Our Returns Policy

Can I cancel my accessory order?

If your order hasn’t been dispatched yet, please contact us as soon as possible at [email protected] or 01962 793800 to advise us that you’d like to cancel.

If you’ve already received your order, that’s no problem. Just return the items to us in their original packaging and in perfect, re-saleable condition within 30 days of receipt and we’ll refund the full value you paid at the time of your transaction, minus the original delivery charges (including any premium delivery charges).

Can I exchange an unwanted accessory?

We don’t offer an exchange service. Please return the unwanted item to us for a refund and simply place a new order for the new item you require.

How do I arrange the return of an accessory?

To raise a return for an accessory, please visit DHL returns.

Here you have the choice of either printing a label at home or downloading a QR code for your chosen drop-off point to scan.

When returning the items, please ensure you also include the returns slip (found at the bottom of the packing note that came with your original delivery), which contains your name and order number. Without this, we won’t be able to issue a refund.

A £5 charge for the return will be deducted from your final refund. Should you decide to return the items using a courier of your choosing rather than our DHL link, please check that you have the appropriate insurance to cover for any possible losses or breakages. We would advise that you use a tracked, signed-for service.

Items must be returned to: Alfresco Concepts Ltd, Unit 2 Garrood Drive Industrial Estate, Fakenham, Norfolk, NR21 8NN.

When will I receive my refund?

We will process the refund as soon as possible, using your original payment method. This will be with you no more than 30 days after the returned item has been received at our warehouse.

What happens if my return arrives at Big Green Egg having been damaged in transit?

If you have arranged the return via our DHL link, you will still receive your refund.

If you’ve used your own choice of courier, we will notify you as soon as possible to inform you of the damage. We can accept no responsibility for any items that do not arrive in a re-saleable condition, so a refund will not be issued.

Can I return an EGG?

If you decide to return your EGG within 30 days of receipt, we will refund the full value that you paid at the time of your transaction, provided the EGG is unused, in a re-saleable condition and in its original packaging. A 5% re-stocking fee will be deducted from your final refund.

Please contact us at [email protected] or 01962 793800 to arrange collection.

You will be liable for the shipping fee, which is typically £50 (some locations have shipping surcharges, and if the strapping has been removed from the pallet there will be an additional re-strapping fee). Please contact us for a quote for return.

The EGG should be returned to us in a perfect, re-saleable condition and in its original packaging. If it is not in the same condition as when it was delivered to you, we may refuse the return. We will get in touch to talk this through.

Can I swap my new EGG for a different size?

If your EGG arrives and you decide that you would like to swap it for a different size, we will waive the 5% re-stocking fee. You must return the EGG in a perfect, re-saleable condition and in its original packaging within 14 days of receipt. Please contact us at [email protected] or 01962 793800 to arrange collection and discuss options for ordering and receiving the replacement EGG. Please note that if you have paid for White Glove delivery, you will have to pay for the service again for your new EGG to be delivered.

What happens if my order is damaged when I receive it?

If you believe your product to be defective, or that you are entitled to a replacement under warranty, please let us know by emailing [email protected], with some photos showing the problem and a short description telling us what is wrong. We’ll get back to you as soon as we can. Please don’t return the item to us until we have confirmed the next steps.