Here at Hebden Tea, we’re dedicated to helping you to find the perfect tea. To make your visit to our online store as pleasant as possible, here are a few answers to some commonly-asked questions:
Postage and Packing Rates
We believe that ordering our products should be as simple as possible, and so we don’t use complex charts; our pricing for online orders is straightforward and easy to understand.
Flat postage cost for “tea” orders to the United Kingdom: That means that you can order as many teas as you require for the same shipping rate. Please note: ‘Tea Only‘ orders over £25 will be posted free of charge within the U.K. Regular shipping costs for tea orders under £25 is £3.90, so why not add hit the £25 mark and benefit from the free delivery option.
For orders outside the UK, and for orders which include heavier crockery items, our postage costs are adjusted accordingly. This is applied automatically to your online shopping cart to ensure that you will always be able to see how much your postage and packaging will cost before you place your order.
We will only ever charge you the standard Royal Mail delivery costs, plus a little extra in order to cover packaging costs. All of our orders are carefully packed by hand to make sure that our products reach you in perfect condition.
If an incorrect address is provided by the customer, redelivery can be arranged and will be charged at £3.90 Standard Royal Mail 48hr service.
Free Delivery Returns: If your parcel is returned to us due to a customer error – eg. providing an incorrect delivery address – and you do not wish to order redelivery, £4.10* will be deducted from the total amount refunded to you. *This is the amount incurred by us as set by Royal Mail – you will still receive a refund on all items (teas/accessories) purchased minus administration fees*.
Where an item is returned to us (upon unsuccessful delivery) and the fault lays with HebdenTea.com – A full refund will be applied.
Paid Postage Returns: Where a customer has paid the cost of postage in addition to the cost of their items, this amount will returned to the customer.
*Administration fees: A fee of 3% of the total bill (including our postage cost) will be deducted to cover administration costs.
For orders which qualify for free shipping, postage will be deducted from the total amount refunded to you.
Refunds may take up to 14 Days to clear.
Orders placed before 3 pm will be posted by us on the same day, while orders placed after this time will be posted on the following day. All of our packages sent to UK mainland addresses are sent via Royal Mail. For orders over 4 kg (including packaging) we will use a courier service of our choice.
Oops, We’re Out of Stock!
We make every effort to manage our stock levels as carefully as possible and out-of-stock items are marked on our website as soon as we are able to do so. However, on rare occasions – perhaps if demand for particular items exceeds our projected sales – we may run out of stock before this is reflected on our online storefront. It is likely that we will still be able to offer the item with a slightly delayed delivery date, but if this ever happens we will inform you via e-mail and offer you the opportunity to claim an immediate refund.
If a product is out of stock, it can still be purchased but will be clearly marked as:
‘AVAILABLE ON BACKORDER’. Your purchased items will be sent once all products are back in stock, this may take up to 3 weeks. If you would like to know about the delivery times for backordered products, please contact us and we will try find out for you.
Did My Order Go Through?
Technology isn’t perfect, but when you’re ordering items online you want to be sure that your order has been received. If you suffer connection or computer problems while placing your order and want to confirm that we received it, simply contact via email email@example.com and we will check the status of your order.
Last, but not least, excellent customer service is really important to us. If we haven’t answered your questions or you have any feedback, we would love to hear from you so please get in touch.