FAQ

    Ordering and delivery

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. Please check your mailbox’s spam or junk folder in case the order confirmation has been diverted there.

    When will my order arrive?

    This typically is within 5-10 working days. Once your order is placed we aim to dispatch the item as soon as possible. Most orders are dispatched within 3-4 working days of receiving the order.

    How much is shipping?

    Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. For more details please see Shipping

    Can I track my order?

    Yes if you have selected a tracked service we’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

    Do I have to pay customs fees?

    Any additional charges for customs clearance must be borne by you. We have no control over these charges and can't predict what they may be.
    Customs policies vary widely from country to country, so you should contact your local customs office for further information.

    How do you ensure that the items will arrive in perfect condition?

    All British Essentials orders are carefully packaged to ensure a safe delivery. We have selected our couriers with excellent track records to ensure your items will be with you in perfect condition. Please do note that once we have dispatched your item from our warehouse the handling of the item is no longer in our control. Therefore on the odd occasion that your item does arrive in less than perfect condition, we ask you do not send the item back with the courier,  but to first send us an email informing us of the problem. You will also need to attach a photo to your email so we can further investigate the matter. Once your email is received we usually rectify the situation by sending out a replacement or offer you a refund.

    Payment

    What payment methods do you accept?

    We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal. If you decide to use Paypal you’ll be taken to either the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our website once your transaction is complete.

    Where is my refund?

    We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

    Returns

    How do I return an item?

    Please visit our returns and refunds page. 

    Brexit FAQ - Shipping into Europe Only

    Can I still order from British Essentials if I live in Europe?

    Yes you can! Although the UK has left the European Union we are still able to deliver your British Essentials to you. 

    Is there anything that I cannot order into the EU from British Essentials?

    Great news, we can continue to ship all of your favourite British Essentials! However please note we are unable to ship any meat or dairy produce. 

    Will my delivery time be affected with Brexit?

    We are pleased to say that customers are not experiencing delays. However be aware that on occasions delivery times may lengthen slightly due to any additional customs clearance checks.

    Will I have to pay any customs fees?

    Due to the new UK-EU Trade agreement this should not be the case. However please be aware of the following:
    • Items sent to the EU up to €150 can be subject to import VAT and customs clearance fees.
    • Items sent to the EU over €150 may attract VAT, customs duties and a clearance/handling fee.
     
    Should you order be subject to additional customs duties fees, you will be contacted by the courier who will clear the payment before delivering your item.
     
    Any additional charges for customs clearance must be borne by you. We have no control over these charges and can't predict what they may be.
     
    Customs policies vary widely from country to country, so you should contact your local customs office for further information.
     
    Please note should you decide against paying the additional charges and your parcel is returned to us. Your original shipping cost will not be refunded.
     
     

    Why do you only offer Royal Mail Shipping into Europe?

    We have decided to temporarily stop shipping orders into Europe using our partner courier service DHL. This is due to the unspecified clearance costs associated with the customs clearance process following Brexit. Please note we are working hard to resume this service as soon as possible.

    Our Royal Mail service continues to operate as normal.

     

    Do I need to provide any additional paperwork to customs?

    This is not necessary. With all British Essentials orders we have already supplied the required paperwork with your order. Should customs request any additional information from you, please do contact us in the first instance.