 1 year of inactivity.

- You must spend a minimum of £25 AFTER any discounts and/or gift cards. If the minimum spent amount was reached, but part of the sum was paid for using a discount, this will not be counted as a completed referral. The minimum amount must be paid for with actual money. The amount cannot span across several purchases.
- This must be your first purchase with Grenade. You will not receive the discount code if a previous purchase using your email address is detected.
- Additional fraud checks are in place and will block the referral if fraud is suspected. If the above two criteria have been fulfilled and you are still having trouble, please contact our Customer Experience team here.

- The friend you have referred must spend a minimum of £25 AFTER any other discounts and/or gift cards. If the minimum spent amount was reached, but part of the sum was paid for using a discount, this will not be counted as a completed referral. The minimum amount must be paid for with actual money. The amount cannot span across several purchases.
- This must be their first purchase, this could be one reason why the referring customer didn't get credit.
- Additional fraud checks are in place and will block the referral if fraud is suspected. If the above two criteria have been fulfilled and you are still having trouble, please contact our Customer Experience team here.

In the account section, under the Loyalty Points tab, you can check your Rewards History! This will display the amount of points you have earnt through the referral scheme. You can also view both the number of people you have referred and the status of each referral on the widget on the Refer a Friend page, under the tab Your Referrals.