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Terms And Conditions

About Us

We are an online British food supermarket that ships British food and groceries worldwide. At British Online Supermarket we have over 45 years combined retail experience and more than 15 years experience in online retail. We send British food to UK expats, the armed forces, British companies located overseas, shops, hotels, restaurants, charities that work in foreign countries and anyone that that likes British Food and super market products.

At British Online Supermarket our goal is to provide our customers with a low cost, simple, fast & reliable service.

You will have the option to create an account with us to save having entering your details every time, which is great if you are ordering from your tablet or phone. However, if you prefer, you can just check out in the normal way. All you have to do is add the products you like to you shopping basket and follow a few simple steps to complete your order. We'll then have one of our team hand pick your order to insure that you get the best quality and the longest best before date. Then, we carefully package your shopping and prepare your order for postage. The whole process will normally take no longer than 5 working days. We then inform the courier that we have an order for delivery and they come and collect your package (normally same day) and send it on its way.

We are continually checking and negotiating prices to bring you the quality products and shipping services that you need at the lowest available prices.

Our VAT Number is: 130 2479 45

British Online Supermarket is owned and operated by iBrit Limited Company Number: 7522315
Making A Purchase

Please read this carefully. By submitting an order on this web site you are agreeing to our terms & conditions which will apply to any purchase made on this web site.

Just browse our store, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We purchase our products to order. It is therefore not possible for us to indicate stock levels on our website. If you would like to check the availability of a product, then please contact us before placing an order.
British Online Supermarket cannot guarantee the supply of product.

We do not substitute any out of stock products for alternative items. If you would like substitutions to be made, then please contact us and let us know at the time of placing your order.

All the product weights listed on our site are approximate content weights & are there for a guide only. These weights do not include the packaging weight & any additional packaging weight that may be required. These weights are subject to change at any time, as we are always checking and updating product weights. Our couriers also calculate the volumetric weight of parcels, so large light weight items can incur additional postage costs.

For usage instructions and safety guidelines always read the product label. If you are unsure about any product, then please contact the manufacture before purchasing.

While every care has been taken to ensure product information is correct, food products are constantly being reformulated and nutrition content may change. We would therefore recommend that you do not rely solely on the information on our website and always check products labels.

Product descriptions and pictures should only be used as a guide. The product pictures are for illustration purposes only. We regularly check to insure the pictures on our website are accurate, but due to the manufacturer changes etc., the products you receive may vary from the picture on our website. We will always send you the latest products that are available from our suppliers.

Where further dietary or allergy information is important to you, for example because you have an allergy or specific dietary requirement, you should contact the product manufacturer.

Although this information is regularly updated, British Online Supermarket are unable to accept liability for any incorrect information.

We always carefully select all our products to ensure the longest possible best before date. However, please be advised that some of the cakes that are available on our website are only deemed to be fresh for 2 weeks and will need to be consumed shortly after delivery.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

At our sole discretion we may change any part of this site. It is your responsibility to check if any alterations have occurred and any further orders placed by you, will constitute your acceptance of these terms.

You can pay for your order using your credit or debit card via our secure payment processor or via PayPal. Just follow the simple instructions on our website.

If you are shopping from outside the UK your credit card company will convert the transaction to your own currency.

If a refund is due, it will be made to your credit or debit card. PayPal refunds will be made to the PayPal account that was used to place the order.

At British Online Supermarket we have years of experience in shipping food products around the world. Depending on the country that you order from, you will see that you have a choice of courier to deliver your order. It is your responsibility to check that all the items you order are legal to import in the country that they are being sent. Some countries may require you to hold an import license to import certain products. It is your responsibility to obtain any necessary license/import clearance papers before placing an order with us. We cannot be held responsible for any customs seizures/confiscation. You will be liable for any customs charges and import duty charged. In the event of customs seizure, no refunds will be available. British Online Supermarket will accept no responsibility or cost whatsoever if delivery of any product is delayed as a result of anything out of our control; i.e. Customs delay, courier error, act of god, flood, fire, war, industrial action etc. Due to all our orders containing food products that cannot be put back into stock; we will not be able to provide a refund if an order is returned to us. This is for the health and safety of our customers. British Online Supermarket will use a different courier than the one you select, if the courier you select cannot deliver to your address. British Online Supermarket is bound by the terms & conditions set by the couriers we use and by placing an order with us and selecting a courier you agree to those couriers' terms & conditions also.

It is your responsibility to insure that the address details that you provide are correct. This should include a contact name and business name, if being shipped to a business, house name and number and a full postal/zip code. British Online Supermarket will not be held responsible for any incorrect address details provided by the customer.
British Online Supermarket cannot split orders and ship the parts of any single order to multiple addresses.

When using PayPal Express Checkout you will not be able to send us your contact phone number. Your phone number will be required by the courier and you will need to email us you phone number after placing your order. By not send us your phone number you accept that your order may be delayed by the courier or possibly returned to us, if the courier cannot contact you should they need to.

For international parcels, all liquids over 1 litre are prohibited. It is the quantity in the container that prohibits the item. If for example you are sending one container of 1.5 liquid in a parcel it will be rejected, but you can send 5 x 750 ml containers of liquid in one parcel and they will not be rejected. This is subject to a maximum of 5 litres per box/order for any destination.

If a parcel is lost or damaged we will submit a claim to the courier. Photo evidence of items and all packaging is required for all claims for damaged items. Please retain all items and packaging until any claims have been settled. Damaged items will need to be returned to British Online Supermarket for a replacement or refund to be issued. You (the customer) agree that you will be responsible for the cost of the return postage. Once a claim is completed the cost of the return postage may be refunded by the courier and this will be passed on to the customer. The courier will investigate all claims and their decision on any compensation to be paid is final.

USA Customer Notice - All baby milk orders to the USA are non-refundable should your order be stopped, held up by customs or returned to British Online Supermarket. This is due to the current variable Customs and FDA legislation on the quantity of baby milk that can be imported to the USA at any given time. Customers are advised to contact their local Customs before placing an order to check on current limits and restrictions for their State. We apologize for any inconvenience.
Delivery Schedule

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. British Online Supermarket will not be held responsible for any delays caused by the courier. Our couriers cannot deliver to PO Box address or deliver parcels to neighbours or nearby addresses, as all deliveries will need to be signed for by the recipient. All orders will need a signature from the recipient. We will always include a paper invoice with the order (in the box), unless a requested to not include this invoice is made at the time of placing the order.

If an order is refused by the recipient we cannot refund the cost of the goods or shipping. This is due to the additional return shipping charges that British Online Supermarket would be liable for and the fact that the goods are perishable food and cannot be placed back into stock.
Back Orders

As the majority of our products are food items, we do not offer a back order service. To ensure orders are processed quickly, if any of your items are not in stock, we will send out the remaining items. We will not charge for/refund the cost of any items that we do not send. If you would prefer for us to contact you if any items are missing, then please email us and let us know at the same time your order is placed. Please be sure to quote your order number in the email.
Tax Charges

Customs can often charge duty on imports into certain countries. We have no control over this and cannot be held responsible for any import taxes/duties that may be charged. These taxes go to the government of the country that you are importing the goods and not to British Online Supermarket. You will be liable for any charges incurred due to import taxes. It is illegal to undervalue/mark as a gift any parcel to avoid paying duty, so please don't ask us to do this, as any requests will be ignored.
Credit Card Security

Only recognized credit and debit cards are accepted as payment. Online payments are made through SagePay who are level 1 PCI DSS compliant and are an active member of the PCI SSC (Security Standards Council). British Online Supermarket will never know or hold any of our customers credit/debit card details.

All our deliveries are insured by our couriers and not by British Online Supermarket.* In the unfortunate event of your order getting damaged, all claims should be emailed to us, with the full details and photo evidence, within 7 days of the receipt of your order. All of our couriers have a time limit in which to submit a claim for damaged goods. We have to allow 14 days after shipping before we can claim for a parcel as missing and we must submit a claim for a missing parcel within 28 of shipping. Claims made with ParcelForce can take up to 15 weeks to process. The time taken to process claims is completely out of our control and set by ParcelForce Claims department. Due to an increase in fraudulent claims, British Online Supermarket cannot provide any settlement before a claim has been investigated and settled by the courier. However, for damaged items, we will issue a refund or send a replacement if the good are returned to us.

* No compensation can be claimed for late, lost or damaged parcels using the ParcelForce/EMS Global Direct service to China, as this is a low cost service and to keep the costs to a minimum the insurance removed and this sevice can take 14 - 20 days for delivery. For a faster and fully insured service please select ParcelForce/EMS Priority from the shipping options. You will find this service only costs a little more, but is fully covered against delay, loss and damage.
Reaching Us

If you need to contact us, please send an email using our contact us page. Alternatively you can call on +44 (0) 1304 447073 or write to our main office at:

British Online Supermarket
Kent Barn
St. Radigunds Abbey Farm
Abbey Road
United Kingdom
CT15 7DL

Phone: +44 (0) 1304 447073
Privacy Policy British Online Supermarket (iBrit Ltd)
Information Protection and Privacy Statement

British Online Supermarket (hereafter referred to as 'BOS') is committed to protecting the privacy of personal information relating to our employees, clients, potential clients and correspondents and any related activities. This Data Protection and Privacy Statement explains how BOS will use any personal information we collect in relation our staff, existing or potential clients, together with the administration of BOS and associated activities, which satisfies the requirements of the EU General Data Protection Regulation 2016 (GDPR).

BOS will collect and retain personal information about its staff. This will usually be limited to personal information required during employment with BOS and, as a minimum, will include name, address, date of birth, next of kin, bank details, telephone / mobile number and e-mail address of each member of staff. The collection and retention of any additional personal information will be justified in relation to specific elements of employment with BOS and will be agreed with individual members of staff, as appropriate. Each member of staff will be asked to provide their explicit consent in relation to the retention and legitimate use of their personal information in relation to their ongoing employment with BOS.

The retention of staff personal information is justifiable in relation to the explicit consent provided, as described above. This information will be retained for the duration of employment with BOS and for a period not exceeding seven years following the termination of employment.

Clients, potential clients and correspondents enquiring about the services or the wider activities of BOS, either by telephone, by post or via the BOS website will be asked to confirm their consent for BOS to retain their information when they engage with BOS, request information pertaining to our services or submit an online contact form or order.

The retention of clients, potential clients or correspondents' personal information is justifiable in relation to the explicit consent they provide when contacting BOS. This information will be retained for a period not exceeding seven years), unless there is legitimate justification to do so.

BOS is the Data Controller for all personal information relating to its staff members, clients, potential clients and correspondents.

BOS will also use the personal information described above for justifiable data processing purposes, including employment activities, to administer the wider business activities of BOS, to provide information in relation to our services and in relation to legitimate marking activities. BOS will usually be the direct data processor for these activities, however, in certain circumstances BOS will provide information to related third-parties, who have a defined legitimate interest in processing the personal information provided. BOS will not share any personal information with any third-parties who do not have a defined legitimate interest.

BOS has nominated Michael Aldridge as the person responsible for the protection and privacy of the personal information it collected and retains. Any enquiries in relation to the collection, use and retention of personal information by BOS should be sent to Mike Aldridge at or in writing to British Online Supermarket, Kent Barn, St. Radigunds Abbey Farm, Abbey Road, Dover, Kent, United Kingdom, CT15 7DL. Alternatively, BOS can be contacted on 01304 447073.

All staff, clients, potential clients and correspondents have the right to access the information that BOS has collected and retained about them. Request can be made to access to this personal information by contacting BOS, as described above. BOS will provide a copy of all the personal information we hold.

If a staff member, client, potential client or correspondent believes that the information BOS holds about them is incorrect, they can contact BOS and request that the information is reviewed and amended to ensure its accuracy. Any requests will be responded to within thirty days of receipt. The rights of data subjects are explicitly defined in the GDPR regulation in relation to the confirmation of information that is processed, the right to rectification, erasure, restricted and third-party processing of this information, which BOS acknowledges.

All data subjects have the right to contact the UK Information Commissioners Office (ICO), who is the national regulator for data protection and privacy matters, if they are dissatisfied with the outcome of any reasonable request they have made to a data controller in relation to the personal information that is held or processed.

Information on how to contact the ICO can be found at

British Online Supermarket - Privacy & Cookie Policy v1.0
British Online Supermarket is committed to respecting the privacy of all visitors to its website and of its clients and contacts. You are invited to read the following privacy & cookie policy to understand how we protect and use and the information that you provide to us or that we retain about you. This will help you to understand what your rights are in relation to information that we hold. Our privacy & cookie policy applies to information about living identifiable individuals only.

Information gathered from our website
You may choose to provide personal information to us when you place an order on our website or contact us to provide you with information on our services. You may be asked to provide information about yourself including your name, title, postal address, telephone number and/or email address.

Information gathered automatically
We may also collect information automatically about your access and usage of our website using cookies and other analytical technology. We will use your IP address, which is a numeric code that identifies a computer on the internet, to collect internet traffic data and information on your browser type and computer. If you do not wish to receive cookies, you may reject them by amending your browser settings, unless they are required for the delivery of our website or services to visitors.

How does British Online Supermarket use your information?
We will use your information for the specific purposes for which it has been provided or collected by us, including:

to provide information that you may request regarding our services

to contact you to introduce new products or services

to comply with any applicable statutory and regulatory obligations
" to deal with any feedback, queries or complaints that you may have

We may also use the information that we collect about you for further marketing and business development purposes, including:

to provide information about British Online Supermarket and our services, which may be of interest to you

to provide you with updates on our products and services

to contact you about other activities and events that we may undertake

Information gathered by cookies and similar analytical technologies are used to measure and analyse information on visits to our website, to update the website to improve the visitor experience and to improve technical performance. We will not use the data to identify you personally or to make any decisions about you.

Furthermore, we may use your information to administer, support and improve our business generally and to enforce our legal rights.

Legitimate grounds for processing your information
We must have a lawful basis for processing your information. This will vary depending on the circumstances for obtaining your information, but will typically include:

the activities are within our legitimate interests as an online supermarket seeking to engage with and provide services to prospective and current clients

you have given consent for us to process your information in relation to our services, or our wider marketing activities

the processing is necessary for compliance with legal obligations that we are subject to

If you become a client of British Online Supermarket, we may use your personal information to send you information that we think may be of interest to you. This falls within our legitimate interests as an online supermarket to use your information for marketing purposes.

You will be given the opportunity to confirm whether or not you wish to receive direct marketing materials and communications from us, either at the time you provide your details and/or within any marketing communication itself.

At any point, if you change your mind about being contacted by us, or any of your personal details change, or you believe that any information we hold about you is either inaccurate or out-of-date, please contact us by emailing or writing to us at British Online Supermarket, Kent Barn, St. Radigunds Abbey Farm, Abbey Road, Dover, Kent, United Kingdom, CT15 7DL. Alternatively, you can call us on 01304 447073.

Disclosure of your information
The information you provide to British Online Supermarket will be held on our computers in the UK and accessed by staff working in the UK. Information you provide to us may be transferred to, stored or processed by third party organisations which process data on our behalf. These third parties may store or process your information in the UK or elsewhere, including outside the EEA.

We may also transfer your information to other third parties with whom we are working. We will take all reasonably practicable measures to ensure that your data is treated securely and in accordance with this privacy & cookie policy.

Protection of your information
We have implemented relevant administrative, technical and physical controls for our website, which are designed to mitigate the risk of loss, misuse, unauthorised processing or disclosure of the personal information that we hold.

We will retain your personal information for no longer than necessary for the purposes that it was collected and in line with our defined data retention requirements.

Your rights
You have certain rights in relation to your personal information. However, these rights do not apply in all cases or to all information that we hold about you. However, you have the right to request that we:

Provide you with a copy of the personal information that we hold
Update your personal information where it is incorrect or out-of-date
Delete personal information that we hold
Restrict the way in which we process your information
Consider any valid objections to our processing of your personal information
Provide information you have given to us to a third-party provider of services, where our lawful basis for processing is consent and where processing is automated

We will respond to your request within the defined statutory time-period, or explain why we are unable to do so.

v1.0 - 25th March 2018

Returns Policy

If you make a mistake whilst ordering we will be unable to offer a refund on any returns or postage. If the mistake is ours, then we will refund, resend or replace the items concerned. If your parcel is returned to us with an attempted delivery, or due to you providing incorrect address details, we will have to re-charge you the shipping costs to re-ship your order. If you decide to not have your order re-shipped then we cannot refund the cost of the good purchased. This is due to the items being perishable and it is not possible for us to take them back into stock and sell them again.

We cannot accept order cancellations after your order has been shipped.

Any goods that are specially ordered for you cannot be refunded should you choose to cancel your order. This is due to us not being able to return special orders to our suppliers.
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