FAQs
You'll find all our FAQs below, but if you can't find what you're looking for then get in touch.
Ordering
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.
The quickest way to reach us is via email. We have a small team and are not always at a desk to answer the phone. We don't accept phone orders, but if you'd like to speak to our team leave a voicemail and we'll get back to you ASAP. Our office hours are Mon-Fri 0900-1700.
We accept all major credit and debit cards. You can pay via paypal, sage pay or Apple Pay. 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.
If you subscribe to eteaket’s newsletter, you’ll receive a 10% online discount on your first order (excluding delivery costs). Sign up to our newsletter and follow us on social media (@eteaket) for other special offers and events.
For orders made from the UK or the European Union, VAT is included where applicable. As a consumable, tea is in fact VAT-free.
Our tea is hand packed into 100% plastic-free Natureflexª bags and placed inside our bespoke turquoise caddies. 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 100% plastic-free 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. Our tea bags are made from biodegradable Solion material, packed into airtight 100% plastic-free Natureflexª bags and placed inside our bespoke turquoise cardboard cartons (which are recyclable).
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.
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.
Yes. We will gladly gift-wrap your order for a small charge. Just select the gift-wrap option during the checkout process. We’ll even write your personal message.
To send to a different address, simply uncheck the “ship to billing address box” in the checkout and enter the gift recipient’s address.
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.
Please click here for our Delivery Information. Remember, we offer free UK delivery for orders over £20.
We aim to pack your order within 1-5 working days of you placing it, most parcels ship within 2 days, peak times of year it may be longer. We 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.
Please click here for our Delivery Information. Remember, we offer free UK delivery for orders over £20.
We operate a policy of total customer satisfaction. Please click here for our Refund Policy in our Terms & Conditions.
Wholesale
Yes! We have a wide range of customers from indie coffee shops, corporate catering for household names and Michelin Starred restaurants to chocolatiers and ice cream makers. Our team loves to talk tea and can advise you on perfecting your offering. Local gift shop to luxurious afternoon tea pairing, get in touch and let us wow you!
Visit our become a stockist page and our wholesale team will be in touch.
After your account is set up recurring orders for mainland UK placed before 10.00am via our online platform will aim to be delivered the next working day. The minimum order is £50 and there’s a standard delivery charge of £7.92 (up to 20kg).
Yes, we require your first order to be paid in full before dispatch. Future orders are 28 days credit and we require you to sign up for a direct debit mandate.
Yes, we offer a custom bespoke service and have created blends for companies such as Scottish Ballet, Aberfeldy Distillery and Social Bite to name a few.
Whilst we do wholesale our range it is done so under the eteaket brand. We don't offer private label/white label service.
Security
Yes. eteaket use Sage Pay, Paypal & Apple 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.
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.
Company Information
Yes, eteaket Limited is registered as a private company under the Companies Act 1985. Our company number is 05815249, and our registered office is Union House, 111 New Union Street, Coventry CV1 2NT.
