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FREQUENTLY ASKED QUESTIONS

1. Delivery

1.1 How much is delivery?
1.2 When can I expect delivery?
1.3 Which courier do you use?
1.4 How can I track my order?
1.5 My order hasn’t been delivered.
1.6 Are there any restrictions on sending items to certain countries?

2. Ordering

2.1 I can’t place an order myself
2.2 Can I amend or cancel my order?
2.3 Can I change my delivery address?
2.4 How do I apply a promotion code to my order?
2.5 Why isn’t my promotion code working?
2.6 How can I pay for my order?
2.7 The product I want to order is out of stock. When will it be available?
2.8 I won’t be at home to accept the order, what should I do?

3. Order Received

3.1 I’ve received a faulty/damaged item.
3.2 My order has an incorrect or missing item, what do I do?
3.3 Can I exchange an item?
3.4 How do I return my order?

4. General FAQ’s

4.1 Can I get a VAT receipt for my order?
4.2 I’ve selected my order as a gift, will there be prices on the delivery note?
4.3 My order is a gift – can I add a gift message?
4.4 My billing address has changed to the shipping address. Will this be a problem?
4.5 How long does a refund take to show in your account?
4.6 I received a Tea Masterclass voucher, how do I book a session?

1.1 How much is delivery?
Standard UK delivery costs £3.95 on orders under £35.
Express UK delivery costs £6.95.
International delivery costs vary depending on location, size and weight of the order. To get an idea of these costs add the products to your basket, proceed through the checkout and enter your delivery address. You will then be shown a delivery cost before payment.

1.2 When can I expect my delivery?
Please allow up to 3 working days for us to dispatch your order (excluding Express UK). Once your order has been dispatched our delivery timescales are:
Standard UK: 2-5 working days.
Express UK: 1-2 working days from date order placed.
International: up to 20 working days.

1.3 Which courier do you use?
Standard UK orders weighing under 3kg will be delivered with Royal Mail – untracked service.
Standard UK orders weighing over 3kg or containing any large items of crockery will be delivered by FedEx – tracked service.
Express UK orders will be sent with DHL – tracked service.
International orders weighing under 1.6kg will be delivered with Royal Mail – untracked service.
International orders weighing over 1.6kg or containing any large items of crockery will be delivered with DHL – tracked service.

1.4 How can I track my order?
Orders being delivered with Royal Mail are not tracked. If your order has been dispatched with DHL or FedEx, you will receive an email with a link to track your order.

1.5 My order hasn’t been delivered.
Once your order has been dispatched, please allow the maximum amount of working days for delivery to receive your order (Standard UK: 5 working days, Express UK: 2 working days and International: 20 working days). If you haven’t received your order within these timescales you can contact our Consumer Service team either by email at twinings.direct@twinings.com or by telephone on 01264 313444 who will look into this further for you. Please contact us within 45 days of placing your order as we are unable to look into it further or provide reimbursement/replacements after this time.

1.6 Are there any restrictions on sending items to certain countries?
We’re not currently able to send any orders to Ukraine, Russia, Netherlands Antilles and Aland Islands. Due to strict customs regulations in Australia and New Zealand, we can’t dispatch any products to these countries which contain citrus peel. We’ll always try our best to inform you of this before shipping your order.

2.1 I can’t place an order myself.
No problem; give our team a call on 01264 313444 (Mon – Fri, 9am – 5pm) and they can place an order over the phone for you. Make sure you have your card details handy to make payment.

2.2 Can I amend or cancel my order?
Once you have made payment for an order we’re unable to amend it. If your order has the status “processing,” we will try our best to cancel it before dispatch. If your order has already been collected by our courier, this won’t be possible. If you have received your order, you can still cancel it by returning it to us for a refund. This must be done within 30 days of receiving your goods and the products must not have been opened, tampered or consumed. Our return address is Twinings, Unit 13, 15 Trench Road, Mallusk, BT36 4TY. We can’t accept returns of personalised items and confectionery.

2.3 Can I change my delivery address?
If your order has the status “processing,” we can change the delivery address, so please contact us by telephone straight away on 01264 313444. Unfortunately, we are unable to change the delivery address on any orders with the status “packing,” “in transit,” “dispatched” and “complete.”

2.4 How do I apply a promotion code to my order?
In the basket stage, add the promotional code to the ‘Promotional Code’ box and click ‘Apply.’

2.5 Why isn’t my promotion code working?
Check the items in your basket are part of the promotional code discount and you have entered the code exactly as it looks. Double check the terms and conditions of the promotional code as it may have expired or there may be a conditional spend threshold.  You can view these in our Discount Code Terms and Conditions section.  It’s also worth noting that only one promotion code can be applied per order and it will not apply if you have ordered already discounted items. If you are still experiencing issues, please contact our Consumer Service team either by email at twinings.direct@twinings.com or by telephone on 01264 313444.

2.6 How can I pay for my order?
We accept payment online by Visa, MasterCard, Amex, Maestro and PayPal. We only accept payment in GBP. Please note that we cannot accept payment by PayPal when placing orders by telephone.

2.7 The product I want to order is out of stock. When will it be available?
It can take between 10-14 working days for stock of an item to be replenished. Our speciality loose teas and crockery can take a little longer to come back in stock, but to be notified as soon as stock becomes available, you can click into the product page and enter your email address into the ‘Notify me when back in stock’ box to receive an automated email as soon as it’s available.

2.8 I won’t be at home to accept the order, what should I do?
We would advise having your order delivered to an address with someone there to accept it. If there is no one at the address to accept the order, our couriers should leave a note to inform you of their attempted delivery and provide instructions to arrange redelivery or collection. You can also add delivery instructions to your order during the checkout if you would like it left with a neighbour or in a safe location.

3.1 I’ve received a faulty/damaged item.
We’re really sorry about that – please pop an email through to our Consumer Services team at twinings.direct@twinings.com within 30 days of receiving your order giving details of the damage and some images so we can get it resolved for you as quickly as possible. We guarantee 3rd party crockery items for 6 months. Faulty goods may be returned within the first 6 months from date of purchase.

3.2 My order has an incorrect or missing item, what do I do?
That shouldn’t have happened; please get in touch with our Consumer Services team within 30 days of receiving your order so we can get the error fixed. You can contact them by telephone on 01264 313444 or email to twinings.direct@twinings.com

3.3 Can I exchange an item?
We’re not currently able to exchange items, however you can certainly return them to us for a refund as long as it is within 30 days of receiving your goods and the products have not been opened, tampered or consumed. Our return address is Twinings, Unit 13, 15 Trench Road, Mallusk, BT36 4TY. We can’t accept returns of personalised items and confectionery.

3.4 How do I return my order?
You’re more than welcome to return your order as long as it is within 30 days of receiving your goods and the products have not been opened, tampered or consumed. Our return address is Twinings, Unit 13, 15 Trench Road, Mallusk, BT36 4TY. We can’t accept returns of personalised items and confectionery. To help us process the return as quickly as possible, please pop a note in with your order number and the reason for return. Please note we will not reimburse postage costs on returned items unless it was an error caused by us.

4.1 Can I get a VAT receipt for my order?
If you need a VAT receipt for your order please register an account with us before placing the order, as they will be available to download on your account. To get the VAT receipt simply login to your account and go to “Order History.” Click on “View Order” then “View Invoice.” This will bring up your VAT receipt and give you the option to email it to yourself or print.  If you have placed your order as a guest, please email our Consumer Services team at twinings.direct@twinings.com detailing your order number so they can send you a VAT receipt.

4.2 I’ve selected my order as a gift, will there be prices on the delivery note?
No, we remove all pricing from our deliveries notes if the order has been selected as a gift.

4.3 My order is a gift – can I add a gift message?
You can add a gift card to any order by selecting the gift tick box during the checkout. You will then see a box appear with space to enter your gift card message.

4.4 My billing address has changed to the shipping address. Will this be a problem?
We don’t send any receipts or invoices to the billing address so this won’t be a problem. The billing address is simply used to verify payment during the checkout process, however if you have received your email confirmation, there’s nothing to worry about.

4.5 How long does a refund take to show in your account?
A PayPal refund should show in your account instantly. Credit/debit card refunds can take 2-3 working days to show in your account.

4.6 I received a Tea Masterclass voucher, how do I book a session?
To book a Tea Masterclass session please call our Strand Shop team on 0207 353 3511 (option 1) who will be able to advise you on availability.

Contact Us

If you can't find what you're looking for, get in touch with us either by telephone on 01264 313444 between the hours of 9am- 5pm, Monday to Friday or by using our Contact Us form.

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