Delivery Information

We aim to make receiving your tea as smooth and reliable as possible. Below you’ll find our dispatch times, delivery methods, and what to expect for both domestic and international orders.

Dispatch Times

Orders are usually dispatched Monday to Thursday, excluding bank holidays.
We aim to process all orders within two working days (Mon–Thu), and often do so faster.

Please allow:

• Up to five working days from the date you place your order for Standard Delivery.

• Up to three working days for Express Delivery.

These timeframes include both our processing time and the courier’s delivery window.

Standard Delivery – Royal Mail Tracked 48

• Service used: Royal Mail Tracked 48.

• Delivery timeframe: Typically 2–3 working days from dispatch.

• Tracking: We provide a tracking number so you can follow your parcel.

• Receiving your order: Royal Mail may require someone to be present, so we recommend providing a daytime or work address if you’re not usually at home.

If your parcel has not been delivered by 7 working days after the due date, please email hello@waterlootea.com with your order number, and we’ll investigate.

Express Delivery – DPD Local Next Day

• Service used: DPD Next Day (via DPD Local).

• Delivery timeframe: Next working day after dispatch.

• Tracking: We provide a tracking number so you can follow your parcel.

• Receiving your order: This service is tracked and signed-for, so please use an address where someone will be present.

If your parcel has not been delivered by 3 working days after the due date, please email hello@waterlootea.com with your order number, and we’ll look into it.

International Shipping

• Service used: Royal Mail International Tracked & Signed.

• Estimated delivery times:

  • Europe: 3–5 working days

  • Rest of the world: 6–7 working days

• Import taxes & duties: You may be required to pay import VAT, customs duty, or handling fees. These are assessed by the courier or customs authority on delivery, and we are unable to calculate or cover these charges.

• Delivery timelines:

  • For European orders, email us if not delivered within 20 working days after the due date.

  • For rest of world orders, contact us if it hasn’t arrived within 25 working days after the due date.

• Other considerations: Occasionally, parcels may be held at customs or delayed due to local import procedures. Because of this, we cannot guarantee delivery dates for international orders.

Shipping Costs

• Calculated at checkout — shipping costs are shown when you place your order.

• Free shipping: We offer free delivery on orders over £40.

Returns & Refund Policy

• We’re sorry, but we cannot accept returns on opened food items, including our teas, for safety and hygiene reasons — unless there is an issue with the order (faulty, damaged, or incorrect product).

• Unopened tea and non-food items (such as teaware) can be returned within 30 days, provided they are in their original condition.

• Refunds:

  • For faulty, or incorrect items, we cover the cost of the return and provide a full refund or replacement.

  • For other returns (e.g., unwanted or mistaken items), the customer is responsible for return postage.

• If something is wrong with your order, please email hello@waterlootea.com with your order number, and we’ll make it right.