FAQ
You'll find all our FAQs below, but if you can't find what you're looking for then get in touch.
Frequently asked questions
Ordering
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.
Where is my order?
You can track your order following the link on your dispatch email. You can also visit your account page and view the status of your current & previous orders.
Can I order by phone?
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.
Do you offer any discounts?
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.
Do your prices include VAT?
Retail – For orders made from the UK or the European Union, VAT is included where applicable. As a consumable, tea is in fact VAT-free.
Wholesale – As above, VAT is showing at checkout where applicable.
How are your teas packed?
Our tea is hand packed in our warehouse in the Scottish Borders.
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.
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.
Can I have my order gift-wrapped?
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.
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.
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.
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 £30.
When will the products be delivered?
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 £30.
What do I do if I ordered the wrong product or I am not satisfied with the product?
If you would like to return your product please do so via post to eteaket, 121 Giles Street, EH6 6BZ. eteaket is only responsible for return costs when the item is faulty or not as described. Please click here for our Refund Policy in our Terms & Conditions.
Can I collect or return in person?
Our office space in Leith Shore Edinburgh does not hold retail or wholesale stock. Our team work hybrid and are often in meetings therefore we’re unable to accommodate in person shopping.
Security & Data
Are eteaket ordering and payment systems secure?
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.
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.
How do I make a complaint about data handling?
Use this form if you have concerns about how we handle your personal data or believe we may not be using your information correctly.
Company Information
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 Union House, 111 New Union Street, Coventry CV1 2NT.