FAQs

If your order has the status “unfulfilled” we will try our best to amend or cancel it before dispatch, but we would advise calling us straight away on 01264 313444 (Mon - Fri, 9am-5pm). We are not able to amend or cancel any orders that have been assigned for packing or have been dispatched.

If you have received your order, you can still cancel it by returning it to us for a refund. This must be done within 30 days of receiving your goods and the products must not have been opened, tampered or consumed. Our return address is Twinings, Unit 13, 15 Trench Road, Mallusk, BT36 4TY. We can’t accept returns of personalised items and confectionery.

If your order has the status "unfulfilled" we can change the delivery address, so please contact us by telephone straight away on 01264 313444. We are not able to change the delivery address on any orders that have been assigned for packing or have been dispatched.

In the basket stage, add the promotional code to the ‘Discount Code’ box and click ‘Apply.’

Check the items in your basket are part of the promotional code discount and you have entered the code exactly as it looks. Double check the terms and conditions of the promotional code as it may have expired or there may be a conditional spend threshold.  You can view these in our Promotion Terms & Conditions page. 

It’s also worth noting that only one promotion code can be applied per order and it will not apply if you have ordered already discounted items. If you are still experiencing issues, please contact our Consumer Service team either by email at twinings.direct@twinings.com or by telephone on 01264 313444.

We accept payment online by Visa, MasterCard, Amex, Maestro, PayPal and ShopPay. We only accept payment in GBP.

It can take between 10-14 working days for stock of an item to be replenished. Our speciality loose teas and crockery can take a little longer to come back in stock, but to be notified as soon as stock becomes available, you can click into the product page and enter your email address into the ‘Notify me when back in stock’ box to receive an automated email as soon as it’s available.

We would advise having your order delivered to an address with someone there to accept it. If there is no one at the address to accept the order, our couriers should leave a note to inform you of their attempted delivery and provide instructions to arrange redelivery or collection.

We’re really sorry about that – please pop an email through to our Consumer Services team at twinings.direct@twinings.com within 14 working days of receiving your order giving details of the damage and some images so we can get it resolved for you as quickly as possible. If you contact us outside of this period, we won't be able to investigate or provide any reimbursement.

That shouldn’t have happened; please get in touch with our Consumer Services team within 5 days of receiving your order so we can get the error fixed. You can contact them by telephone on 01264 313444 or email to twinings.direct@twinings.com.  If you contact us more than 5 days after receiving your order, we are unable to look into this further or provide any reimbursement for the incorrect/missing items.

We’re not currently able to exchange items, but you can certainly return them to us for a refund as long as it is within 30 days of receiving your goods and the products have not been opened, tampered or consumed. Our return address is Twinings, Unit 13, 15 Trench Road, Mallusk, BT36 4TY. We can’t accept returns of personalised items and confectionery.

You’re more than welcome to return your order as long as it is within 30 days of receiving your goods and the products have not been opened, tampered or consumed. Our return address is Twinings, Unit 13, 15 Trench Road, Mallusk, BT36 4TY. We can’t accept returns of personalised items, confectionery or reduced sale items due to a short best before date. To help us process the return as quickly as possible, please pop a note in with your order number and the reason for return. Please note we will not reimburse postage costs on returned items unless it was an error caused by us.

There is a link to download your VAT invoice on the email confirmation we sent to you after placing your order.

Our operation is 100% paperless, so there will be no information included in your order.

You can add a free gift card to any order by providing a message in the Gifting box in the checkout. Once you've typed out your message, make sure you click 'Add Note' to save the message to your order.

We don’t send any receipts or invoices to the billing address so this won’t be a problem. The billing address is simply used to verify payment during the checkout process, however if you have received your email confirmation, there’s nothing to worry about.

A refund will generally show back into your original payment account within 2-3 working days. It's worthwhile noting that this can vary by provider, so in case of any queries, we'd advise contacting your provider directly.

To book a Tea Masterclass session please call our Strand Shop team on 0207 353 3511 (option 3) who will be able to advise you on availability.

We do not guarantee a minimum shelf-life for our products, so this can be anything between 1 to 24 months depending on our current stock-holding.  As we send out a large volume of orders daily, it is not possible for us to provide you with a best before date for a specific product as this can change throughout the day.

We haven’t analysed the exact caffeine content for each product we make, however, a cup of black, green, white or oolong tea will typically contain between 30-50mg of caffeine per 200ml brewed cup.

It absolutely does! Just like black, white and oolong tea, green tea does contain naturally occurring caffeine.

If you are looking to avoid caffeine, we offer a great range of fruit and herbal infusions which are naturally caffeine free.  You can view our full range here: https://www.twinings.co.uk/tea/fruit-herbal

We also have a range of decaffeinated green and black teas which will contain far less caffeine than your usual cup. You can check out this range on our website here: https://www.twinings.co.uk/tea/decaffeinated-tea

To decaffeinate our UK blends, the tea leaf goes through a process in which it is moistened with water and/or steam.  The moistened tea is then mixed with a substance, which removes the caffeine, and evaporates as the tea is dried.  This is a widely accepted method of decaffeination which is approved by the UK authorities.   

In our decaf teas there is <0.1% caffeine content in the dry tea leaves versus 2-5% caffeine in ‘normal’ black tea.  In a typical decaffeinated teabag, this would equate to 3mg of caffeine compared to the average 50mg/cup of standard black tea.

We do not permit the use of any allergens that require declaring under the EU allergen labelling regulations. These would include:

Wheat

Gluten

Egg

Milk

Crustacean

Fish

Mollusc

Nuts

Sesame seeds

Soya

Mustard

Celery

Sulphur dioxide

Lupin

All our teas and infusions are free from these components and their derivatives.

We do not permit ingredients to be formulated with meat, fish, eggs or any of their derivatives, so almost all our teas and infusions are suitable for vegans except a very small number where the flavourings contain honey.

Please see below a full list of our current teas and infusions that are NOT suitable for vegans:

Camomile & Honey

Pomegranate Green Tea

Mango & Coconut Green Tea

Rooibos & Honey

BioBlends Gentle Camomile & Linden with a hint of Citrus

Superblends Heartea

Superblends Immune Support

Superblends Digest Ginger & Turmeric

Soulful Blends Quiet Mind

Honey & Rooibos

Should you need to query if any new blends we produce are suitable for vegans, please get back in contact with us as this list provided is only relevant to our range sold March 2024.

Our teabags are biodegradable, plant-based teabags and will break down within 6 months if placed into a local authority compost caddy, though it may not compost as quickly if left in garden compost (as typically these are not sufficiently hot).