FAQs

GENERAL

Chocolate and confectionery destined can melt easily during a hot climate. We cannot process a refund for chocolate items that got melted due to the weather conditions of your country. In essence, we are advising you to consider your current weather condition before making an order. Thank you for understanding.

We are putting our best to support as many browser versions as possible, to get the best shopping experience; we recommend you use the latest version of Google Chrome, Microsoft Edge and Safari for your Android, Microsoft, IOS and OSX devices.

Other browsers or older browser versions may work fine but for the best experience please use one of the browsers recommended above.

We do appreciate all product suggestions that can make us serve you better, but we cannot guarantee your product suggestions will be added to our site. We will do our very best to review your suggestion accordingly, and then notify you if it was considered.

We have no control or can predict the cost of your country’s customs charges. We strongly suggest that you check your local customs agency policies and charges before placing an order. We make clear that you are responsible for payment of any such import duties and taxes for your country. You will be liable for the payment of shipping including returns if you resist the payment of your country duties and taxes or return the parcels.

We only measured the weight of the content inside each product. We need to pack all the items inside a box, take into account the weight of the box, and ensure that the items get to you in good condition. When this is done, the weight of the box usually increases the weight of the product.

You may observe we refer to this as the ‘shipping weight’, which is what we use to calculate our delivery charges. To know your order shipping rate, please check the illumination bar below the items in the basket.

Customs limitations vary from country to country. You might only be able to order a specified maximum amount of liquid due to the customs law of your country.

There are customs restrictions for products that contain some food commodities like fish and meat in some countries. The delivery costs of some bulk items are extravagant, due to this, some products are only available for certain countries.

The prices of some products may change when you add a new shipping country. This happens as a result of different VAT rates on goods in various countries. We hold our customers in high regard; this is why we were able to bankroll a reasonable percentage of delivery fees for some countries, even though some certain products cost us more to ship to your destination.

MY ACCOUNT

Creating an account with us is optional; our website will allow you to check out as a Guest, in case you don’t wish to create an account. However, there are a lot of benefits for our registered customers, such benefits include the ability to be able to track and view your order history, earning discounts against future orders and a lot more!

To create an account, please click on “register” link button. Once you click on the link, a registration page will pop up where you will need to fill in your information. When this is done, you will receive a confirmation email to confirm that you have successfully registered an account with us.

Log in to your account. Click on the ‘My Account’ link on the top right side of our website. You can update your home or office address, your phone number and your email address.

Please make sure to always save the changes you have made to your account before exiting, otherwise, any changes without doing so will be lost.

We need to confirm if you are human and curb the activities of robots and spammers. We will send a clickable automated verification email to you. You need to click on it to verify your account.

The automated verification email will be in your inbox within the next five minutes, if after five minutes you do not get the email, please check your spam folder. If the link can’t be found in your spam folder, you will need to contact us; we will get it done for you manually.

ORDERING

  1. Click on the product you wish to buy.
  2. Enter the number of quantities of the product you wish to buy.
  3. Click the “add to cart” button.
  4. Click on the checkout button to check the order details.
  5. Select the country you want to ship to, and then click on next.
  6. You will need to enter an active email address, phone number and home address.
  7. Click on the drop-down menu under “shipping and handling” to select the courier to use.
  8. Tick the “terms and conditions box” if you accept our teams and wish to continue with the order.
  9. Click on “Payment Method” and select your payment type from the drop-down to pay.
  10. If you are paying with a Credit or Debit card, our payment processor will provide an option to select the type of card you wish to use.

We are fast in dispatching your item through our trusted courier to your destination. Due to this, you won’t be able to amend or add to an existing order.

You’ll need to place another order or return any unwanted items.

We believe you are looking forward to receiving your parcel, so we are fast in dispatching your parcel. If you wish to cancel your order, please contact our customer service team quickly during working hours.

 They will cancel the order for you if we are yet to dispatch it. Unfortunately, they will not be able to cancel the order if it is already being processed or if it has already been dispatched.

Yes, we can deliver your order to a different address, to get this done, you will need to make sure that the correct delivery country is selected in the top right-hand corner of our website

Once the payment for your order has been processed, you will be allowed to attach a message to the item; this is useful if you are sending the item as a gift to a colleague, friend or family.

If you placed an order but did not get the tracking information in your inbox, we will advise that you keep checking for the next 3 days. If after 3 days, you did not receive your tracking information, please check your spam folder.

This option is only available to registered members. You need to log in, and then click on ‘My Account’ and add your desired old order to your shopping cart.

The maximum order you can place solely depends on your destination country, some countries’ courier allows 10KG items while most EU countries allow items that are up to 30KG. If your items are more than 30KG, you will be notified at the point of checking out.

On the other hand, there is no minimum size of order you can place.

DELIVERY

We are fast in dispatching your item within 1 – 3 working days through our trusted courier to your destination, once you make an order. There are usually many orders and busy couriers during peak time, like Christmas and New Year celebrations period, please allow extra time.

Here at BritishSupermarket.co.uk, we have many delivery service options that have estimated delivery times based on your postal address.

With this in mind, please take a look at our Delivery page for information on delivery times specific to where you live, or, if you would like to get an up-to-date delivery time estimation based on your postal address, then simply add the products you wish to purchase to your basket and proceed to checkout. Here you will receive an estimated time of arrival.

We deliver to nearly all countries in the world. Check if your country is part of the checkout selection when you need to place an order.

Once you place an order, we will send a confirmation invoice directly to your email. Then, proceed to dispatch your order. Once this is done, you will get a further email from our courier with a shipping confirmation and tracking number, which you can use to stay updated with the progress of your order.

For information regarding delivery and order tracking please click here.

First, our delivery agent will leave a card for you, and then proceed to re-attempt delivery or deliver your order to the local post office.

Once in a while, orders are delayed due to situations that are out of our control, such as bad weather, public holidays, etc. When this occurs, we will contact you to let you know the steps we are taking to deliver your order as fast as possible. If the situation persists, you can contact us to cancel your order and get a refund.

We are sorry for the inconvenience this might have caused you. Please, contact our customer service team via email, phone or our contact us form to make things right.

Unit 28 Norman Terrace
Business Park
Leeds, UK
LS8 2AP

info@britishsupermarket.co.uk
0113 534 6226

Please, accept our apology for the inconveniences this might cause. We regularly check our packing procedures to reduce occurrences like this.

If your items are damaged on arrival, kindly contact us immediately, preferably via email – with a clear photograph of the damaged items. We will review and refund the cost of the items to you if needed.

All our items are dispatched in sealed bags, if the delivery seems damaged on arrival, you reserve the right to reject them, but you need to contact us with image proof so that we can know the next step to take.

We do not consider item replacements, after reviewing your claims; we will make a provision to refund your money to your entered account details.

The first step to take in a situation like this is to provide your order confirmation as a reference to our customer care agent.

We will then proceed to review your claims and will make a provision to refund your money to your entered account details.

We partner with top-notch couriers that provide delivery progress information.

When there is an industrial dispute, remote delivery locations, or any other related issues, we might decide to send your order through an alternative courier, and this can lead to a change in the delivery time frame.

It depends on your registration status. For registered customers, you need to edit your details and add a new delivery country to it.

For unregistered members, you can only add a delivery country while shopping. Simply click on the country flag at the top right-hand side of our website, and then click on ‘Change Delivery Country’, to select your desired country.

RETURNS

You need to contact our customer service agent for returns authorization and other procedures.

Yes, we will refund you the full order cost including the original delivery courier fee, based on the total cost of the number of items returned.

You will get your fund back into the account issued as your payment method within 14 days after you post the items back to us.

CHECKOUT

Yes, we use encrypted payment screens that are 100% secure to process our online deals. These encrypted payment screens do not grant us access to your card details. You can also proceed to make a payment with PayPal.

We deliver our customers’ orders through many delivery services. The shipping fees depend on your chosen delivery service. Please, contact us for more information.

We accept all reputable debit and credit card types like Visa, MasterCard, Visa Debit, Visa Electron, Maestro and American Express. We also accept PayPal.

We accept major currencies like Pounds Sterling, US Dollars and Euros. Select your preferred currency when paying for your order. Please note that we modify our currency converter regularly based on the current exchange rates.

No, only a single discount code can be used per order. Discount codes, reward points or gift vouchers can’t be used in conjunction with each other.

Not Found What You Are Looking For?

Well at British Supermarket we are here to help. Feel free to contact our customer services team on the following if you have any further queries:

Monday to Sunday from 08:00 to 21:00 UTC +0