Frequently Asked Questions Ordering & Delivery

Do you ship internationally?

Unfortunately, due to ongoing challenges exporting from the UK, we are no longer able to fulfil overseas orders.

Which courier do you use?

We send all of our UK orders using Royal Mail.

How quickly will my order be dispatched?

We aim to dispatch all orders within 1–2 working days.

Do you offer next-day delivery?

Yes. We offer a next-day delivery option at checkout. Please note that orders must be placed before our daily cut-off time for next working day dispatch.

Do you ship internationally?

Yes. We ship to a range of international destinations. Shipping options and costs are calculated during checkout.

Do you dispatch orders on Saturdays?

No. We dispatch orders Monday to Friday only, excluding Bank Holidays.

Will I receive tracking information?

Yes. Once your order has been dispatched, you'll automatically receive your Royal Mail tracking details by email.

My tracking hasn't updated. What should I do?

Please allow up to 24 hours after receiving your dispatch email for the tracking information to update.

If there is still no update after 24 hours, please contact us and we'll be happy to investigate.

When is a parcel considered lost?

Royal Mail considers parcels lost after 10 working days from the expected delivery date.

If your parcel reaches this point, please contact us and we'll help resolve the issue.

What happens if my parcel is delayed?

Occasionally deliveries can be delayed due to circumstances outside our control.

If we become aware of any delays, we'll let you know where possible. Royal Mail may also provide updates through your tracking information.

My parcel was delivered to a safe place but is now missing. What should I do?

If Royal Mail has confirmed your parcel was delivered to a nominated safe place but it is missing, please get in touch with us.

I entered the wrong delivery address. What happens?

If your order hasn't yet been dispatched, please contact us as soon as possible and we'll do our best to update the address.

If the parcel has already been dispatched and is returned to us, you'll need to pay the postage cost for us to resend your order.

What happens if my parcel is returned to you?

If your parcel is returned to us, we'll contact you.

You can choose either:

• A refund (less the return postage costs), or
• To have the parcel sent again, with the cost of the new postage payable before dispatch.

Can I change or cancel my order?

Yes, provided your order hasn't been dispatched.

Please contact us before 9:00am on the next working day after placing your order and we'll do our best to make the requested changes.

Can I cancel my order after it has been dispatched?

Once your order has been dispatched, we're unable to cancel it.

You'll need to wait for the parcel to arrive before arranging a return where applicable.

Can I return food and drink products?

For food safety and hygiene reasons, we cannot accept returns of food or drink products that have been opened.

If your order arrives damaged, faulty, or you've received the wrong item, please contact us as soon as possible and we'll work with you to resolve the issue.

If you've changed your mind about an unopened food or drink product, please contact us before returning it so we can advise whether a return is possible under our returns policy.

Can I return skincare products, such as sunscreen?

If you've changed your mind, you can return unopened skincare products within 14 days of receiving your order.

For hygiene reasons, we cannot accept returns of products that have been opened, unless they are faulty.

If your sunscreen or skincare product arrives damaged or you believe there is a manufacturing fault, please contact us as soon as possible with photographs so we can investigate.

My product doesn't look exactly like the photos. Is this normal?

Many of our products are made using natural ingredients. This means there may be slight variations in colour, texture or appearance from batch to batch. These natural differences do not affect the quality or intended use of the product.

How long do I have to return an item?

You have 14 days from receiving your order to notify us that you'd like to return an eligible item.

Who pays the return postage?

If the item is faulty, damaged or we've sent the wrong product, we'll cover the return postage.

For all other returns, the customer is responsible for the return postage costs.

My order arrived damaged. What should I do?

Please contact us as soon as possible after receiving your order so we can investigate and put things right.

Do you need photographs of damaged items?

Yes. We ask that you provide clear photographs of the damaged product and its packaging. This helps us investigate the issue with Royal Mail where necessary.

I don't like the taste. Can I return the product?

Taste is personal, so we're unable to accept returns simply because you don't enjoy the flavour.

Many customers enjoy using our products in different ways, such as adding them to soups, sauces, stews, smoothies or other recipes instead of drinking them on their own.

I ordered the wrong product. What should I do?

Please contact us as soon as possible.

If you let us know before 9:00am on the next working day, we'll do our best to amend your order before it's dispatched.

If your order has already been sent, you'll need to wait for it to arrive and return it at your own cost, where eligible.

Can I collect my order?

No. We're an online business and do not currently offer order collections.

Do you offer subscriptions?

Yes. We offer subscriptions on a selection of our products, making it easy to receive your favourites regularly while saving money.

Can I use more than one discount code?

No. Only one discount code can be used per order.

Do you sell gift cards?

No. We do not currently offer gift cards.

Where do I send returns?

Please send authorised returns to:

Boil and Broth t/a British Broth Company
Unit 9 St Patrick's Industrial Estate
Station Road
Shillingstone
Dorset
DT11 0SA