Delivery & Returns
INTERNATIONAL DELIVERIES
All import duties, taxes and associated charges are not included in the sale price or shipping charge. We cannot calculate these charges on the customer's behalf.
These charges are wholly the customer's responsibility. For further details and country-specific information, please see the CUSTOMS AND DUTY CHARGES section below.
Deliveries to European Union special notice:
From July 2026 an additional customs duty fee of €3 is payable for deliveries valued below €150 to countries within the EU Customs Union. This fee is payable by the customer at port of entry, and may cause delays to the arrival of your order.
UK SHIPPING - free standard UK delivery for orders over £40
UK STANDARD SHIPMENT
We use Royal Mail to despatch our orders and we’ll aim to ship your order within 48 hours of it being received (excluding weekends & UK public holidays).
UK orders with STANDARD / FREE SHIPPING are sent with Royal Mail 48 Tracked Service. With this service you receive full tracking information and email/text notifications related to your delivery so you can follow your tea every step of the way. Please take particular note if relying on delivery to a ‘Safe Place’ as we cannot accept responsibility for goods damaged or lost through being left in unsafe places or open to the weather.
DELIVERY TIMING
Delivery will normally* take place as follows:
2 - 5 days in the UK
3 - 7 days in Europe
7 - 14 days in the Rest of World
*Please note, however, that delays do occur for reasons beyond our control and so delivery can take longer than the time quoted above. UK orders may can take up to 10 working days to be delivered from the expected delivery date whereas international orders can take up to 30 working days from the expected delivery date.
DELIVERY CHARGES - Free shipping for UK orders over £40
For all other deliveries, the following prices are for guidance only:
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United Kingdom |
Prices From |
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Tracked 48 |
£3.95 |
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Tracked and Signed 48 |
£4.95 |
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Tracked 24 |
£5.95 |
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Prices From |
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Parcel weight |
0-500g |
500g-1kg |
1kg-2kg |
2-4kg |
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Europe |
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International Tracked |
£12.80 |
£14.90 |
£20.00 |
£42.25 |
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*International Tracked and Signed |
£14.55 |
£18.80 |
£27.30 |
n/a |
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World Zone 1 (generally, Americas (excl. USA), Africa, Middle East, Far East, South East Asia) |
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*International Tracked |
£11.00 |
£13.70 |
£21.30 |
£49.75 |
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*International Tracked and Signed |
£18.87 |
£28.49 |
£49.10 |
n/a |
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World Zone 2 (countries not covered in World Zone 1 or 3) |
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*International Tracked |
£19.70 |
£26.00 |
£41.50 |
£60.48 |
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*International Tracked and Signed |
£20.00 |
£28.00 |
£47.60 |
n/a |
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World Zone 3 (USA) - SERVICE SUSPENDED UNTIL FURTHER NOTICE |
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*International Tracked |
£- |
£- |
£- |
£- |
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*International Tracked and Signed |
£- |
£- |
£- |
n/a |
* Not available to all destinations – if your preferred option is not available at checkout, please contact us by email: info@theteahouseltd.com and we will do our best to accommodate your wishes.
Delivery charges are calculated by weight and size of the full package being shipped to you and the exact charge will show at check out before you pay. Please note that the weights listed on products are for the amount of tea only and do not include the packaging/packing goods which is included to calculate the shipping price.
ADDITIONAL UK DELIVERY OPTIONS
Tracked and Signed: you can upgrade to the Royal Mail “Tracked and Signed” service on any order at checkout where a signature will be required upon delivery.
Tracked 24: you can upgrade to the Royal Mail “Tracked 24" service on any order* at checkout. *Orders must be received by 1230pm to qualify for this service on any weekday excluding Fridays and UK public holidays. Royal Mail aim to deliver on the next working day.
INTERNATIONAL/NON-UK DELIVERY
Royal Mail International Tracked: this service is available to most countries. It aims to deliver to Europe within 3-5 working days, and worldwide within 5-10 working days. With this service you receive full tracking information and email/text notifications related to your delivery so you can follow your tea every step of the way. Please take particular note if relying on delivery to a ‘Safe Place’ as we cannot accept responsibility for goods damaged or lost through being left in unsafe places or open to the weather.
Royal Mail International Tracked and Signed: this service is available in certain countries and a signature will be required upon delivery. It aims to deliver to Europe within 3-5 working days, and worldwide within 5-10 working days. With this service you receive full tracking information and email/text notifications related to your delivery so you can follow your tea every step of the way. Please take particular note if relying on delivery to a ‘Safe Place’ as we cannot accept responsibility for goods damaged or lost through being left in unsafe places or open to the weather.
Special Notices:
Afghanistan, Somalia, Syria, parts of Ukraine and Yemen - deliveries to these countries have been suspended by our couriers and we cannot ship to these countries.
Gulf Cooperation Council (GCC) (Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, UAE) - import regulations preclude shipping to members of the GCC. Customers based in these countries may place orders, provided that the shipping address is not withing GCC countries.
United States of America - we have recently suspended deliveries to the USA due to tariff changes which have affected shipping costs and duties. Our website handles this by showing items as out of stock to customers whose delivery address is in the USA. Customers based in the USA may place orders, provided that the shipping address is not within the USA.
CUSTOMS AND DUTY CHARGES - INTERNATIONAL SHIPMENTS INCLUDING EU
Customs, duties, handling and administration charges may be applicable on international orders. Please check with your local customs department if in doubt. You are responsible for paying all customs, duties, taxes, import charges or other handling and administrative fees applicable to your delivery. Tracking and customs notifications will be sent by email and/or SMS to the contact information you provided. You agree that we will not be responsible for failure to deliver if you have supplied us with incorrect or incomplete contact information.
Brazil - deliveries to Brazil are liable for a 60% customs charge, payable by the recipient at the border. If the recipient is of Brazilian nationality, parcels are required to state the recipient's Cadastro de Pessoas Fisicas (CPF) or Cadastro Nacional da Pessoa Juridica (CNPJ) number. If the recipient is not of Brazilian nationality, parcels are required to state their Passport number. Failure to display this information will result in the parcel being refused or destroyed.
France - we are advised that France and its territories has introduced a small parcel tax of €2 for items posted from outside of the EU that are valued under €150. The fee will be collected directly from the recipient. This may cause more than average delays to orders sent to France. This fee is in addition to other customs, duty and handling charges.
Italy - we are advised that Italy has introduced a customs administration fee of €2 for items posted from outside of the EU that are valued under €150. The fee will be collected directly from the recipient. This may cause more than average delays to orders sent to Italy. This fee is in addition to other customs, duty and handling charges.
Romania - we are advised that Romania has introduced a RON 25 logistics tax for items posted from outside of the EU to Romania items valued under €150. The fee will be collected directly from the recipient. This may cause more than average delays to orders sent to Romania. This fee is in addition to other customs, duty and handling charges.
DELIVERY TERMS
We will despatch your order to the address you provide us when placing your order. You agree that we will not be responsible for failure to deliver if you have supplied us with an incorrect or incomplete address and contact information.
You agree that we will not be responsible for failure for you to receive your order if it is sent to a public destination e.g. workplace/college, or the ‘safe place’ stipulated by you for delivery in your absence results in damage by the elements, such as rain, malicious damage or theft etc.
You agree that we will not be held responsible if delivery has been attempted, and the parcel has not been collected from the sorting office and is subsequently returned to us. In this instance you, the customer, is responsible for re-delivery costs that will be incurred.
Please Note: Services are subject to the Royal Mail's service status. You can get daily updates on their Service Status here. Delays may be experienced during busy periods and disruptive weather conditions.
ORDER NOT ARRIVED?
UK orders may can take up to 10 working days to be delivered from the expected delivery date whereas international orders can take up to 30 working days from the expected delivery date.
CANCELLATION, RETURNS AND REFUNDS POLICY
CANCELLATION POLICY
You may request cancellation of your order at any time before it has been fulfilled and despatched either by contacting us by email: info@theteahouseltd.com or through your customer account: https://account.theteahouseltd.com. Your order will be cancelled during working hours (Monday to Friday 0900-1700 except public holidays) and a full refund processed direct to the original payment method. Once an order has been despatched, cancellation is no longer possible - please refer to our Refund section below.
REFUND POLICY
For orders that have been fulfilled, despatched and delivered, you may, for any reason within 7 working days ('working' days do not include Saturdays, Sundays and public holidays) of delivery of the Products ordered, request cancellation and refund.
Orders for certain Products may not be cancelled - these include: (a) Products that have been clearly personalised; and (b) Products that are perishable and have been opened, including all teas, infusions and food products.
You must notify us of your wish to cancel in writing, or by email to info@theteahouseltd.com and you must return the Product(s) to us (at your expense) in their original wrapping, unopened, intact and accompanied by all accessories and documentation which were part of the delivery to The Tea House, Limekiln Farm, Thornford Road, Sherborne DT9 6PS.
We will refund any monies paid to us in respect of a cancelled order within 14 days of receiving the returned goods in re-saleable condition.
Right of Withdrawal (EEA Customers)
If you are located in the European Economic Area (EEA), you have the right to withdraw from your purchase within 14 days of delivery, without giving any reason, in accordance with EU Consumer Rights Directive 2011/83/EU. This right does not apply to perishable or consumable goods (including teas and infusions) that have been opened, or to personalised products.
To exercise your right of withdrawal, please access your customer account: https://account.theteahouseltd.com before the 14-day period expires. You must return the goods at your own expense in their original, unopened condition to The Tea House, Limekiln Farm, Thornford Road, Sherborne DT9 6PS, United Kingdom. We will issue a full refund within 14 days of receiving the returned goods.
DELIVERY FAILURE
If a delivery is returned to us by our courier due to an incorrect or incomplete UK delivery address, we will contact you by email, using the email address provided at purchase. If we receive no response, we will attempt delivery a further three times for up to one month from the date of the order. If no response is received, we will refund the original cost of the goods, less postage costs if applicable.
We are unable to attempt redelivery of international consignments that are returned to us by our courier for whatever reason. We will contact you by email, using the email address provided at purchase. A refund will be processed to the original payment method for the cost of the items ordered, less postage costs.
RETURNS OF NON-CONSUMABLE GOODS
We will accept returns of equipment or faulty goods. Equipment or merchandise purchased from The Tea House must be returned unused in its original packaging to The Tea House, Limekiln Farm, Thornford Road, Sherborne DT9 6PS. Returns must be made within 14 days of purchase and refunds, if applicable, will be processed within 14 days of receipt.
Non-faulty goods must be returned unused and in their original packaging ‘as new’ at your own cost and you must provide evidence of having despatched the item. A full refund will only be issued if the item arrives in ‘as new’ condition. We reserve the right to reduce or refuse any refund if the goods show signs of use, damage, misuse or are returned in unsaleable condition. Refunds, if applicable, will be processed within 14 days of receipt.
Faulty equipment or accessories must be returned in their original packaging with evidence of despatch required in order for us to refund carriage costs. In the event that we arrange a collection, we will use our own courier and you will be required to be available for a nominated collection. Refunds, if applicable, will be processed within 14 days of receipt.
RETURNS OF DAMAGED CONSUMABLE GOODS
Whilst we want you to be happy with your order, as Tea and associated products are perishable and consumable we will only replace or refund these if they arrive with you faulty or damaged in any way. All requests must be accompanied by photographic or video evidence of damage, the goods must be complete and the original packaging must be retained. Returns must be made within 14 days of purchase to The Tea House, Limekiln Farm, Thornford Road, Sherborne DT9 6PSand refunds, if applicable, will be processed within 14 days of receipt.
We will not accept returns for goods that have suffered spoilage due to being sent out for arrival when the recipient is away from home. Where required we will use tracking information, Google Streetview and retrospective weather reports in assessing returns by our Customer Service team. Please contact our Customer Service team (Monday to Friday 0900 -1700 except public holidays) on 01935 892481 or by email info@theteahouseltd.co.uk in this instance. We will then work with you to resolve the issue.
CANCELLATION - Recurring subscriptions
Please note that our recurring subscriptions, when offered, (i.e. those that have automatic repeat payment) can be cancelled at any time by contacting our Customer Service team (Monday to Friday 0900-1700) on 01935-892481 or info@theteahouseltd.com heading the mail ‘CANCEL SUBSCRIPTION’.
If payment fails for a recurring subscription, we will attempt to take the payment from the nominated card again two days later up to a total of three times. If this final attempt fails, we will contact you by email to advise you of this. Please note that your order will not be despatched until payment is processed. Your subscription date will then reset to the day the successful payment was taken.
Reads Coffee Roasters Ltd t/a The Tea House
Limekiln Farm, Thornford Road
Sherborne, DT9 6PS
United Kingdom