FAQ’s

Ordering
1. Is it easy to buy online from eteaket?
2. Can I order by phone?
3. Can I buy direct from eteaket’s Tea Boutique & Cafe in Edinburgh, Scotland?
4. Which payment cards do you accept?
5. Do you offer any discounts?
6. Do your prices include VAT?
7. How are your teas packed?
8. Are eteaket’s teas organic?
9. Are eteaket’s teas Fairtrade?
10. Can I have my order gift-wrapped?
11. How do I send a gift to another address?
12. Which areas do you deliver to?
13. How are the products delivered and what is the cost?
14. When will the products be delivered?
15. What do I do if I ordered the wrong product or am not satisfied with the product?
Security
16. Are eteaket ordering and payment systems secure?
17. Will you pass my details to any third party?
Company Information
18. Is eteaket a registered company?/a>

1. Is it easy to buy online from eteaket?

Making a purchase online couldn’t be easier. Simply browse our store and add any items that you wish to buy into the shopping basket. When you have finished selecting your purchases, click on the My Basket icon (top right corner of the site). You will be asked for a few details that we need to complete the order.

2. Can I order by phone?
Yes, our office hours are Mon-Fri 0900-1700. Give us a ring and we’ll sort out your tea needs.

3. Can I buy direct from eteaket’s Tea Room in Edinburgh, Scotland?
Yes. All of our teas and online products are available to purchase at our Tea Room at 41 Frederick St, Edinburgh EH2 1EP. Please pop in, say hello and relax over a pot of tea. A map with directions is available from the ‘Contact eteaket’ page.

4. Which payment cards do you accept?
We accept all major credit and debit cards, as long as they have a Visa or MasterCard symbol on them. Please note that to process card payments we require details of the address where the card is registered; please enter these as the invoice address. Please enter the card details carefully as incorrect details could delay the despatch of the order. If you have any queries about card payments please e-mail us at hello@eteaket.co.uk.

5. Do you offer any discounts?  
If you subscribe to eteaket’s Tea Club, you receive a 10% online discount (excluding delivery costs) for the duration of your membership. Sign up to our newsletter and follow us on Facebook and Twitter for other special offers and events.

6. Do your prices include VAT?  

For orders made from the UK or the European Union, VAT is included where applicable.

7. How are your teas packed?  

Our tea is hand packed into airtight polypropylene bags and placed inside our bespoke turquoise caddies. Polypropylene does not damage the environment during its disposal. It’s suitable for recycling and satisfies the 4 requirements of the EEC Environmental Commission. Our bespoke caddies use cardboard pulp from sustainable forests and are made from fully recyclable materials.If you already have a caddy, our tea is also available in fully labeled polypropylene refill bags. You save on the cost of the caddy and save a little bit more of the environment. Please note that once opened, the tea from the refill bags should be transferred to an airtight container.

8.  Are eteaket’s teas organic?
We select our teas based on taste and quality. If we can find an organic tea that matches our quality standards, then we will use that tea. To maintain these standards, we have to source teas from various growers. Sometimes the teas may be organic, sometimes not.

9. Are eteaket’s teas Fairtrade?

The best quality teas aren’t necessarily Fairtrade. We pay a premium price for our teas, sourced from quality estates which have a sustainable business model. In addition we are working towards joining the Ethical Tea Partnership and we ensure we ‘give back’ through our work with B1G1 in India (along with all our UK charity work the Teapot Trust and Barnados). See eteaket Ethic’s for more information.

10. Can I have my order gift-wrapped?
Yes. We will gladly gift-wrap your order out of the goodness of our heart i.e. at no additional charge. Just select the gift-wrap option during the checkout process.

11. How do I send a gift to another address?
To send to a different address, simply uncheck the “ship to billing address box” in the checkout and enter the gift recipient’s address.

12. Which areas do you deliver to?
We are able to deliver to most parts of the world. Simply choose the destination country at checkout and delivery charges will be calculated accordingly. If your country is not shown for some reason, please email us at hello@eteaket.co.uk.

13. How are the products delivered and what is the cost?
Please click here for our Delivery Information. Remember, we offer free UK delivery for orders over £35.

14. When will the products be delivered?  

We aim to pack your order within 1-2 working days of you placing it and then dispatch it by your chosen delivery method. If an item is out of stock and we are unable to dispatch within five business days of you placing your order, we will advise you by email as soon as possible and offer you a full refund or partial delivery of your order.

15. What do I do if I ordered the wrong product or am not satisfied with the product?

We operate a policy of total customer satisfaction. Please click here for our Refund Policy in our Terms & Conditions.

16. Are eteaket ordering and payment systems secure?

Yes. eteaket use Sage Pay who provide the Secure Sockets Layer (SSL) protocol with an encryption key length of 128-bits (the highest level commercially available) to collect your name, address, order and payment details.

17. Will you pass my details to any third party?

eteaket is committed to protecting the privacy of its users and customers. We know that your information is important and value the trust that you place in us by using this website. We do not share your personal information with other companies. Please view our Privacy Policy for further information.

18. Is eteaket a registered company?

Yes, eteaket Limited is registered as a private company under the Companies Act 1985. Our company number is 05815249, and our registered office is The Meridian, 4 Copthall House, Station Square, Coventry CV1 2FL.