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Shipping Policy


1 UK DELIVERIES
  • 1.1 We use Royal Mail and DHL for UK deliveries.
  • 1.2 For Standard delivery £3.95 [including free postage deliveries], our aim 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 from the date it was dispatched. This may not always be possible depending on the volume of orders on our system so if your order has not been dispatched within 3 working days, please contact us directly.
  • 1.3 If your order value exceeds £65 or contains any large tea ware items, you order will be dispatched with DHL.
  • 1.4 Orders dispatched on a Royal Mail Service are not tracked.
  • 1.5 Orders dispatched with DHL are tracked and will require a signature on delivery.
  • 1.6 For Express deliveries £6.95 [UK only], 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.
  • 1.7 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.
  • 1.8 If you do not receive your order within 5 working days from the date of dispatch, please contact Customer Services on 01264 313444 or email us at twiningsdirect@twinings.com.
  • 1.9 We will replace lost or damaged orders free of charge.
  • 1.10 Large volume orders may be subject to additional shipping charges.  This will be discussed with you prior to your order being dispatched.
2 INTERNATIONAL DELIVERIES
  • 2.1 We currently use two options for international deliveries: A non-tracked service with Royal Mail and a tracked service through DHL. We ship to most countries, however at this time we are unable to ship to Ukraine and Russia. Find out more about our new affordable shipping rates for international orders.
  • 2.1 If the items on your order are less than 1.6kg in weight, we will send your order to you via Royal Mail on a standard non-tracked service. We ask that you allow 20 working days for orders to arrive if sent on this service, however the items are usually delivered within 10 days or less.
  • 2.3 If your order is more than 1.6kg in weight then we will use a tracked service via DHL and transit time will be a maximum of 10 working days, depending on the destination. A signature will be required on receipt.
  • 2.4 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.
  • 2.5 If your order is sent with Royal Mail, your order will not be tracked. If your order is sent with DHL, you will receive a tracking email to show the progress of the order.
  • 2.6 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. Contact your local customs office for further information.
  • 2.7 Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value. This may vary from country to country and we ask that you contact your local customs office for additional information. We cannot refund any shipping costs should your order be returned for any of these reasons.
  • 2.8 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.
  • 2.9 If you do not receive your order within 20 working days, please contact Customer Services on 01264 313444 or email us at twiningsdirect@twinings.com.
  • 2.10 We will replace lost or damaged orders free of charge.
  • 2.11 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. In these circumstances you may ask for the order to be refunded.
  • 2.12 Due to strict Customs Regulations in Australia we are unable to despatch anything that contains Citrus Peel or Wood to this country.
  • 2.13 Large volume orders may be subject to additional shipping charges.  This will be discussed with you prior to your order being dispatched.

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