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FREQUENTLY ASKED QUESTIONS


What if I can't place an order myself?

If you are unable to place an order yourself online, our Consumer Services Team are open between the hours of 9am-5pm Monday – Friday, and will be more than willing to place the order for you. Please do not hesitate to contact them on 01264 313444.

How long will I have to wait for my order?

We aim to dispatch all orders within 2 working days of the date you placed the order.  Please note however, this is not always possible whether it be due to bank holidays or special offers.  If for any reason your order hasn't been dispatched within 3 working days, please give our customer services a call on 01264 313444.
Our normal delivery lead times are: UK 2-5 working days, Europe/International orders 7-10 working days for tracked and 20 working days for non-tracked.
For express delivery orders placed before 2:30pm within the UK, we aim to process, dispatch and deliver your order within 48 hours - Monday to Friday.
If for any reason there would be a delay to your order, we will do everything we can to inform you of such instances.

How much does postage cost?

Standard UK Delivery costs £3.95
Express UK Delivery costs £6.95
International Delivery costs vary depending on location and weight of shipment.
This information will be available to you in the checkout stages of your order, before confirming.

Who will deliver my order?

For UK deliveries, orders selected for standard delivery and weighing under 1.6kg will be delivered with Royal Mail. If your order weighs over 1.6kg, contains any large items of crockery or has been selected for express delivery, it will be sent via DHL.  
For International deliveries, orders weighing under 1.6kg will be sent with Royal Mail and delivered by your local postal service.  If your order weighs over 1.6kg or contains any large items of crockery, it will be sent via DHL.

How can I track my order?

Orders being delivered by Royal Mail are not tracked. For orders dispatched with DHL, once you have received confirmation that your order has been dispatched, please go to www.dhl.com and enter your shipment tracking number. This will give you up to date information on the progress of your parcel. Alternatively you can contact DHL directly on 0844 248 0844 quoting your parcel number or you can contact our customer services team on 01264 313444 who will be more than willing to track your parcel for you.

What notifications will I receive in regards to my order?

Once you have successfully placed your order using our online shop, you will automatically receive a confirmation email of your order. Once your order has been picked and packed and sent for shipment, you will then receive a dispatch notification email. If your order has been dispatched with DHL you'll also receive your tracking number.

What if my order isn't delivered?

Once your order has been dispatched, if you haven’t received it within 5 working days (Monday to Friday) for UK Standard Delivery or 2 working days for Express Delivery, please contact our Consumer Services team via twinings.direct@twinings.com or call us on 01264 313444. For International Deliveries, if your order hasn't arrived within 10 Working days (DHL) or 20 Working Days (Royal Mail) please contact us as above.  We would request that you contact us as soon as possible and within 60 days of placing your order.

What if I want to cancel my order?

You have the right to cancel your order up to 7 working days beginning on the day after our delivery agents have recorded a successful delivery of your order. Informing us of your cancellation can be done either by contacting us at twinings.direct@twinings.com or calling us on 01264 313444. To receive a full refund (including postage price) you must return the items in the same condition to which you received them. We will not refund products which have been opened or tampered with. Generally, we get our orders dispatched in less than the specified lead times, so we would appreciate it if you could inform us ASAP of any cancellations as it is easier to cancel an order before it has left the warehouse.

Once I have placed my order, can I amend it?

Please note that once you have progressed through the payment webpage or received your order confirmation you are unable to add/amend products on your order.

I have given the wrong address, how can I change it?

f you find that you have gave the wrong address details, please contact our Consumer Services team ASAP on 01264 313444 or via twinings.direct@twinings.com quoting your order number and the address it has to be changed too.  If your order is currently say as 'Packing' it may not be possible to change your address details.

Can I return an order?

Of course! As long as it is within 30 days of the date you received your order and the products have not been opened, tampered or consumed. Please return your products to Twinings, Unit 13, 15 Trench Road, Mallusk, Newtownabbey, BT36 4TY. Be sure to include your order reference number and the reason you are returning your goods so that we can process a refund for you. Please note that we will not reimburse your postage costs on returned items unless it is an error made by our warehouse.

What happens if I receive a faulty/damaged product?

In the unlikely event of receiving a faulty product, please inform our customer services team within 30 days of receipt of your order, by email on twinings.direct@twinings.com or calling them on 01264 313444. This means we can do everything we can to ensure that you are refunded for the faulty item, or that a replacement product is sent out to you ASAP. Please note that you may be required to send evidence, i.e. a photograph of the faulty/damaged item to our customer services team. Faulty goods may be returned within the first 6 month period from the date of purchase.

My order has an incorrect or missing item, what should I do?

If you receive an incorrect or missing item in your order, please notify us within 30 days of receipt of your order so we can resolve this for you.  You can do this via email at twinings.direct@twinings.com or by calling us on 01264 313444.  Please note it may be required to send evidence, i.e. a photograph.

How long does a refund take to process?

Please allow 5-7 working days from the authorisation of your refund, for it to show in your bank account. If for some reason, you have not received an agreed refund after 7 days, please contact our customer services team via Twiningsdirect@twinings.com

I have a complaint

Only very rarely do we receive complaints about our levels of service, however if for some reason you feel let down by us, then please register your thoughts/feelings with our Consumer Services team by contacting them via email on twinings.direct@twinings.com or calling them directly on 01264 313444. We are continually trying to improve our service to give our customer’s 100% satisfaction. If for some reason, we do not meet your expectations, be sure to inform us so that we can make changes to ensure that it does not happen again.

Why have I received several order confirmations?

Some customer’s will experience receiving duplicate email confirmations of the order they have just placed. In some instances, the processing payment screen may time out or become inactive. If this occurs and you have received your order confirmation, please be assured that only one payment has been taken from your account. Our warehouse team will pick up on the duplicate order and cancel it, but ensure that your original order will be sent.

My promotional code won't work.

Only one promotion code can be applied per order. If you have received a promotional code and it doesn’t seem to be working, please ensure there are no conditional spends on the terms of the promotional code and also ensure that it has not expired. If once you have checked this information and you find there is no obvious reason why your code isn’t working please contact our customer services team on 01264 313444 or via twinings.direct@twinings.com and we will be able to look into this for you. Please note that discounts cannot be added retrospectively to orders.

The product I want to order is out of stock, when will it be back?

If for some reason the item you are trying to order is out of stock, please check back on our website daily to see if it has changed to now in stock. When a product goes out of stock it generally takes 3-5 working days for the stock to be replenished. Please allow time for this to show on our website. For speciality loose teas which are showing out of stock, they can only be brought back into stock if that particular tea is in season, therefore please be aware that it may take longer for these teas to become available again. If you notice that a particular item has been out of stock for a long time, please feel free to contact our customer services team on 01264 313444 who will be able to give you more information on the availability of that product.



 

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