Deliveries
All items will be delivered by Royal Mail or a parcel courier.
For UK customers
We offer FREE DELIVERY on all orders over £30.00 and charge £3.95 for Royal Mail 48 Hour Tracked delivery on all other orders. There is an option to upgrade to Royal Mail 24 Hour Tracked or Next Day Courier.
For International customers
Delivery charges for international orders depend on the destination and size of the order starting from a minimum of £8.50.
Standard deliveries by Royal Mail can take between 5 to 21 days. For Express delivery options please contact us to get a quote after placing your order.
Important information for all international orders
- All parcels are shipped directly from our warehouses in the UK, therefore some international orders may be liable for Custom Duty and local taxes.
- Since the 1st January 2021, if your parcel is being delivered to any EU country, it may be liable for Custom Duty and Local Taxes. These fees are the responsibility of the purchaser.
Delivery Times
Standard orders are usually dispatched the same day for orders received before 1pm on a working day or by next working day for all orders received after 1pm. If the item is unavailable, we will let you know. We will then issue a full refund or hold your order until the item comes back into stock.
If the item is out of stock or bespoke, we will advise you of the approximate delivery date at the time of order.
Delays in Delivery
While we expect our delivery partners to deliver within the stipulated time frames, occasionally the delivery of your goods may be delayed by circumstances outside our control. Please therefore allow at least 5 to 7 working days for domestic and 14 to 21 days for international deliveries before initiating any investigation.
If for any reason we are unable to deliver the goods or to have them ready for collection within the original approximate timeframe then we will notify you of the delay and new timeframe as soon as possible. If you cannot wait for the goods, you must let us have notice of cancellation from the person who placed the order within 7 calendar days of you receiving notification about the delay. If we receive your notice of cancellation as set out above within such 7 day period, then we will let you have a full refund. However, Tea People cannot accept any liability for any losses you incur (including loss of earnings) or for compensation for perceived inconvenience that may be suffered due to any delay.
Quality
Please notify us of obvious defects that are apparent on the first inspection of the goods, such as missing contents or damaged packaging, within 14 days of delivery, and additionally, wherever possible, by describing the defects on the 'proof of delivery' document you are asked to sign. For other defects, please notify us as soon as you discover those defects and at the latest within 14 days of delivery.
You agree that we (or our appointed agents) may examine and test any goods that are claimed to be defective to establish whether those defects are our responsibility.
Where defective goods are exchanged, you must send back the defective goods to us. Please also note that you may have to wait for replacement goods that are non-stock items or are made-to-order.
When we are satisfied that the goods are faulty you will be offered a replacement or a full refund of the original purchase price. Nothing in this section affects your statutory rights as a consumer.
Returns
If you are unhappy with a product for any reason then you must let us know within 14 working days of the day after the date the product is delivered to you and we will process a full refund including postage if levied. You must also return it to us within 30 days in perfect condition, in its original packaging and with proof of purchase.
Please note that bespoke teas, made-to-order items, and personalized items can only be returned or exchanged if faulty.
Unless the goods delivered were incorrect or faulty, you will be responsible for the cost of returning the goods to us. You will remain responsible for any and all returned goods until they reach our warehouse. We strongly advise that a proof of postage certificate should be obtained when returning any part of your order. Certificates are available free of charge from the post office.
If you fail to return the goods within 30 days of cancellation then you will be deemed to have re-ordered the goods at the price you originally paid for them.
Returns and exchanges will be processed as soon as possible after arrival and in any event within no more than 30 days of the day of arrival.
Please note your right to return products does not apply to bespoke and made-to-order items. This does not affect your statutory rights.
Refunds
To obtain a refund the goods must be in the same condition in which you received them and you must take the responsibility of returning them to us. The original packaging must be unopened and undamaged in a resalable condition.
If you do so we will be happy to refund the original price of the item or send you an exchange. This does not affect your statutory rights.
If you fail to do so we reserve the right to refuse the refund or deduct a charge which will be no more than 30% of the price of the goods from your refund as we will not be able to sell those goods on at full price.
We will only make a refund using the same method of payment originally used by you to pay for your purchase.
Where the goods were delivered to a third party and you are unable to return them to us, you may not be entitled to a refund.
We regret that postage, packing, and insurance incurred in the delivery of the goods to you are direct costs and cannot be refunded unless the goods delivered were incorrect or faulty.
Credit can be used against your next order, both online and with telephone orders.
Our return address is:
Tea People (Returns) Unit 5, Broughton Close 115 Loverock Road Reading RG30 1DZ United Kingdom
