Shipping & Returns
We ship UK orders using Royal Mail. At the checkout page you will have a choice between 1st Class, 2nd Class or Special Delivery post. Pick the option depending on the value of your order and the timing you’d prefer. Special Delivery post means your package will arrive the following day, fully insured up to £500 and you will have a tracking number.
If you are local to our base, Stroud, Gloucestershire, we would be happy to offer a free local collection to save you on shipping fees.
We aim to dispatch all orders made before 12pm GMT on the same working day. However, at busier times, some orders may take up to two working days to be dispatched. We use Royal Mail to fulfil all of our shipping, however we may be able to use other couriers for some deliveries upon request.
For environmental reasons, we do not send out paper invoices with UK and EU orders.
- Delivery Time
Delivery times are estimated from the date of dispatch. If you live in the UK and would like to receive your tea as soon as possible, then please select an express delivery option at checkout. Shipping times may vary depending on the destination of your order.
For international orders, please allow up to 28 working days for your delivery to arrive. If your item does not arrive within that time then please contact us.
If you are concerned about shipping, or are making an order over £100, please consider using the tracked delivery options available.
We aim to ship your order out as quickly as possible. It will either go out on the same day of the order or the following morning. Our international postage options are split into 3 World Zones, as per the system of our Royal Mail couriers. We offer either a fully insured, tracked service or an economy service which is much cheaper. We sincerely recommend using the tracked option if your order is of a high value, as it is the most secure option for shipping. Unfortunately the economy option, while cheap, does not have a tracking mechanism and only offers minimal insurance (£20).
During the checkout process our postage system will automatically give you the correct prices depending on your location. The 3 World Zones are as follows:
- World Zone 1 - Countries in South America, Countries in Africa, Countries in the Far & Middle East, Countries in South East Asia
- World Zone 2 - Australia, Singapore, New Zealand.
- World Zone 3 - USA Mainland
We can also offer a pre-arranged courier with any customer as they wish. If for example DHL, UPS, DPD or other courier offers you the best shipping experience, we would be happy to arrange this type of delivery with you. Rest assured we will offer you the exact price of the courier and will not make any profit on any shipping cost.
Depending on the destination, some international packages may be stopped and checked at customs. This can lead to delays in delivery and may result in a customs charge. Unfortunately, we cannot be responsible for paying any customs charges incurred, nor can we cannot accept returns due to refusal to pay customs charges.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Unless the result of our error, all loose tea and teaware products are not eligible for a return once opened or, used.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
- Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us
- Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective, sent in error or damaged. If you need to exchange it for the same item, contact us and we will provide the correct return address for your return.
- Return shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item from overseas or of a value over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Please contact us for a returns address.