Shipping Terms & Conditions

 

At McGrocer, we aim to provide a seamless shopping and delivery experience for our customers worldwide. Please read this Shipping & Customs Policy carefully to understand your responsibilities and our role in the process.

 

1. Shipping Times

Estimated delivery times are as follows:

  • UK (Local): 1–3 business days
  • Europe (Mainland): 2–3 business days
  • USA & Canada (Mainland): 2–4 business days
  • Rest of the World: 3–8 business days

Please note:

  • Delivery times are estimates and do not include processing/handling times (typically 1–2 days, but may extend if an item is scarce or delayed).
  • Delivery times may be affected by unforeseen circumstances, remote locations, or customs delays.

 

2. Shipping Costs

Shipping costs are calculated at checkout based on your address, order weight (actual or volumetric), and order value.

  • Maximum Weight per Order: 40kg.
  • Oversized items may incur additional shipping charges. We will contact you for approval before processing such orders.

 

3. Duties, Taxes, and DDU (Delivered Duty Unpaid)

For international orders:

  • You are responsible for any import duties, taxes, and customs fees imposed by your country.
  • These charges are not included in the shipping cost and must be paid upon delivery.
  • McGrocer operates on a DDU (Delivered Duty Unpaid) basis, meaning all customs-related charges are your responsibility as the importer.

 

4. Returns and Refunds

We accept returns for unused, unopened, and undamaged items within 25 days for a full refund. However:

  • You are responsible for all return shipping costs, including international returns.
  • Returned items must be in their original condition and packaging.
  • Certain items, such as baby food, personal care products, and dangerous goods, are non-returnable for hygiene or safety reasons.

Refund policies may vary depending on the retailer of the product. For assistance with returns, please contact our Customer Service team.

 

5. Important Notes

  • Ensure accurate shipping addresses to avoid delays or delivery issues.
  • Delivery times are estimates only and may be affected by unforeseen circumstances.
  • Customs processes may impact delivery times; McGrocer has no control over these processes.
  • Non-returnable items include, but are not limited to, baby formula, personal care items, and hazardous goods.
  • Orders cannot be cancelled once the delivery process has started.

 

6. Customs Processes

International orders are subject to customs clearance, which is outside McGrocer’s control.

  • Research your local import restrictions, duties, and taxes before placing an order.
  • Customs authorities may impose additional fees, delays, or restrictions. These are not McGrocer’s responsibility.
  • Contact your local customs office for assistance or clarification on regulations.

 

7. Customer Responsibilities

As the buyer, you agree to:

  • Research your local import restrictions, duties, and taxes before placing an order.
  • Track your shipment using the tracking information provided in your confirmation email.
  • Pay any applicable customs charges or fees upon delivery.
  • Obtain necessary import licenses/permits/authorisation for products that are restrictions in your country

 

8. Non-Returnable Items and Order Cancellations

  • Once an order is processed and the delivery process begins, it cannot be cancelled or retrieved from transit.
  • Returned parcels are subject to courier discretion and additional costs, which are the buyer’s responsibility.
  • For hygiene and safety reasons, items such as baby food, personal care products, and dangerous goods cannot be returned unless defective.

 

9. Disclaimer

McGrocer is a service platform that assists customers in purchasing and delivering goods. We:

  • Are not the retailer or manufacturer of the products sold through our platform.
  • Are not responsible for delays, additional charges, or restrictions arising from customs clearance processes.
  • Do not influence or control decisions made by customs authorities.

Failure to comply with local customs regulations may result in delays, additional fees, or seizure of goods. McGrocer cannot accept responsibility for such outcomes.

 

10. Product Advice

McGrocer provides product descriptions based on retailer information.

  • For specific product details, safety information, or technical support, please contact the manufacturer directly.
  • As the buyer, it is your responsibility to research the product and confirm it meets your needs and complies with your local import regulations.

 

For any questions, please contact our Customer Service team at hello@mcgrocer.com. Thank you for choosing McGrocer.