Frequently Asked Questions
I live outside of the UK; can I still place an order?
Yes, we can deliver orders to almost any location outside of the UK Mainland via our International Delivery Service. The price of this service depends on the weight of the order, the delivery destination and depending on how many parcels are being sent.
To place your order, make a note of any product item numbers and the quantities you’d like to purchase. Please then pass this information onto our Customer Service team along with the delivery address and they will be able to provide a quote for you; our team can be contacted here.
When is my order likely to arrive?
Registered and Guest customer orders that are dispatched via our Standard Delivery service should be delivered within 3-5 working days. This delivery time begins the following working day of when your order was placed.
If your order was placed more than 5 working days ago, and has still not been delivered, please contact our Customer Service team, quoting your order number, who will investigate the delay with your order; our team can be contacted here.
Where is my delivery note?
We include the delivery note with the parcel that you’ll receive from us. If this is missing or you require another copy then please get in touch with our Customer Service team who will be able to provide one; you can contact them here.
Can I upgrade to next day delivery?
We don’t offer a next day delivery service; as such we cannot guarantee that your order will arrive any sooner than the 3-5 working days as stated within the Standard Delivery terms. If your order is urgent, please feel free to contact our Customer Service team who will be happy to assist where possible; you can get in touch with our team here.
Membership & Account Queries
Is Country Baskets trade only?
How do I apply for a membership card?
You may apply for a membership card online by following this link to register for an account. Alternatively, you may apply for a membership card at the Reception Desk of any Country Baskets branches.
I have lost my membership card; how do I get a new one?
If your membership card has been lost or stolen, don’t worry. The Reception team in your local store will be happy to issue you with a replacement. Simply quote your name, address and email when you next visit the store; your local store details can be found here.
I am a member and can’t access my account?
If you can’t access your online account, it’s most likely that we just need to update your details. Please contact our Customer Service team, quoting your membership number if known and the email address that you normally use to access your account; you can get in touch with our team here.
I have registered online; will I receive a membership card in the post?
In the interest of the environment, we don’t automatically send a membership card out to all customers who register online as many of our customers will shop online only. However, if you would like to visit your local store, simply quote your membership number to the Reception team when you arrive. They will then be able to issue you with your membership card straight away; your local store details can be found here.
Do I need to be a member to shop with Country Baskets?
To shop with Country Baskets online, you can either register an account which is free and easy or checkout as a Guest. Registering for an account comes with different benefits such as exclusive promotional offers, as well as being able to keep a track of any placed orders and be kept up to date on your order status. To register for an account online you can click here and follow the instructions.
Alternatively, to shop with Country Baskets in-store you would need to become a member with us first. Just visit the reception desk where you will fill out a simple registration form, then once complete you will be issued with a membership card for shopping in-store; your local store details can be found here.
How many people can I bring into your store on my card?
You may bring three visitors in on your card or alternatively they can apply for their own card when visiting the store with you.
How do I remove my email address from your mailing list?
We’re sorry to hear you no longer wish to receive our promotional emails. You can remove yourself from our mailing list by clicking on the ‘Unsubscribe’ link at the bottom of our email which we always include.
Note if you’re unable to do this yourself you’re more than welcome to contact a member of the Customer Service team. Once they have collected a few details from you such as your name and email address they will be able to remove you from our mailing list; you can get in touch with them here.
How do I change the details on my account?
The personal details associated with your account are protected and as a result can only be amended by you, or at your request by a member of our Customer Service team. You can change these details in the ‘Account Information’ section of your online account. Alternatively, please contact our Customer Service team who will be happy to change your details; you can get in touch with them here.
Could you please send me a duplicate invoice?
If you require a duplicate invoice for a previous purchase be that in-store or online, our Customer Service team will be happy to help. Providing us with details such as the invoice or order number, your membership number, your name and purchase date would enable us to get this sent over to you as soon as possible; to contact our Customer Service team click here.
Can I amend or delete an order after it has been placed?
All online orders are processed immediately after they are submitted to ensure they are dispatched to you as quickly as possible. As a result, orders cannot be amended once they have been placed. If you want to add an item to your order you will have to place a separate order.
However, if you no longer require the items that you have ordered or wish to cancel the order this will be done within the terms of our Returns, Refunds & Cancellations policy which can be found here.
Do you offer a ‘Click & Collect’ service?
All orders placed on the Country Baskets website are processed and dispatched centrally. As a result, we do not currently operate a ‘Click & Collect’ service. However, if you would like to have items picked and reserved to collect from your local store you would need to get in touch with them directly and they’ll be more than happy to assist. To find out which is your local store and their contact details, please follow this link.
Has my order gone through?
Upon successfully placing your order, you should receive a confirmation via email and the order status should read ‘Processing’, meaning it is being handled by our distribution team. An order status of ‘Complete’ means that the order has been packed and is in the hands of our couriers.
However, if your order status reads ‘Pending’, the order has not been successful and will not be processed. Should you wish to proceed with a ‘Pending’ order, please select the ‘Reorder’ link on your account dashboard or contact a member of our Customer Service team here.
There is a problem with my online order, what do I do?
If your order is damaged or there are items missing from your order, please contact us via our online Contact Us form which can be found here. Please include the order number and your membership number if known, and we’ll aim to resolve any issues as soon as we can.
Why can’t I reach the payment stage for my online order?
If for any reason you are unable to reach the payment stage of the order process, please ensure that all fields are complete and that your contact and address details are correct. If you are still unable to proceed to the payment stage, please contact our Customer Service team here who will be happy to assist.
How do I use my online voucher/promotional code?
To claim your online voucher or promotional code, once you’re happy with your order, click the basket icon and select ‘Proceed to Checkout’. Fill in all necessary details and before you select the payment method you’re using, click on ‘Apply Discount Code’. Here you will be able to add in your voucher code and then select the ‘Apply Discount’ button.
If the code has been successfully applied, a message will appear to confirm this, and the discount will show in the ‘Order Summary’ section. If the voucher or promotional code isn’t successful, an error message will display to this effect. In this case please contact the Customer Service team who will be happy to assist, they can be contacted here.
I put the wrong address on my order; what should I do?
If you have entered your address incorrectly when submitting an order, please contact our Customer Service team here and state your order number and the correct delivery address. We will then be able to change the address on the order if it hasn’t left with our courier.
Why can’t I find the item I need on the website?
If for any reason you can’t find the item you require on the website, please get in touch with us quoting as much information as possible to describe the item, including whether you have bought this item from us before. Our Customer Service team will be more than happy to assist and locate the item(s) if available; they can be contacted here.
Can you send me a product sample?
Whilst we cannot send free product samples, we are happy to refund any item that you have purchased online if it is not suitable or you are not entirely satisfied. Returns of this nature will be covered under the Returns, Refunds & Cancellations policy which can be found here.
Returns, Refunds & Cancellations
How do I return an item I purchased online?
We hope you are completely satisfied with your online purchase. However, if for any reason you have changed your mind, or are not entirely happy with an item that you have received, you can return it to us. This must be done in line with the Returns, Refunds & Cancellation policy which can be found here. If you have any questions you’re welcome to contact our Customer Service team here who will be happy to assist.
My order has arrived and there are items missing, damaged or an incorrect item has been sent?
We are sorry to hear that there has been an issue with your order and would like to apologise for any inconvenience that may have been caused. In order for us to resolve this, please let us know exactly what was wrong with the order by speaking to our Customer Service team here who will work to amend the issue immediately.
I sent my order back and still haven’t received a refund?
If you have posted goods back to us and have not received a refund after 14 days of postage please contact a member of our Customer Service team here. Please note that if we haven’t received your goods and you have obtained a Royal Mail proof of postage certificate you will need to claim from the Royal Mail, you can do this via their web form. Refunds for returned goods are processed to the account by which you paid. Please note that if you paid by debit or credit card, depending on who you bank with it can take up to 5 working days for you to see a refund in your account.
Can I get a refund in-store for an item I purchased online?
Yes, items purchased online can be returned to your local store if convenient. Please note that this will still be subject to the Returns, Refunds & Cancellations policy which can be found here.
What are your opening times?
Opening times will vary between our stores, please visit our store finder page for the opening times of your local store.
Are children welcome in-store?
Yes, children are welcome in all of our stores under adult supervision. Children under the age of 16 will need to be signed in.