Concierge Shopping Service — We Buy from UK Retailers on Your Behalf

Sometimes shopping from UK retailers directly is not straightforward — your international payment card may not be accepted, a retailer may not offer international checkout, or you simply need someone to handle the purchase on your behalf. Send2Hub's Concierge Service is the solution. Tell us what you want to buy, we purchase it from the UK retailer, receive it at our Stoke-on-Trent warehouse and forward it to your address anywhere in the world — all managed through your Send2Hub account.

The Concierge Service is also known as our Shop & Ship service. For a full overview of how personal shopping assistance works at Send2Hub, visit our Shop & Ship service page.

How the Concierge Service Works

Step 1 — Log in and complete the Concierge request form — once logged in to your Send2Hub account, navigate to the Shop&Ship tab and complete the online form with the retailer name, product URL, size, colour, quantity and any other relevant details. The form automatically calculates the Concierge service fee based on your order value.

Step 2 — Pay for your order — pay for the item cost plus the Concierge service fee directly through the form. Payment is processed securely before we place your order with the retailer.

Step 3 — We purchase and receive — our team places the order with the UK retailer on your behalf. The item is delivered to our Stoke-on-Trent warehouse where it is automatically photographed, weighed and measured on arrival and registered to your account.

Step 4 — Pay for outbound shipping and await delivery — once your item arrives, you pay for international shipping based on the actual weight and dimensions of the parcel — calculated automatically by our system. Choose your preferred carrier and service level, complete payment and await delivery to your door. Use our shipping cost calculator to estimate outbound costs before placing your request. You can also hold your item in free temporary storage and consolidate it with other purchases to save on shipping costs.

Important — Please Read Before Requesting

UK retailers only — we purchase exclusively from retailers that are UK-registered businesses. We do not purchase from overseas sellers, international marketplaces or third-party sellers based outside the UK, even if they sell on UK platforms.

Fulfilled from UK only — the item must be stocked and dispatched from within the United Kingdom. Please confirm before submitting your request that the retailer ships from a UK location. We cannot process orders where goods are dispatched from outside the UK — if an item is fulfilled from an overseas warehouse, it does not qualify for the Concierge Service.

No overseas shipments accepted — all goods purchased through the Concierge Service must be delivered by the retailer to our UK warehouse in Stoke-on-Trent. We do not accept goods arriving at our warehouse from outside the United Kingdom under any circumstances.

If you are unsure whether a retailer or product qualifies, contact us before placing a request and we will advise you.

Who Is the Concierge Service For

International shoppers whose cards are not accepted — many UK retailers only accept UK-issued payment cards. If your international card is declined at checkout, our Concierge Service purchases the item on your behalf.

Shoppers without a UK account — some UK retailers require a UK billing address or a UK account to complete a purchase. Send2Hub's Concierge team can purchase on your behalf without these restrictions.

Buyers of limited edition or high-demand items — if you need to act quickly on a limited release, exclusive collaboration or high-demand product, our Concierge team can place the order promptly on your behalf once payment is confirmed.

Customers who prefer a managed service — if you would rather hand over the entire purchasing and forwarding process to a trusted team, the Concierge Service handles everything from purchase to delivery.

Concierge Service Fee

A Concierge service fee of 3% of the item purchase price plus a £5.00 flat fee applies to all orders placed through this service. The fee is calculated automatically when you complete the Concierge request form in your account — no manual calculations required. Outbound international shipping is charged separately based on the actual weight and dimensions of your parcel once it arrives at our warehouse. Use our shipping cost calculator to estimate outbound costs in advance. See our pricing page for full details.

Frequently Asked Questions

How do I place a Concierge order?

Log in to your Send2Hub account, navigate to the Shop&Ship tab and complete the online request form. Provide the retailer name, product URL, size, colour and quantity. The form automatically calculates the service fee — pay for the item and fee to confirm your order. No need to contact us separately.

Can you buy from any UK website?

We purchase from UK-registered retailers only, provided the item is stocked and dispatched from within the United Kingdom. We do not purchase from overseas sellers or any retailer whose goods are fulfilled from outside the UK. If you are unsure whether a retailer qualifies, contact us before submitting a request.

When do I pay for outbound shipping?

Outbound shipping is paid separately once your item arrives at our warehouse and its actual weight and dimensions have been measured automatically. You select your preferred carrier and service level in your account and complete payment before dispatch. Use our shipping cost calculator to estimate costs before placing your Concierge request.

What if the item sells out before my order is placed?

We place your order as soon as payment is confirmed. For high-demand or limited edition items, complete your request and payment as quickly as possible to minimise the risk of the item selling out. If an item becomes unavailable after payment, we will contact you to arrange a full item refund. Our Shop&Ship fee is not refundable.

Can I consolidate a Concierge purchase with my other Send2Hub parcels?

Yes. Items purchased through the Concierge Service are registered to your Send2Hub account and can be consolidated with any other parcels before international shipping — helping you reduce delivery costs significantly. Learn more on our parcel consolidation page.

What if the item I receive is faulty or not as described?

Every item received at our warehouse is photographed on arrival so you can verify its condition before we ship it to you. If an item is visibly damaged or incorrect, we will contact you to discuss next steps before forwarding. Retailer return policies apply for faulty goods.

Not yet registered? Create your free Send2Hub account to access the Concierge Service. Questions? Get in touch with our team.