Shipping & Return

SHIPPING

DELIVERY SCHEDEULE

Despatch days are currently Monday to Friday. All orders placed after 2pm on Friday will be despatched on Monday.

SHIPPING COST

UK: £5 Royal Mail Tracked 24 and FREE over £60. 

EUROPE

• Under £140.00 = £13.50 at flat rate by Royal Mail Tracked and Signed Service
• £140.00 OR OVER = FREE  by Royal Mail Tracked and Signed Service
• Allow 5-10 working days
• After Brexit, for all orders delivered to Europe, local tax and duties might be applied and included in the price shown on the product page. There will be no additional tax and duties added at checkout. The charges include local VAT and duty based on the value and the origin of the product. Please contact us for further enquiries. 
• For customers ordering to a EU member country, it is likely that our delivery partner will contact you after transaction, to request proof of address details; these are likely to be any of EORI, passport, or local tax code. On provision of this, the delivery partner will then arrange delivery. If you are ordering as a gift, please provide contact details of the recipient so that they can provide this information. If you do not provide this information having been requested, you may be told that a daily fee will be required to compensate for storage. We ask you to act promptly

REST OF WORD DELIVERY

• Under £50.00 = £18.00 for Royal Mail International Tracked and Signed Service
• £50.00 - £499.99 = £24.00 for Royal Mail International Tracked and Signed Service
• £500.00 OR OVER = FREE  International Tracked and Signed Service
• Due to the customs rules affecting goods being exported from the UK, it will remain the customer’s responsibility if any additional costs incurred do fall to “the importer of goods”. We cannot guarantee when or if charges will be applicable, as this falls down to the individual customs in each country.

The Chinese Tea Company prides itself on ensuring all goods are supplied in perfect condition and that every possible precaution is taken to prevent the damage of items. We make every effort to ensure that your order is carefully despatched to you and we hope that you are happy with your purchase.

If you wish to return a product to us for any reasons you may do so within 28 days of the despatch date. Where appreciate, we will be happy to provide an exchange or full refund for the cost of product only, providing the product is returned in its original packaging and is complete. You will still be charged for the original delivery costs as detailed in the initial order and pay the costs of the return shipping.

Items damaged in transit 

If our product has been damaged during delivery and does not reach you in perfect condition, we will be happy to exchange the product. Please notify us immediately, we will ask for photographs for verification. The fault or damage once is verified by us, we will then issue any refunds. 

Incorrect delivery

We make sure the right packages go to the correct recipients, however if we mistakenly send you the incorrect item, please notify us, detailing the incorrect item and proof of purchase. We will be happy to exchange this for you within 28 days. If you require a refund, please return the item to us within 28 days and request a full refund.

Our returns address is:

The Chinese Tea Company,

14 Portobello Green Arcade,

281 Portobello Road

London, W10 5TZ UK

Unfortunately, postage costs for returned items from outside of the UK cannot be refunded.

Lost Returns: Should your chosen courier fail to deliver or lose their return parcel, it is your responsibility to claim compensation from the courier directly.  The Chinese Tea Company will not be liable for any lost returned parcels. 

We cannot be responsible for paying any sales tax or customs charges and we cannot accept returns due to refusal to pay sales tax, brokerage or customs charges. We are happy to help if you have any questions about any charges.

Return to store

All you need is a copy of your order dispatch email, either printed out or on a mobile device. Take this to the store and we will issue you a refund or exchange.  

Customer Support and Service 

If you need to contact us, you can either come to the shop, our shop is open Monday to Saturday, 11am – 6pm, or call us on 02089600096, or e-mail us at info@the-chinese-tea-company.com.

We welcome all feedback about our service and try to deal with any difficulties or problems as quickly as possible.