Frequently asked questions (2024)

The Grenade Website accepts many forms of payment methods. These include: Visa, Visa Debit, Visa Electron, Mastercard, Maestro, Paypal, Apple Pay, Google Pay andKlarna. 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 certified vegetarian products are;

Protein bars

• Dark Choc Raspberry

Protein flapjacks

• Chocolate Chunk, Blueberry, Caramel Overload

Protein shakes

• Banana Armour, Chocolate Mint, Cookies & Cream, Fudge Brownie, Salted Caramel, Strawberry & Cream, White Chocolate

Protein Spreads

• Hazel Nutter, Milk Chocolate, Salted Caramel, White Chocolate Cookie

BCAA's

• Green Apple, Strawberry & Mango, Tropical

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

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

However, in terms of the protein bars, please AVOID Peanut Nutter, 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.

** Our Cookie Dough bars no longer contain peanuts. However, old batches could still be available so check the wrapper for ingredients**

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).

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 HERE

Our protein bars are ok to eat whilst pregnant - they are packed with extra protein (20gs) and are low in sugar.

However, we would advise contacting your GP if you have any concerns regarding this.

Grenade Protein Bars are not suggested for those under 14 years of age.

Discount codes cannot be used in conjunction with Bundles, Pick 'n' Mix , Loyalty Points, or other codes, unless stated otherwise. Please note some items already discounted will be excluded from further discounts too.

Grenade reserves the right to end this offer without prior notice.

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

Any Terms & Conditions listed outside of Grenade.com, including affiliate sites, are not reflective of the Terms & Conditions listed here.

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

Your loyalty points will expire 12 months from earning them, so plenty of time to use them!

You'll be able to access your loyalty points history through your account on Grenade.com

Bundles and discount codes: Loyalty points can be used to purchase bundles, however, they cannot be used on in conjunction with discount codes.

Free shipping: If the minimum spent amount was reached, but part of the sum was paid for using a discount / loyalty points, the order will np longer be eligible for free shipping. The minimum amount must be paid for with actual money. The amount cannot span across several purchases.

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

Delivery on all UK orders over £40 is free, any orders below £40 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:

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

We are unable to cancel an order once it has been confirmed. If you refuse the parcel on delivery, it will be sent back to us by DPD and we will be able to process a full refund.

We are unable to change an address or details once your order is confirmed. You can however, change the delivery address to a pickup shop, once DPD send you the tracking details for your order.

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 contact us.

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.

Unsatisfactory quality, not fit for purpose or not as described products are deemed as faulty. If you have received a faulty item, please contact us here.

Please insert the following details.

Apparel items can be returned. 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:

• Ensure all labelling is attached to the item
• Complete the returns form included with your parcel, and package securely.
• Attach returns label with the returns address and license number to the parcel.
• Returns are free of charge using Royal Mail. Please ask the post office to enter our returns address manually as we do not have a QR code.
• Alternately, return via your preferred courier. This option however is not covered by our free post returns.
• Please obtain proof of postage and contact our team with the information.

If you have lost your Returns Form or need further assistance, please contact us here.

Please note we do not offer exhanges.

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 us here if you need further assistance.

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.

If you need any further help, please contact our Customer Experience team HERE.

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, if the person has shopped with Grenade before they're not eligible to be referred.

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, 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 / returns 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 £40 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 £40 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.