FAQ'S

How To Chat With Us

Between 09:30 and 17:30, Monday to Friday, you can chat with our friendly team by tapping the 'chat with us' button in the middle right of your screen. They can answer any questions you have!

How To Email Us

If our chat is out of hours or you simply prefer to use email then you can send us an email at support@greatbritishproducts.co.uk and we will get back to you as soon as possible. We aim to respond to all emails within 24 hours.

Be sure to provide as much information as you can when emailing us. For example your full name or order number (if relevant) as this will help our team best deal with your queries.

If you would like to edit or change a review that you have left then please get in touch with us.  Either through our contact form or email us directly at support@greatbritishproducts.co.uk, clearly stating your first and last name and the review you would like to change and we would be happy to help.

If your order has not been fulfilled and is not out for delivery then you are able to cancel your order. If you wish to cancel your order you will need to notify us by email, referencing the order number on the order you wish to cancel. You can do this by filling out our online form on our contact page or emailing support@greatbritishproducts.co.uk.

You can get in touch with us directly to let us know you would like to return an item. If you have contacted us and we have confirmed that the order can be returned, package the item up to a safe and secure standard and send it to us at 31 Penshurst Road, Leigh TN11 8HL within 14 days of receiving confirmation.

Please make sure that only the products that are returned were purchased on our website.

Since we are the payment agent, we will process the refund of your item including delivery directly to your payment card in no more than 14 days after the product has been received by us.

When receiving an order, please do not throw away any product and if possible the external packaging, even if there is a problem with it, before you have been in communication with us about the issue and reason for return.

Refunds will be made to you within 14 days of receipt of the returned goods, provided you have followed all the necessary procedures set out in our return guidelines.

We will notify you via email once we have received the items you sent back to be returned. If significant time passes and you have not heard from us, please do get in contact with us through our online form on our contact page letting us know what order you sent back and when you sent the item out for delivery we will be happy to assist in any way we can.

If you have received an order and there is something wrong we are sorry to hear that. We aim for our products to reach you in perfect condition, if this is not the case then please do let us know. To get in direct contact with us, please visit our contact page.

It’s important that you include as much information as you can about the issues you are having with your order, whether the product is damaged or not working properly or if there is something missing please do let us know. If you are also able to provide pictures that show any damage to the product and outside packaging that would be most helpful and we may ask you to provide pictures throughout our communications.

Please do not throw away the packaging or anything inside until you have spoken to us about the issue. We aim to respond to all inquiries within 24 hours and we will advise you on how best to proceed.

In some cases, unfortunately, we are unable to refund and return your order. Please see our Returns policy for more information on which products can't be returned unless faulty.

If you have entered the wrong address for an order the sooner you are able to notify us the better. For us to be able to make a change of address, we will need to know the order number and the updated shipping address. If the order has not been fulfilled and has not been sent out for delivery then we can change the address. To get in touch with us directly please go to our contact page and use our online form.

If your order has been dispatched and the order is lost, unfortunately, you will need to place a new order at your own expense.

No, on our site you do not need to have an account in order to place an order. You have the option at checkout to either create an account if you do not have one, log in if you are an existing account holder or checkout as a guest. 

We do recommend creating an account with us as you will receive more benefits than those checking out as a guest, these include easier and clearer management of order history and saving account information for easier checkouts.

In order to make an account on our site, we will need you to provide us with your first name, last name, email address, and account password. Once the account has been created and you would like to place an order we would then need you to provide payment information, billing address and shipping address. Apart from payment information, these can all be saved to your account.

For our customers, we ensure that we are using the highest level of security when ordering on our site.  Our store is using the Shopify E-Commerce platform and are renowned for being extremely secure and up to date with the latest in online security software, and are Level 1 PCI DSS compliant. Shopify offers multiple levels of security and encryption particularly when it comes to our customers ordering products. At checkout, customers have the option of paying via the secure Shopify payment gateway which incorporates the Verified by Visa and MasterCard secure processes; or via PayPal who is an industry-leading alternative payment provider and offer advanced encryption and 24-hour monitoring.

We have also ensured that your data is safe and secure online by applying appropriate security measures on our store to protect your personal data from being accidentally lost, used or accessed by unauthorised applications or softwares. You can find out more in our Privacy Policy.

If you are having trouble signing in to your account we recommend you try to reset your password associated with the email address attached to the account. You can do this by clicking the forgot password link in the login password text box.

This will send you an email to reset your password. If you are still unable to log in after this, please do get in touch with us through our contact page and we will be happy to help.

When an order transaction is completed on our site, the secure checkout process goes through an authentication process and charges your card. Once the payment has been confirmed, the order is placed and then fulfilled by us.  If in the rare event that you have been charged twice for the same order, then please do get in touch through our online form on our contact page and reference your order number.

To make it easier for our customers we accept a variety of different secure payment methods. The cards that we accept on our site are Visa Debit, Visa Credit, Maestro, and Mastercard as well as accepting payment through Paypal, Apple Pay, and Google Pay.

No, on our site you do not need to have an account in order to purchase an item. You have the option at checkout to either create an account if you do not have one, log in if you are an existing account holder or checkout as a guest. 

We do recommend creating an account with us as you will receive more benefits than those checking out as a guest, these include easier and clearer management of order history and saving account information for easier checkouts.

For information on our delivery methods please click here.