Our Twinings UK and International Shipping Policy

For UK standard deliveries, please allow up to 7 working days* to receive your order.  We'd ask that you only contact us if you have not received your order after 7 working days.

1.1 For UK express deliveries, please allow 2 working days* to receive your order. 

1.2 We use Royal Mail, DHL, DX, FedEx and Evri for UK deliveries.

1.3 For Standard delivery £3.95 [including free postage deliveries], our aim is to prepare your order and despatch it within 2 working days [Monday to Friday excl. bank holidays], which means that you receive your order within 5 to 7 working days from the date it was placed. This may not always be possible depending on the volume of orders on our system.

1.4 For Express deliveries £6.95 [UK only], orders received before 2.00pm (Mon - Thurs) will be processed and despatched on a priority basis to ensure it reaches you within 2 working days. Please make sure you are at the delivery address within these 2 working days to accept the order as a signature will be required. Our shipping department is open Monday to Friday (excl. bank holidays), meaning an express order placed after 2.00pm on a Thursday but before 2.00pm on a Friday, will be scheduled for delivery the following Monday (excl. bank holidays). Our express service is handled by DHL; we aim for you to receive your order within 2 working days (Mon-Fri). DHL will contact you by email to help you track your order once it has been despatched.  Our express delivery service DOES NOT guarantee your order for next day delivery, even if it was placed before 2.00pm (Mon - Thurs).

1.5 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.

1.6 If you do not receive your order within 10 working days from the date of despatch, please contact our Customer Services on 01264 313444 or email us at twinings.direct@twinings.com.  We would request that you contact as soon as possible and within 18 days of placing your order.  If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.

1.7 We will replace lost or damaged orders free of charge, so long as the other conditions within our Shipping Policy are met and investigations by our carriers show justification or are inconclusive.

1.8 If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.

1.9 Highlands and Islands orders will be subject to additional shipping charges if they weigh over 4.5kg.  If these charges are not applied at the time of placing your order, this will be discussed with you prior to your order being dispatched.

1.10 Large volume orders may be subject to additional shipping charges.  This will be discussed with you prior to your order being dispatched.

1.11 We cannot ship orders over 5kg to PO Box addresses.

1.12 Deliveries to BFPO addresses are charged at our UK Standard delivery rate of £3.95.

1.13 We cannot ship orders to BFPO addresses on our Express delivery service (£6.95). If your order is returned to us following your selection of this delivery method, we are unable to refund the express postage charge.

1.14 Orders shipped to BFPO addresses must weigh less than 2kg. If your order is returned to us because it exceeds this weight, we cannot refund your postage charge. If your order qualified for our free UK Standard delivery rate, we reserve the right to make a £3.95 deduction to cover this cost.

1.15 We cannot be held liable for any delays, loss or returns of orders sent to BFPO addresses, that do not satisfy the requirements of 1.14- 1.15

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

2.1 Delivery timescales shown at the checkout are from the date of despatch.  Our aim is to prepare your order and despatch it within 2 working days [Monday to Friday excl. bank holidays].  This may not always be possible depending on the volume of orders on our system.

2.2 We use Royal Mail and DHL for our international deliveries.

2.3 For DHL, the services available and delivery timescales will be displayed at the checkout in working days*.  Please see an outline of delivery timescales below:

Europe:

Express: 1-2 days

Standard: 3-6 days

USA:

Express: 2-3 days

Australia:

Express: 2-4 days

Canada:

Express: 2-3 days

Standard: 6-12 days

Rest of World:

Express: 2-4 days

Standard: 6-12 days

2.4 If you choose DHL, you will receive a notification from DHL On-Demand Delivery (ODD) which will provide you with email/SMS updates about your shipments progress and estimated delivery date/time.  If the delivery doesn’t fit your schedule, the 100% free service enables you to choose the time and place of delivery, giving you maximum flexibility and greater control over your shipment.

2.5 For Royal Mail International deliveries, please allow 15-20 working days* to receive your order.  

2.6 We will use all reasonable endeavours to ensure these times are met, but we cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.

2.7 Royal Mail International will only be shown as a delivery option at the checkout if your order weighs less than 2kg and/or less than £100 in value.

2.8 Orders are despatched from Northern Ireland which means there are no duties and taxes on shipments being delivered within the EU (excl. Norway & Switzerland).

2.9 Duties and taxes are exempt on orders under $800 to the USA.

2.10 Duties and taxes are exempt on orders under $1000 to Australia.

2.11 All delivery timeframes are subject to the satisfactory clearance of your order through customs by you where applicable. We cannot be held liable for any delays in delivery because of ongoing clearance by your local customs authority or delays caused by the recipient not providing the relevant paperwork, licenses, or payment for clearance on time.

2.12 We are not currently able to ship orders to Belarus, Canary Islands, Ukraine and Russia due to strict customs regulations.

2.13 We cannot send shipments to Turkey with a value of €30 (£25) or more due to limits imposed by customs and high import duty rates.

2.14 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.

2.15 We cannot ship any Advent Calendars on our Royal Mail International delivery service.

2.16 We cannot ship any products which contain Citrus Peel or Wood to Australia or New Zealand due to strict customs regulations.  It is the customers responsibility to ensure the products being ordered are free from these components.  Twinings will not be held liable for any loss or damage to shipments refused by customs for these purposes.

2.17 We cannot ship international orders to PO Box addresses.

2.18 We cannot ship orders to APO addresses via DHL. If your order is returned to us following your selection of this delivery method, we cannot refund your postage charge.

2.19 Orders shipped to APO addresses must weigh less than 2kg. If your order is returned to us because it exceeds this weight, we cannot refund your postage charge.

2.20 We cannot be held liable for any delays, loss or returns of orders sent to APO addresses, that do not satisfy the requirements of 2.17 and 2.18.

2.21 We can only ship orders to the UAE via DHL.

2.22 When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes where applicable, 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. Contact your local customs office for further information.  If these charges are unpaid, 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.

2.23 Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value where applicable. You may also need to provide specific licenses or documentation for
clearance of your order once it arrives in your destination country.  This may vary from country to country, and we ask that you contact your local customs office for additional information before placing an order. We cannot refund any shipping costs should your order be returned for any of these reasons.  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 you are unable to provide clearance for the order; in this instance we cannot refund product or shipping costs for these reasons.

2.24 If you do not receive your order within 20 working days, please contact Customer Services on 01264 313444 or email us at twinings.direct@twinings.com.  We would request that you contact us as soon as possible and within 30 days of placing your order.  If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.

2.25 We will replace lost or damaged orders free of charge, so long as the other conditions within our Shipping Policy are met and investigations by our carriers show justification or are inconclusive.

2.26 If your order is returned to us due to several failed delivery attempts, non-collection, or an insufficient/incorrect address, we cannot refund any shipping costs. There may also be costs associated with the return to us, which will be deducted from any refund value.

2.27 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. In these circumstances you may ask for the order to be refunded.

2.28 Large volume orders may be subject to additional shipping charges.  This will be discussed with you prior to your order being dispatched.

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

Worldwide fast delivery with DHL Express.

When you choose Express delivery by DHL, your order will be sent with the On Demand Delivery (ODD) Service. 

Once your order is shipped, you will receive a shipping notification from DHL EXPRESS.

DHL ODD notifies you by email and/or SMS about your shipment’s progress and estimated delivery date/time. When this date does not fit your schedule, you can customise your delivery via DHL ODD and decide how, where and when the delivery takes place at the time and location that suits you best.

DHL On Demand Delivery offers flexible delivery options:

- Deliver my package to another address: alternate delivery to work or family.

- Deliver my package at a safe place: authorise shipment release to appointed safe place.

- Deliver my package with neighbour: Leave the package at your neighbour, reception or guard specified.

- Delivery my package at a DHL ServicePoint: hold for pick-up collection.

- Request to store my package: vacation hold safekeeping your parcel up to 30 days.

- Delivery my package on another day: scheduled delivery.

18 November 2024

The Met Office has issued a weather warning for snow and ice on Monday 18th and Tuesday 19th, covering 10 different UK cities.

The yellow alert states an area of snow may bring disruption to central parts of the UK during Monday night and Tuesday morning.

We anticipate a potential 24hr-48hr delay to deliveries in impacted areas.

Click here for the latest weather updates.

Hebrides and Shetlands Service Disruption Due To Yellow Snow Warnings

There has been a service disruption affecting some areas of the Hebrides and Shetlands following snowfall over the weekend.

The disruption follows ferry cancellations from Friday, and has impacted recovery plans initially in place for over Saturday and Sunday.

As a result, a temporary increase in service times in a number of locations within the Hebrides and Shetlands have been implemented.

The following postcode areas have been impacted:

HS2 0, HS1 2, HS2 9, HS3 3, HS5 3, HS3 3, HS4 3, ZE1 0, ZE2 9, ZE3 9, ZE1 9.