Frequently Asked Question's

  • Where is my order confirmation?
  • When will my order arrive?
  • Can I request substitutions should a product is unavailable?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?
  • How do you ensure that the items will arrive in perfect condition?
  • Where are you located?
  • Do I have to pay customs fees?
  • Can I still order from British Essentials if I live in an EU country?
  • Will I have to pay any customs fees, duties or VAT on delivery?
  • Why is there no extra charges into the EU?
  • Is there anything that I cannot order into the EU from British Essentials?
  • Do I need to provide any additional paperwork to customs?
  • Will my delivery time be affected with Brexit?
  • What payment methods do you accept?
  • Where is my refund?
  • How do I return an item?

Ordering and delivery

Where is my order confirmation?

Your order confirmation is sent to your email address when you place an order. If you haven't yet received it be sure to check your mailbox’s spam or junk folder in case the order confirmation has been diverted there.

When will my order arrive?

When your order is placed we aim to dispatch the item as soon as possible. Orders are typically dispatched within 2-3 working days of receiving the order and shipping times can vary depending on the destination country and the service selected. For specific further information see the shipping page.

Can I request substitutions should a product is unavailable?

Yes absolutely. Please toggle on and select "substitutions allowed" at checkout. 

If this is selected then should an item be unavailable on the day of dispatch; our pickers will select a similar alternative for you.

What countries do you ship to?

We ship to most regions worldwide. Please check this detailed breakdown Shipping Information before ordering to make sure we can deliver to your country.

How much is shipping?

The delivery cost will depend on the items that you’ve ordered and the country where it’s being delivered. Use the shipping optimiser so you can be sure you are getting the best delivery value whilst you shop. 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.

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.

Where are you located?

British Essentials is located in Cambridge, UK. All products are exported directly from our warehouse in Cambridgeshire, United Kingdom.

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.

Brexit FAQ - Shipping into Europe Only (EU)

Can I still order from British Essentials if I live in an EU country?

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

Will I have to pay any customs fees, duties or VAT on delivery?

We are happy to say this will not be the case. You won't be required to pay any further customs fees, duties, or VAT upon delivery for orders into the EU. All British Essentials orders going into the EU will be delivered without any extra charges upon delivery. 

Why is there no extra charges into the EU?

We have been working extremely hard over the last 12 months to offer our customers a solution whereby the British Essentials orders going into the EU are sent on a DDP (Delivery Duties Paid) service. We do this by first completing the customs and import clearance into the EU. From then onwards the orders are able to move freely within the EU without our customers incurring any additional fees upon delivery.

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! All available items which can be shipped to your destination will be displayed whilst you browse the website.

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. 

Will my delivery time be affected with Brexit?

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

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.