Frequently Asked Questions

Your Order?

  1. How can I order?
    1. Please add item to basket
    2. Log in to account and follow the instruction
    3. Or Log in to account and add items to your basket and follow the steps
    4. You can place in an order via emailing us or send us a message on Facebook messenger, Whatapp or Viber with your phone number, we will get back to you to confirm the order.
  1. I need help placing my order. Can I speak to someone on the phone?
    1. You can always give us a call, email or send us a message on Facebook messenger, Whatapp or Viber.
  1. How do I cancel or modify my order?
    1. Please log into account and cancel the order before items despatched
    2. Ring us early as possible we would happy to help to cancel your order
    3. Your order cannot be cancelled once despatched but you can inform the driver you no longer required the items, if you paid by card refund process will initiated once goods return to warehouse
  1. Will all of my goods be sent at the same time?
    1. Yes, in case if any of the items not available we will inform you in advance and re arrange free delivery for remaining goods once stock become available
  1. I want to buy a particular item but it is showing as out of stock. Will it return to stock soon?
    1. Yes, as all stocks come from United Kingdom. This may take some times but we are working our full strength to make all items available all the time or within very short period of time.
    2. If you leave us a message we will inform you once goods become available
  1. How do I return an item?
    1. Simple, Ring us, message us or inform the driver. We will arrange collection or return your items
  1. What do I do if an item is missing from my parcel?
    1. Let us know early as possible, we have strict CCTV monitored and controlled packing and despatch facility, we will rectify the error and arrange refund or re deliver accordingly.

Payments

  • What payment methods do you accept?
    1. Online payment by card or PayPal
    2. Credit and Debt Card payments
    3. Bank deposit or Transfer
    4. Cash on Delivery orders under Rs 10,000.00
  • Can I pay by credit or debt card?
    1. Yes we accept all major credit and debt
  • Do you accept bank transfer or deposit?
    1. Yes, please transfer online or deposit invoice total with invoice reference number.
  • Can I Pay by Pay Pal?
    1. Yes, Please follow the steps and at the check out please select ‘Pay Pal ‘ payment option
  • Can I pay cash on delivery?
    1. Yes, Please choose option at the check out
  • Do you accept cheques?
    1. Unfortunately we do not accept cheques
  • Can I a pay in instalments?
    1. This option currently not available, once option become available we will notify you. Please leave us your details we will come back to you.

Returns, Exchange and Refunds

  1. What are the Return, Exchange and Refunds policy?
    1. You can of course return your order, or part of it, for any reason within the specified period of time after delivery (table below)
    2. They must be in their new, original condition for re-sale at full value. Please note unwanted personalised or made to order items and special orders can not be returned, exchanged or refund
    3. We will refund your product cost and postage cost if your whole order is returned. We are unable to refund postage and courier cost if only part of the order is returned
    4. Damaged or faulty goods will fully refund with postage cost or will re arrange delivery with replacement.
    5. We reserve the right to refuse returns or to charge you our fees and expenses if the product is not received in new, unopened condition
    6. We are very happy to exchange any product if it is in original condition as describe above (e) to any other product of your choice, with same value or with additional payments if its dearer or if the price cheaper difference will refund.
    7. You must furnish your proof of purchase on return, refund or exchange request can either be your delivery note, confirmation email or invoice or refund authentication reference.
    8. Refund will only be made via bank transfer, cash deposit to the bank or by cheque only. No cash refund will be available unless a special circumstance in Colombo 1-15 only

 

  1. What you can return and when?
Product Return Period
Electronics, perfumes, cosmetics or health & beauty products including baby products  where the seal or packaging has been opened

Not available, unless faulty

 

Perishable goods (e.g. Cold food, Frozen food, Dry food, confectionery and drinks) Not available.  unless faulty, expired orDamaged on delivery (must present and return with same the driver)
Made to order, Personalised or special orders Not available.  Unless faulty, expired or Damaged on delivery (must present and return with same the driver)
All other products Within 7 days of delivery

 

  1. How long it takes to refunds?

Cash on deliver return on same delivery driver will refund same time

Credit or debit card payments will take 3-5 working days upon funds clear from your bank

Online bank transfer will refund with 3 working days of cash received from your bank.

Cash deposit to bank will be refunded either by cheque or bank transfer within 3-5 working days.

International transfers may incur fee before refund only if refund request agreed

 

  1. How do I return goods?

Simply hand back the unwanted damaged goods to the driver. Or if driver has left or if within 7 days of purchase, please get in touch with us, we will arrange collection of goods and refund accordingly.

Home Delivery Information

  1. How much does delivery cost?

Colombo 1-15 Rs 200.00 and Colombo Suburbs Rs 250.00 of flat fee, Nation wide delivery fee varies, starting price is Rs 300.00 . Please see delivery fee details on our web

To check all the delivery charges please click

Delivery Charges

*International Delivery charges may vary with volume and mean of transport.*

  1. What type of delivery options available

Within Colombo Limits and suburbs Britannia.lk Special delivery  service Nationwide delivery by Local currier International delivery (Sea/Air)

  1. When will I receive my home delivery order?

–           Either you can choose specific date and time to be delivered or Within Colombo 24 hours

–           Colombo Suburbs within 48 hours

–           Nationwide within 3-5 working days (next day delivery available with additional cost for orders placed before 11am)

–           International delivery by sea within 35 days (delay may occur if shipping schedules changed due to unforeseen  circumstances)

–           International delivery by Airfreight within 7-10 working days (custom and clearance fee may apply)

  1. How do I track my home delivery order?

Either you can choose specific date and time to be delivered (additional fee may apply) of once despatch you can track the driver with your order details

  1. When do you normally attempt deliveries?

Monday to Friday Delivery between 1000 – 1900hrs

Saturday and Sunday between 1000 – 2000hrs

  1. What happens if I’m not home and delivery is attempted?

Goods will return to depot and will attempt next day, we strongly advise to inform us early as possible if you are not able to be at home.

  1. How can I change delivery address?

Please log on to your account and edit delivery address, you can also save multiple address on the account and choose required  address during the process or ordering.

  1. Can I get delivered to someone different address?

Yes, please amend your delivery address during the process of purchase or ring us before despatch your order.

  1. Can I get bulk quantities?

Yes please fill the form or ring us to discuss your requirement

  1. Can I get direct orders from UK

Yes please fill the enquiry form, email or ring us to discuss

  1. Can I order from Facebook?

Yes please send us full details via Facebook messenger, once we  received we will send you the invoice, once you agreed the payment method we will dispatch your order

  1. Can I order by phone or WhatsApp or Viber ?

Yes please ring us on mobile or WhatsApp or viber , also you can text the order details. We will then send you the invoice, once the  payment agreed we would dispatch your goods

  1. Do you do gift-wraps?

Yes, please select gift wrap option during the process of purchase, or ring us before your order despatch the where house (48 hour  notice required)

  1. Can I get delivered on a specific date and time

Yes, special delivery can be arranged with additional cost

Account

  1. How to create new account Please follow the steps on “ Register”

 

  1. Can I buy without account Yes Please check out, as Guest but You need to provide us Personal details, Contact details and Delivery details

 

  1. How can I deactivate account Please Request to deactivate or delete your account by sending us a email or get in touch directly.

 

  1. How to unsubscribe our newsletters and promotions Please choose your preferences at the marketing and communication option on your account settings

 

  1. How to change my account details Please Sign into your account and change accordingly
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