Superblends Unwind - 20 Envelopes

UK Deliveries

1.1 For UK standard deliveries, please allow 7 working days* from date of dispatch to receive your order. We'd ask that you only contact us if you have not received your order after 7 working days. For UK express deliveries, please allow 2 working days* from date of dispatch to receive your order. Please note Express Delivery has been removed between 27th January & 5th February 2025 whilst we make make some improvements at our warehouse.

1.2 We use Royal Mail, DHL, DX, FedEx and Evri for UK deliveries.

1.3 For Standard delivery £3.95 [including free postage deliveries], our aim is to prepare your order and despatch it within 2 working days [Monday to Friday excl. bank holidays], which means that you receive your order within 5 to 7 working days from the date it was placed. This may not always be possible depending on the volume of orders on our system.

1.4 For Express deliveries £6.95 [UK only], orders received before 2.00pm (Mon - Thurs) will be processed and despatched on a priority basis to ensure it reaches you within 2 working days. Please make sure you are at the delivery address within these 2 working days to accept the order as a signature will be required. Our shipping department is open Monday to Friday (excl. bank holidays), meaning an express order placed after 2.00pm on a Thursday but before 2.00pm on a Friday, will be scheduled for delivery the following Monday (excl. bank holidays). Our express service is handled by DHL; we aim for you to receive your order within 2 working days (Mon-Fri). DHL will contact you by email to help you track your order once it has been despatched. Our express delivery service DOES NOT guarantee your order for next day delivery, even if it was placed before 2.00pm (Mon - Thurs).

1.5 We will use all reasonable endeavours to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.

1.6 If you do not receive your order within 10 working days from the date of despatch, please contact our Customer Services on 01264 313444 or email us at twinings.direct@twinings.com. We would request that you contact as soon as possible and within 18 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.

1.7 We will replace lost or damaged orders free of charge, so long as the other conditions within our Shipping Policy are met and investigations by our carriers show justification or are inconclusive.

1.8 If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.

1.9 Highlands and Islands orders will be subject to additional shipping charges if they weigh over 4.5kg. If these charges are not applied at the time of placing your order, this will be discussed with you prior to your order being dispatched.

1.10 Large volume orders may be subject to additional shipping charges. This will be discussed with you prior to your order being dispatched.

1.11 We cannot ship orders over 5kg to PO Box addresses.

1.12 Deliveries to BFPO addresses are charged at our UK Standard delivery rate of £3.95.

1.13 We cannot ship orders to BFPO addresses on our Express delivery service (£6.95). If your order is returned to us following your selection of this delivery method, we are unable to refund the express postage charge.

1.14 Orders shipped to BFPO addresses must weigh less than 2kg. If your order is returned to us because it exceeds this weight, we cannot refund your postage charge. If your order qualified for our free UK Standard delivery rate, we reserve the right to make a £3.95 deduction to cover this cost.

1.15 We cannot be held liable for any delays, loss or returns of orders sent to BFPO addresses, that do not satisfy the requirements of 1.14- 1.15

*Working days are Monday - Friday only. Working days will also exclude public holidays.

2.1 Delivery timescales shown at the checkout are from the date of despatch. Our aim is to prepare your order and despatch it within 2 working days [Monday to Friday excl. bank holidays]. This may not always be possible depending on the volume of orders on our system.

2.2 We use Royal Mail, DHL and IFS for our international deliveries.

2.3 For DHL, the services available and delivery timescales will be displayed at the checkout in working days*. Please see an outline of delivery timescales below:

Europe:

Express: 1-2 days

Standard: 3-6 days

USA:

Express: 2-3 days

Australia:

Express: 2-4 days

Canada:

Express: 2-3 days

Standard: 6-12 days

Rest of World:

Express: 2-4 days

Standard: 6-12 days

2.4 If you choose DHL, you will receive a notification from DHL On-Demand Delivery (ODD) which will provide you with email/SMS updates about your shipments progress and estimated delivery date/time. If the delivery doesn’t fit your schedule, the 100% free service enables you to choose the time and place of delivery, giving you maximum flexibility and greater control over your shipment.

2.5 For Royal Mail International deliveries, please allow 15-20 working days* to receive your order.

2.6 For IFS International deliveries, please allow 5-7 working days* to receive your order.

2.7 We will use all reasonable endeavours to ensure these times are met, but we cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.

2.8 Royal Mail International will only be shown as a delivery option at the checkout if your order weighs less than 2kg and/or less than £100 in value.

2.9 Orders are despatched from Northern Ireland which means there are no duties and taxes on shipments being delivered within the EU (excl. Norway & Switzerland).

2.10 Duties and taxes are exempt on orders under $800 to the USA.

2.11 Duties and taxes are exempt on orders under $1000 to Australia.

2.12 All delivery timeframes are subject to the satisfactory clearance of your order through customs by you where applicable. We cannot be held liable for any delays in delivery because of ongoing clearance by your local customs authority or delays caused by the recipient not providing the relevant paperwork, licenses, or payment for clearance on time.

2.13 We are not currently able to ship orders to Belarus, Canary Islands, Ukraine and Russia due to strict customs regulations.

2.14 We cannot send shipments to Turkey with a value of €30 (£25) or more due to limits imposed by customs and high import duty rates.

2.15 We cannot ship Options and Ovaltine products outside the UK. If these products are on your order for international delivery, they will be cancelled and refunded.

2.16 We cannot ship Sparkling Tea products outside the UK. If these products are on your order for international delivery, they will be cancelled and refunded.

2.17 We cannot ship any Advent Calendars on our Royal Mail International delivery service.

2.18 We cannot ship any products which contain Wood or Wickerware to the United States. It is the customers responsibility to ensure the products being ordered are free from these components. Twinings will not be held liable for any loss or damage to shipments refused by customs for these purposes.

2.19 We cannot ship any products which contain Citrus Peel, Wood or Wickerware to Australia or New Zealand due to strict customs regulations. It is the customers responsibility to ensure the products being ordered are free from these components. Twinings will not be held liable for any loss or damage to shipments refused by customs for these purposes.

2.20 We cannot ship international orders to PO Box addresses.

2.21 We cannot ship orders to APO addresses via DHL. If your order is returned to us following your selection of this delivery method, we cannot refund your postage charge.

2.22 Orders shipped to APO addresses must weigh less than 2kg. If your order is returned to us because it exceeds this weight, we cannot refund your postage charge.

2.23 We cannot be held liable for any delays, loss or returns of orders sent to APO addresses, that do not satisfy the requirements of 2.17 and 2.18.

2.24 We can only ship orders to the UAE via DHL.

2.25 When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes where applicable, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Contact your local customs office for further information. If these charges are unpaid, your order may be returned to us, and we will be unable to refund shipping costs. There may also be costs associated with the return to us, which will be deducted from any refund value. In certain situations your order may be destroyed by customs if duties and taxes are not paid. In this instance, we cannot refund product or shipping costs for these reasons.

2.26 Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value where applicable. You may also need to provide specific licenses or documentation forclearance of your order once it arrives in your destination country. This may vary from country to country, and we ask that you contact your local customs office for additional information before placing an order. We cannot refund any shipping costs should your order be returned for any of these reasons. There may also be costs associated with the return to us, which will be deducted from any refund value. In certain situations your order may be destroyed by customs if you are unable to provide clearance for the order; in this instance we cannot refund product or shipping costs for these reasons.

2.27 If you do not receive your order within 20 working days, please contact Customer Services on 01264 313444 or email us at twinings.direct@twinings.com. We would request that you contact us as soon as possible and within 30 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.

2.28 We will replace lost or damaged orders free of charge, so long as the other conditions within our Shipping Policy are met and investigations by our carriers show justification or are inconclusive.

2.29 If your order is returned to us due to several failed delivery attempts, non-collection, or an insufficient/incorrect address, we cannot refund any shipping costs. There may also be costs associated with the return to us, which will be deducted from any refund value.

2.30 Our third-party carriers may not be able to deliver to certain countries at particular times for reasons of politics, government, natural disaster or operational crises. In such circumstances your shipment will be returned to our mail centre and held till such a time that they are able to deliver to you. In these circumstances you may ask for the order to be refunded.

2.31 Large volume orders may be subject to additional shipping charges. This will be discussed with you prior to your order being dispatched.

*Working days are Monday - Friday only. Working days will also exclude public holidays.

Worldwide fast delivery with DHL Express.

When you choose Express delivery by DHL, your order will be sent with the On Demand Delivery (ODD) Service.

Once your order is shipped, you will receive a shipping notification from DHL EXPRESS.

DHL ODD notifies you by email and/or SMS about your shipment’s progress and estimated delivery date/time. When this date does not fit your schedule, you can customise your delivery via DHL ODD and decide how, where and when the delivery takes place at the time and location that suits you best.

DHL On Demand Delivery offers flexible delivery options:

- Deliver my package to another address: alternate delivery to work or family.

- Deliver my package at a safe place: authorise shipment release to appointed safe place.

- Deliver my package with neighbour: Leave the package at your neighbour, reception or guard specified.

- Delivery my package at a DHL ServicePoint: hold for pick-up collection.

- Request to store my package: vacation hold safekeeping your parcel up to 30 days.

•Delivery my package on another day: scheduled delivery.

24 January 2025

Due to adverse weather conditions affecting most of the UK & Ireland, there may be a delay in the delivery of your order. We'd kindly ask that you allow an additional 2-3 working days to receive it.

Cancellation

You may cancel your order within 14 days of the date on which the Products are delivered to you for any reason. Please be aware that we are unable to cancel, refund or exchange the products listed below unless they are faulty or not as described (please see Return of Faulty Products sections for further information about returning faulty goods). You can cancel during this 14-day cooling-off period by (a) informing us by either:

•emailing your cancellation to us at twinings.direct@twinings.com

•calling us on +44 (0)1264 313444 between the hours of 8am to 6pm Monday to Friday (except for Public Bank Holidays);

and (b) returning the Product(s) to us. Products should be returned to Twinings Direct, Unit 13, 15 Trench Road, Mallusk, BT36 4TY , UK without undue delay and in any case, not later than 14 days from the day on which you cancel. Please note that we will not reimburse your postage costs for returning Products. You will be responsible for the cost of returning the item(s) to us and risk remains with you until we receive the Product(s). These provisions do not affect any statutory rights that you may have.

Products we are unable to cancel, refund or exchange:

•Products which have been personalised for you.

•Perishable goods such as confectionery, chocolate, biscuits, cakes, crackers, marmalades and preserves.

•Sale items reduced due to a short best before date (this will be indicated on the product listing).

Effect of Cancellation & Refund Policy

If you cancel your order in accordance with these terms and conditions, we will reimburse to you all payments we have received from you in respect of the returned Products including any applicable costs of delivery to you except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).We may make a deduction from the reimbursement for any loss in value of any Products supplied, if the loss is the result of unnecessary handling. Unnecessary handling is any handling over and above what is necessary to establish the nature, characteristics and functionality of the products (i.e what you would do in a shop to inspect the products prior to purchase). For the avoidance of doubt, we will not refund Product(s) which have been opened or tampered with or which have been consumed in whole or in part (unless the Products are defective and such defect was only apparent on opening of the Product). It is your responsibility to ensure Products are returned in suitable packaging, we will make a deduction from the reimbursement of any items returned damaged if they are not suitably packaged.Please note that we may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent the Products back, whichever is the earliest. We will then reimburse you within 14 days of the earlier of these two events using the same means of payment used for the initial transaction, unless you have agreed otherwise.We may have to cancel an order before the Products are delivered, due to an event outside our control or the unavailability of stock. We will promptly contact you if this happens. If we have to cancel an order and you have made any payment in advance for Products that have not been delivered to you, we will refund these amounts to you.

Return of Faulty Products

We are under a legal obligation to supply products that conform to the Contract. Therefore, if the Products delivered are not of satisfactory quality or do not conform to the description provided or any of these terms upon delivery, you may cancel the Contract and obtain a full refund (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us) by returning the faulty Products to us at Twinings Direct, Unit 13, 15 Trench Road, Mallusk, BT36 4TY , UK within 6 months from the date of purchase, refund will be processed to the card the payment as taken from up to 90 days from order date, after this time a gift card may be used to provide the refund for the remaining 90 days. On notifying Twinings of your faulty Products, please provide proof of purchase (providing your order number will be satisfactory).

Please note that we may withhold reimbursement until we have received the faulty Products back or you have supplied evidence of having sent the faulty Products back, whichever is the earliest. We will then reimburse you within 14 days of the earlier of these two events using the same means of payment used for the initial transaction, unless you have agreed otherwise.