Shipping policy

Last updated: 10 August 2026

This Shipping & Delivery Policy explains how orders placed through johnsceylontea.co.uk (the "Site") are processed, charged, dispatched and delivered. It applies to tea, teaware, gifts and other products purchased from John's Ceylon Tea.

Orders are fulfilled from our United Kingdom location unless your order confirmation states otherwise. Available services, exact charges and the delivery destination will be shown at checkout before you pay. We deliver only where the checkout accepts the delivery address.

Delivery estimates

Delivery times are estimates, not guaranteed dates, unless we expressly agree a fixed delivery date. Weekends, UK bank holidays, customs processing and local public holidays may affect delivery.

Delivery services and charges

The following services are configured as of the date above. Prices are in pounds sterling and may be displayed as a converted amount if you select another currency. The final option, currency and charge shown at checkout apply to your order.

^*The Shopify rate is currently configured as a one-business-day Saturday service. The next eligible delivery date depends on the order cut-off, postcode, carrier availability and UK bank holidays.

A service may be unavailable for a particular address, postcode, product, parcel size, weight or order time. If checkout does not offer a service, it is not available for that order. We will not add a delivery charge after you submit the order without your agreement.

Free UK Standard Delivery

UK Standard Delivery is free for qualifying orders of £50 or more. Unless a promotion expressly states otherwise, eligibility is determined by the qualifying product value after discounts and before delivery charges. The checkout calculation is shown before payment.

Free delivery applies to UK Standard Delivery only. If you select Express, Premium or Saturday Delivery, the applicable charge will be shown at checkout. Product, postcode or promotion exclusions will be disclosed before you place the order.

Order processing

We normally process orders on business days, Monday to Friday, excluding UK bank holidays. Orders placed after the applicable cut-off, on a weekend or on a bank holiday are normally processed from the next business day. High-volume periods, stock checks, payment reviews or address verification may take longer.

The delivery estimate normally begins when the order is dispatched unless checkout or the order confirmation expressly says the estimate includes processing. We will send a dispatch confirmation when the order leaves our fulfilment location.

Orders containing pre-order, made-to-order or temporarily unavailable products may be held until all products are ready. Any longer estimated dispatch date should be shown on the relevant product page, at checkout or in a message from us. We may offer to split the order where practical.

UK delivery

UK delivery is offered to addresses accepted at checkout. The available option may depend on the delivery postcode and carrier network.

• Standard Delivery: £3.25, with an estimated delivery time of two business days. Qualifying orders of £50 or more receive this service free.
• Express Delivery: £5.99, with an estimated delivery time of one business day when ordered before the applicable cut-off and offered at checkout.
• Premium Delivery: £8.99, with an estimated delivery time of one to two business days when offered at checkout.
• Saturday Delivery: £14.95 and currently configured as a one-business-day service. It is available only when shown at checkout and depends on the order cut-off, delivery postcode, carrier availability and the next eligible Saturday.

A business day is Monday to Friday, excluding UK bank holidays. Saturday is counted only for the Saturday Delivery service. If a delivery date is important, contact us before ordering and select an appropriate tracked or premium option where available.

European and international delivery

International delivery is available only to destinations enabled in our online Markets and accepted by checkout. A country appearing in an internal shipping zone does not mean we currently sell or deliver there. If your country is not available at checkout, contact us before ordering; do not use a different country or incomplete address.

European Union

For enabled European Union destinations, Standard International Delivery is £14.99 with an estimated delivery time of two to eleven business days. The exact destination availability and charge are confirmed at checkout.

Other international destinations

For other enabled international destinations, Standard International Delivery is £23.99 with an estimated delivery time of three to seventeen business days. The exact destination availability and charge are confirmed at checkout.

Customs, duties and local taxes

International orders may be subject to customs clearance, import duties, taxes, handling fees or other charges imposed by the destination country. Unless checkout expressly says these charges are included, they are not included in our product or delivery prices and must be paid by the recipient.

Customs authorities may open or inspect parcels and may require information from the recipient. Customs processing is outside our direct control and can extend the delivery estimate. You are responsible for checking that products may lawfully be imported and used in the destination country. We may decline or cancel an order that cannot lawfully or reasonably be shipped and will refund any amount paid for products we do not dispatch.

Tracking and dispatch confirmation

Where tracking is available, the dispatch email will contain a tracking link or reference. Tracking may take time to activate after the carrier receives the parcel. Some destination or economy services provide limited tracking or delivery scans.

We may dispatch products in more than one parcel because of stock location, packaging or carrier limits. If this happens, you may receive separate dispatch messages and tracking references. You will not be charged an additional delivery fee unless you requested and agreed to a change.

Delivery addresses

You must provide a complete and accurate delivery name, address, postcode, country, telephone number and any necessary access information. Check these details before submitting the order. Contact us immediately if you notice an error; we will try to help but may be unable to change an address after fulfilment begins.

We are not responsible for delay caused solely by inaccurate or incomplete information supplied by you, but we will take reasonable steps to assist. A carrier may refuse delivery where access is unsafe, the address cannot be verified, or local restrictions apply.

Safe places, neighbours and unattended delivery

If you ask a carrier to leave a parcel in a safe place, with a neighbour or at another location, choose a secure and suitable option. Carrier terms and local availability may apply. We remain responsible for the parcel until it is delivered in accordance with the contract and applicable consumer law.

Failed delivery and parcels returned to us

If no one is available, the carrier may attempt redelivery, leave instructions or make the parcel available at a collection point. Follow the carrier's instructions within the stated time. If a parcel is returned to us because delivery was refused, it was not collected, the address was incorrect, or required customs charges were not paid, contact us.

We may offer re-delivery subject to payment of a reasonable additional charge that we explain in advance. If the order is cancelled, any refund and deduction for direct costs will be handled in accordance with the law, our Return Policy and your statutory rights.

Delivery delays

Delivery can be delayed by severe weather, peak seasonal demand, carrier disruption, customs, transport restrictions, industrial action, security incidents, public holidays or other events outside our reasonable control. We will take reasonable steps to reduce disruption and will contact you where a significant delay becomes known to us.

We will deliver without undue delay and, unless a different period is agreed with you, no later than 30 days after the contract is formed. If we miss an agreed essential delivery date, or fail to deliver within an additional reasonable period where the law requires that step, you may have the right to end the affected contract and receive a refund. Nothing in this policy limits those statutory rights.

Risk, missing parcels and delivery disputes

Products remain at our risk until they come into the physical possession of you or a person you identify to receive them. If you arrange an independent carrier that we did not offer, different statutory risk rules may apply.

If tracking shows a parcel as delivered but you cannot locate it, first check the delivery location, household members, neighbours, safe places and any carrier notice. Then contact us promptly with your order number so that we can investigate with the carrier. We may ask you to confirm relevant facts, but we will not require unreasonable evidence or remove rights given by law.

Damaged parcels or incorrect products

Inspect the parcel when it arrives. If it is visibly damaged, appears tampered with, contains the wrong product or an item is missing, keep the product and packaging and contact us as soon as reasonably possible. Photographs of the parcel, label and contents can help us investigate.

Reporting an issue promptly helps us preserve carrier evidence, but a short reporting request does not replace or reduce your statutory rights. Faulty, unsafe, damaged or misdescribed products are handled under our Return Policy, Terms and Conditions and applicable consumer law.

Changing or cancelling an order

Contact us promptly if you need to change or cancel an order. We will try to stop or amend fulfilment but cannot guarantee this after processing begins. If the order has already been dispatched, the cancellation and returns provisions in our Terms and Conditions and Return Policy will apply.

Relationship with our other policies

This policy should be read with our Terms and Conditions, Return Policy and Privacy Policy. The Terms and Conditions govern the sales contract. The Return Policy explains change-of-mind returns and remedies for faulty products. If this policy conflicts with mandatory consumer law, the law prevails.

Changes to this policy

We may update delivery services, prices, destinations, carriers or estimates from time to time. The options and charges shown before you submit an order apply to that order. A later change will not retrospectively increase the delivery charge for an accepted order without your agreement. We will update the date at the top when this policy changes materially.

Contact us

For delivery questions, address corrections, tracking concerns or missing and damaged parcels, contact:

• Legal seller: John's Ceylon Tea
• Email: info@johnsceylontea.co.uk
• Telephone: +44 20 8281 1898
• Post: John's Ceylon Tea, 9A First Unit, 4 Raven Road, South Woodford, London E18 1HB, United Kingdom.

Customer service hours displayed on the Site are Monday to Friday, 08:00-17:00. Include your order number and delivery postcode so that we can investigate efficiently.