Answers to some of your common questions

Yes, we offer account terms with 30 days' credit to business customers who have already placed three or more orders with us.

To open an account, ask us to send you an application form. You will need a company registration number, a VAT number and two trade references. We will make enquiries about your creditworthiness before giving credit and reserve the right to withdraw credit facilities at any time. Interest is charged on overdue accounts and we will not despatch orders unless your account is in good standing. For further information refer to our Trade Terms and Conditions.

To obtain the most recent Buyer's Guide, complete the form on the Catalogue page and we will send you one via email. Alternatively, telephone us on +44 (0)2392 750122.

Yes. We have a range of items designed to support your business. Some are free. For more information, see Promote Your Business or phone us on +44 (0)2392 750122.

To find out whether your tea is suitable for taking milk, and for any other questions about brewing your tea, refer to the tea description. You can select the appropriate box in the Tea Selector in the left hand sidebar. The section about milk is near the bottom.
You can also obtain A5 sized Tasting Notes for every tea. Please telephone us and we will send them to you.

All tea contains caffeine. There is very little difference in caffeine content between different tea types. No herbal teas contain caffeine, with the exception of Yerba Mate, which contains less caffeine than tea. If you are unsure, use the Tea Selector check-boxes in the left hand sidebar. The caffeine section is near the bottom. Or you can always telephone us on +44 (0)2392 750122.

Yes, your satisfaction is totally guaranteed on all our teas and other products are fully guaranteed. We also guarantee delivery. If your tea does not arrive, or if you are not 100% happy with it, simply telephone us on +44 (0)2392 750122 and we will give you an immediate refund.

We have specific offers for caterers, retailers and wholesalers. Our discount structure, which is based on your average monthly purchasing turnover, provides for a suitable margin at each of these points in the market. Our pricing is easy to understand and you will be clear from the outset what margin you can expect to achieve using our recommended retail / wholesale price.

Other typical cases are coffee and tea merchants, internet retailers, ship's agents, cruise lines, office suppliers, hampers and gift sets, and party plan businesses.

We also supply tea for a number of special purposes, including for various manufacturing processes.

If your business type is not one of those listed above, please contact us and we will be pleased to advise if / how we can help you.

Note that it is our policy not to buy in contract-packed tea bags and we are not currently able to make string/tag/envelope tea bags. Therefore we cannot offer this type of tea bag. All our tea bags are of the traditional square type. This may be a problem for hotels, but we would nevertheless like to talk to you as there may still be some way we can help. We hope to introduce these products quite soon.

We try to make sure all orders arrive within three days, so if you order on a Monday before 12 noon you can expect it on the Thursday. If we are able to prepare your order more quickly, we will. We process orders strictly on a first-come, first served basis, with one exception. If you have an emergency and require a faster delivery, you can ask for our Express Service, for a surcharge of £10, and we will pack your order out of turn for immediate dispatch. If you require a Saturday delivery, there is a £20 surcharge. The cut-off time for each day's orders is 12 noon because our outbound consignments are finished by 3pm ready for the UPS collection at 3.30pm.

Please tell us when ordering if you have an important deadline and we will do our best to accommodate you.

We use UPS to carry our parcels. You can track your parcel(s) using their tracking service. You will receive notifications of despatch, and of any problems during transit, via email from their system. If you do not have ready access to email, just give us a call and we will tell you where your parcel is.

We use a pallet service for more than approximately 10 parcels, depending on weight. Pallets are sent out on a next-day or a 3-day service. To track your pallet, give us a call and we will speak to our hauliers.

We try to make sure your tea arrives within 3 working days. Orders are sent out using Royal Mail recorded delivery.

Sometimes it happens that a particular tea is out of stock. This might happen where there is high demand, or where particular teas are hard to obtain for some reason. In this situation, we will let you know that there is a delay.

Depending upon when we expect to receive a new delivery, and how urgent your need is, we will either hold the order, or send a partial order with the remainder to follow as soon as possible. There is of course no additional delivery charge.