# Great British Brands USA complete public help collection This file contains the complete available public help documents. Product and collection details are served separately at the indexes below. Generated guidance is labelled where an official CMS document is unavailable. Catalogue: https://www.greatbritishbrandsusa.com/llms/products/index.md Collections: https://www.greatbritishbrandsusa.com/llms/collections/index.md ## Checkout help Use the website checkout to complete a purchase. Review the products and quantities in your bag, enter shipping and billing details, choose an available delivery method, choose a payment method, review the total and submit the order. Agents must ask the customer to complete payment and order submission themselves. Do not request or handle passwords, payment card details, one-time codes or session data. For store-specific delivery, payment and returns information, see https://www.greatbritishbrandsusa.com/help-faqs. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/checkout.md) Official source: [https://www.greatbritishbrandsusa.com/checkout](https://www.greatbritishbrandsusa.com/checkout) ## Shopping bag help The shopping bag lets the customer review products, change quantities, remove products and continue to checkout. Prices, availability, delivery charges and taxes should be confirmed in the live bag and checkout. Cart and checkout contents are private and must not be copied into public agent documents. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/cart.md) Official source: [https://www.greatbritishbrandsusa.com/checkout/cart](https://www.greatbritishbrandsusa.com/checkout/cart) ## Login and account help Customers can sign in through the website account page using their own email address and password. If they cannot sign in, they should use the password-reset option or contact customer support at https://www.greatbritishbrandsusa.com/contact-us. Never ask a customer to disclose a password, verification code, session cookie or payment information. Agents cannot access private account or order data from this public document. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/login.md) Official source: [https://www.greatbritishbrandsusa.com/customer/account/login](https://www.greatbritishbrandsusa.com/customer/account/login) ## Help & Frequently Asked Questions # Help & Frequently Asked Questions Great British Brands USA prides itself on providing exceptional customer service online, just as we do in our stores. You can find helpful and useful information on these pages, and you can always take a look at what other customers have said about us on our [Customer Comments](https://www.greatbritishbrandsusa.com/customer-comments) page. We have provided some information below to answer questions often asked by our customers, and we hope you will find this useful. If, however, you have any further questions, please just call our helpful Customer Service team on **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** or email us at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com). ### Q: Can I add to an order already placed? If you have placed an order online but would like to add additional items this might be possible providing your order hasn’t already been processed for dispatch. Please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** with your existing order number and we will be able to look into this for you. If your order has not yet been processed, and the additional item(s) is in stock we can take payment for this and add it to your order. If your order has already been processed ready for dispatch we would need to ask you to place a separate order. ### Q: Is it secure for me to place an order online using my card details? Yes it is extremely safe for you to place an order online with Great British Brands USA and your credit/debit card details will always be completely safe and secure. The payment pages we use are completely secure and are hosted by Opayo, who are our industry-leading Payment Service Provider. They use TLS (SSL) technology, (which is an industry standard "secure sockets layer" and displays the "Gold Padlock" in your browser window). This technology allows for the encryption of confidential information such as your credit card details. Any information that you enter into the computer which is then passed to their website is secure, which means that in the unlikely event of the information being intercepted by someone else, it cannot be read. ### Q: Can I cancel an order? If after placing an order you would like to cancel all, or part of it, please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)**. Providing your order hasn’t been processed for dispatch, we will do everything possible to cancel and refund your order. If your order has already been dispatched you can send the goods back to us at your expense. Please ensure the goods are securely packaged and the order number, and reason for return is included. A refund of the value of the goods will be processed within 5 days of receipt however it can take 1-5 working days for refunds to appear in your account. ### Q: Can an item be reserved? We are unable to reserve items for customers. If an item is showing as temporarily out of stock please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** and they will be able to give you further information on when we might have the item back in stock. ### Q: What if I receive a damaged or broken item? Our fulfilment department are fully trained to the highest standard and we always ensure that plenty of packaging is used to avoid breakages and protect the products. Unfortunately there may be a very rare occasion when an item is damaged or broken upon receipt. If you receive an item that is not satisfactory please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or**646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** with your order details and we will do everything possible to resolve the matter. We may ask that photographs of the damaged or broken item be emailed to us to avoid the item having to be sent back to us. ![](https://www.greatbritishbrandsusa.com/media/wysiwyg/banners/gift-wrap-2023.jpg) ### Q: Do you Gift Wrap items? Yes we do! Before adding an item to your basket you will see a small box where you can select to have an item gift wrapped. The item will be beautifully wrapped and decorated with recycled gift wrapping paper and a paper bow. If you would like to add a personal message to the recipient of the gift please write this in the ‘Giftwrap Message’ section at the checkout point and a gift tag with the message will be attached to the gift. ### Q: Do Dunoon mugs come in a box? Some of our Dunoon mugs do come boxed but only where specified online. You can however purchase a Dunoon branded gift box for your chosen mug as these are available to order alongside the mugs making the item perfect for gift wrapping at a later date. As with all items dispatched by our fulfilment team, Dunoon mugs will be well protected using tissue paper as well as Protega protective paper and wrapped well to avoid breakages. ### Wholesales Enquiries We are strictly retailers, not wholesalers or distributors, so we do not have, nor can we meet, trade prices. ### Bulk Purchase If you would like to purchase a large quantity of a particular item of stock this is almost always possible with only a small delay. Please contact our customer service team on**646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** or email [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) to discuss the items that you require. We will then find out as quickly as possible if we can fulfil the order and how long it might take. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/payments.md) Official source: [https://www.greatbritishbrandsusa.com/help-faqs](https://www.greatbritishbrandsusa.com/help-faqs) ## Shipping & Delivery Information # Shipping & Delivery Upon receipt of a valid order you will receive an email confirmation with an order number and details of the items that you have ordered.  At Great British Brands USA we aim to despatch your goods the same working day, or failing that the following working day.  You will receive a further email when your order has been dispatched. Orders received over the weekend (after midday on Friday) will be dispatched the following Monday. We use two main shipping methods for delivery to the USA:   **STANDARD TRACKED DELIVERY** and **TRACKED FEDEX COURIER**.  In addiiton, we offer both FedEx Standard and FedEx Priority delivery. The prices for these services are listed in the table below. **Standard Tracked Delivery:**  (Sent in association with Royal Mail & United States Parcel Service). This option is available up to a value of $199.99. If your order is despatched using this service, we estimate it will take 5-10 working days from despatch date to be delivered. Some large and bulky orders are excluded from choosing this delivery service due to restrictions put upon us **TRACKED FEDEX COURIER SERVICE:**  **FedEx Standard Delivery** We offer the option of FedEx Standard delivery. If your order is despatched using this service we estimate it will take 3-5 working days to be delivered and may require a signature on arrival. Once your order is despatched, you should receive an email from FedEx with tracking information so that you can track your order online. If you do not receive an email from FedEx, please email our customer service department on [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) and they will be able to provide you with the tracking number. **FedEx Priority Delivery** This is a premium shipping option available for you to choose, using FedEx's Priority delivery service. If your order is despatched using this service it will take 1-3 working days from the despatch date and may require a signature on arrival. Once your order is despatched, you should receive an email from FedEx with tracking information so that you can track your order online. If you do not receive an email from FedEx, please email our customer service department on [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) and they will be able to provide you with the tracking number. ## USA Postage and Packaging Pricing #### Surcharges Extremely rarely, in the event of unusually heavy or oversized orders, our shipping tariffs will prove insufficient to cover our costs. If this is the case, we will contact you and request that you pay a postage surcharge to equal our specific shipping costs for your order. Should you choose not to pay that surcharge we will refund your payment in full and cancel your order. Should we receive no reply to this request we will hold your order for seven days awaiting a response and then refund your payment in full and cancel your order. #### Import Taxes, Duties and Fees (For orders placed on or after 28th August 2025) The price you pay on our website is inclusive of shipping fees and import duties. Please note we do not charge VAT on your order. #### Import Taxes, Duties and Fees (For orders placed before 28th August 2025) Orders to the USA maybe subject to VAT or duties. This policy can sometimes vary from state to state, dependent on the local rate of tax as well as product to product depending on what it is and where the product was produced. Duties which may be levied on certain goods may also include an admin fee from the delivery company collecting these fees on behalf of the government in question. All prices shown on the website exclude UK sales tax. By placing an order on our site, you are agreeing to accept liability for any such charges as described above, which may be levied upon delivery. If your order qualifies for any of these charges, they will usually be invoiced directly by the delivery company delivering your parcel. For example, if your delivery is being made by FedEx, FedEx will usually notify you of any fee to pay either on the morning of delivery, or at the point of delivery. If Standard Tracked Delivery is chosen, a notification of fees may come via United States Parcel Service. In our experience, the implementation of additional fees and charges on deliveries is somewhat haphazard and varies from order to order so we are unable to estimate what, if any, fees may be charged to you. We therefore recommend visiting your government’s customs and import website for further information if you are concerned. Please note we do not charge VAT on your order. #### Refusal of or Undelivered Parcels If a parcel is returned to us due to any of the following reasons: the recipient’s refusal to pay import taxes, duties or charges (For orders placed before 28th August 2025); the inability to deliver a parcel due to inputting an incorrect address at checkout; or where the customer is not available or refuses delivery; (except where the goods are damaged or faulty) the customer will be responsible for the return of the goods to us and we reserve the right to deduct the cost of both the outgoing and return shipping as well as any admin fees that we may have been charged by the delivery company from any refund we offer. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/delivery.md) Official source: [https://www.greatbritishbrandsusa.com/delivery](https://www.greatbritishbrandsusa.com/delivery) ## Shipping & Delivery Information # Shipping & Delivery Upon receipt of a valid order you will receive an email confirmation with an order number and details of the items that you have ordered.  At Great British Brands USA we aim to despatch your goods the same working day, or failing that the following working day.  You will receive a further email when your order has been dispatched. Orders received over the weekend (after midday on Friday) will be dispatched the following Monday. We use two main shipping methods for delivery to the USA:   **STANDARD TRACKED DELIVERY** and **TRACKED FEDEX COURIER**.  In addiiton, we offer both FedEx Standard and FedEx Priority delivery. The prices for these services are listed in the table below. **Standard Tracked Delivery:**  (Sent in association with Royal Mail & United States Parcel Service). This option is available up to a value of $199.99. If your order is despatched using this service, we estimate it will take 5-10 working days from despatch date to be delivered. Some large and bulky orders are excluded from choosing this delivery service due to restrictions put upon us **TRACKED FEDEX COURIER SERVICE:**  **FedEx Standard Delivery** We offer the option of FedEx Standard delivery. If your order is despatched using this service we estimate it will take 3-5 working days to be delivered and may require a signature on arrival. Once your order is despatched, you should receive an email from FedEx with tracking information so that you can track your order online. If you do not receive an email from FedEx, please email our customer service department on [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) and they will be able to provide you with the tracking number. **FedEx Priority Delivery** This is a premium shipping option available for you to choose, using FedEx's Priority delivery service. If your order is despatched using this service it will take 1-3 working days from the despatch date and may require a signature on arrival. Once your order is despatched, you should receive an email from FedEx with tracking information so that you can track your order online. If you do not receive an email from FedEx, please email our customer service department on [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) and they will be able to provide you with the tracking number. ## USA Postage and Packaging Pricing #### Surcharges Extremely rarely, in the event of unusually heavy or oversized orders, our shipping tariffs will prove insufficient to cover our costs. If this is the case, we will contact you and request that you pay a postage surcharge to equal our specific shipping costs for your order. Should you choose not to pay that surcharge we will refund your payment in full and cancel your order. Should we receive no reply to this request we will hold your order for seven days awaiting a response and then refund your payment in full and cancel your order. #### Import Taxes, Duties and Fees (For orders placed on or after 28th August 2025) The price you pay on our website is inclusive of shipping fees and import duties. Please note we do not charge VAT on your order. #### Import Taxes, Duties and Fees (For orders placed before 28th August 2025) Orders to the USA maybe subject to VAT or duties. This policy can sometimes vary from state to state, dependent on the local rate of tax as well as product to product depending on what it is and where the product was produced. Duties which may be levied on certain goods may also include an admin fee from the delivery company collecting these fees on behalf of the government in question. All prices shown on the website exclude UK sales tax. By placing an order on our site, you are agreeing to accept liability for any such charges as described above, which may be levied upon delivery. If your order qualifies for any of these charges, they will usually be invoiced directly by the delivery company delivering your parcel. For example, if your delivery is being made by FedEx, FedEx will usually notify you of any fee to pay either on the morning of delivery, or at the point of delivery. If Standard Tracked Delivery is chosen, a notification of fees may come via United States Parcel Service. In our experience, the implementation of additional fees and charges on deliveries is somewhat haphazard and varies from order to order so we are unable to estimate what, if any, fees may be charged to you. We therefore recommend visiting your government’s customs and import website for further information if you are concerned. Please note we do not charge VAT on your order. #### Refusal of or Undelivered Parcels If a parcel is returned to us due to any of the following reasons: the recipient’s refusal to pay import taxes, duties or charges (For orders placed before 28th August 2025); the inability to deliver a parcel due to inputting an incorrect address at checkout; or where the customer is not available or refuses delivery; (except where the goods are damaged or faulty) the customer will be responsible for the return of the goods to us and we reserve the right to deduct the cost of both the outgoing and return shipping as well as any admin fees that we may have been charged by the delivery company from any refund we offer. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/international-delivery.md) Official source: [https://www.greatbritishbrandsusa.com/delivery](https://www.greatbritishbrandsusa.com/delivery) ## Return & Refund Policy # Return & Refund Policy We are always happy to see the customer's point of view and genuinely upset if a customer has any reason to feel unhappy or dissatisfied with the products or service they receive. We wish to be as fair and generous as it is possible to be, within some limits established to protect ourselves against online fraud or unscrupulous characters. ### Dissatisfaction caused by Great British Brands USA We do everything we can do to ensure we send you the gifts you require in perfect condition by the date you require them. However, sometimes things can go wrong. If you are dissatisfied with any aspect of your order or customer service experience, and the problem is our fault or the fault of one of the companies we use to ship your order to you, we will take steps to resolve the problem entirely at our own expense. See below for details. ### Damaged goods - please inform us within 14 days Please contact us by phone or email within 14 days of receipt of your order. Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement. We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label available upon request. We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience. ### Incorrect or missing goods - please inform us within 14 days Please contact us by phone or email within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement. If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We may arrange to send out the correct goods straight away or alternatively issue you with a refund and may ask you to return any goods you were sent in error. If we request the goods to be returned, you can download and print a prepaid returns label available upon request. We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience. ### Goods not as described - please inform us within 14 days Please contact us by phone or email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement. We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the unwanted goods to us, you can do so at our expense with a prepaid returns label available upon request. We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience. ### Faulty goods - please inform us within 90 days If your item is faulty or develops a fault soon after purchase, please contact us by phone or email as soon as you notice the fault, and no later than 90 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, Great British Brands USA will not accept responsibility for goods after more than 90 days. We will need you to explain clearly which item or items are faulty and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label available upon request. We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience. ### Dissatisfaction caused by customer error or decision If you are dissatisfied with any aspect of your order or customer service experience, but the issue can reasonably be seen to be partially your own responsibility, we still want to help. But we will ask you share with us the cost of putting right anything which may have gone wrong. See below for details. ### Incorrect details - please inform us immediately If upon placing your order you realize you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimize any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you. However we seek to process all orders in the shortest possible timeframe so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and redeliveries. ### Unwanted or mis-ordered goods - please inform us within 14 days Please contact us by phone or email within 14 days of receipt of your order. Failure to report unwanted goods within 14 days will invalidate your right to any refund. It may be that when the goods arrive you change your mind, or you realize you accidentally bought the wrong thing. That's OK, we all make mistakes and we're all entitled to be a bit contrary once in a while! Please just get in touch and explain clearly which items you don't want. Our customer service team will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund once we have received the goods and confirmed they are in re-saleable condition. Once we have confirmed satisfactory receipt we will refund you the price paid for the goods. **NB: For reason of hygiene we will not accept earrings returned for any reasons other than fault or damage.** ### Mis-entered delivery details If you have entered delivery details incorrectly, we will help you arrange redelivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office or one of our courier firms, we can arrange redelivery to the correct address for payment of a further standard shipping charge. ### Returning Goods If you wish to return goods to us, we request you to organise this at your own expense. If using a return label provided by Great British Brands USA, we reserve the right to deduct the cost of return from any refund issued for returned goods. When you return goods to us, please enclose information pertaining to the return. The information we need is: - Your name and order number. - Written confirmation of what items you have returned - Written confirmation of the reason for your return - Written request for either refund or replacement as appropriate. - Please also tell us whether or not you have already contacted our customer service team regarding this return. If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund. ### Proof of breakages Great British Brands USA reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/returns.md) Official source: [https://www.greatbritishbrandsusa.com/returns-policy](https://www.greatbritishbrandsusa.com/returns-policy) ## Help & Frequently Asked Questions # Help & Frequently Asked Questions Great British Brands USA prides itself on providing exceptional customer service online, just as we do in our stores. You can find helpful and useful information on these pages, and you can always take a look at what other customers have said about us on our [Customer Comments](https://www.greatbritishbrandsusa.com/customer-comments) page. We have provided some information below to answer questions often asked by our customers, and we hope you will find this useful. If, however, you have any further questions, please just call our helpful Customer Service team on **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** or email us at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com). ### Q: Can I add to an order already placed? If you have placed an order online but would like to add additional items this might be possible providing your order hasn’t already been processed for dispatch. Please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** with your existing order number and we will be able to look into this for you. If your order has not yet been processed, and the additional item(s) is in stock we can take payment for this and add it to your order. If your order has already been processed ready for dispatch we would need to ask you to place a separate order. ### Q: Is it secure for me to place an order online using my card details? Yes it is extremely safe for you to place an order online with Great British Brands USA and your credit/debit card details will always be completely safe and secure. The payment pages we use are completely secure and are hosted by Opayo, who are our industry-leading Payment Service Provider. They use TLS (SSL) technology, (which is an industry standard "secure sockets layer" and displays the "Gold Padlock" in your browser window). This technology allows for the encryption of confidential information such as your credit card details. Any information that you enter into the computer which is then passed to their website is secure, which means that in the unlikely event of the information being intercepted by someone else, it cannot be read. ### Q: Can I cancel an order? If after placing an order you would like to cancel all, or part of it, please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)**. Providing your order hasn’t been processed for dispatch, we will do everything possible to cancel and refund your order. If your order has already been dispatched you can send the goods back to us at your expense. Please ensure the goods are securely packaged and the order number, and reason for return is included. A refund of the value of the goods will be processed within 5 days of receipt however it can take 1-5 working days for refunds to appear in your account. ### Q: Can an item be reserved? We are unable to reserve items for customers. If an item is showing as temporarily out of stock please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** and they will be able to give you further information on when we might have the item back in stock. ### Q: What if I receive a damaged or broken item? Our fulfilment department are fully trained to the highest standard and we always ensure that plenty of packaging is used to avoid breakages and protect the products. Unfortunately there may be a very rare occasion when an item is damaged or broken upon receipt. If you receive an item that is not satisfactory please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or**646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** with your order details and we will do everything possible to resolve the matter. We may ask that photographs of the damaged or broken item be emailed to us to avoid the item having to be sent back to us. ![](https://www.greatbritishbrandsusa.com/media/wysiwyg/banners/gift-wrap-2023.jpg) ### Q: Do you Gift Wrap items? Yes we do! Before adding an item to your basket you will see a small box where you can select to have an item gift wrapped. The item will be beautifully wrapped and decorated with recycled gift wrapping paper and a paper bow. If you would like to add a personal message to the recipient of the gift please write this in the ‘Giftwrap Message’ section at the checkout point and a gift tag with the message will be attached to the gift. ### Q: Do Dunoon mugs come in a box? Some of our Dunoon mugs do come boxed but only where specified online. You can however purchase a Dunoon branded gift box for your chosen mug as these are available to order alongside the mugs making the item perfect for gift wrapping at a later date. As with all items dispatched by our fulfilment team, Dunoon mugs will be well protected using tissue paper as well as Protega protective paper and wrapped well to avoid breakages. ### Wholesales Enquiries We are strictly retailers, not wholesalers or distributors, so we do not have, nor can we meet, trade prices. ### Bulk Purchase If you would like to purchase a large quantity of a particular item of stock this is almost always possible with only a small delay. Please contact our customer service team on**646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** or email [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) to discuss the items that you require. We will then find out as quickly as possible if we can fulfil the order and how long it might take. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/gift-wrap.md) Official source: [https://www.greatbritishbrandsusa.com/help-faqs](https://www.greatbritishbrandsusa.com/help-faqs) ## Help & Frequently Asked Questions # Help & Frequently Asked Questions Great British Brands USA prides itself on providing exceptional customer service online, just as we do in our stores. You can find helpful and useful information on these pages, and you can always take a look at what other customers have said about us on our [Customer Comments](https://www.greatbritishbrandsusa.com/customer-comments) page. We have provided some information below to answer questions often asked by our customers, and we hope you will find this useful. If, however, you have any further questions, please just call our helpful Customer Service team on **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** or email us at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com). ### Q: Can I add to an order already placed? If you have placed an order online but would like to add additional items this might be possible providing your order hasn’t already been processed for dispatch. Please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** with your existing order number and we will be able to look into this for you. If your order has not yet been processed, and the additional item(s) is in stock we can take payment for this and add it to your order. If your order has already been processed ready for dispatch we would need to ask you to place a separate order. ### Q: Is it secure for me to place an order online using my card details? Yes it is extremely safe for you to place an order online with Great British Brands USA and your credit/debit card details will always be completely safe and secure. The payment pages we use are completely secure and are hosted by Opayo, who are our industry-leading Payment Service Provider. They use TLS (SSL) technology, (which is an industry standard "secure sockets layer" and displays the "Gold Padlock" in your browser window). This technology allows for the encryption of confidential information such as your credit card details. Any information that you enter into the computer which is then passed to their website is secure, which means that in the unlikely event of the information being intercepted by someone else, it cannot be read. ### Q: Can I cancel an order? If after placing an order you would like to cancel all, or part of it, please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)**. Providing your order hasn’t been processed for dispatch, we will do everything possible to cancel and refund your order. If your order has already been dispatched you can send the goods back to us at your expense. Please ensure the goods are securely packaged and the order number, and reason for return is included. A refund of the value of the goods will be processed within 5 days of receipt however it can take 1-5 working days for refunds to appear in your account. ### Q: Can an item be reserved? We are unable to reserve items for customers. If an item is showing as temporarily out of stock please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** and they will be able to give you further information on when we might have the item back in stock. ### Q: What if I receive a damaged or broken item? Our fulfilment department are fully trained to the highest standard and we always ensure that plenty of packaging is used to avoid breakages and protect the products. Unfortunately there may be a very rare occasion when an item is damaged or broken upon receipt. If you receive an item that is not satisfactory please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or**646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** with your order details and we will do everything possible to resolve the matter. We may ask that photographs of the damaged or broken item be emailed to us to avoid the item having to be sent back to us. ![](https://www.greatbritishbrandsusa.com/media/wysiwyg/banners/gift-wrap-2023.jpg) ### Q: Do you Gift Wrap items? Yes we do! Before adding an item to your basket you will see a small box where you can select to have an item gift wrapped. The item will be beautifully wrapped and decorated with recycled gift wrapping paper and a paper bow. If you would like to add a personal message to the recipient of the gift please write this in the ‘Giftwrap Message’ section at the checkout point and a gift tag with the message will be attached to the gift. ### Q: Do Dunoon mugs come in a box? Some of our Dunoon mugs do come boxed but only where specified online. You can however purchase a Dunoon branded gift box for your chosen mug as these are available to order alongside the mugs making the item perfect for gift wrapping at a later date. As with all items dispatched by our fulfilment team, Dunoon mugs will be well protected using tissue paper as well as Protega protective paper and wrapped well to avoid breakages. ### Wholesales Enquiries We are strictly retailers, not wholesalers or distributors, so we do not have, nor can we meet, trade prices. ### Bulk Purchase If you would like to purchase a large quantity of a particular item of stock this is almost always possible with only a small delay. Please contact our customer service team on**646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** or email [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) to discuss the items that you require. We will then find out as quickly as possible if we can fulfil the order and how long it might take. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/personalisation.md) Official source: [https://www.greatbritishbrandsusa.com/help-faqs](https://www.greatbritishbrandsusa.com/help-faqs) ## Help & Frequently Asked Questions # Help & Frequently Asked Questions Great British Brands USA prides itself on providing exceptional customer service online, just as we do in our stores. You can find helpful and useful information on these pages, and you can always take a look at what other customers have said about us on our [Customer Comments](https://www.greatbritishbrandsusa.com/customer-comments) page. We have provided some information below to answer questions often asked by our customers, and we hope you will find this useful. If, however, you have any further questions, please just call our helpful Customer Service team on **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** or email us at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com). ### Q: Can I add to an order already placed? If you have placed an order online but would like to add additional items this might be possible providing your order hasn’t already been processed for dispatch. Please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** with your existing order number and we will be able to look into this for you. If your order has not yet been processed, and the additional item(s) is in stock we can take payment for this and add it to your order. If your order has already been processed ready for dispatch we would need to ask you to place a separate order. ### Q: Is it secure for me to place an order online using my card details? Yes it is extremely safe for you to place an order online with Great British Brands USA and your credit/debit card details will always be completely safe and secure. The payment pages we use are completely secure and are hosted by Opayo, who are our industry-leading Payment Service Provider. They use TLS (SSL) technology, (which is an industry standard "secure sockets layer" and displays the "Gold Padlock" in your browser window). This technology allows for the encryption of confidential information such as your credit card details. Any information that you enter into the computer which is then passed to their website is secure, which means that in the unlikely event of the information being intercepted by someone else, it cannot be read. ### Q: Can I cancel an order? If after placing an order you would like to cancel all, or part of it, please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)**. Providing your order hasn’t been processed for dispatch, we will do everything possible to cancel and refund your order. If your order has already been dispatched you can send the goods back to us at your expense. Please ensure the goods are securely packaged and the order number, and reason for return is included. A refund of the value of the goods will be processed within 5 days of receipt however it can take 1-5 working days for refunds to appear in your account. ### Q: Can an item be reserved? We are unable to reserve items for customers. If an item is showing as temporarily out of stock please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or **646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** and they will be able to give you further information on when we might have the item back in stock. ### Q: What if I receive a damaged or broken item? Our fulfilment department are fully trained to the highest standard and we always ensure that plenty of packaging is used to avoid breakages and protect the products. Unfortunately there may be a very rare occasion when an item is damaged or broken upon receipt. If you receive an item that is not satisfactory please contact our customer service team at [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) or**646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** with your order details and we will do everything possible to resolve the matter. We may ask that photographs of the damaged or broken item be emailed to us to avoid the item having to be sent back to us. ![](https://www.greatbritishbrandsusa.com/media/wysiwyg/banners/gift-wrap-2023.jpg) ### Q: Do you Gift Wrap items? Yes we do! Before adding an item to your basket you will see a small box where you can select to have an item gift wrapped. The item will be beautifully wrapped and decorated with recycled gift wrapping paper and a paper bow. If you would like to add a personal message to the recipient of the gift please write this in the ‘Giftwrap Message’ section at the checkout point and a gift tag with the message will be attached to the gift. ### Q: Do Dunoon mugs come in a box? Some of our Dunoon mugs do come boxed but only where specified online. You can however purchase a Dunoon branded gift box for your chosen mug as these are available to order alongside the mugs making the item perfect for gift wrapping at a later date. As with all items dispatched by our fulfilment team, Dunoon mugs will be well protected using tissue paper as well as Protega protective paper and wrapped well to avoid breakages. ### Wholesales Enquiries We are strictly retailers, not wholesalers or distributors, so we do not have, nor can we meet, trade prices. ### Bulk Purchase If you would like to purchase a large quantity of a particular item of stock this is almost always possible with only a small delay. Please contact our customer service team on**646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)** or email [customerservice@GreatBritishBrandsUSA.com](mailto:customerservice@GreatBritishBrandsUSA.com) to discuss the items that you require. We will then find out as quickly as possible if we can fulfil the order and how long it might take. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/stock.md) Official source: [https://www.greatbritishbrandsusa.com/help-faqs](https://www.greatbritishbrandsusa.com/help-faqs) ## Contact Us # Contact Great Britsh Brands USA Our fulfilment team work seven days a week to ensure all orders are processed and dispatched within a timely manner, and our dedicated Customer Service team based at our web headquarters in leafy Buckinghamshire, here in the United Kingdom are always on hand to help with any queries you may have. Please note that phones and emails are only answered Monday – Saturday. Our friendly and helpful customer service team will be happy to take your call between 4.00am - 12.00pm EST Monday to Saturday and emails are responded to within two working days We're really proud of our customer service team. Whether you need to know when something will be back in stock, or have a problem with an order you've placed, or simply want to clarify whether something is purply-pink or pinky-purple... they'll be happy to help! **Email us** at [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) **Call us** on 646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday) Eastern (eg. New York) telephone hours: 4am – 12pm Central (eg. Austin, Texas) telephone hours: 3am – 11am Mountain (eg. Denver, Colorado) telephone hours: 2am – 10am Pacific (eg. Los Angeles, California) telephone hours: 1am – 9am [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/contact.md) Official source: [https://www.greatbritishbrandsusa.com/contact-us](https://www.greatbritishbrandsusa.com/contact-us) ## Contact Us # Contact Great Britsh Brands USA Our fulfilment team work seven days a week to ensure all orders are processed and dispatched within a timely manner, and our dedicated Customer Service team based at our web headquarters in leafy Buckinghamshire, here in the United Kingdom are always on hand to help with any queries you may have. Please note that phones and emails are only answered Monday – Saturday. Our friendly and helpful customer service team will be happy to take your call between 4.00am - 12.00pm EST Monday to Saturday and emails are responded to within two working days We're really proud of our customer service team. Whether you need to know when something will be back in stock, or have a problem with an order you've placed, or simply want to clarify whether something is purply-pink or pinky-purple... they'll be happy to help! **Email us** at [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) **Call us** on 646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday) Eastern (eg. New York) telephone hours: 4am – 12pm Central (eg. Austin, Texas) telephone hours: 3am – 11am Mountain (eg. Denver, Colorado) telephone hours: 2am – 10am Pacific (eg. Los Angeles, California) telephone hours: 1am – 9am [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/order-help.md) Official source: [https://www.greatbritishbrandsusa.com/contact-us](https://www.greatbritishbrandsusa.com/contact-us) ## Privacy & Cookies Policy # Privacy & Cookies Policy On this page you'll find the details of our: - Privacy Policy - Cookies Policy ## Privacy Policy ### Who are we? ## Who are we?  We are Great British Brands USA, a family-owned online gift business.  The details of the Privacy Policy which follows relates to our website.  At Great British Brands USA we are committed to protecting your privacy and to gaining and maintaining the confidence and trust of all visitors to our website. We will only use the information that we collect about you lawfully in accordance with the EU General Data Protection Regulation (GDPR).  In this Privacy Policy we’ve provided detailed information on when and why we collect your personal information. We explain how we use it, what third-party service providers we might share your information with and under what circumstances, and how we keep it secure. If there are any questions regarding this Privacy Policy you may contact us using the information below: **Great British Brands USA**Registered Office: Unit 2E, Woodlands Farm, The Vale, Chesham, Bucks, HP5 3NJ **Email** [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) **Phone:** 646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)   If for any reason you are unsure about any of the personal and account information we are holding in your name, please contact us using the contact details listed above. We will update your private records if required. It’s likely that we’ll need to review this Privacy Notice from time to time. We’ll notify you of any significant changes. ## At a glance - why do we collect information from you? We collect information about you for the following reasons: - to process your order - to help you check out in a quick, user-friendly way when you have an account with us - to provide you with the best possible service, including a personalised browsing experience, tailored to your preferences. - to improve our website based on analysis of sales data - to provide you with marketing newsletters (if you signed up to our mailing list) - to offer personalised advertising after you leave our website ## What personal data do we collect? **When you place an order with us, the information we will collect includes:** - Full name, - IP Address, - billing and delivery address, - telephone number, - A record of your order - e-mail address - credit/debit card details (all sensitive details are inaccessible even to us from moment of purchase and are securely encrypted) This information is necessary for us to process your payment and deliver your order to you.   **When you create an account with us, we will collect the following information:** - Full Name - e-mail address - Telephone number - Billing and Shipping addresses - A record of your orders - Your newsletter subscription status - A list of products you added to your “wish list” - Your debit or credit card details are sent securely to Opayo or Mollie, industry-leading Payment Gateway Providers, - we have no access to them) You don’t have to have an account with us to place orders on our websites, but many returning customers find it helpful to have one. Having an account with us will allow you to place an order quickly, without the need to re-enter all your details every time you checkout with us. You can quickly and easily log into your account and change or edit any of your personal data by clicking on “My Account” either in the header or the footer of our website. If you’d like to delete your account please contact our Customer Service who will remove your account together with all personal information it contains.   The legal basis for collecting your data when you set up an account is based on your consent.   **When you visit our website, we also might collect the following information:** - IP address - Information regarding what pages are accessed and when. - Information related to the device used, such as web browser type, operating system and device type. - Demographic information - General product preferences and interests based on your browsing history on our website We gather this information to analyse our site’s performance and look for areas for improvement. This data also allows us to give you customised product recommendations based on best-sellers and product views.   **If you wish to sign-up to our mailing list, we will collect the following information:** - Name - Email address We will never send you marketing emails without your consent. To read more about our newsletter policy, please click here to be moved lower down the page. ** ** **If you contact our Customer Service Team:** If you contact our customer service team in relation to your order, we will: - take a note of the conversation with you, - Note the date and nature of your query or complaint - We’ll also include a note of what we did to help. If you contact our customer service team with a query unrelated to a previous order, we might ask for your name and contact details to be able to get in touch with you and we will keep this data until no longer than necessary to help with your query. We will never collect any sensitive information about you without your explicit consent.    **Supplier Enquires** If you contact us at our Customer Service email with supplier queries, your email will be forwarded to the relevant department and you might be contacted back using contact details you provided us with.   **Recruitment** Occasionally we advertise jobs in our shops or other departments on our Careers page. When you send your CV to an email address indicated in the advert, your personal data will be processed by our HR team and your contact details will be used to contact you. ## The legal bases we rely on to collect information Data Protection laws set out several different reasons for which a company may collect and process your personal data. These are: **Consent** In certain circumstances, we will only process your personal data with your clear consent. For example, we will add you to our mailing list only if you sign up though a pop-up box or tick a relevant box at the checkout. You can create an account on our website only if you wish to do so. Not having an account doesn’t prevent you from placing an order with us **Contract** When placing an order with us, we will require certain personal data like your name and address to be able to deliver your order so that we comply with our obligations under the sale contract. These details will be then passed on to our carrier company to deliver the goods to you. We will use your e-mail address to provide you with updates regarding your order, such as order confirmation, despatch & tracking information. We will also collect your phone number to be able to contact you in case of any problems with your order. Depending on which delivery option you choose, your phone number and/or e-mail address might be passed on to our carrier so that they can keep you updated when your goods will be delivered (whenever applicable). **Legal compliance** If the law requires us to, we may need to collect and process your data if fraud or other financial crime is suspected.   **Legitimate interest** In certain situations, we will use your data to pursue our legitimate interests in a way which might reasonably be expected as part of running an e-commerce business. We will process personal data for the following legitimate interests: - where the processing of our customers’ browsing and purchasing history enables us to enhance, modify, personalise or otherwise improve our services and communications for the benefit of our customers. - to identify and prevent fraud and keep our services safe and secure - to better understand how people interact with our website - to improve our product selection and service based on your post-purchase feedback - to notify you within 24 hours if you left items in your basket For example: We will use your purchase history to tailor our products recommendations to best suit your interests both on our website and occasionally in our newsletters (but only if you’ve signed up to our mailing list). We will combine your browsing and purchasing data with all other customers’ data to analyse and identify shopping trends and areas for our improvement. A short time after you’ve purchased a gift from us, we will send you a request to review your shopping experience with us as well as products you’ve purchased to help other customers make more informed choices when shopping with us. ## Who has access to your information? Your personal data security is our priority. We will not sell trade or transfer your personal information to any third parties under any circumstances. We will not share your information with third parties for marketing purposes. This does not include trusted third party Service Providers who assist us in operating our website, conducting our business, or providing services to you on our behalf. For example: We use Mailchimp as our email marketing platform to enable us to send out marketing emails and we use different carrier companies to deliver your goods to you. Such trusted parties may have access to personally identifiable information on a need-to-know basis and we disclose only the personal information that is necessary to deliver the service. All third party service providers are contractually obliged to keep your information confidential.  All of our partners have confirmed they comply with all appropriate data protection laws. ## What data we might share with third party service providers? In order to be able to fulfil your order, and provide you with the best possible service, we may need to share your personal data with third party service providers for the following reasons: - In order to process your payment securely, and to check for potential fraud your personal data will be shared with our payment providers. - In order to deliver your order we will share your delivery address and may share your email and telephone number with our carrier so that you can be notified when your order is on its way. - In order to serve you with tailored product recommendations and personalised website and newsletter content your browsing & purchasing history is shared with Episerver, our third-party personalization platform. - In order to give you the opportunity to review the quality of our service and products your email and order details (products you ordered) will be shared with Reviews.co.uk to request your feedback. Feedback is optional and can also be given anonymously. - Only if you have consented, will you be subscribed to our email newsletter which will keep you updated regarding special offers, new products and other marketing information. You can unsubscribe at any time. - In order to advertise online we use something called “remarketing” which uses data from your past visits to our website to show you personalised adverts featuring products you have looked at on our site. We work with Google and Facebook to show our ads in this way. - In order to measure the effectiveness of our paid advertising, we use Google products such as Adwords but this does not provide us with any personally identifiable data. ## Keeping in touch through email marketing We operate our newsletter on a strict opt-in basis. We will not contact you for marketing purposes by email (or any other means) unless you have given your prior consent. You have a choice about whether or not you wish to receive information from us. You can sign up to our newsletter either by filling out a form when you see a pop-up on our website or by ticking a box at the checkout, when you’re making a purchase. We use a double opt-in sign-up system, which means that after signing up to our newsletter you’ll receive a confirmation email asking you to confirm subscription. This allows us to prevent unwanted or spam subscriptions. We use a specialist email advertising company called MailChimp, to send out our newsletter. We gather statistics regarding email opening and clicks using industry standard technologies to help us monitor and improve our e-newsletter. If you require more information, please see [MailChimp’s privacy notice](https://mailchimp.com/legal/privacy/). Our third-party partner Episerver, allows us to occasionally provide you with personalised content in our newsletter, based on your previous website visits. We do this on the basis of legitimate interest to provide you with product suggestions most relevant to you. We will not e-mail you in the future if you do not want us to do so. You can unsubscribe from our mailing list at any time by clicking the unsubscribe link at the bottom of any of our emails. You can also email us with your request at customerservice@greatbritishbrandsusa.com ## Abandoned Cart Emails If during the course of browsing our website you place products in your basket and provide us with your e-mail address but for some reason leave before you completed your purchase, we might send you an email notification just to check that nothing went wrong.  These emails are sent only once and are fully automated. If you receive such email from us, but don’t find them helpful and wish not to receive them in the future, simply click the “unsubscribe” button in the footer of the email or contact us by phone or e-mail. ## Feedback Requests It is our legitimate interest to learn whether you enjoyed using our website and what you think about the products you’ve purchased. Sometime after you’ve received your order we will contact you through our third party service provider Reviews.co.uk to ask to share your feedback with us. These messages do not include any promotional content and are not part of our marketing newsletter. If you wish to leave us feedback, it is visible on Reviews.co.uk’s website as well as in the footer of our website: [https://www.reviews.co.uk/company-reviews/store/greatbritishbrandsusa](https://www.reviews.co.uk/company-reviews/store/greatbritishbrandsusa). If you wish to leave any product reviews, these will then appear on those products’ pages.  When sharing your feedback you can either stay anonymous or give your first name or nickname. No other details will be shared.  ## Security of your data When you shop at Great British Brands USA and share some of your personal data with us, you can rest assured that we take every step to make sure we handle it securely. Our website uses end to end “https” technology across the entire site. Access to your data is password-protected and any sensitive information is encrypted and protected with 256 Bit encryption via TLS (Transport Layer Security). For example, all order information is encrypted and transmitted via Transport Layer Security (TLS/SSL) technology directly from your browser to our secure servers.  It is only accessible by those who are authorized to access such systems, and only then to carry out tasks allowed in the contract, legal consent or legitimate interests as mentioned above. Another example is, all supplied credit or debit card information is encrypted and transmitted via Transport Layer Security (TLS/SSL) technology directly from your browser to our payment gateway provider’s server only to be accessible by those who are authorized to access such systems and who are required to keep the information confidential. We do not ever see this information and the information never gets transmitted, seen or stored via our servers. ## Use of cookies 'Cookies' are small pieces of information sent by a website to your computer and stored on your hard drive to allow that website to recognise you when you visit, to save your preferences & give you relevant content.  Cookies do not collect personally identifiable information such as your name, address or payment details, but may be used to link your actions to your personal information, for example to link you adding a product to your basket & account so you can then check out. [Go to Cookie Policy page.](https://www.greatbritishbrandsusa.com/cookies-policy) ## Data Retention We will retain your personal data only for as long as is necessary and only for the purpose for which it was obtained. ## Your rights You are entitled to view, amend, or delete the personal information that we store on you. Email your request to our Customer Service department. If you have an account on our site, you can access your personal data by clicking on “My Account” in the website’s header, where you can update your personal data. To delete your account and all data it contains, please send a request to this effect to our Customer Service team. If you’d like to amend your e-mail newsletter preferences, simply go to “update subscription preferences” at the bottom of each of our marketing emails to update the data we hold or to unsubscribe . ## Review of this Policy We keep this Policy under regular review. This Policy was last updated on 1th Sep 2023. ## Cookies Policy ### What are cookies? Cookies are small text files that can be stored on your computer or mobile device when you visit a website. These files are typically used to hold your user preferences, to store important data as you browse the website (such as the contents of your shopping cart), or to find out if you have browsed the website before.As these files can only store small amounts of data there is nothing dangerous about the files themselves, but some companies may use the information to track what other websites you have visited or to build a profile of your general online behaviour. Great British Brands USA do not involve themselves in these activities. Cookies we use **don’t** collect or store any sensitive information such as your name, address or payment card information. ### What types of cookies are there? Great British Brands USA, like most e-commerce websites, uses a variety of cookies to help ensure that our website functions correctly and to provide information on how to improve our pages and marketing.  We sometimes use third party agencies to advertise and bring traffic to certain parts of the site, for example where we have a specific campaign. These cookies are placed by one of our third-party agencies to allow them to track the activities of visitors that that have come to the site from their adverts.  Our use of cookies can be broken down into four main categories: **Necessary & Functional Cookies: **Necessary cookies are essential to make a website work and enable features that users have specifically asked for. Without these cookies, these features of the website could not operate properly. For example, these cookies remember the contents of your shopping cart or whether you are logged in as you browse the website, and to record the items that you have placed in your wish-list so that you can refer back to them. Functional cookies automatically remember preferences that users have previously made in order to enhance their experience next time they visit a website. All visitors to our website will have a cookie called PHPSESSID set in their browser. This cookie doesn’t store any personal information on your device. Without this cookie, you would not be able to login, add to basket or purchase with us online. Another cookie called JSESSION ID is set from our server performance and health monitoring solution. This cookie alerts us if there is an internal issue with our servers that run our sites. This cookie does not contain any personal information and cannot be used to identify a customer. On most pages we also show customer reviews using our third party trusted partner reviews.co.uk. They may set a cookie called __cfduid which is used to count the number of times a review is viewed.  We also work with a specialist email company called Mailchimp to provide a sign up form for which you can sign up to our newsletter. This popup may set a cookie called _AVESTA_ENVIRONMENT which is only used to determine that the popup has been shown to a customer. **Statistics Cookies. **Statistic cookies help us understand how visitors interact with our website by collecting and reporting information anonymously.The data gathered allows us to check how many people visited our pages, how many visitors have been to our website previously, which links people have clicked most often on our pages, etc. It also helps us identify problems with our pages and advise on improvements that can be made to make them easier to use. All the information collected is anonymous and no personal data is recorded. We use Google Analytics for this purpose.  Statistics cookies Google uses on our website include _ga which is used to count the number of visitors, sessions and page views. Google also uses _gat to limit collection rates and _gid which is a session based cookie for the collection of pages viewed. These cookies are not personally identifiable as your full IP address is scrambled before being recorded.  We also use cookies from Google and Bing such as ads/user-lists, MUID & _uetsid in order to track purchases if you have visited us via a paid advert. This enables us to monitor the effectiveness of that ad and we will not use this data to target you in any way. Google's privacy policy is available at:  [https://policies.google.com/technologies/partner-sites/](https://policies.google.com/technologies/partner-sites). Bing's privacy policy is available at: [https://privacy.microsoft.com/en-gb/privacystatement](https://privacy.microsoft.com/en-gb/privacystatement) **Marketing Cookies**. We use cookies to provide a remarketing service through Google Ads and Facebook, which allows us to advertise specifically to internet users that have previously visited our website and to highlight products and services that we believe, may be of interest to them. This advertising method allows us to show adverts to users with different interests and demographics based on the information that Google or Facebook provide. We allow Google and Facebook to set their own cookies such as IDE, DSID, Fr, tr in order for this feature to work correctly.  You can review your consent for personalised ads in general if you have an account with any of the following: If you’d like to opt out of seeing personalised Google ads please go here: [https://support.google.com/ads/answer/2662922?hl=en-GB](https://support.google.com/ads/answer/2662922?hl=en-GB) To opt-out of seeing personalised ads on Facebook, please go to: [https://www.facebook.com/ads/preferences/?entry_product=ad_settings_screen](https://www.facebook.com/ads/preferences/?entry_product=ad_settings_screen) **Personalisation**.  We use cookies to store information about your site preferences and to personalise the website for you so that we can show you products you might like based on the products you’ve looked at before. These cookies are set and used by our service provider Episerver. These cookies include peerius_user & peerius_sess to be able to track the user journey and previous behaviour to be able to personalise content. peerius_rid is a cookie which tracks subsequent click through rates from the recommendations so we can analyse their effectiveness. The cookie peerius_ct is just a testing cookie.  Click the link below to see Episerver’s privacy statement: [https://www.episerver.com/about/privacy/trust-center/privacy/](https://www.episerver.com/about/privacy/trust-center/privacy/) ### How can cookies be managed or disabled? Our cookies will be stored automatically when you visit our website, based on our legitimate interest to provide you with the best possible service which you’d expect from an online retailer. You can easily change the way cookies are handled on your computer by adjusting the cookie settings within your internet browser. It is possible to manage which websites are allowed to create cookies on your computer as well as view or delete cookies that have already been stored.  There are many different internet browsers so we aren't able to give instructions on how to change the privacy and cookie settings in all of them, but we've provided links to the websites of the most popular browsers below.  Apple Safari: [https://support.apple.com/en-gb/HT201265](https://support.apple.com/en-gb/HT201265) Google Chrome: [https://support.google.com/chrome/answer/95647](https://support.google.com/chrome/answer/95647) Microsoft Edge: [https://privacy.microsoft.com/en-gb/windows-10-microsoft-edge-and-privacy](https://privacy.microsoft.com/en-gb/windows-10-microsoft-edge-and-privacy) Mozilla Firefox: [https://support.mozilla.org/en-US/kb/cookies-information-websites-store-on-your-computer#w_cookie-settings](https://support.mozilla.org/en-US/kb/cookies-information-websites-store-on-your-computer#w_cookie-settings) **Please note:** Blocking all cookies from Great British Brands USA will prevent the Shopping Cart from functioning correctly and you will be unable to place an order through the website.  You can also manage some cookies through websites like  [Network Advertising Initiative ](https://networkadvertising.org/managing/opt_out.asp), which allows you to opt-out from selected cookies.  [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/privacy.md) Official source: [https://www.greatbritishbrandsusa.com/privacy-policy](https://www.greatbritishbrandsusa.com/privacy-policy) ## Terms and Conditions # Terms & Conditions We've tried to keep our Ts and Cs as brief as possible. You won't find any jargon or legalese. As always, Great British Brands USA just wants to work in partnership with our customers, so we hope you find this information answers any questions you may have. If not, please just get in touch. ## Making a purchase ### How to Use the Site Navigate through the site using the navigation bar at the top of every page. Many sections have subsections, so use the links on the section pages, to browse each subsection. Once you are viewing one of our "thumbnail pages" you will see small images of our products. If you wish to, you can click on these small images to view larger images and detailed descriptions. ### Your Shopping Cart #### Viewing the contents of your Bag At any time you can check the contents of your shopping cart by clicking the "Bag" button at the top right hand side of every page. #### Adding an item to your Bag To add an item to your cart, click the "Buy" button which can be found on both the thumbnail view and the single-page view. You will be redirected to the Bagpage for a couple of seconds (so you can see the item has been successfully added to your Bag) then you will automatically return to the page you were viewing and you can continue shopping. #### Adding gift wrap or other ancillary products If you wish to have your item professionally gift wrapped, tick the Giftwrap checkbox next to the "Add to Bag" button before clicking "Checkout". Should you wish to add gift wrapping to an item already in your bag, you will need to remove it from the bag and then re-add it to your bag with Giftwrap selected. The same processes apply on some items to adding a gift box, teabags or other additional and ancillary products. #### Removing an item from your Bag If you place an item into your bag which you later decide you no longer wish to buy then you can remove it by clicking "Bag", selecting that item in the checkbox in the Remove column, and clicking Update. #### Changing the quantity of an item If you would like to buy more than one of any item you can amend the quantity field next to the Add to Bag button at the time of purchase. The default quantity will always be 1. Alternatively you can amend the quantity of items already in your Bag by going to Bag, amending the quantity and clicking Update. ### The Checkout #### Confirming your purchase on GreatBritishBrandsUSA.com When you have finished browsing and are ready to purchase your goods, go to the checkout by clicking the Checkout button on the right hand side of any page, or by clicking Checkout Now on the Bag page. On the first checkout page, your order totals including shipping will be confirmed and you can enter your billing address details, and delivery address details if they are different. You will be required to enter your name, e-mail address, home address and telephone number. (This information is required so that we are able to send you your receipt and goods, or contact you if there are any problems with your order. Your details will never be transferred or sold to a third party. For more information on our privacy policy see below.) Then click Next. On the second checkout page you will be required to choose your delivery method and you can enter any notes to our staff, and/or coupon code you may wish to enter. Then click Next. On the final checkout page you can confirm your order details and click Next to be transferred to secure payment pages. #### Choosing how to pay - credit/debit card You will be transferred to a secure webpage hosted by leading payment service provider, Opayo. Here you can select which credit or debit card you'd like to use. We accept Mastercard, Visa, Visa Debit and American Express cards. Alternatively you can choose to pay by Apple Pay, PayPal or by Amazon Pay #### Paying by credit or debit card Having selected a card to use, you will need to enter your credit card details to complete your order. You need not have any concerns over the security of these details as all the credit cards will be encrypted on the site. For more information please have a look at our Credit Card Security Section. #### Paying by PayPal Having selected PayPal you can either log in to your account or create one, and follow on screen instructions to confirm your payment. #### Paying by Amazon Pay Having selected Amazon Pay you can either log in to your account or create one, and follow on screen instructions to confirm your payment. #### Paying by Apple Pay Having selected Apple Pay you can then follow on screen instructions to confirm your payment. #### Receipt Page Once your transaction is authorized you will be redirected to the GreatBritishBrandsUSA.com Receipt page showing details of your order, and you will receive an automated email as written confirmation of our receipt of your order and your payment. This page and/or this email can be printed for your records. If you wish to place another order or continue browsing the site click Done, otherwise close the window or navigate away. #### Ordering by Telephone If for any reason you would prefer to place your order over the phone you are welcome to do so. You can call our helpful and friendly customer service team on 646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday). They will process your order securely and responsibly on your behalf and take credit/debit card payment over the phone. ### Order Acceptance Please note that completion of the online checkout process does not constitute our acceptance of your order. Our acceptance of your order will only occur when the items have been dispatched and a confirmation of dispatch has been sent. ### How You Will Be Charged While Great British Brands USA is a UK based business it carries out all its transactions in USD (United States Dollar). Your credit or debit card statement will therefore show the charge in USD. Prices do not take into account any overseas transaction fees your bank or credit card company may levy on such a purchase. ## Deliveries to the United States of America Delivery to the USA is charged at the rates set below. * PLEASE NOTE: A very small number of items may be excluded from our Free Delivery offer. These items are clearly indicated within their product description and within the checkout process. #### If you choose Standard Tracked Delivery Upon receipt of a valid order you will receive an email confirmation with an order number and details of the items that you have ordered. At GreatBritishBrandsUSA.com we aim to dispatch your goods within 24 hours, but at particularly busy periods this may take up to 72 hours. You will receive an email confirming the order has been dispatched. Orders received over the weekend (after midday on Friday) will be dispatched the following Monday. Orders placed using Standard Tracked Delivery are sent via Royal Mail and delivered by United States Parcel Service. You should expect your order to arrive at the designated delivery address within 5 - 10 working days from dispatch. For your convenience, Standard Delivery does not require a signature on delivery. So if you're not in when the delivery arrives, if there is somewhere safe and discreet for the parcel to be left, (for instance with the doorman of a block of flats, or within a covered porch with an unlocked door) the driver will leave it for you. If there is no appropriate location, the driver will leave a card or attempt to redeliver on a subsequent day. If you haven't received your order within 15 working days of dispatch, and haven't received a card advising of attempted delivery we would suggest you contact your local sorting office to see if they are holding your parcel for you to collect. #### If you choose FedEx Standard Delivery Upon receipt of a valid order you will receive an email confirmation with an order number and details of the items that you have ordered. At GreatBritishBrandsUSA.com we aim to dispatch your goods within 24 hours, but at particularly busy periods this may take up to 72 hours. You will receive an email confirming the order has been dispatched. Orders received over the weekend (after midday on Friday) will be dispatched the following Monday. You should expect your order to arrive at the designated delivery address within 3 - 5 working days from dispatch. For your convenience, FedEx Standard Delivery does not require a signature on delivery for orders under $500. So if you're not in when the delivery arrives, if there is somewhere safe and discreet for the parcel to be left, (for instance with the doorman of a block of flats, or within a covered porch with an unlocked door) the driver will leave it for you. If there is no appropriate location, the driver will leave a card or attempt to redeliver on a subsequent day. If you haven't received your order within 7 working days of dispatch, and haven't received a card advising of attempted delivery we would suggest you contact your local FedEx office to see if they are holding your parcel for you to collect. #### If you choose FedEx Priority Delivery Upon receipt of a valid order you will receive an email confirmation with an order number and details of the items that you have ordered. At GreatBritishBrandsUSA.com we aim to dispatch your goods within 24 hours, but at particularly busy periods this may take up to 72 hours. You will receive an email confirming the order has been dispatched. Orders received over the weekend (after midday on Friday) will be dispatched the following Monday. You should expect your order to arrive at the designated delivery address within 1 - 3 working days from dispatch. For your convenience, FedEx Priority Delivery does not require a signature on delivery for orders under $500. So if you're not in when the delivery arrives, if there is somewhere safe and discreet for the parcel to be left, (for instance with the doorman of a block of flats, or within a covered porch with an unlocked door) the driver will leave it for you. If there is no appropriate location, the driver will leave a card or attempt to redeliver on a subsequent day. If you haven't received your order within 5 working days of dispatch, and haven't received a card advising of attempted delivery we would suggest you contact your local FedEx office to see if they are holding your parcel for you to collect. ### Deliveries - exemptions, taxes and surcharges Extremely rarely, in the event of unusually heavy or oversized orders, our shipping tariffs will prove insufficient to cover our costs. If this is the case, we will contact you and request that you pay a postage surcharge to equal our specific shipping costs for your order. Should you choose not to pay that surcharge we will refund your payment in full and cancel your order. Should we receive no reply to this request we will hold your order for seven days awaiting a response and then refund your payment in full and cancel your order. #### Import Taxes, Duties and Fees (For orders placed on or after 28th August 2025) The price you pay on our website is inclusive of shipping fees and import duties. Please note we do not charge VAT on your order. #### Import Taxes, Duties and Fees (For orders placed before 28th August 2025) Orders to the USA maybe subject to VAT or duties. This policy can sometimes vary from state to state, dependent on the local rate of tax as well as product to product depending on what it is and where the product was produced. Duties which may be levied on certain goods may also include an admin fee from the delivery company collecting these fees on behalf of the government in question. All prices shown on the website exclude UK sales tax. By placing an order on our site, you are agreeing to accept liability for any such charges as described above, which may be levied upon delivery. If your order qualifies for any of these charges, they will usually be invoiced directly by the delivery company delivering your parcel. For example, if your delivery is being made by FedEx, FedEx will usually notify you of any fee to pay either on the morning of delivery, or at the point of delivery. If Standard Tracked Delivery is chosen, a notification of fees may come via United States Parcel Service. In our experience, the implementation of additional fees and charges on deliveries is somewhat haphazard and varies from order to order so we are unable to estimate what, if any, fees may be charged to you. We therefore recommend visiting your government’s customs and import website for further information if you are concerned. Please note we do not charge VAT on your order. #### Refusal of or Undelivered Parcels If a parcel is returned to us for any of the following reasons: the recipient’s refusal to pay import taxes, duties or charges (For orders placed before 28th August 2025); the inability to deliver a parcel due to inputting an incorrect address at checkout; or where the customer is not available or refuses delivery; (except where the goods are damaged or faulty) the customer will be responsible for the return of the goods to us and we reserve the right to deduct the cost of both the outgoing and return shipping as well as any admin fees that we may have been charged by the delivery company from any refund we offer. ## Back Orders We invest a great deal of money in stockholding, warehousing and stock control software in order to stay in stock of all our products at all times, and to ensure that the website is always updated when a product goes out of stock. However unfortunately these systems are not perfect and subject to human error, so occasionally we get caught out and an item is shown as being in stock when in fact it is not. This happens most often when two people order the last remaining item in very quick succession virtually simultaneously. If part of your order is not in stock at the time you place your order, our standard policy is to dispatch the order as fully as possible and to refund you the difference for any items we have not sent. This also includes a refund for any extra shipping charge generated by the value of the item(s) we have not sent. We believe that this policy gives us the best chance of providing the best customer service possible under the circumstances: returning our customers' money immediately and leaving it to them to make alternative arrangements here or elsewhere should they choose to do so. Occasionally if we know an item will shortly be coming back into stock - or if a customer orders a very large quantity of stock which we have to source specially - we will hold the order until the stock is available. Under these circumstances we will contact the customer as quickly as possible to explain the situation and to confirm that a short delay will be acceptable. This contact will be made within two working days. We will keep the customer informed on progress as we await delivery of the stock we need. ## Credit Card Security #### Using Opayo for complete security When shopping at GreatBritishBrandsUSA.com all credit card details are safe, because the payment pages we use are completely secure. From the Checkout page of our site you will be shown a secure form hosted by Opayo, who are our industry-leading Payment Service Provider. They use TLS technology, (which is industry standard "transport layer security" and displays the Padlock in your browser window). This technology allows for the encryption of confidential information such as your credit card details. Any information that you enter into the computer which is then passed to their website is secure, which means that in the unlikely event of the information being intercepted by someone else, it cannot be read. #### Saved card details All debit and credit card details are stored securely by Opayo, an industry-leading Payment Service Provider that follows strict data security guidelines and maintains the highest level of PCI-DSS compliance. You will be required to enter your card's 3-digit security code (CVV2) to authorise payments when checking out. Great British Brands USA only have access to the last 4 digits of the card number and the card expiry date for identification purposes - no other card data is stored within our systems. #### Apple Pay Alternatively depending on your Browser, we offer Apple Pay for you to use. We use industry leading payment service provider Mollie that follows strict data security guidelines and maintains the highest level of PCI-DSS compliance. Apple Pay uses tokenisation technology which is a secure way to pay where your real card details are not shared with either us or Mollie and stay with Apple Pay ## Privacy Policy We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the General Data Protection Regulation (GDPR). We will not e-mail you in the future if you do not want us to do so. We will not pass your e-mail address to other traders under any circumstances. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. The information we will collect includes: your name, address, phone number, e-mail address, and credit/debit card details (which are inaccessible even to us from moment of purchase). We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. In accordance with the law, you can if you wish check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct them promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. In the unlikely event that we intend to transfer your information outside the EEA (European Economic Area) we will obtain your consent first. Please see our [Privacy Policy](https://www.greatbritishbrandsusa.com/privacy-policy) and [Cookies Policy](https://www.greatbritishbrandsusa.com/cookies-policy) pages for more detailed information on the data that we collect and our policy for its use. If you have any questions about privacy, please email: [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) ## Return & Refund Policy This does not affect your statutory rights as a consumer. We are always happy to see the customer's point of view and genuinely upset if a customer has any reason to feel unhappy or dissatisfied with the products or service they receive. We wish to be as fair and generous as it is possible to be, within some limits established to protect ourselves against online fraud or unscrupulous characters. ### Returns of Personalised Gifts Due to the personalised nature of these items, we are only able to accept returns or offer refunds if items are damaged or faulty. ### Dissatisfaction caused by Great British Brands USA We do everything we can do to ensure we send you the gifts you require in perfect condition by the date you require them. However, sometimes things can go wrong. If you are dissatisfied with any aspect of your order or customer service experience, and the problem is our fault or the fault of one of the companies we use to ship your order to you, we will take steps to resolve the problem entirely at our own expense. See below for details. #### Damaged goods - please inform us within 14 days Please contact us by phone or email within 14 days of receipt of your order. Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement. We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label available upon request. We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience. #### Incorrect or missing goods - please inform us within 14 days Please contact us by phone or email within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement. If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and may ask you to return any goods you were sent in error. We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience. #### Goods not as described - please inform us within 14 days Please contact us by phone or email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement. We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the unwanted goods to us, you can do so at our expense with a prepaid returns label available upon request. We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience. #### Faulty goods - please inform us within 90 days If your item is faulty or develops a fault soon after purchase, please contact us by phone or email as soon as you notice the fault, and no later than 90 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, Great British Brands USA will not accept responsibility for goods after more than 90 days. We will need you to explain clearly which item or items are faulty and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label available upon request. We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience. ### Dissatisfaction caused by customer error or decision If you are dissatisfied with any aspect of your order or customer service experience, but the issue can reasonably be seen to be partially your own responsibility, we still want to help. But we will ask you share with us the cost of putting right anything which may have gone wrong. See below for details. #### Incorrect details - please inform us immediately If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimize any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you. However we seek to process all orders in the shortest possible timeframe so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and redeliveries. #### Unwanted or mis-ordered goods - please inform us within 14 days Please contact us by phone or email within 14 days of receipt of your order. Failure to report unwanted goods within 14 days will invalidate your right to any refund. It may be that when the goods arrive you change your mind, or you realise you accidentally bought the wrong thing. That's OK. Please just get in touch and explain clearly which items you don't want. Our customer service team will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund once we have received the goods and confirmed they are in re-saleable condition. Once we have confirmed satisfactory receipt we will refund you the price paid for the goods. **NB: For reason of hygiene we will not accept earrings returned for any reasons other than fault or damage.** ### Mis-entered delivery details If you have entered delivery details incorrectly, we will help you arrange redelivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office or FedEx we can arrange redelivery to the correct address for payment of a further standard shipping charge. ### Returning Goods When you return goods to us, please enclose information pertaining to the return. The information we need is: - Your name and order number. - Written confirmation of what items you have returned - Written confirmation of the reason for your return - Written request for either refund or replacement as appropriate. - Please also tell us whether or not you have already contacted our customer service team regarding this return. If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund. ### Proof of breakages Great British Brands USA reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion. ## Intellectual Property The content of the Website is protected by copyright, trademarks, database and other intellectual property rights. Copyright extends to the design of the website, all photographs on it and its marketing materials. Any use of the website or its contents, images, design including copying, storing, modifying, reproducing other than for personal non-commercial use without prior written permission is strictly prohibited. For any queries please contact customerservice@greatbritishbrandsusa.com. ## About Us ### Company Details #### Contact Address Great British Brands USA, Unit 2E Woodlands Farm, The Vale, Chesham, Buckinghamshire, HP5 3NJ, United Kingdom #### Phone 646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday) #### Email [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) ### Company registration Registered company number 02294820, registered in England. #### Company EORI number GB697782359000 [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/terms.md) Official source: [https://www.greatbritishbrandsusa.com/terms-conditions](https://www.greatbritishbrandsusa.com/terms-conditions) ## Privacy & Cookies Policy # Privacy & Cookies Policy On this page you'll find the details of our: - Privacy Policy - Cookies Policy ## Privacy Policy ### Who are we? ## Who are we?  We are Great British Brands USA, a family-owned online gift business.  The details of the Privacy Policy which follows relates to our website.  At Great British Brands USA we are committed to protecting your privacy and to gaining and maintaining the confidence and trust of all visitors to our website. We will only use the information that we collect about you lawfully in accordance with the EU General Data Protection Regulation (GDPR).  In this Privacy Policy we’ve provided detailed information on when and why we collect your personal information. We explain how we use it, what third-party service providers we might share your information with and under what circumstances, and how we keep it secure. If there are any questions regarding this Privacy Policy you may contact us using the information below: **Great British Brands USA**Registered Office: Unit 2E, Woodlands Farm, The Vale, Chesham, Bucks, HP5 3NJ **Email** [customerservice@greatbritishbrandsusa.com](mailto:customerservice@greatbritishbrandsusa.com) **Phone:** 646 980 1763 (4.00am - 12.00pm EST, Monday - Saturday)   If for any reason you are unsure about any of the personal and account information we are holding in your name, please contact us using the contact details listed above. We will update your private records if required. It’s likely that we’ll need to review this Privacy Notice from time to time. We’ll notify you of any significant changes. ## At a glance - why do we collect information from you? We collect information about you for the following reasons: - to process your order - to help you check out in a quick, user-friendly way when you have an account with us - to provide you with the best possible service, including a personalised browsing experience, tailored to your preferences. - to improve our website based on analysis of sales data - to provide you with marketing newsletters (if you signed up to our mailing list) - to offer personalised advertising after you leave our website ## What personal data do we collect? **When you place an order with us, the information we will collect includes:** - Full name, - IP Address, - billing and delivery address, - telephone number, - A record of your order - e-mail address - credit/debit card details (all sensitive details are inaccessible even to us from moment of purchase and are securely encrypted) This information is necessary for us to process your payment and deliver your order to you.   **When you create an account with us, we will collect the following information:** - Full Name - e-mail address - Telephone number - Billing and Shipping addresses - A record of your orders - Your newsletter subscription status - A list of products you added to your “wish list” - Your debit or credit card details are sent securely to Opayo or Mollie, industry-leading Payment Gateway Providers, - we have no access to them) You don’t have to have an account with us to place orders on our websites, but many returning customers find it helpful to have one. Having an account with us will allow you to place an order quickly, without the need to re-enter all your details every time you checkout with us. You can quickly and easily log into your account and change or edit any of your personal data by clicking on “My Account” either in the header or the footer of our website. If you’d like to delete your account please contact our Customer Service who will remove your account together with all personal information it contains.   The legal basis for collecting your data when you set up an account is based on your consent.   **When you visit our website, we also might collect the following information:** - IP address - Information regarding what pages are accessed and when. - Information related to the device used, such as web browser type, operating system and device type. - Demographic information - General product preferences and interests based on your browsing history on our website We gather this information to analyse our site’s performance and look for areas for improvement. This data also allows us to give you customised product recommendations based on best-sellers and product views.   **If you wish to sign-up to our mailing list, we will collect the following information:** - Name - Email address We will never send you marketing emails without your consent. To read more about our newsletter policy, please click here to be moved lower down the page. ** ** **If you contact our Customer Service Team:** If you contact our customer service team in relation to your order, we will: - take a note of the conversation with you, - Note the date and nature of your query or complaint - We’ll also include a note of what we did to help. If you contact our customer service team with a query unrelated to a previous order, we might ask for your name and contact details to be able to get in touch with you and we will keep this data until no longer than necessary to help with your query. We will never collect any sensitive information about you without your explicit consent.    **Supplier Enquires** If you contact us at our Customer Service email with supplier queries, your email will be forwarded to the relevant department and you might be contacted back using contact details you provided us with.   **Recruitment** Occasionally we advertise jobs in our shops or other departments on our Careers page. When you send your CV to an email address indicated in the advert, your personal data will be processed by our HR team and your contact details will be used to contact you. ## The legal bases we rely on to collect information Data Protection laws set out several different reasons for which a company may collect and process your personal data. These are: **Consent** In certain circumstances, we will only process your personal data with your clear consent. For example, we will add you to our mailing list only if you sign up though a pop-up box or tick a relevant box at the checkout. You can create an account on our website only if you wish to do so. Not having an account doesn’t prevent you from placing an order with us **Contract** When placing an order with us, we will require certain personal data like your name and address to be able to deliver your order so that we comply with our obligations under the sale contract. These details will be then passed on to our carrier company to deliver the goods to you. We will use your e-mail address to provide you with updates regarding your order, such as order confirmation, despatch & tracking information. We will also collect your phone number to be able to contact you in case of any problems with your order. Depending on which delivery option you choose, your phone number and/or e-mail address might be passed on to our carrier so that they can keep you updated when your goods will be delivered (whenever applicable). **Legal compliance** If the law requires us to, we may need to collect and process your data if fraud or other financial crime is suspected.   **Legitimate interest** In certain situations, we will use your data to pursue our legitimate interests in a way which might reasonably be expected as part of running an e-commerce business. We will process personal data for the following legitimate interests: - where the processing of our customers’ browsing and purchasing history enables us to enhance, modify, personalise or otherwise improve our services and communications for the benefit of our customers. - to identify and prevent fraud and keep our services safe and secure - to better understand how people interact with our website - to improve our product selection and service based on your post-purchase feedback - to notify you within 24 hours if you left items in your basket For example: We will use your purchase history to tailor our products recommendations to best suit your interests both on our website and occasionally in our newsletters (but only if you’ve signed up to our mailing list). We will combine your browsing and purchasing data with all other customers’ data to analyse and identify shopping trends and areas for our improvement. A short time after you’ve purchased a gift from us, we will send you a request to review your shopping experience with us as well as products you’ve purchased to help other customers make more informed choices when shopping with us. ## Who has access to your information? Your personal data security is our priority. We will not sell trade or transfer your personal information to any third parties under any circumstances. We will not share your information with third parties for marketing purposes. This does not include trusted third party Service Providers who assist us in operating our website, conducting our business, or providing services to you on our behalf. For example: We use Mailchimp as our email marketing platform to enable us to send out marketing emails and we use different carrier companies to deliver your goods to you. Such trusted parties may have access to personally identifiable information on a need-to-know basis and we disclose only the personal information that is necessary to deliver the service. All third party service providers are contractually obliged to keep your information confidential.  All of our partners have confirmed they comply with all appropriate data protection laws. ## What data we might share with third party service providers? In order to be able to fulfil your order, and provide you with the best possible service, we may need to share your personal data with third party service providers for the following reasons: - In order to process your payment securely, and to check for potential fraud your personal data will be shared with our payment providers. - In order to deliver your order we will share your delivery address and may share your email and telephone number with our carrier so that you can be notified when your order is on its way. - In order to serve you with tailored product recommendations and personalised website and newsletter content your browsing & purchasing history is shared with Episerver, our third-party personalization platform. - In order to give you the opportunity to review the quality of our service and products your email and order details (products you ordered) will be shared with Reviews.co.uk to request your feedback. Feedback is optional and can also be given anonymously. - Only if you have consented, will you be subscribed to our email newsletter which will keep you updated regarding special offers, new products and other marketing information. You can unsubscribe at any time. - In order to advertise online we use something called “remarketing” which uses data from your past visits to our website to show you personalised adverts featuring products you have looked at on our site. We work with Google and Facebook to show our ads in this way. - In order to measure the effectiveness of our paid advertising, we use Google products such as Adwords but this does not provide us with any personally identifiable data. ## Keeping in touch through email marketing We operate our newsletter on a strict opt-in basis. We will not contact you for marketing purposes by email (or any other means) unless you have given your prior consent. You have a choice about whether or not you wish to receive information from us. You can sign up to our newsletter either by filling out a form when you see a pop-up on our website or by ticking a box at the checkout, when you’re making a purchase. We use a double opt-in sign-up system, which means that after signing up to our newsletter you’ll receive a confirmation email asking you to confirm subscription. This allows us to prevent unwanted or spam subscriptions. We use a specialist email advertising company called MailChimp, to send out our newsletter. We gather statistics regarding email opening and clicks using industry standard technologies to help us monitor and improve our e-newsletter. If you require more information, please see [MailChimp’s privacy notice](https://mailchimp.com/legal/privacy/). Our third-party partner Episerver, allows us to occasionally provide you with personalised content in our newsletter, based on your previous website visits. We do this on the basis of legitimate interest to provide you with product suggestions most relevant to you. We will not e-mail you in the future if you do not want us to do so. You can unsubscribe from our mailing list at any time by clicking the unsubscribe link at the bottom of any of our emails. You can also email us with your request at customerservice@greatbritishbrandsusa.com ## Abandoned Cart Emails If during the course of browsing our website you place products in your basket and provide us with your e-mail address but for some reason leave before you completed your purchase, we might send you an email notification just to check that nothing went wrong.  These emails are sent only once and are fully automated. If you receive such email from us, but don’t find them helpful and wish not to receive them in the future, simply click the “unsubscribe” button in the footer of the email or contact us by phone or e-mail. ## Feedback Requests It is our legitimate interest to learn whether you enjoyed using our website and what you think about the products you’ve purchased. Sometime after you’ve received your order we will contact you through our third party service provider Reviews.co.uk to ask to share your feedback with us. These messages do not include any promotional content and are not part of our marketing newsletter. If you wish to leave us feedback, it is visible on Reviews.co.uk’s website as well as in the footer of our website: [https://www.reviews.co.uk/company-reviews/store/greatbritishbrandsusa](https://www.reviews.co.uk/company-reviews/store/greatbritishbrandsusa). If you wish to leave any product reviews, these will then appear on those products’ pages.  When sharing your feedback you can either stay anonymous or give your first name or nickname. No other details will be shared.  ## Security of your data When you shop at Great British Brands USA and share some of your personal data with us, you can rest assured that we take every step to make sure we handle it securely. Our website uses end to end “https” technology across the entire site. Access to your data is password-protected and any sensitive information is encrypted and protected with 256 Bit encryption via TLS (Transport Layer Security). For example, all order information is encrypted and transmitted via Transport Layer Security (TLS/SSL) technology directly from your browser to our secure servers.  It is only accessible by those who are authorized to access such systems, and only then to carry out tasks allowed in the contract, legal consent or legitimate interests as mentioned above. Another example is, all supplied credit or debit card information is encrypted and transmitted via Transport Layer Security (TLS/SSL) technology directly from your browser to our payment gateway provider’s server only to be accessible by those who are authorized to access such systems and who are required to keep the information confidential. We do not ever see this information and the information never gets transmitted, seen or stored via our servers. ## Use of cookies 'Cookies' are small pieces of information sent by a website to your computer and stored on your hard drive to allow that website to recognise you when you visit, to save your preferences & give you relevant content.  Cookies do not collect personally identifiable information such as your name, address or payment details, but may be used to link your actions to your personal information, for example to link you adding a product to your basket & account so you can then check out. [Go to Cookie Policy page.](https://www.greatbritishbrandsusa.com/cookies-policy) ## Data Retention We will retain your personal data only for as long as is necessary and only for the purpose for which it was obtained. ## Your rights You are entitled to view, amend, or delete the personal information that we store on you. Email your request to our Customer Service department. If you have an account on our site, you can access your personal data by clicking on “My Account” in the website’s header, where you can update your personal data. To delete your account and all data it contains, please send a request to this effect to our Customer Service team. If you’d like to amend your e-mail newsletter preferences, simply go to “update subscription preferences” at the bottom of each of our marketing emails to update the data we hold or to unsubscribe . ## Review of this Policy We keep this Policy under regular review. This Policy was last updated on 1th Sep 2023. ## Cookies Policy ### What are cookies? Cookies are small text files that can be stored on your computer or mobile device when you visit a website. These files are typically used to hold your user preferences, to store important data as you browse the website (such as the contents of your shopping cart), or to find out if you have browsed the website before.As these files can only store small amounts of data there is nothing dangerous about the files themselves, but some companies may use the information to track what other websites you have visited or to build a profile of your general online behaviour. Great British Brands USA do not involve themselves in these activities. Cookies we use **don’t** collect or store any sensitive information such as your name, address or payment card information. ### What types of cookies are there? Great British Brands USA, like most e-commerce websites, uses a variety of cookies to help ensure that our website functions correctly and to provide information on how to improve our pages and marketing.  We sometimes use third party agencies to advertise and bring traffic to certain parts of the site, for example where we have a specific campaign. These cookies are placed by one of our third-party agencies to allow them to track the activities of visitors that that have come to the site from their adverts.  Our use of cookies can be broken down into four main categories: **Necessary & Functional Cookies: **Necessary cookies are essential to make a website work and enable features that users have specifically asked for. Without these cookies, these features of the website could not operate properly. For example, these cookies remember the contents of your shopping cart or whether you are logged in as you browse the website, and to record the items that you have placed in your wish-list so that you can refer back to them. Functional cookies automatically remember preferences that users have previously made in order to enhance their experience next time they visit a website. All visitors to our website will have a cookie called PHPSESSID set in their browser. This cookie doesn’t store any personal information on your device. Without this cookie, you would not be able to login, add to basket or purchase with us online. Another cookie called JSESSION ID is set from our server performance and health monitoring solution. This cookie alerts us if there is an internal issue with our servers that run our sites. This cookie does not contain any personal information and cannot be used to identify a customer. On most pages we also show customer reviews using our third party trusted partner reviews.co.uk. They may set a cookie called __cfduid which is used to count the number of times a review is viewed.  We also work with a specialist email company called Mailchimp to provide a sign up form for which you can sign up to our newsletter. This popup may set a cookie called _AVESTA_ENVIRONMENT which is only used to determine that the popup has been shown to a customer. **Statistics Cookies. **Statistic cookies help us understand how visitors interact with our website by collecting and reporting information anonymously.The data gathered allows us to check how many people visited our pages, how many visitors have been to our website previously, which links people have clicked most often on our pages, etc. It also helps us identify problems with our pages and advise on improvements that can be made to make them easier to use. All the information collected is anonymous and no personal data is recorded. We use Google Analytics for this purpose.  Statistics cookies Google uses on our website include _ga which is used to count the number of visitors, sessions and page views. Google also uses _gat to limit collection rates and _gid which is a session based cookie for the collection of pages viewed. These cookies are not personally identifiable as your full IP address is scrambled before being recorded.  We also use cookies from Google and Bing such as ads/user-lists, MUID & _uetsid in order to track purchases if you have visited us via a paid advert. This enables us to monitor the effectiveness of that ad and we will not use this data to target you in any way. Google's privacy policy is available at:  [https://policies.google.com/technologies/partner-sites/](https://policies.google.com/technologies/partner-sites). Bing's privacy policy is available at: [https://privacy.microsoft.com/en-gb/privacystatement](https://privacy.microsoft.com/en-gb/privacystatement) **Marketing Cookies**. We use cookies to provide a remarketing service through Google Ads and Facebook, which allows us to advertise specifically to internet users that have previously visited our website and to highlight products and services that we believe, may be of interest to them. This advertising method allows us to show adverts to users with different interests and demographics based on the information that Google or Facebook provide. We allow Google and Facebook to set their own cookies such as IDE, DSID, Fr, tr in order for this feature to work correctly.  You can review your consent for personalised ads in general if you have an account with any of the following: If you’d like to opt out of seeing personalised Google ads please go here: [https://support.google.com/ads/answer/2662922?hl=en-GB](https://support.google.com/ads/answer/2662922?hl=en-GB) To opt-out of seeing personalised ads on Facebook, please go to: [https://www.facebook.com/ads/preferences/?entry_product=ad_settings_screen](https://www.facebook.com/ads/preferences/?entry_product=ad_settings_screen) **Personalisation**.  We use cookies to store information about your site preferences and to personalise the website for you so that we can show you products you might like based on the products you’ve looked at before. These cookies are set and used by our service provider Episerver. These cookies include peerius_user & peerius_sess to be able to track the user journey and previous behaviour to be able to personalise content. peerius_rid is a cookie which tracks subsequent click through rates from the recommendations so we can analyse their effectiveness. The cookie peerius_ct is just a testing cookie.  Click the link below to see Episerver’s privacy statement: [https://www.episerver.com/about/privacy/trust-center/privacy/](https://www.episerver.com/about/privacy/trust-center/privacy/) ### How can cookies be managed or disabled? Our cookies will be stored automatically when you visit our website, based on our legitimate interest to provide you with the best possible service which you’d expect from an online retailer. You can easily change the way cookies are handled on your computer by adjusting the cookie settings within your internet browser. It is possible to manage which websites are allowed to create cookies on your computer as well as view or delete cookies that have already been stored.  There are many different internet browsers so we aren't able to give instructions on how to change the privacy and cookie settings in all of them, but we've provided links to the websites of the most popular browsers below.  Apple Safari: [https://support.apple.com/en-gb/HT201265](https://support.apple.com/en-gb/HT201265) Google Chrome: [https://support.google.com/chrome/answer/95647](https://support.google.com/chrome/answer/95647) Microsoft Edge: [https://privacy.microsoft.com/en-gb/windows-10-microsoft-edge-and-privacy](https://privacy.microsoft.com/en-gb/windows-10-microsoft-edge-and-privacy) Mozilla Firefox: [https://support.mozilla.org/en-US/kb/cookies-information-websites-store-on-your-computer#w_cookie-settings](https://support.mozilla.org/en-US/kb/cookies-information-websites-store-on-your-computer#w_cookie-settings) **Please note:** Blocking all cookies from Great British Brands USA will prevent the Shopping Cart from functioning correctly and you will be unable to place an order through the website.  You can also manage some cookies through websites like  [Network Advertising Initiative ](https://networkadvertising.org/managing/opt_out.asp), which allows you to opt-out from selected cookies.  [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/cookies.md) Official source: [https://www.greatbritishbrandsusa.com/privacy-policy](https://www.greatbritishbrandsusa.com/privacy-policy) ## Public agent access policy This public catalogue is intended for product discovery and general help. Product facts, prices, images, stock and policies should be attributed to the linked store page and treated as changeable. Agents may help customers find products and explain public policies. Agents must not log in, add to a cart, submit checkout, handle payment details, access order history or request credentials. AI answers and citations are permitted; this document does not grant permission to use the content for AI training. [Individual Markdown document](https://www.greatbritishbrandsusa.com/llms/help/agent-policy.md) Source: Generated public guidance; no CMS policy text is available for this document.