FAQ's

Shipping & Delivery

How long does delivery take?

Orders are dispatched within 1–2 business days and typically arrive within 1–3 business days after dispatch.

Where do you ship from?

All orders are shipped from the United Kingdom directly to customers in the United States.

Will I have to pay customs or import fees?

No. All orders are shipped Delivered Duty Paid (DDP), which means all duties, taxes, and import fees are included in the price. You will not be charged anything extra on delivery.

How much is shipping?

Shipping is a flat rate of $39.99, or free on orders over $149.

Can I track my order?

Yes. Once your order is dispatched, you will receive a tracking number via email.

Will chocolate melt during delivery?

If you’re ordering to a warmer climate, there is a risk that chocolate and confectionery may melt during transit.

We’ve tested various packaging methods, including insulated packing and ice packs. However, ice packs can cause condensation and quality issues such as white bloom, which can damage both the chocolate and other items in the parcel. For this reason, we do not currently ship chocolate with temperature-controlled packaging.

By placing an order that includes chocolate, you accept the risk of melting due to heat during transit. Unfortunately, we are unable to offer refunds or replacements for items affected by warm weather or high temperatures.

We’re actively working on better solutions, but in the meantime, we recommend considering local temperatures before ordering chocolate products.

Orders

Can I cancel or change my order?

We process orders quickly, so changes or cancellations may not be possible once an order has been placed. Please contact us as soon as possible and we will do our best to help.

Why was my order cancelled?

We reserve the right to cancel orders for reasons including stock availability, payment issues, or suspected fraud. If this happens, you will be notified and refunded.

Products

Are your products authentic UK products?

Yes. All products are sourced directly from the UK and shipped to you.

Why do UK products taste different?

UK products are made for the British market, so recipes, ingredients, and flavour profiles may differ from US versions.

Food & Safety

Can I return food items?

No. Due to safety and quality reasons, food and consumable items cannot be returned.

What if my order arrives damaged?

Please contact us within 48 hours of delivery with photos of the damage, and we will resolve the issue.

Payments

What payment methods do you accept?

We accept all major credit and debit cards, along with other payment methods available at checkout.

Is my payment secure?

Yes. All payments are processed securely through Shopify’s encrypted payment system.

Other

Do you offer wholesale?

Yes. Please contact us at support@greatbritishimports.com for wholesale or business enquiries.

How do I contact you?

You can email us at support@greatbritishimports.com and we aim to respond within 24 hours (Monday–Friday).