Black Friday: 20% Off Your Order & Free Standard UK Delivery over £20
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How much is delivery?

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

Express UK delivery costs £6.95.

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: within 7 working days* from date of dispatch.

Express UK: within 2 working days* from date of dispatch.

International: within 25 working days* from date of dispatch.

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

Which courier do you use?

Standard UK orders weighing under 2kg will be delivered with Royal Mail – untracked service.

Standard UK orders weighing over 2kg will be delivered by FedEx or DX – tracked service.

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

International orders weighing under 2kg will be delivered with Royal Mail – untracked service.

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

How can I track my order?

Orders being delivered with Royal Mail cannot be tracked. If your order has been dispatched with DHL, FedEx or DX, you will receive an email with a link to track your order.

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 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, Russia, Netherlands Antilles, Ecuador, Malta, Terceira Island and Aland Island. 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?

We're not currently able to ship orders to PO Box addresses.  

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?

Once you have made payment for an order we’re unable to amend it. If your order has the status “processing,” we will try our best to cancel it before dispatch but we would advise calling us straight away as it can take up to 2 working days for us to pick up your email and by this stage, your order may have already been dispatched. If your order has already been collected by our courier, this won’t be possible. 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 “processing,” we can change the delivery address, so please contact us by telephone straight away on 01264 313444. Unfortunately, we are unable to change the delivery address on any orders with the status “packing,” “in transit,” “dispatched” and “complete.”

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 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 within 30 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. We guarantee 3rd party crockery items for 6 months. Faulty goods may be returned within the first 6 months from date of purchase.

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  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, however 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 sale 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?

If you need a VAT receipt for your order please register an account with us before placing the order, as they will be available to download on your account. To get the VAT receipt simply login to your account and go to “Order History.” Click on “View Order” then “View Invoice.” This will bring up your VAT receipt and give you the option to email it to yourself or print.  If you have placed your order as a guest, please email our Consumer Services team at detailing your order number so they can send you a VAT receipt.

I’ve selected my order as a gift, will there be prices on the delivery note?

No, we remove all pricing from our deliveries notes if the order has been selected as a gift.

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

You can add a gift card to any order by selecting the gift tick box during the checkout. You will then see a box appear with space to enter your gift card message.

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 PayPal refund should show in your account instantly. Credit/debit card refunds can take 2-3 working days to show in your account.

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 1) 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.