Terms & Conditions
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 Sagepay.com 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. 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.
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.
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.
Your order may be subject to customs charges and/or import fees if you are having items delivered outside of the UK. We cannot estimate when these charges will be applied, how much they will be and we regret that we cannot pay these charges. 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. For more information about customs charges in your area please contact your local customs.
Any charges incurred must be paid by the receiver of the order. If in order is refused by the receiver the order will be abandoned by the carrier and the order could be destroyed. The customer is wholly liable for any orders destroyed by customs after being refused. Any order that is refused and destroyed by customs will not be refunded.
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.
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
St. Radigunds Abbey Farm
Phone: +44 (0) 1304 447073