Shipping Policy – Sultan Tea

3 CAMPIONI GRATUITI SU OGNI ORDINE

CONSEGNA ESPRESSA IN ITALIA

Shipping Policy

 

COVID-19 Update - last updated 15/04/20

Our online delivery service is still up running both for our UK and international customers.

Through this hard times, our next day delivery service is still active, to ensure you get your orders in time.

To our international customers, please do note that we are seeing some delivery delays in certain areas of France, Italy and Austria.

Please rest assured, our warehouse team are working hard, while following the strictest levels of hygiene guidance, to ensure your deliveries are safe, on track and with you as quickly as possible.

Sultan Tea delivers to the UK as well as to selected international countries.

 

UK DELIVERIES

  • For UK deliveries, Sultan Tea uses Royal Mail, FedEx and DHL.
  • Standard delivery - £3.95 and free delivery - We will prepare your order and dispatch it within 2 working days [Monday to Friday excluding bank holidays]. You will normally receive your order within 2-5 working days from dispatch. Depending on order volume and conditions outside of our control, this may change. If you have not received a dispatch email within 3 days, please contact Sultan Tea customer services to check on your order.
  • Orders dispatched on a Royal Mail can take up to 2-5 working days to be delivered.
  • Express delivery - £6.95 [UK] - Orders received before 2.00pm (Mon - Thurs) will be processed and dispatched to reach you within 2 days. As the parcel will require a signature, please ensure someone is available at the delivery address during this period. We ship Monday to Friday (excl. bank holidays), which means 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). Express delivery is sent via DHL. You will receive an email from DHL to enable you to track your order following dispatch. Express delivery service DOES NOT guarantee your order for next day delivery, even if it was placed before 2.00pm (Mon - Thurs).
  • Sometimes things happen outside of our control, such as weather conditions, which means these times may differ. We will always try to do our best to ensure you receive your Sultan Tea order as soon as possible.
  • If you do not receive your order within 5 working days from the date of dispatch, please contact our Sultan Tea Customer Services on info@sultantea.com
  • Lost orders or orders that arrive damaged will be replaced by Sultan Tea free of charge, please email or call us to arrange this.
  • If you are unable to accept the delivery on the delivery date, causing the courier to return the order to us, we will not be able to refund any shipping costs charged.
  • For particularly large orders, we made need to charge additional costs for shipping. We will contact you in the event if this happens.

International Shipping Policy

  • Sultan Tea uses two options for international deliveries: Non-tracked delivery via Royal Mail and tracked delivery via DHL. We ship to most countries, however at this time we are unable to ship to Ukraine and Russia.
  • Orders less than 1.6kg in weight, we be sent via Royal Mail on a standard non-tracked service.
  • Please allow 20 working days for orders to arrive if sent on this service. Orders on this service usually arrive within 10 days or less.
  • Orders more than 1.6kg in weight will be sent via DHL tracked service and delivery is in maximum of 10 working days, depending on destination. A signature will be required on delivery.
  • We will only ever charge you the actual shipping cost given to us by our couriers.
  • Royal Mail orders are not tracked. DHL orders will receive a tracking email to show the progress of the order.
  • When ordering any goods from overseas, you may be subject to fees or import taxes and charges. These charges are not within Sultan Teas control and must be covered and managed by the customer. You may need to provide documentation to clear your goods from customs during transit and this could lead to the delay, halt or destruction of your order. It is the responsibility of the customer to contact customs and arrange the release of the order. No shipping costs or refunds will be issued following a dispute at customers for any Sultan Tea orders.
  • Within our fees, there is a Fuel Surcharge. This charge varies from month to month; therefore, all international postage charges may vary from month to month to reflect this.
  • If you do not receive your order within 20 working days, please contact Customer Services info@sultantea.com
  • Lost orders or orders that arrive damaged will be replaced by Sultan Tea free of charge, please email or call us to arrange this.
  • If you are unable to accept the delivery on the delivery date, causing the courier to return the order to us, we will not be able to refund any shipping costs charged.
  • For particularly large orders, we made need to charge additional costs for shipping. We will contact you in the event if this happens.
  • Australia Orders - Due to strict Customs Regulations, we are unable to dispatch products containing Citrus Peel or Wood.

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