FAQ

Placing an order

Simply select the product you want and add to the shopping cart. A soft add to cart window will be displayed and this will give you a full breakdown of what’s in your basket. You can up the product quantity or remove an item here. Please select ‘Continue Shopping’ or ‘Checkout’.

To place an order with us you need to register as a customer, then every time you shop you just need to enter your user name & password and all your details will be remembered, so you don't have to enter them all again. You can register as part of the checkout process. A special discount code will be sent to all customers after they place their first order.

 Payment

When you are happy to complete your purchase and wish to pay by Paypal or credit or debit card via Worldpay you will be directed to the relevant secure on-line payments service.  No credit card details will be taken or held by The Tea Makers Limited.

If you want to pay by bank transfer please select the relevant option and follow the instructions on the screen.

Shipping Charges

Please see Delivery Information  for shipping Charges.

Returns and Refund Policy

At The Tea Makers we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. We will gladly accept back any item that was purchased within 30 days of receipt that you do not wish to keep. Non-faulty items must be returned in their original packaging and in an undamaged condition. Due to hygiene reasons we will not be able to accept teas, if the packaging is opened. We offer most of the teas in taster packs and recommend purchasing this before committing to larger order.

Please be aware that post and packaging is not refundable, except where items have been returned because they are faulty or do not otherwise conform to your order.

We cannot be held responsible for goods that are returned to us that are lost in transit. If you are concerned, then we recommend that you send the goods by recorded delivery and retain proof of posting.

If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the goods have been delivered to you. Further, under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any of these items within a period of 7 working days, beginning with the day after the day on which the item is delivered. This applies to all of our products, which are unused and in an "as new" condition.

To cancel an order please inform us via email pack the relevant item securely and send it to us with the delivery note so that we receive it within 30 days after the day of the date that the item was delivered to you.

As soon as we receive the returned goods, we will refund the relevant part of the purchase price for that item.

For all overseas customers, we strongly advice to make sure that the product is relevant to you before making the purchase. We are happy to answer any questions you may have before the purchase. Unfortunately, we are unable to accept returns sent to some overseas countries, due to logistic reasons.

When and how will I receive a reund?

We will always try to process all returns as quickly as possible, however, please allow 7-days for us to receive and process your item. As soon as the return has been completed, you will receive a confirmation email. The funds will then be returned to the original payment method, which can take up to 7-days. This will depend on the payment method used, bank or time of the year, such as bank holidays and Christmas.

If your order was paid in part, or full, by an eGift Voucher, the refund will be issued in the form of another eGift Voucher up to the value of the original eGift Voucher used.

I have received an incorrect item

We are sorry that you have received an incorrect item. So that we can process a refund, we will need to ask that the item is returned.

Please ensure that you retain Proof of Postage when returning the item so that we can reimburse you for the cost. You can send a copy of this within your email.

As with all refunds, we will process this as quickly as possible. This, however, may take up to 14-days, depending on the payment method used, your bank or the time of year.

Can I make changes to my order?

Unfortunately, once you have placed your order, we are unable to make any changes to it. This includes adding or removing items, changing sizes, colours, delivery address, the delivery option or the email address associated with the order.

Quality

The Tea Makers LTD are committed to providing the very best quality Speciality Teas. All our teas have been carefully and personally chosen ensuring that only the freshest tea leaves are available. We have used appropriate packaging for different options to maintain freshness and to enjoy the health benefits for longer.

Japanese Teas

All our teas imported from Japan are governed by the provisions of lmplementing Regulation (EU) No 996/2012 imposing special conditions governing the import of feed and food originating in or consigned from Japan following the accident at the Fukushima nuclear power station. All our teas are tested and certified by the 'Tokai Regional Administration Office of the Ministry of Agriculture, Forestry and Fisheries’, that they are compliant with the legislation in force in Japan and EU as regards to radiation. Further, these certifications are examined at the point of entry to UK before the teas are released for distribution. Therefore we can confirm that the teas sold by us are safe and radiation free.  Please let us know if you need more information.

Currency

Please note that prices shown in currencies other than GBP are indicative values based on exchange rates that are updated weekly. All transactions on the website are processed in GBP.

Loyalty Points

Our loyalty points system is explained fully on the following page: Our loyalty points explained

Redeeming Loyalty Points : When you have 100 or more points you will be presented a check box at the checkout with the option of using them.  

The Points are valid for 12 months based on your order date. You can view your loyalty points under 'Your Account>>Order Information'. Points are updated after an order is dispatched.

Coupon Codes

Coupon codes can be used to redeem any special promotional offers. We may temporarily withhold the right to use coupon codes when there are any promotions across the website. Coupon codes are not valid for sale items.

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The Tea Makers of London