Delivery and Returns

Delivery Times

We aim to dispatch all orders within 24 hours of the order being placed. Your order must be placed before 2pm for it to be dispatched on the same business day. Orders placed after 2pm will be dispatched on the following business day.

Please note this excludes weekends so any orders placed on Friday after 2pm or on Saturday and Sunday will then be dispatched on Monday the following week.

Delivery Costs

All deliveries are currently sent via Royal Mail and you will receive a tracking number for your package in your delivery confirmation email.

For all UK orders, we send packages via the Royal Mail First Class Signed For service for £5.55. Delivery is free of charge for orders over £30. Please allow 2 - 3 business days for your order to arrive.

We also deliver internationally (with some exceptions) using the Royal Mail International Tracked service. Our international deliveries usually take between 5 – 10 business days, depending on the destination. Our international shipping rates vary between £14 - £28 depending on the country. Delivery is free of charge for orders over £100. Please note that customs charges and import taxes may vary and are not covered by us.

Late or Lost Deliveries

Please note that estimated delivery times are to be used as a guide only and begin from the date of dispatch. We are not responsible for any delays caused by destination customs clearance processes.

We are unable to amend any address details once an order has been placed. In this instance, we are unable to replace or refund an order which was lost due to incorrect address details.

If you have not received your order in given time frames above, please email us at hello@zenchateas.com to let us know. Please note, for UK deliveries there is a 14 day period before a replacement can be sent for any item which Royal Mail has confirmed as lost. International deliveries have a 30 day period before a replacement can be sent due to items being held at customs or transit issues.

 

Returns

We will accept returns for any damaged or unopened items in their original condition and packaging within 14 working days of you receiving your order.

For a return request, please contact us at hello@zenchateas.com as soon as possible after receiving your order. Please include your order number, the items you wish to return (if there was more than one item in your order) and the reason for your return to ensure that we are able to process your returns request as quickly as possible.

We will reply to your return request email as soon as possible to confirm the return address to send your item to.

Please send your return by a recorded or tracked delivery service to the returns address provided.

We are unable to accept responsibility for damaged or lost returns. You must keep proof of postage for your records in case the package does not reach us.

Postage charges for your returns will be at your cost as we are currently unable to provide free returns.

Please ensure the package is securely wrapped to avoid any damages in transit.

All returned products must be in their original product packaging. If you have opened the product packaging or if the product if not suitable for resale, we reserve the right to provide you with a partial refund only.

We will aim to handle your return within 7 business days of receiving the items back. If your refund is approved, it will take up to 30 days for the original payment card to be credited.