DELIVERY INFORMATION

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UK DELIVERIES

We use DHL for nearly all UK deliveries.

For Standard delivery [including free postage deliveries], our process 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.

For Express deliveries [UK only], for orders received before 3pm, we will process and despatch your order on a priority basis to ensure it reaches you the next working day. Our shipping department is open Monday to Friday meaning, an express order placed on a Friday before 3pm 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.

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.

If you do not receive your order within 5 days, please contact us by email or phone, details are on our home page.

We will replace lost or damaged orders free of charge.

INTERNATIONAL DELIVERIES

We use DHL for nearly all international deliveries.  Because of recent problems we have experienced, we are very sorry to advise that we are unable to deliver to Ukraine, Russia and Nigeria at this time.  For further advice on these countries, please email us attwiningsdirect@twinings.com.

This is an air freight service and transit time will be between 1 and 6 days, depending on the destination.  A signature will be required on receipt.

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.

All DHL international customers will receive a tracking email to show the progress of their parcel.

When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes, which are levied once the package reaches the specified destination.  Any additional charges for customs clearance must be borne by you and we  have no control over these charges and cannot predict what they may be.

Within our there is a Fuel Surcharge.  This surcharge is changed by DHL monthly and can be seen on DHL's website athttp://www.dhl.co.uk/en/express/shipping/shipping_advice/fuel_surcharge.html.  We update for the new Fuel Surcharge each month, therefore all international postage charges will change slightly month to month.

If you do not receive your order within 7 days, please contact us by email or phone, details are on our home page.

We will replace lost or damaged orders free of charge.

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.

 

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