Detailed answers on ordering, shipping, products and support. Can't find what you need? Contact us — we usually reply within 1–2 working days.
Ordering & pricing
Are U.S. customs and import duties included?
Product prices include applicable U.S. import duties and taxes for orders shipped to the United States. Customers should not incur additional customs charges upon delivery for orders shipped to the United States as described in our Shipping Policy.
Why is shipping shown separately from product prices?
Shipping depends on the combined weight of everything in your cart. Product pages and your cart display shipping based on parcel weight. Final shipping is calculated at checkout based on the total weight of your order. See our delivery page for the full UK → USA rate card.
What payment methods do you accept?
Checkout is powered by Shopify. You can pay with major credit and debit cards and other methods shown at checkout (such as Shop Pay, Apple Pay or Google Pay where available).
Shipping & delivery
Where do you deliver?
We ship orders to street addresses in the United States.
How long will my order take?
Orders are typically processed within 1–2 business days. After dispatch, most parcels reach the United States in 5–7 business days. You'll receive tracking when your order leaves our British hub.
How is shipping cost calculated?
By total parcel weight in fixed bands — from lighter parcels up to 25 kg and above. Full USD rates are on our delivery page and in our shipping policy.
What if my parcel is lost or delayed?
Contact us if tracking stalls or your order has not arrived within a reasonable time after the expected delivery window. We will investigate with the carrier and offer a refund or replacement if the parcel is confirmed lost. See our refund policy for full detail.
Products & brands
Are your products genuine British brands?
We sell genuine branded products sourced through established UK suppliers. Our catalogue includes British favourites as well as selected international products commonly available through UK retailers. Each product page identifies the relevant brand and product information.
Will packaging match the photos?
We source products through established UK suppliers and retailers. Products are supplied in their original branded packaging, subject to normal manufacturer packaging updates.
Can I request a product you don't stock?
Yes — use the product request option on item pages or email support@thelondonbasket.com. We review requests regularly when sourcing from the UK.
Returns & support
What is your returns policy?
Because many products are food items, we cannot accept returns for change-of-mind or opened goods. We will help with damaged, wrong, missing or defective items — contact us within 30 days of delivery with your order number and photos where applicable. Full details: refund policy.
Do I need to send items back?
Usually not for food products — photos are enough for most claims. If we ask you to return a non-food or unopened item, we provide instructions and cover reasonable return shipping on approved claims.
How do I get help with my order?
Email support@thelondonbasket.com or use our contact form. Include your order number for the fastest reply. Hours: Monday–Friday, 9am–5pm Britain time.
U.S. import duties included in product prices · Ships from Britain