Frequently Asked Questions
How to Track Your Order
When we dispatch your order you will receive an automated email with your tracking information, please note it may take between 3 to 12 hours for the tracking information to be updated. Your tracking information will be updated when your parcel is scanned while with the carrier.
How I Change My Account Details
When you login to your online account you will automatically be redirected to your account dashboard where you will see all of your account inforamtion, there is an option to edit your information here.
I Have Forgotten My Password
If you have forgotten 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. 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.
New Customer 10% Discount
To redeem this voucher you have to enter the code NEWCUSTOMER into the voucher code box while you are in the shopping cart.
I Have A Question About My Subscription
You will find useful information about our tea and coffee subscription service by visiting our dedicated Subscription Page
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. You will see a newsletter sign up form on the right side of the website.
To redeem a voucher code please enter this into the voucher code box on the shopping cart page, only one voucher can be used with any one order.
I Have Not Received My Order
We work with the Royal Mail, National and International Couriers. 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 is the tracking number we send you. You can also contact the carrier to see where your parcel is, if you are still having trouble please let us know and we can assist in resolving the issue.
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, please not the monies can take upto 3 to 4 working days to reach your account.
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 Pivington Mill, Pluckley TN270PG 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.
How Long Does My Order Take To Process
We aim to pack all orders within 2 to 3 working days from receipt. Every order is packed and processed in turn, by hand, to order, to ensure freshness, nothing is "off the shelf". During very busy times it can take a little longer to process your order, 3 to 5 days.
Our factory and Office is open 9.00am to 5pm on weekdays, we are not open on weekend or on bank holidays. Orders are dispatched by the Royal Mail or by courier and customers receive emails with dispatch and tracking details. Once the order is on its way you can check online to see the tracking status.
UK 48 Hour Tracked - 2 to 4 days with Royal Mail from day dispatch.
Royal Mail International and International Couriers:
European Union 3 to 5 days from day of dispatch.
Russian Orders - If you choose Boxberry, orders are sent to their Hub in the UK prior a direct flight to Russia, once your parcel is in Russia deliver is between 5 to 14 days.
If you choose Royal Mail for delivery to Russia, your parcel will take between 10 to 28 days
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.
Why Is My Order Delayed
If we are waiting on incoming stock of an item on order we will notify you and arrange for part shipping of the order if required.
I Would Like To Return An Item
If you wish to return an item to us please write and tell us an post the item to us. We will acknowledge its receipt and arrange the appropriate refund.
How Much Is Shipping Outside Of The UK
We welcome International Orders. In order for shipping to be shown please first put in you address so we know where you are in the world, you can also visit our returns and delivery page for a full list of counties we send to along with the cost.
Can I Get Free Shipping
Customers who spend over £30 and are having their parcel shipped to the UK will get free shipping, please note its related to the order total of products and does not include the cost of shipping.
For example, if you spend £29 plus the cost of shipping you will NOT be entitled to free shipping.
If you have ordered £32 of products and you apply a 10% discount code to your order, you will still get free shipping.
How Do I Use Reward Points And What Are They
Customers with an online account will receive reward points everytime you place an order, for every £1 you spend you will receive 1 reward point, each reward point is worth £0.05p i.e. 5%.
You have the option to use your points in the shipping cart, note you can use points earned on past orders, once you place your order your reward points account will be updated with your new points.
I Forgot to Use A Discount Code
If you have placed an order and forgot to enter an active code in the Voucher Code box please contact us via help desk and we will help