Shipping and Returns

Prices & Processing

Item prices shown on our website do not include shipping and handling. Shipping charges are calculated at checkout based on the delivery address, package weight and available delivery service.

Customers in California may be charged applicable sales tax on certain items.

Orders are usually processed within 1–2 business days, Monday to Friday. Processing may take longer during busy seasonal periods, including November, December and the period before Easter, as well as for larger, heavy or incomplete orders.

If you need an order by a particular date, please leave a note at checkout. We will do our best to help, but delivery dates cannot be guaranteed.

Shipping Within the USA

We ship throughout the United States using available carrier services. Shipping options may include Ground, Next Day and Second Day services, depending on the delivery address and the contents of your order.

Shipping charges are based on package weight, distance and delivery service. Deliveries are not normally made on Saturdays or Sundays, so please allow for weekends when selecting a shipping method.

Ground transit times vary by destination. As a general guide, orders to the East Coast may take 4–5 business days, Texas or Washington State around 3 business days, and Northern California around 2 business days.

Frozen & Refrigerated Delivery

Frozen and refrigerated products require special handling to help them arrive safely. These products are marked Frozen / Refrigerated on the product page.

Separate frozen shipment

Frozen and refrigerated items ship separately from non-frozen items. If your order contains both, it will arrive in separate shipments and the shipping costs for each shipment are shown at checkout.

FedEx 2Day Frozen is used for frozen and refrigerated items and is selected automatically at checkout. Please review the shipping method and delivery estimate before placing your order.

Packaging & delivery

Frozen orders are packed in insulated containers with dry ice where required. The appropriate thermal packaging is added automatically according to the eligible products and their total weight in your cart.

For safety reasons, dry ice and packaging requirements may vary by order. Frozen products may soften during transit; if products are still cool to the touch on arrival, they can generally be placed in the freezer.

Ordering frozen items

Frozen and refrigerated items can be added alongside regular grocery products. Where both are in the same order, Shopify separates them into the relevant shipment groups at checkout.

Frozen products need to arrive promptly to remain safe. FedEx 2Day Frozen is selected automatically for the frozen shipment. Orders received after a carrier or processing cutoff may be dispatched on the next available shipping day.

Heat-Sensitive Products & Thermal Protection

Some products, including selected chocolates, sweets and delicate items, may be affected by heat during transit. These products are marked on the product page so that customers can make an informed delivery choice.

Where heat protection is required, the appropriate thermal shipping box is added automatically according to the eligible products and their total weight in your cart.

Thermal packaging is designed to help protect products during normal transit conditions. However, extreme temperatures, carrier delays and delivery conditions can affect delicate products after dispatch.

Please review the delivery options available at checkout and choose the recommended service for your location. If you have questions about a heat-sensitive item before ordering, please contact us.

Store Pickup

Selected products may be available for pickup from a participating store location. When pickup is available for the selected product, the product page will display the pickup location and estimated preparation time.

Select View store information on the product page to see the store address, contact details and pickup information. Pickup availability can vary by product, selected variant and store inventory.

Restrictions

We currently ship to destinations in the USA served by our available carriers. Some states have restrictions on alcohol purchased from outside the state.

Alcohol may only be ordered by customers aged 21 or older. An adult aged 21 or over must be available to receive the package, and an adult signature may be required.

The shipping calculator supports orders up to 150 lbs. For larger orders, please split the order into two shipments or contact the store for assistance.

Satisfaction Guarantee

At The British Food Shop, we work hard to provide quality products and excellent service. If you are not satisfied with your order, please contact us as soon as possible so that we can review the issue.

Returns, Shortages & Damaged Items

Due to health and safety regulations, food products cannot be returned.

All seasonal sales are final and cannot be returned.

Contact us about an order

Please contact the relevant store with your order details, packing-slip number and a telephone number where we can reach you:

Short-shipped items

Our packing process includes invoice, weight and packing checks to help ensure orders are accurate. If you believe an item is missing:

  1. Check your receipt or order confirmation to confirm that you were charged for the item.
  2. Contact us with your name, packing-slip number, details of the missing item and a contact number.
  3. Please keep the shipment and its contents intact until we have reviewed the claim.
  4. Claims must be reported within seven days of delivery, as packing and shipment records may not be available after this period.

Damaged or spoiled products

If an item arrives damaged or spoiled, please do not discard it. Contact us before consuming, disposing of or returning the item so that we can review the issue and provide next steps.

Approved claims are handled after the relevant information has been reviewed. We cannot be responsible for products affected by extreme heat after delivery where appropriate protection could not be used.

Damaged shipments in transit

If your package was damaged in transit, please contact us with photographs and full order details. Where appropriate, we may arrange a carrier collection so that the shipment can be reviewed and a claim can be made.

Thank you,
The British Food Shop Team