Shipping Policy

1.1.    All deliveries will be made via standard delivery methods, no “Express” or “Next Day” delivery service is available.  Orders are generally prepared and despatched on the same or next Working Day. Orders will normally be delivered within 2 to 5 Working Days of the Seller sending the Dispatch Confirmation. However, all times, dates or periods given for delivery of the Goods are estimates given in good faith but without any responsibility on the Seller's part. 

1.2.    If the order has not been received within 5 Working Days of receiving the Dispatch Confirmation, Buyer should notify the Seller by email (trade-site-support@twinings.com). 

1.3.    Goods will only be delivered to UK addresses (this includes England, Scotland, Northern Ireland, Wales, Channel Islands, Isle of Man, Isle of Wight, Highlands and Islands of Scotland). 

1.4.    Goods will be delivered during normal working hours and may require a signature.  

1.5.    Delivery can only be made to the Buyer’s registered “ship to”/delivery address. This address can be changed by following the instructions on the “My Account” page on the Trade Website. Any change of address will take 5-10 Working Days to register and administer and become usable.

1.6.    The Seller shall not be liable (whether in contract or for negligence or otherwise
howsoever arising):

(i) for loss of or damage to the Goods occurring prior to delivery; or
(ii) for any claim that any Goods are defective or otherwise not in accordance with the Contract; or
(iii) for non-delivery; or
(iv) in the event the Buyer does not agree to any change in these Terms and Conditions of Sale, unless claims to that effect are notified in writing by the Buyer to the Seller:

1.6.1.    within 72hrs of delivery for loss, damage, defect or non-compliance with the Contract where such loss, damage, defect or non-compliance is or should have been apparent at the time of delivery; or

1.6.2.    within 120hrs of the date of the invoice for non-delivery; or

1.6.3.    72hrs after the Buyer has become aware (or should have become aware) of defects not apparent at time of delivery; or

1.6.4.    in accordance with Condition 17.4 in the event the Buyer does not agree to change in these Terms and Conditions of Sale and wishes to return Goods ordered prior to but despatched after such change.

The Seller shall examine the returned Goods and will notify Buyer via e-mail within a reasonable period of time whether they are entitled to a refund or credit note (“Refund Confirmation”). Refunds or credit notes will be processed within 30 days of the date of the Refund Confirmation. 

1.7.    In the event of a valid claim for defect, loss, damage, non-compliance with the Contract, non-delivery or non-acceptance of a change in these Terms and Conditions of Sale, the Seller undertakes to issue a refund or issue a credit note but shall not be under any further or other liability in connection with such non-delivery, loss, damage, non¬compliance or non-acceptance. The Seller will usually refund any money received from the Buyer using the same method originally used by the Buyer to pay for the Goods.

1.8.    The Seller shall not be liable for any claim in relation to the Goods under Condition 8.7 if:

1.8.1.    the Buyer makes any further use of such Goods after giving notice of the relevant claim; or

1.8.2.    the defect arises because the Buyer failed to follow the Seller's oral or written instructions as to the storage, installation, use or maintenance of the Goods or (if there are none) good trade practice; 

1.8.3.    the Buyer alters the Goods;

1.8.4.    any other negligent act or omission, default or breach on the part of the Buyer.

1.9.    If the Buyer shall fail to give notice in accordance with Condition 8.6 above the Goods delivered shall be deemed to be in all respects in accordance with the Contract and without prejudice to earlier acceptance by the Buyer it shall be bound to accept and pay for the same accordingly and all claims in respect of non-delivery, loss, damage, defect or non-compliance shall thereafter be wholly barred.

If you have any questions about this privacy policy or your privacy, you can contact us at by email at trade-site-support@twinings.com