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Home > Supermarket > FAQs

How do I place an order?

1. To place an order with us, first find the product you wish to buy.
2. Change the quantity to the amount you would like to buy.
3. Click on the Add to Basket button.
4. When you have Added the products you want, click on Checkout towards the top right of the page. This will show you what you are buying.
5. Select your country and click on the Next button.
6. Enter your address details, phone number and email address. Under Shipping And Handling use the drop down menu to choose which courier to use - the price is next to the courier. When you have completed this page and selected which courier to use, tick the Terms And Conditions box if you agree with them and wish to complete the order, then click the Next button.
7. Enter General Information details if you want to - this is purely optional.
8. Using the drop down menu under Payment Method select how you would like to pay.
9. To pay using Credit/Debit card - once you have been transferred to Sage Pay our payment process provider, click on which card you are using and then fill in the details required.
10. To pay using PayPal - once you have been transferred to PayPal, login as normal and fill in the details required.

Once you have placed your order you will receive an email from us confirming it, showing your details and listing the products ordered.
When your package is shipped we will send you another email with the tracking information

How long will it take for my order to arrive?

Orders will be processed within 5-10 business days; however this may be extended if any of the items you order are out of stock. Orders for larger quantities (10+) of the same item may also be subject to a delay while the stock is obtained from our suppliers. Please note that during peak times such as the lead up to Christmas, high order volumes and busy couriers can increase delivery times. Please make allowances for such busy periods and order in plenty of time.

How do I track my order?

For information regarding delivery and order tracking please click here

When will I receive my tracking email?

Orders are dispatched within 3-10 working days, at which point we will send you an email with details of how to track the delivery progress of your parcel(s) online. If for any reason we cannot dispatch your order within this time, we will contact you on the third working day by email explaining the reason for this and giving an estimated date for dispatch.

What are your delivery charges?

For information regarding delivery and order tracking please click here

Why is my delivery taking a long time?

Sometimes deliveries are delayed by different reasons, such as local holidays, bad weather, customs, etc. Please allow extra delivery days for holidays, such as bank holidays in England or local holidays in your country. Bad weather can disrupt deliveries in either the UK or your country; the courier may display this on their website. On occasions customs may delay goods entering their country - please ensure the goods you are ordering are allowed in your country.

For Customs information please click on the relevant link below:

Far East, South and South East Asia, Australasia and the Pacific Islands
South America, North America, Central America and the Caribbean
East & Southern Africa
North of Africa, Near and Middle East
West and Central Africa

What payment methods do you accept?

We accept all major debit and credit card types including Mastercard, Visa, Visa Debit, Visa Electron, American Express, and Maestro. We also accept PayPal.

What currencies do you accept?

We only accept payment in UK pounds which your credit card will automatically convert from your home currency when you pay. Please use the currency converter on the top of the page to find cost in your local currency. The currency converter is updated regularly with current exchange rates.

Where do you deliver?

British Online Supermarket will deliver to your door anywhere in the world. Select your country when you checkout.

Our couriers cannot deliver to PO Box addresses due to a signature being required

In 2011, British Online Supermarket delivered over half a million items to 133 countries worldwide. Ideal for expats or sending parcels to friends and family living abroad.

Are my credit card details safe on your website?

Absolutely, we use SagePay to process our online transactions using their 100% secure encrypted payment screens. British Online Supermarket does not have access to or store any of your card details. We also accept payment through Paypal, who offer one of the most secure payment platforms in the world.

Can I request items not listed in your shop?

Yes, complete our contact form and we will do our very best to add the product to the shop. We will email you when the item has been added and is available to buy.

Can I send an order to a different address than my card is registered to?

Yes, we allow this and on checkout you can specify a different billing address to your shipping address. This is useful for if you want to send a food parcel to friends or family abroad for example.

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