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FAQ's

ORDER QUERIES

I'm missing a product from my order, what do I do?

Don't panic, if this does happen it is an extremely rare occurrence. If you are missing a product from your order please contact us as soon as you notice to let us know what product is missing and we will endeavour to get back to you within 1-2 working days to resolve this issue.

What do I do if I receive a faulty product in my order?

In the unlikely event you receive a faulty product please inform our friendly customer care team via email or our contact form. Please specify order number, item, fault with the product and attach images of the faulty product as this will help our customer care team to resolve the issue quickly and efficiently.

Please do not dispose of faulty product before we have investigated the issue fully.

What do I do if I receive a damaged item or product in my order?

We package our parcels with love and care so in the unlikely event you receive a damaged item please inform our friendly customer care team via email or our contact form. Please specify order number, item, damage to item or product and attach images of the damaged item as this will help our customer care team to resolve the issue quickly and efficiently.

Please do not dispose of the damaged item or product before we have investigated the issue fully.

How do I amend my order?

We are renowned for our quick dispatch and delivery service here at New English Teas, as we want to get your parcel to you as soon as possible.

There is a small window from point of purchase to dispatch time in where we may be able to amend your order, please contact us as soon as possible to notify us of any changes you need to make to your order items, shipping or address.

If your order has already been picked, packed and dispatched unfortunately, we are unable to amend your order as it would have already left the warehouse.

If you wish to amend your order call us on +44 (0) 24 76 620333 or email us on hello@newenglishteas.com

How do I cancel my order?

We are renowned for our quick dispatch and delivery service here at New English Teas, as we want to get your parcel to you as soon as possible.

There is a small window from point of purchase to dispatch time in where we may be able to cancel your order, please contact us as soon as possible to notify us that you wish to cancel.

If your order has already been picked, packed and dispatched unfortunately, we are unable to cancel your order as it would have already left the warehouse.

If you wish to amend your order call us on +44 (0) 24 76 620333 or email us on hello@newenglishteas.com

PRODUCT & STOCK QUERIES

Why have I received an email saying the item I've ordered is out of stock?

In the unlikely event we have ran out of a product you have purchased our first point of contact will be to call you to let you know. However if you are unable to answer the phone we will correspond with you via email to inform you that your products have become out of stock and therefore we will offer you an exchange for a similar product at the same value, inform you of our next stock update delivery date and ask if you would like to wait or offer you a refund.

How can I search to find products on the website?

To search for products on our website please use the search bar located in the top left hand corner of ever page or simply use the refined search and sort on the left hand side of the product page.

RETURNS AND EXCHANGES

What is your return policy?

Please see our returns page for our full returns policy. We accept returns within 30 days of purchase however please inform us you would like to return your items within 14 days of receipt.

When can I expect my refund?

If you have returned a product to us please expect either a credit note, exchange or refund to be processed within 7 working days of receipt of your return.

STILL HAVE QUESTIONS?

Contact us hello@newenglishteas.com