FAQs
1.1 Where do you deliver?
We only deliver to UK addresses.
1.2 Do you deliver to PO Box addresses?
No, we do not deliver to PO Box addresses.
1.3 How much does delivery cost?
The cost of delivery is included in the price displayed on our website.
1.4 How long will delivery take?
Our process is to prepare your order and despatch on the same or next working day [Monday to Friday], which means that you receive your order within 2 to 5 working days of placing the order.
1.5 What time will my delivery arrive?
As we use couriers to deliver your order we are unable to provide an exact time of delivery. Our couriers deliver on Monday to Friday during normal working hours.
1.6 Can you deliver to a different address than my billing address?
Delivery can only be made to your registered “ship to”/delivery address. If you need to change this address, please follow the instructions on the “My Account” page on our website. Please note we need 5-10 Working Days to register and administer any changes to addresses.
1.7 What if I am not in when my order is delivered?
Our couriers will leave notification so you can re-arrange delivery.
1.8 Will a signature be needed for my delivery?
Yes, a signature will be required for all deliveries.
1.9 Do you deliver on a Saturday or Sunday?
No order will be delivered on a Saturday or Sunday.
1.10 What if my delivery doesn’t arrive?
If you do not receive your order within 5 working days, please contact us using the contact us page on the website or email us at trade-site-support@twinings.com and we will investigate.
1.11 What happens if all delivery attempts fail?
The order will be returned to the courier depot for your collection, failing that the order will be returned to Twinings. If the order is returned to Twinings we will arrange the appropriate refund/credit.
1.12 Can I have more than one delivery address?
Delivery can only be made to your registered “ship to”/delivery address. If you need to change this address or wish to add another delivery address, please follow the instructions on the “My Account” page on our website. Please note we need 5-10 working days to register and administer any changes.
1.13 Can I have same day delivery?
All deliveries will be made via standard delivery methods, no “Express”, “Same Day” or “Next Day” delivery service is available.
1.14 Can I request delivery at a specific time?
No. All our shipments are handled by courier, this means the customer will be emailed a tracking number when their item has been shipped. This tracking number will help them plot the delivery date. All deliveries will take place Monday to Friday during normal working hours.
2.1 Do I have to order online?
Yes, as this is the safest and most secure method of placing your order.
2.2 Can I place an order via telephone or fax?
No, all orders must be placed using our online facility.
2.3 Is it safe to order online?
Yes. We use industry-standard encryption systems for potentially sensitive information such as your name, address and other critically sensitive information. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. Twinings does not hold your payment details on any online database.
2.4 How do I know that you have received my order?
After you hit the 'place order' button, you will receive a message on screen confirming the Order ID. You will also receive an email as confirmation that the order has been placed. A further email will be sent once your order has been despatched.
2.5 Can I make changes to my order?
Once you have received email confirmation that your order has been confirmed no further order amendments may take place.
2.6 If I complete my order, and then want to order an additional item what do I do?
Your original order cannot be amended therefore you will need to place an additional order.
2.7 Can I track my order?
Yes. Once your order has been despatched, you will receive an email containing your tracking number. Click on the link in this email and you can check the delivery status of your order.
2.8 Can I cancel my order?
If you need to cancel your order please contact us as soon as possible by email at trade-site-support@twinings.com
2.9 Is there a cut off time to place an order?
No, you can place orders at any time of day. If an order is received by 12 midday, the likelihood is it will be picked same day for delivery in 2 to 5 working days, however this is not guaranteed. It is dependent on the volume of orders placed in any one trading day.
2.10 Can I save my order and come back later to complete it?
Yes. If you are logged in, add items to your basket, then log out, the details of the basket will be "remembered" the next time you log in.
3.1 I've received incorrect or damaged stock
Please refer to our Terms and Conditions document.
3.2 How do I return a product?
If you wish to return a product to us, you must notify us of your intention to do so within 3 Working Days of receiving the product by emailing trade-site-support@twinings.com before returning the product to us. No return request will be accepted after this time. We aim to respond to your enquiry within 48hours.
3.3 Can I return a product that was part of a promotional deal?
If you wish to return a product that was bought as part of a promotion, we can only process the return if you return all the products which were subject of that promotion.
3.4 Can I log my return online?
No, please email us at trade-site-support@twinings.com and we will respond to your enquiry within 48hours.
3.5 How long does it take to process the return?
We aim to process the return within 5 working days of the stock arriving back at our warehouse.
3.6 How can I track the status of my return?
Unfortunately at this time we do not have the facilities that allow you to track your return. Please however contact trade-site-support@twinings.com if you have any questions relating to a return.
3.7 Do you refund the delivery charge?
Unless the product is returned because of defect or damage, we do not reimburse you for any original delivery charges incurred.
3.8 How long do I have to return a product?
If you wish to return a product you must inform us within 3 working days of receiving the delivery. No return requests will be accepted after this time.
3.9 How much does it cost to return a product?
If the product you wish to return is in good condition, you will be responsible for the cost of the return. The cost will be dependent on what method you use e.g. Royal Mail, courier etc.
4.1 Will I be able to access my order history?
Yes, previous order history can be accessed in the ‘my accounts’ page of the website. You can either edit and re-order from your order history or simply re-order any order in your history.
4.2 How can I pay for my order?
Payment terms remain in line with your existing terms and conditions. For any queries, please contact trade-site-support@twinings.com
4.3 When will I be charged?
Once we have shipped your order, you will receive your invoice via email confirming payment in accordance with your existing terms and conditions.
4.4 Will I receive an invoice?
Yes, you will receive your invoice via email following shipment of the order. If you do not receive an invoice within 5 working days please contact trade-site-support@twinings.com.
4.5 How will I be notified of promotions?
Promotions that you are eligible for will be visible on our website, you may also receive an email alert with promotional offers from time to time. For any further details please contact your account manager.
4.6 I need more information about a product?
We aim to give as much information about product descriptions as possible, however if you have any further queries please contact us at trade-site-support@twinings.com and we will endeavour to help with your enquiry.
4.7 What happens if a product is out of stock?
All Products offered are subject to availability. We will endeavour to identify any “out of stock” products on our website, this will not allow you to order the product. In the event that there is a stock problem when the order is picked, when occasionally, large or frequent orders might mean we run out of stock during the trading day, we will contact you immediately.
4.8 I can’t find a product?
Please contact us at trade-site-support@twinings.com and we will endeavour to help with your enquiry.
4.9 I have forgotten my password
On the login page, click the 'Forgotten your password?' link that is displayed below the sign in button and follow the instructions. If you continue to experience problems please contact us at trade-site-support@twinings.com or using the contact us page online.
4.10 I wish to change my log on email address?
Please contact trade-site-support@twinings.com.
4.11 Can I pre-order an item?
No, unfortunately we are unable to offer any pre-order facility at this time.
4.12 How can I contact you?
Please email trade-site-support@twinings.com. We aim to respond within a maximum of 48 hours (Monday-Friday).
4.13 What will happen if the website crashes?
From time to time the site may crash. If it does, it will be momentary and the customer can then refresh their web browser page. There would not be a loss of browsing data, such as items already placed into the shopping cart. If the crash happens whilst the order is taking place, the order processing will stop and the customer will need to attempt to make payment again. The online support team will be aware of any crashes on the system. We can see this information in the administration area of the website. If a total crash happens or the site needs to come down for a period of time for maintenance, then a replacement message will be shown directing trade customers to alternative methods of order placement or for them to wait until the site is available again for use, this message would also indicate how long the outage is likely to be.
