🛒 Ordering

Q: How do I place an order?
A: Simply browse our website, add your favourite items to the cart, and proceed to checkout. You’ll be prompted to enter delivery and payment information to complete the purchase.

Q: Can I change or cancel my order after placing it?
A: If your order hasn’t been processed yet, we may be able to make changes or cancel it. Please contact us as soon as possible at support@desiibasket.com with your order number.

Q: Are all products always in stock?
A: All products are subject to availability. If an item you ordered is out of stock, we may contact you to suggest a suitable substitute. You can choose to accept the substitute or request a refund for the unavailable item. If you'd prefer no substitutions, please leave a note at checkout.


🚚 Shipping & Delivery

Q: Do you deliver across the UK?
A: Yes, we deliver across the UK Mainland. Deliveries to Northern Ireland, Scottish Highlands, Channel Islands, and other remote areas may take longer and incur additional delivery fees.

Q: What are your delivery charges?
A:

  • Standard Delivery (2–4 working days): £5.99

  • Express Delivery (1–2 working days): £8.99

  • Free Standard Delivery on orders over £30 (UK mainland only)

Q: How long does delivery take?
A:

  • Standard Delivery: 2–4 working days

  • Express Delivery: 1–2 working days
    Delays may occur during peak seasons or due to courier issues.

Q: Do you offer same-day or local delivery?
A: In some postcodes, yes. Local delivery availability and pricing will be shown at checkout if your postcode qualifies.


📦 Tracking & Delivery Issues

Q: How can I track my order?
A: Once your order has been dispatched, you’ll receive a confirmation email with a tracking number and courier link.

Q: My package hasn’t arrived. What should I do?
A: Please allow the full delivery window (up to 4 working days for standard delivery). If your order hasn’t arrived after that, contact us at support@desiibasket.com with your order number.

Q: I received the wrong or damaged item. What now?
A: We're sorry! Please email support@desiibasket.com within 48 hours of delivery with your order number and clear photos. We’ll arrange a replacement or refund as appropriate.


🔁 Returns & Refunds

Q: Can I return a product?
A: Yes, returns are accepted within 7 days of delivery for unused, unopened items in their original packaging. Perishable items, such as fresh produce or dairy, are non-returnable unless damaged or incorrect.

Q: How do I request a refund?
A: Email support@desiibasket.com with your order number and reason for return. If approved, we’ll guide you through the return process and issue a refund to your original payment method.

Q: Who pays return shipping?
A: If the return is due to our mistake (e.g. wrong or damaged item), we’ll cover return shipping. Otherwise, customers are responsible for return postage.


💳 Payments & Security

Q: What payment methods do you accept?
A: We accept most major UK payment options including:

  • Debit/Credit Cards (Visa, Mastercard)

  • PayPal

  • Apple Pay

  • Google Pay

Q: Is my payment information secure?
A: Yes. Our site uses SSL encryption and secure payment gateways to protect your personal and financial data.


🛒 Product Information & Substitutions

Q: Can I request specific brands or avoid certain ones?
A: Yes, feel free to leave specific instructions in the order notes section at checkout. We'll do our best to follow them.

Q: What if a product I ordered is unavailable?
A: If an item is out of stock, we may contact you to offer a substitute of equal or higher value. If we don’t hear back, we may refund the unavailable item.

To avoid substitutions, please leave a note at checkout saying "No substitutes".


🎁 Discounts & Promotions

Q: How do I apply a discount code?
A: You can enter your promo code in the discount field during checkout. The discount will automatically apply if valid.

Q: Do you offer bulk or wholesale discounts?
A: Yes, for bulk or wholesale enquiries, please email sales@desiibasket.com.


📞 Customer Service

Q: How can I contact you?
A:
📧 Email: support@desiibasket.com
📦 Order queries: Include your order number and a brief description
📆 Our team typically responds within 1–2 business days