Return Policy

Last updated: 5 October 2026

We choose every product with care and want you to be happy with your order. This policy explains what we can and cannot do if you need to return something. We do not give cash refunds. We offer a swap for items held in stock in Colombo, and we fix problems with damaged or wrong items. By placing an order with The British Shop you agree to this policy.

1. Pre-orders and quotes from the UK or Paris: no refunds

Many of our products are not kept in stock. They are pre-ordered, or ordered for you from a quote we give you, and then personally selected and imported for you from the UK or from Paris.

Delivery time: pre-orders may take up to 10 working days to be delivered, counted from the day we confirm your order. Delivery times are an estimate and can be affected by suppliers, customs and couriers. A delay on its own does not entitle you to cancel or to a refund, but we will keep you informed. If you need it sooner, you can pay extra to have your pre-order sent with an international courier such as FedEx, UPS or DHL: ask us for a quote when you order.

Because each of these items is bought and imported specially for you, and we pay the purchase price, shipping, customs duty, import taxes and handling in advance, pre-orders and quoted orders are not eligible for a refund, cancellation or exchange once you have confirmed the order and paid, or paid a deposit. Please check the product, size, shade and quantity carefully before you confirm.

The only exceptions are in section 3 (damaged, defective or wrong items).

2. Stock held in Colombo: no refund, but we will swap it

For items that we hold in stock in Colombo, we do not offer refunds. If you change your mind or the item is not right for you, we will gladly swap it for another item. To qualify, contact us within 7 days of receiving the item, and make sure that:

• the item is unused and unopened, in its original condition and packaging, with all labels and seals intact;
• it is not a skincare, make-up, hair care, fragrance, vitamin, supplement, protein or other health or personal-care product that has been opened, tried or had its seal broken (for hygiene and safety we cannot swap these); and
• it is not a gift set, special-edition or sale item that we marked as non-exchangeable.

You can choose any other item in stock. If the new item costs more, you pay the difference. If it costs less, we will agree with you another item to make up the value, as no cash is returned. Delivery charges, customs and import costs already paid are not refunded, and you cover the cost of sending the item to us unless the mistake was ours.

3. Damaged, defective or wrong items

If your order arrives damaged, defective, expired or different from what you ordered, we will put it right. This applies to every order, including pre-orders and quoted orders. Please:

1. contact us within 48 hours of delivery by email at Contact Us or WhatsApp on ;
2. send your order number and clear photos of the item, its label and the outer packaging (a short video of the parcel being opened also helps); and
3. keep the item and all packaging until we reply.

After we confirm the problem, we will send a replacement or swap it for another item. We refund the affected item only if a replacement is not possible, as confirmed by our supplier. We do not cover damage caused by use, storage or handling after delivery.

4. Cancelling an order

You can cancel an order for in-stock items before it is dispatched by contacting us as soon as possible. Once an order has been dispatched, or if it is a pre-order or quoted order, it cannot be cancelled (see section 1).

5. How to return an item

1. Contact us first at Contact Us with your order number and the reason. Please do not send anything back before we agree.
2. We will confirm whether the return is accepted and tell you where to send it.
3. Pack the item securely in its original packaging. We cannot be responsible for items lost in return transit, so please use a tracked service.

6. Refunds

As explained above, we do not refund pre-orders, quoted orders or stock held in Colombo. A refund is considered only for an item that arrives damaged, defective or wrong and cannot be replaced (section 3). If we approve one, it is paid back using the method you paid with, within 14 days. Exchange-rate differences are not refunded.

7. Your statutory rights

Nothing in this policy limits your rights under the laws that apply to you, including your rights to receive goods that match their description and are of satisfactory quality.

8. Contact us

The British Shop, Hudson House, Station Drive, Epsom, Surrey, KT19 8DL, United Kingdom.
Email: Contact Us
Telephone / WhatsApp: