Frequently Ask Questions

McGrocer is an online grocery store that delivers British groceries, snacks, beauty products, and more to customers all over the world. Our personal shoppers hand-pick items from top independent UK stores, and we carefully pack and deliver them straight to your door—no matter where you live. It’s like having a British supermarket in your pocket, wherever you are!

We do not include customs duties and taxes in our shipping charges. It is the customer’s responsibility to pay any applicable fees upon delivery, as determined by the customs authorities in your country.

We ship worldwide and we shipped to over 150 countries. However, some products, such as alcohol, dangerous goods, and certain medicines, may be restricted based on your location. It is the customer’s responsibility to understand their country’s import regulations. We recommend researching customs duties, taxes, and any required permits before placing an order.

Shipping costs are calculated at checkout based on the delivery address, weight, and value of your order. Additional shipping fees may apply for oversized orders. We will notify you before processing if your order qualifies as oversized.

Delivery times vary by location. For UK deliveries, it typically takes 1–3 business days, Europe 2–3 business days, and USA/Canada 2–4 business days. For other regions, delivery can take up to 7 business days. Processing time is 1–3 days, and customs clearance may cause delays.

McGrocer operates on a DDU (Delivered Duty Unpaid) basis, meaning any duties, taxes, or customs fees will be charged by your country’s customs authority upon delivery. These fees are your responsibility to pay.

Once delivery has started, orders cannot be cancelled as they are immediately processed for shipment. If a cancellation is requested after shipping has begun, the return cost will be borne by the customer.

Unused, unopened, and undamaged items can be returned within 30 days for a full refund. However, international customers will bear the cost of return shipping. Some items like baby formula, personal care products, and dangerous goods cannot be returned for hygiene and safety reasons.

Yes, items like baby formula, personal care goods, and dangerous goods are non-returnable due to hygiene and safety concerns. These products are only eligible for return if they are defective.

We strive to fulfil all orders with the exact products requested. If a product becomes unavailable, our team will contact you for alternative options or to confirm if you wish to proceed with a substitution.

Delivery delays may occur due to customs clearance, unforeseen circumstances, or remote locations. You will receive tracking information once your order ships, allowing you to monitor its progress.

After your order has been shipped, we will send you a tracking number via email. You can use this number to track your order on the courier’s website, including updates on its location and customs status.