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Frequently Asked Questions

WE WILL DO EVERYTHING TO RESOLVE
YOUR COMPLAINTS
 

Register

  • Do I have to register before I can shop?

    You can browse the shop and add to your cart before you register with us. To checkout, you can register or checkout as guest.

  • Will my registration details be kept confidential?

    Yes absolutely. You registration details will be kept confidential and will not be passed to any third parties.

Shopping Online

  • How do I shop with British Essentials?

    Choose the products you need and start filling your cart. View your cart, make any adjustments and then proceed to checkout.

  • Can I start shopping from my last order?

    With British Essentials you can start shopping from your last order, rather than filling up your cart from scratch. You can also start shopping directly from your Favorites list or from your previous Orders list. However, we do suggest you browse the online shop regularly as we will be adding new products frequently.

  • How do I complete my shopping with British Essentials?

    Once you've finished shopping, click the Checkout button. If you haven't yet entered your login details, you will be required to do so now. If you've never previously shopped online at British Essentials, you can open an account by filling the registration form within British Essentials checkout page, and then click the Register button. Alternatively, you can check out as a guest.

  • How long can I hold the items in my cart before checking out?

    We operate a first in first served protocol therefore, we suggest you checkout your order as soon as you can to ensure you get the required products. All items displayed are available in stock unless already sold by the time you checkout.

     

    Our system carries out inventory check prior to checkout so that you can see exactly what products you will receive and what products are out of stock.

  • Can I place my order over the phone?

    Unfortunately, all orders must be placed through our website.

  • Can I shop from your website anytime of the day?

    Our online shop is open 24 hours a day, 7 days a week.

Products

  • Where are your groceries imported from?

    All our groceries are imported directly from UK.

  • Do your products have long expiry dates?

    All our products are imported on a regular basis and expiry dates are as long as possible for the given products. Some products may have short expiry dates but this does not mean they are not fresh.

  • How are your groceries stored in your warehouse?

    All groceries are stored in our temperature controlled warehouse in Hong Kong.

  • Do you have any plans to add any more products in the future?

    Yes. We are constantly looking for other products to add to our site. We want to give you the maximum choice possible, and the very best value. If you want us to add a product, just drop us an email. We will try to add this within 4-6 weeks.

  • When will you have fresh and chilled groceries available?

    We have launched with Morrisons ambient grocery range. Branded groceries, chilled and frozen range to be launched in due course.

Payment

  • What payment methods do you accept?

    We accept payment by credit cards, bank transfers or cash on delivery.

  • Do you use a secure payment gateway for online payments?

    Yes all payments are made using the highest security protocols. All payments are made through Worldpay payment gateway. We do not hold your credit card details.

  • How do I make payment by bank transfer?

    Once you have placed your order online, we will email your bank details. Once you make the payment, order will be dispatched.

Delivery

  • Who delivers my shopping?

    Your shopping will be delivered by British Essentials own delivery team in our own delivery vans. There may be circumstances where your address is not reachable by road easily (e.g. Island), whereby we will deliver using a courier service.

  • Can I choose a delivery time slot?

    You can choose a delivery date. Unfortunately time slot feature will only be made available at a later date. You can however provide any special delivery remarks upon checkout.

  • When will you deliver my order?

    We deliver everyday from 9:00AM to 8:00PM 7 days a week. Orders received by 12:00PM can be delivered the next day subject to available delivery slots. Customers can select delivery date upon checkout.

     

    We will make every effort to deliver on your chosen date, but the company will not be liable for any possible loss caused by late delivery.

     

    Deliveries may be delayed if Typhoon signal 8 or above is hoisted.

  • How much does delivery cost?

    Order value of HKD$500 or above will receive FREE delivery, while orders below HKD$500 will be charged a nominal fee of HKD$30.

  • How can I change my delivery address?

    You can update your delivery address under My Account. If you change your address, please do not forget to amend it within your British Essentials account. If you wish to send an order to a different address, please select this appropriately under delivery address or upon checkout.

  • What should I do if I have a problem with my delivery?

    If there is a problem with your delivery, you can call or email us and we will try to resolve your issue as quickly as possible.

  • Which areas do you deliver to?

    We deliver to all of Hong Kong, Kowloon, New Territories and some outlying island (Discovery Bay, Tung Chung and Park Island). For all other areas, we will dispatch via a courier. This may require a few more days.

     

    We do not deliver to remote areas, remote islands and restricted areas that require a permit. For such areas, we will deliver via a courier.

  • What happens if I miss a delivery?

    If you are not at home / office when your delivery arrives, we will contact you by phone to arrange an alternative time or leave the groceries at a suitable place notified by you.

Returns / Refunds

  • What is your returns policy?

    All faulty / damaged / incorrectly delivered products can be returned within 7 days of purchase. You can contact us via phone or email so that we can arrange this.

Click & Collect

  • Can I collect my order from your warehouse?

    Yes you can. Once you have placed the order online, call us to arrange collection from our warehouse.

Prices

  • How are your prices compared to the mainstream supermarkets in Hong Kong?

    Our prices are comparable and in most cases cheaper than the mainstream supermarkets in Hong Kong. Our aim is to give you British Groceries at affordable price.

Business Model

  • Are you connected to the existing supermarkets in Hong Kong?

    We are an independently owned business and affiliated with some of the biggest grocery distributors in UK.

  • What is your relationship with Morrisons?

    We are the official distributor of Morrisons own label groceries in Hong Kong.

Environment

  • How do you help the environment?

    Like our customers we are also concerned about Hong Kong’s environment. By maintaining an online business model, we are able to keep waste to a minimum.

     

    All our groceries are delivered in recyclable cardboard boxes or recyclable crates, which can be emptied and returned to our driver. During checkout, customer can select mode of delivery and choose from:

     

    • Deliver in crate (this will need to be emptied and returned to the driver upon delivery)
    • Deliver in recyclable cardboard box (this can be returned to our driver and we will reuse this)

     

    This helps to avoid plastics bags and helps us to keep Hong Kong waste to a minimum.

Nutritional Labeling

  • Do your products comply with Hong Kong nutritional labeling requirements?

    All our products comply with Hong Kong nutritional labeling. In addition, all milk products are approved for Hong Kong market.

Complaints

  • What if I am unhappy with your service?

    Customers are our ambassadors and we take complaints very seriously. We will do everything to resolve your complaints. If there is an issue, please get in touch so we can resolve the issue promptly.