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Shipping Policy


1 UK DELIVERIES
  • 1.1 We use DHL and Royal Mail for UK deliveries.
  • 1.2 For Standard delivery £3.95 [including free postage deliveries], our process is to prepare your order and despatch on the same or next working day [Monday to Friday], which means that you receive your order within 2 to 5 days.
  • 1.3 For Express deliveries £6.95 [UK only], for orders received before 2.30pm, we will process and despatch your order on a priority basis to ensure it reaches you within 48 hours. Please make sure you are at the delivery address within these 48 hours so that this can be delivered to you as this does require a signature. Our shipping department is open Monday to Friday meaning, an express order placed on a Friday before 2.30pm will be scheduled for delivery the following Monday. Our Express service is handled by DHL; we aim for you to receive your order within 2 working days. DHL will contact you by email to help you track your order once it has been dispatched.
  • 1.4 We will use all reasonable endeavours to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.
  • 1.5 If you do not receive your order within 5 days, please contact Customer Services on 01264 313444 or email us at twiningsdirect@twinings.com.
  • 1.6 We will replace lost or damaged orders free of charge.
2 INTERNATIONAL DELIVERIES
  • 2.1 We use an air freight service for nearly all international deliveries. However, unfortunately we are unable to ship to Ukraine and Russia at this time. For further advice on the countries we deliver to please contact Customer Services on 01264 313444 or email us at twiningsdirect@twinings.com.
  • 2.2 We use an air freight service and transit time will be 14 days, depending on the destination. A signature will be required on receipt.
  • 2.3 We pass on to our customers only the exact courier cost to us, which is calculated based upon product weight only [we ignore the weight of the outer packaging] and the destination country.
  • 2.4 All international customers will receive a tracking email to show the progress of their order.
  • 2.5 When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you.  We have no control over these charges and cannot predict what they may be.
  • 2.6 Within our fees there is a Fuel Surcharge. This surcharge may vary from month to month therefore all international postage charges will change slightly month to month.
  • 2.7 If you do not receive your order within 15 days, please contact Customer Services on 01264 313444 or email us at twiningsdirect@twinings.com.
  • 2.8 We will replace lost or damaged orders free of charge.
  • 2.9 Our third party carriers may not be able to deliver to certain countries at particular times for reasons of politics, government, natural disaster or operational crises. In such circumstances your shipment will be returned to our mail centre and held till such a time that they are able to deliver to you.
  • 3.0 Due to strict Customs Regulations in Australia we are unable to despatch anything that contains Citrus Peel or Wood to this country.

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