FAQ

Delivery

When will my order arrive?

Usually orders are fulfilled and shipped out within 1-2 days of them being placed. Order times do vary depending on your location in the world, but our best efforts have been made to include this information when you're selecting your postage at checkout. If this isn't the case, let us know here.



Do you ship to my country?

Yes! We currently ship worldwide, although this may not be reflected in the checkout options (this is for quite boring reasons; we have to input the costs of shipping to each country manually and we just haven't gotten to yours yet). If your country is not on the list of possible shipping options then you can contact us through DM on Instagram @arthurdoveteaco or by emailing us here.



My order hasn't arrived

There can be occasional delays on orders for reasons beyond us and exclusive to the particular couriers. In the rare cases this does happen it usually has something to do with processing or collection issues and damaged labels. Hang tight for a couple of days and if your order still hasn't arrived then either DM us on Instagram @arthurdoveteaco or email us here.



Can you send my order quicker?

Yep, just get in touch with us before you place your order to check either by DM'ing us on Instagram @arthurdoveteaco or email us here.



I've changed my mind on my order

Unfortunately we're unable to make changes to your order once they have been placed (it makes it difficult to keep track of stock if we do and things are more easily lost and generally confused). That being said, if you have ordered something by mistake or even if you've just changed your mind, let us know as soon as you can; if the order hasn't been packed we may be able to make it right.



What do I do if something is wrong with my order?

We want everyone to be happy with their tea. If you're unhappy with your order in anyway, if something is incomplete, damaged or anything then please reach out to us via DM on Instagram @arthurdoveteaco or you can email us here.



What is your refund and returns policy?

If you would like a refund on a part or the entirety of your order then please contact us through DM on Instagram @arthurdoveteaco or email us here quoting your order number in the subject. Refunds and returns are eligible upto 14 days from the order being placed but bare in mind that they can only be refunded using the original payment method. On return orders refunds will be completed once we've received the order back with us but may take some time dependant entirely on the payment method used (the time to refund a paypal transaction tends to be speedier than credit card, for example). Please note that we cannot cover the costs of return shipping.



How much is shipping?

Our shipping costs are calculated based on our own packaging costs (roughly 60p) in addition to the couriers own shipping prices (at the lowest £2.90). Most UK orders are shipped using either Royal Mail or MyHermes. Couriers on international orders vary (at the lowest £4.57).



Refunds & Returns

What is your refund and returns policy?

If you would like a refund on a part or the entirety of your order then please contact us through DM on Instagram @arthurdoveteaco or email us here quoting your order number in the subject. Refunds and returns are eligible upto 14 days from the order being placed but bare in mind that they can only be refunded using the original payment method. On return orders refunds will be completed once we've received the order back with us but may take some time dependant entirely on the payment method used (the time to refund a paypal transaction tends to be speedier than credit card, for example). Please note that we cannot cover the costs of return shipping.



Brewing Tips

How do I brew my tea?

Brewing instructions are written on the front of every packet of loose leaf tea we send out and are also available to view in our shop (just search for your particular blend and see). For more general ideas on tea brewing you can read our blog about the perfect blend here.



Do I need an infuser?

Pretty much. If you really do still need one you can get one from us on our shop here.



Privacy Policy

What type of information do you collect?

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.



How do you collect information?

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.



Why do you collect such personal information?

To provide and operate the Services. To provide our Users with ongoing customer assistance and technical support. To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages. To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services and to comply with any applicable laws and regulations.



How do you store, use, share and disclose your site visitors' personal information?

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.



How do you communicate with your site visitors?

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, through your social media (if and only if we've already interacted there) and postal mail.



Can I withdraw my consent?

If you don’t want us to process your data anymore, please contact us here.



How do you use cookies and other tracking tools?

You can read about what cookies Wix collects here. For more general information about cookies look here.



Privacy policy updates

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.



Questions and your contact information

If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us here.



Misc

What are natural flavourings?

Natural flavourings are basically natural flavouring preparations which have been derived from only natural ingredients as opposed to artificial flavours or nature-identical flavours, which are the chemical equivalent of natural flavourings but chemically synthesised rather than being extracted from natural source materials. Please be aware that flavourings are not necessarily made from the ingredients that you would assume they are. For example, the natural almond flavour we use contains no actual nuts whatsoever! So, whilst you can describe the resulting flavour from the taste, when talking about a product with it in you wouldn't include it in the ingredient list. It's worth adding that none of our flavourings contain any allergens.



Modern Slavery Policies

We take responsible sourcing very seriously within our supply chain and through our supplier approval process we are able to maintain high standards of supplier knowledge and assess particular sourcing origins that would be considered higher risk. We are members of SEDEX and through this we are increasing our exchange of ethical data throughout the supply chain. We do source teas from areas of the world that would be deemed as higher risk and we only work with suppliers that meet our own requirements for responsible sourcing - for example, all the tea we source from India is from estates owned by a group that were the first corporation to sign up to the Modern Slavery Act 2015 in India. Whilst we have not visited every estate that we currently source from, we have visited a large proportion and due to the quality of teas that we source many of the estates are regularly audited by both national and international auditing bodies such as the Ethical Tea Partnership, Fairtrade, Rainforest Alliance to name a few - all of which have both minimum environmental and ethical standards that must be adhered to.



©2019 by Arthur Dove Tea Co