Customer Service

Contact Us

It's our aim to provide you with an excellent customer experience. Please use this page to find answers to any queries you have. If you can't find what you're looking for, please do not hesitate to contact us, either by telephone on +44 (0) 1264 313444 between the hours of 9:00am and 5:00pm or by using the Contact Us form at the bottom of the page. We aim to answer all enquiries sent via the contact form within 2 working days.  If your enquiry is in relation to the cancellation or amendment of an order, please contact us by telephone to ensure this is carried out before your order is dispatched. Here's some information that you may find useful:

• Delivery Costs
• Delivery Information
• Order Problems
• Returning an Item
• Contact Form

Delivery Costs:

At sultantea, we ship to anywhere in the UK and to most countries worldwide. Please read the Shipping Policy for further information:

Delivery Costs UK

If you are shipping to the UK, you have three options: standard delivery at £3.95, express delivery at £6.95 or FREE standard delivery on orders which total £35.

Please note that large volume orders may be subject to additional shipping charges.  This will be discussed with you prior to your order being dispatched.

Delivery Costs International

The International delivery cost is calculated at the basket stage and shipped via DHL or Royal Mail dependant on the weight of the parcel. The easiest way to find out the shipping cost is to add your selected items to the basket and proceed to the first stage of the checkout where shipping cost are automatically calculated.

Please note that large volume orders may be subject to additional shipping charges. This will be discussed with you prior to your order being dispatched.

Additional International Delivery Costs

Orders delivered outside the EU may be subject to customs duties and import taxes. Any additional charges or fees for customs clearance must be covered by you. Unfortunately we have no control over these charges and cannot predict costs. We are unable to reimburse any costs incurred regardless of the circumstances. You should contact your local customs office for the best advice.

Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value. This may vary from country to country and we ask that you contact your local customs office for additional information.

It is a legal requirement that we declare the full value of the goods (excluding shipping charges) on all packages delivered outside the EU. Shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country.

Delivery Information:

Additional details can be found on our Shipping Policy for further information:>

Delivery Times UK

Our standard and free standard delivery orders are usually sent out with Royal Mail. This is a non-tracked service which takes between 2 and 5 working days (Monday to Friday) from shipment date. If you’re not in, Royal Mail usually leave a calling card but may also leave in a secure location, with a neighbour or simply take it back to the local sorting office. If you don’t receive your parcel within 5 working days of dispatch, please contact us.

When you place an express delivery order before 2pm we dispatch your order on the same day. If you place it after this time we will dispatch it the next working day. For express orders we use DHL and once the order has been dispatched you will receive a tracking reference and a link to track your parcel. Express delivery guarantees your order will be delivered within two working days. Please contact us as soon as possible if you order has not been delivered within this time.

Delivery Times International

If your order has been dispatched with Royal Mail on the non-tracked service, we would ask that you allow a maximum of 20 working days, unless you have ordered personalised products. The parcel will then be delivered with your local postal service.

For orders dispatched on DHL, we ask that you allow a maximum of 10 working days for delivery from the date the order was placed, unless you have ordered personalised products.

Regardless of service you will  be notified once the order has been dispatched from our warehouse. If you order is being dispatched with DHL you will also receive a tracking reference and a link to track your parcel. Please contact us as soon as possible if you order has not been delivered within this time.

Order Problems:

We do our best to ensure that there are no problems with your order but we understand that certain issues can arise at any time. We ask that you contact us directly should you think anything is wrong with your order.  

My Order Has Not Arrived

The type of delivery you have chosen affects how long it will take for your order to arrive. Please check the delivery information for your chosen postage type before contacting us about an order that hasn't yet arrived.

If your delivery was being made using a tracked service, your dispatch email will give you the details of postage type. You can track your parcel from the courier’s website.

We ask that you try contacting the courier's local depot to check if delivery has been attempted or needs rearranging and to also check with your neighbours to see if your parcel has been left with them. Please rest assured that we aim to do our best to get your order delivered to you in a timely manner.

• If your order is due to be delivered within the UK by our standard service or free standard service with Royal Mail, we would ask that you allow 5 working days from the date your order was dispatched. If this time has passed, please contact us directly.
• If your order is to be delivered to an international address outside the UK and you have not received it within 10 working days for DHL or 20 working days for Royal Mail, we ask that you use the tracking information provided (DHL only) and try contacting DHL or your local postal service for further information. If you are unsuccessful in locating your parcel, please contact us and will take the matter further.

There’s an Item Missing from My Order

There are a number of reasons for this to occur and should it happen, we ask you not to worry. Simply contact us and we'll get you the fastest resolution as a priority.

There’s an Incorrect Item in My Order

In the event that we send you an item that is different to what is listed on your invoice we'll happily send you out a replacement item or issue you with a full refund. We would ask that you contact us directly for a speedy resolution. My Order arrived Damaged We take pride in our service and ship thousands of boxes of tea and tea ware items across the world and we take every precaution to ensure your items arrive in perfect condition.  If there is a problem with faulty or damaged goods

please contact us so that we can help you as quickly as possible.

If you email us please include your order reference and a photograph of the damaged item and the outer packaging if also damaged, this will ensure the speediest resolution.  

Returning an Item:

Here at sultantea, we like to make things easy for our customers. Should you wish to return an item that you’ve purchased from us, you can return it within 30 days provided that it hasn’t been opened, consumed or used. We also cannot accept the return of personalised items or perishable goods such as confectionery, chocolate, biscuits, cakes, crackers, marmalades and preserves.

There is no need to contact us before making a return. However, we would ask that you include your order reference and reason for return so that the refund can be processed. Just follow the instructions below. Once we have processed your return we will send you an email to let you know. Refunds will be made back to the original payment method.

Products should be returned to the following address:

Sultantea Returns

Unit 13
15 Trench Road
Mallusk
Newtownabbey
BT36 4TY
UK

Please note that we will not reimburse your postage costs on returned items.  You will be responsible for the cost of returning the items to us.

If your item is faulty, please contact us as we may be able to offer a resolution without having the product returned to us.

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