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FAQs

How much is delivery?

Standard UK delivery costs £3.95 on orders under £35.

Express UK delivery costs £6.95.

Highlands & Islands Standard delivery costs £3.95 on orders under £35. Orders over 4kg delivery will cost £18.95.

Highlands & Islands Express delivery costs £21.95.

International delivery
 costs vary depending on location, size and weight of the order. To get an idea of these costs add the products to your basket, proceed through the checkout and enter your delivery address. You will then be shown a delivery cost before payment.

When can I expect my delivery?

Standard UK: 5-7 working* days.

Express UK: 2 working* days.

International: 25 working* days.

*Working days are Monday - Friday only.  Working days will also exclude public holidays.

Which courier do you use?

Standard UK, Highlands & Islands orders weighing under 4kg and less than £150 will be delivered with Royal Mail – tracked service.

Standard UK, Highlands & Islands orders weighing over 4kg will be delivered by DHL – tracked service.

Express UK orders will be sent with DHL – tracked service.

International orders weighing under 2kg will be delivered with Royal Mail –tracked, signed for or signed for & tracked service.

International orders weighing over 2kg will be delivered with DHL – tracked service.

How can I track my order?

Once your order has been dispatched, you will receive a dispatch email from us containing a link to track your order. If you have created an account with us, the tracking information for your order will also show in your order history.

Royal Mail International - tracking information will only show up to the point of leaving the UK and then again once it arrives into the destination country. We cannot provide tracking information for the movement between these two occurrences.

Why does my tracking information show my order is in Northern Ireland?

Don't worry, our warehouse is located in Northern Ireland so your order has been despatched from there.

Royal Mail said my order would be delivered today, but it hasn't arrived

Whilst Royal Mail may provide you with a delivery timeframe, it is their aim to deliver by this date/time but they can't guarantee it. As per our delivery timeframes, we would kindly ask that you allow 3-5 working days for standard UK delivery.

My order hasn’t been delivered

Once your order has been dispatched, please allow the maximum amount of working days for delivery to receive your order (Standard UK: 7 working days, Express UK: 2 working days and International: 25 working days). If you haven’t received your order within these timescales you can contact our Consumer Service team either by email at twinings.direct@twinings.com or by telephone on 01264 313444 who will look into this further for you.

Please contact us within 45 days of placing your order as we are unable to look into it further or provide reimbursement/replacements after this time.

Are there any restrictions on sending items to certain countries?

We’re not currently able to send any orders to Ukraine or Russia.

Due to strict customs regulations in Australia and New Zealand, we can’t dispatch any products to these countries which contain citrus peel. We’ll always try our best to inform you of this before shipping your order.

We cannot ship Options and Ovaltine products outside the UK.  If these products are on your order for international delivery, they will be cancelled and refunded.

Can I ship an order to a PO Box address?

UK PO Box Address: we can only ship orders to a UK PO Box address if the order is under 4kg.

International PO Box Address: we can only ship orders to an international PO Box address if the order is under 2kg and you have selected the Royal Mail International standard delivery service.

I'm shipping my order internationally, will there be any extra charges?

When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be so we'd always recommend contacting your local customs for more information before placing an order. If these charges are unpaid or you refuse to pay them, your order may be returned to us and we will be unable to refund shipping costs. There may also be costs associated with the return to us, which will be deducted from any refund value. In certain situations, your order may be destroyed by customs if duties and taxes are not paid. In this instance, we cannot refund product or shipping costs for these reasons.

Following Brexit, will there be any extra shipping charges for deliveries in the EU?

It is possible that your local customs authority may request a payment for duties charges to clear your order through customs. The amount charged to you for duties and taxes is out of our control and is set by your local customs and must be borne by you.  Before placing an order with us we’d recommend contacting your local customs authority who will be able to advise you further.

I can’t place an order myself

No problem; give our team a call on 01264 313444 (Mon – Fri, 9am – 5pm) and they can place an order over the phone for you.

Make sure you have your card details handy to make payment.

Can I amend or cancel my order?

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 31444 (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.

Can I change my delivery address?

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.

How do I apply a promotional code to my order?

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

Why isn’t my promotional code working?

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.

How can I pay for my order?

We accept payment online by Visa, MasterCard, Amex, Maestro and PayPal. We only accept payment in GBP. Please note that we cannot accept payment by PayPal when placing orders by telephone.

The product I want to order is out of stock. When will it be available?

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.

I won’t be at home to accept the order, what should I do?

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. You can also add delivery instructions to your order during the checkout if you would like it left with a neighbour or in a safe location.

I’ve received a faulty/damaged item

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.

My order has an incorrect or missing item, what do I do?

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.

Can I exchange an item?

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.

How do I return my order?

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.

Can I get a VAT receipt for my order?

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

I’ve selected my order as a gift, will the delivery note include any pricing?

No, we remove all pricing from our delivery notes.

My order is a gift – can I add a gift message?

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.

My billing address has changed to the shipping address. Will this be a problem?

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.

How long does a refund take to show in your account?

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.

I received a Tea Masterclass voucher, how do I book a session?

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.

What kind of expiry date will the product you send me have?

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.

How much caffeine is in tea?

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.

Does green tea contain caffeine?

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

What method do you use to decaffeinate your tea?

We decaffeinate our teas using methylene chloride (MC). 

The process of decaffeination is to extract the caffeine from the tea leaves as gently as possible and to leave the maximum of the valuable and healthy components within the decaffeinated tea; this is why we have opted for the MC method.

This solvent is widely used in the food industry, especially for the decaffeination of tea and coffee.  It is among other things also used for the extraction of spices and hops.  MC extraction produces the best possible quality of decaffeinated tea, which is much superior to the other available methods.  In the UK, 99% of the decaffeinated tea consumed is decaffeinated with MC.

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.

Do your teas and infusions contain any allergens?

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.

Are your products suitable for vegans?

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

Chocolate Coconut Green Tea

Mango & Coconut Green Tea

Rooibos & Honey

Inner Peace Sweet Fig and Rooibos Tea with Ashwaganda

Inner Strength Sweet Honey Chai Rooibos Tea with Maca

BioBlends Gentle Camomile & Linden with a hint of Citrus

Superblends Heartea

Superblends Immune Support

Superblends Digest Ginger & Turmeric

Should you need to query if any new blends we produce are suitable for vegans, please contact our Consumer Services team either by phone on 01264 313444 or by email at twinings.direct@twinings.com as this list provided is only relevant to our range sold from April 2022.