How to Track Your Order
Step 1: Login to your My Account on our website, top left
Step 2: On the left side menu select My Orders where you will see your recent and past orders
Step 3: For the order you would like to track select View Order
Step 4: Scroll down to About My Order where you will see your tracking information
You may have to wait upto 3 to 5 working days before your able to track your order
How I change my account details?
Login to your online account to view / edit your details.
I have forgotten my Password?
If you have forgottern your password, select the "forgot your password" link on the login page, you will then be asked for your email address.
You will then receive an email with a link to change your password.
If you have any issues please do not hesitate to call or email us.
Why do Feefo email me asking for Reviews?
We use the independent Review Company FEEFO. Feefo will email you to ask for your feedback on our products and services. Customer feedback is extremely important to us. We are always striving to improve / tweak our service and add to our range of products.
We welcome and thank everyone for reviews and we have a monthly competition for the Best Reviews with three prizes. The winners are announced on our newsletter.
If you do not wish to receive emails from Feefo please contact us and we will ask Feefo to put your email address on non receipt.
Introductory 10% Offer
To redeem this voucher you have to enter the code into the voucher code box during checkout .
Discounts and Promotional Codes
We have promotions running through the year. For news on these promotions and on company news please sign up for our newsletter. To redeem a voucher code please enter this into the voucher code box at checkout, only one voucher can be used with any one order.
I have not received my order?
We work with the Royal Mail and all Postal Services worldwide. If your order has not arrived in good time it will be in the post system. If your parcel is delayed the first thing is to check with your local postman and post office. If your parcel is returned to us as undeliverable we will inform you.
European and International orders of over 2 Kilo's are sent in multiple parcels because 2kg is the maximum limit for any one parcel. Occasionally the parcels will be separated during shipping so additional parcels should be delivered soon afterwards.
Can I cancel my order?
If you have had a change of heart with your order, just contact us asap so we can halt the packing and processing of your order before dispatch. We will then cancel and refund your order.
Are we a Tea Room?
Sadly not ! We are busy, busy, busy packing our teas and coffees ! You are very welcome to pop into our factory shop at the factory which is open from 9 o'clock to 5 o'clock every weekday. We can of course recommend one of the fine establishments in Kent and Sussex where you can get a fine cup of tea.
Do we supply to the Trade?
Yes we do have an online trade facility. To sign up for our trade account please fill in the Trade Accounts form and we will contact you with unique login details if your trade account has been accepted. Trade accounts only apply to business's in the United Kingdom.
Trade accounts have free shipping for orders over £60.00p. Below £60.00p orders are sent by Royal Mail 1st/2nd class at cost or by Royal Mail Parcelforce Courier at a charge of £7.50p.
How long does my order take to process?
We aim to pack all orders within 2 to 3 working days from receipt, occasionally this can be slightly longer at our busiest times. Our factory is operational from Monday to Friday. The factory is not open at weekends and bank holidays. All orders are processed in turn and hand packed to order (not off the shelf). We use the Royal Mail Postal Service and Royal Parcelforce Courier Service to deliver our packages. When your order is dispatched you will get an email to that effect and the Royal Mail will deliver in the the time frame of your chosen service:
UK 1st class -1 to 2 days with Royal Mail from day dispatch.
UK 2nd class - 3 to 5 days with Royal Mail from day dispatch.
UK next day courier by Parcelforce from day of dispatch.
Royal Mail International:
European Union 3 to 5 days from day of dispatch.
Non European Union countries / Worldwide 7 – 15 days from dispatch.
These are average delivery times given by the Royal Mail. We send parcels worldwide and some more remote destinations can take longer. If your parcel is delayed the first thing is to check with your local postman and post office. International orders of over 2 Kilo's are sent in multiple parcels because 2kg is the maximum limit for any one parcel. Occasionally the parcels will be separated during shipping so additional parcels should be delivered soon afterwards.