Delivery Queries

I live outside of the UK; can I still place an order?

Yes, we can deliver orders to almost any location outside of the UK mainland via our international delivery service. The price of this service depends on the weight of the order, as well as the delivery destination.

To place your order, please proceed as normal and enter your delivery address as accurately as possible. A member of our team will contact you shortly after your order is submitted to take payment for the additional delivery and refund VAT where applicable.

Please contact our customer service team for a quote or any further information regarding international delivery.

When is my order likely to arrive?

Green and Guest customer orders that are dispatched via our Standard Delivery Service should be delivered within 3 – 5 working days. If your order was placed more than 5 working days ago, and has still not been delivered, please contact our customer service team, quoting your order number, who will investigate the delay with your order.

If you are a Gold customer and want to check the status of your online order, please contact the Pick, Pack and Deliver Coordinator at your local store.

Where is my delivery note?

We enclose a delivery note and our returns policy with every order, they are inserted in the delivery wallet on the outside of your parcel. Please ensure that you retain these documents just in case you need to return any part of your order.

Can I upgrade to next day delivery?

At present, we don’t offer a next day delivery service; as such we cannot guarantee that your order will arrive any sooner than 3 – 5 working days as stated within the Standard Delivery terms.

If your order is urgent, please feel free to contact our customer service team who will be happy to assist where possible.

If you are a Gold customer, please contact the Pick, Pack and Deliver co-ordinator at your local store.

Membership & Account Queries

How do I apply for a membership card?

You may apply for a membership card online by following this link .Alternatively, you may apply for a membership card at the Reception desk of any Country Baskets branch.

To qualify for a gold card you must be a trader and be able to provide proof of your business or a customer who has reached a spend of £2,000. If you are interested in opening or upgrading to a Gold account, please either email us at customer service team or visit a Receptionist at your local Country Baskets branch.

What is the difference between Green Card and Gold Card membership?

Both Green and Gold Card membership allow access to our inspirational products, demonstrations and great offers. However, we reserve our Gold Card membership for Trade customers who can supply proof of their business or customers who have reached a spend of over £2,000, plus there is a new website for Gold customers at cbgold.co.uk.

I have lost my membership card; how do I get a new one?

If your membership card has been lost or stolen, don’t worry. The reception team in your local store will be happy to issue a replacement – simply quote your name, address and email address when you next visit the store. Alternatively, please contact our customer service team who will be happy to send you a replacement card upon receiving these details.

I am a member and can’t access my account?

If you can’t access your online account, it’s most likely that we just need to update your details. Please contact our customer service team, quoting your membership number (if known) and the email address that you normally use to access your account.

I have registered online; will I receive a membership card in the post?

In the interest of the environment, we don’t automatically send a membership card out to all customers who register online as many of our customers will shop online only.

However, if you would like to visit you local store, simply quote your membership number to the reception team when you arrive, where you will be issued with a membership card immediately.

I’m a Gold customer but it say’s I’m Green when I login?

If your account states that you are a Green customer, but you are in fact Gold, it is most likely that we just need to update the details on your account. In order to do so, please contact our customer service team, with your membership number (if known), business name and the email address you use to access your account.

Do I need to be a member to shop with Country Baskets?

To shop in a Country Baskets store, you must first become a member. However, this is free of charge and couldn’t be easier. To register in store, simply visit the reception desk where you will be issued with a membership card. Alternatively, click here to register online.

How many people can I bring into your store on my card?

You may bring three visitors in on your card or alternatively they can apply for their own card when visiting the store with you

Is Country Baskets trade-only?

Country Baskets operate a two-tier membership scheme – Gold and Green. Our Gold members are trade customers who must provide evidence that they meet the criteria of Gold membership in order to benefit from trade prices and other exclusive benefits.

Our Green customers, on the other hand, don’t need to provide any evidence and can register for free membership here, providing access to thousands of products at great prices, both in store and online.

How do I remove my email address from your mailing list?

We’re sorry to hear that you no longer wish to receive our promotional emails. You can request for your email address to be removed from our mailing list by hitting the ‘unsubscribe’ link at the base of any promotional email. Alternatively, please contact our customer service team who will be happy to remove it.

How do I change the details on my account?

The personal details associated with your account are protected and as a result can only be amended by you or at your request by a member of our customer service team. You can change these details in the ‘Account Information’ section of your online account. Alternatively, please contact our customer service team who will be happy to change your details.

Could you please send me a duplicate invoice?

If you require a duplicate invoice for a previous purchase, please contact our customer service team stating the order or invoice number and your membership number (if known) as well as your name, address and the approximate purchase date.

Order Queries

Can I amend or delete an order after it has been placed?

All online orders are processed immediately after they are submitted in order to ensure they are dispatched to you as quickly as possible. As a result, orders cannot be amended once they have been placed. If you want to add an item to your order you will have to place a separate order.

However, if you no longer require items that you have ordered or wished to cancel the order, you can return it in part or in full using the free returns label (available via your online account dashboard). Once the returned items are received, a member of our team will be in touch to refund the purchase.

Has my order gone through?

Upon successfully placing your order, you should receive confirmation via email and the order status should read ‘processing’, meaning it is being handled by our distribution team, or ‘complete’, meaning the order is now packed and in the hands of our couriers.

However, if your order status reads ‘pending’ the order has not been successful and will not be processed. Should you wish to proceed with a ‘pending’ order, please hit the ‘re-order’ link on your account dashboard.

There is a problem with my online order, what do I do?

If your order is damaged or there are items missing from your order, please contact us via our website; https://www.countrybaskets.co.uk/contact-us; include your order number, membership number and any further details. We will aim to resolve any issues as soon as we can.

I can’t reach the payment stage for my online order?

If for any reason you are unable to reach the payment stage of the order process, please ensure that all fields are complete and that your contact and address details are correct. If you are still unable to proceed to the payment stage, please contact our customer service team who will be happy to assist.

How do I use my online voucher/promotional code?

To claim your online voucher or promotional code, click the ‘view your basket’ link when you are ready to submit the order, once you are happy to proceed enter the code in the field that reads ‘Do you have a voucher code?’

If the code has been successfully applied, a message will appear to confirm this and the discount will show in the order summary. If the voucher or promotional code is not successful, an error message will display to this effect. In this case, please contact the customer service team who will be happy to assist.

I put the wrong address on my order; what should I do?

If you have entered your address incorrectly when submitting an order, please contact our customer service team and state your order number and the correct delivery address, who will arrange for the order to be redirected as quickly as possible.

Can I place an order online and collect it from my local store?

If you are a Green customer, your online orders are processed and dispatched centrally; as a result Country Baskets do not currently operate a ‘click & collect’ service.

However, if you would like to have items picked and reserved to collect, please feel free to contact your local store, who will be more than happy to assist where possible.

Finally, if you are a Gold customer, your order will be processed by your local store. Therefore, should you wish to collect the order, please inform the store team when they contact you for payment.

Product Queries

I can’t find the item I need on the website?

If, for any reason, you can’t find the item you require on the website, please get in touch quoting as much information as possible to describe the item, including whether you have bought this item from us before. Our customer service team will be more than happy to assist and locate the item/s if available.

Can you send me a product sample?

Whilst we cannot send free product samples, we are happy to refund any item that you have purchased online if it is not suitable or you are not entirely satisfied. For further information, please see our returns policy.

How do I return an item I purchased online?

We hope you are completely satisfied with your online purchase. However, if for any reason you have changed your mind, or are not entirely happy with an item that you have received, you can return it to us, in an unused and saleable condition within 14 working days of receiving the order for a full refund. Conditions may apply, so please contact our customer service team if you have any questions.

For more information about how to return items, please see our returns policy.

Returns, Refunds and Cancellations

My order has arrived and there are items missing, damaged or an incorrect item has been sent?

We are sorry to hear that there has been an issue with your order and would like to apologise for any inconvenience that may have been caused.

In order for us to resolve this, please let us know exactly what was wrong with the order by contacting our customer service team, who will work to amend the issue immediately.

I sent my order back and still haven’t received a refund?

If you have posted goods back to us and have not received a refund after 14 days of postage please contact our customer service team. Please note that If we have not received your goods and you have obtained a Royal Mail proof of postage certificate you will need to claim from the Royal Mail. You can do this via their web form at Royal Mail Claims . Refunds for returned goods are processed to the account by which you paid. Please note that if you paid by debit or credit card; depending on who you bank with; it can take up to 5 working days for you to see a refund in your account.

Can I get a refund in-store for an item I purchased online?

Yes, items purchased online can be returned to your local store if convenient and adhering to our online returns policy.

Store Queries

What are your opening times?

Opening times can vary between our stores, please visit our branches page for the opening times of your local store.

Are children welcome in store?

Yes, children are welcome in all of our stores under adult supervision.