We deliver to the UK and to international countries.

All Whittard of Chelsea UK mainland deliveries are made by courier or Royal Mail tracked service and are delivered between 9:00am and 5:00pm Monday to Friday, excluding any bank holidays.

If you are not at home between 9:00am and 5:00pm Monday to Friday, we recommend arranging delivery to your work address.

If we do deliver to you at home and no one's in, our couriers or Royal Mail will leave a card telling you about how to collect your delivery. Any unclaimed or undelivered orders will eventually make their way back to our warehouse.

Whittard of Chelsea does not recommend customers to leave instructions to our couriers for your goods to be left outside your delivery address. Should the customer wish to proceed with this option, Whittard of Chelsea will not be responsible for any loss or damage.

We offer three delivery services:

1. Standard Delivery £3.50

• Service available to UK mainland, Scottish Highlands, Isles of Scilly, Alderney, Sark & Herm, Isle of Wight, Isle of Man, Guernsey, Jersey and Northern Ireland.
• This is our standard delivery service and usually arrives between 5 to 7 working days after placing your order. Depending on the size and weight of your delivery, we will either use Royal Mail tracked service or a courier to deliver your order. Whichever service we use, you will only ever be charged £3.50.
• The only time we will charge more for a standard delivery is if your parcel weighs more than 15kg - for orders over 15kg a second delivery charge will be applied.

2. Standard UK deliveries over £30 qualify for FREE DELIVERY

3. Premium UK Delivery £6.95

• Service available to UK mainland only. Scottish Highlands, Isles of Scilly, Alderney, Sark & Herm, Isle of Wight, Isle of Man, Guernsey, Jersey and Northern Ireland are excluded from this service.
• If you would like your order delivered the very next day, and you place your order on the website or through our Customer Services Team before 2pm Monday to Thursday, we will deliver the next working day. If you place your order on a Friday, we will deliver it on the following Monday, unless this is a bank holiday.

Deliveries to BFPO Addresses

Deliveries to BFPO addresses are charged at UK standard delivery rate £3.50. Parcel will be sent by Fedex to the BFPO sorting office. Unfortunately we are unable to provide any tracking information after the parcel arrives at the BFPO sorting office and onwards. Whittard of Chelsea will not be liable for any loss or damage of the goods delivered to a BFPO address. Please ring our customer service for further information on this service should you have any concerns.

Additional charges to International Orders

An order may be subject to additional custom charges in certain countries. Please be aware that Whittard is not liable for these charges. All orders over £30 to Canada and orders over £50 to Japan (excluding delivery charge) will be billed for additional custom charges.

International Deliveries

Our international deliveries are charged by weight. Once you have placed your order, the delivery charge will appear in the checkout pages. Please allow up to 14 working days for international deliveries to arrive.

Zone 1

Zone 2

Zone 3

Zones defined

Using this site and/or placing an order on this website you agree to be bound by the following terms and conditions. We recommend taking a few moments with a cup of tea, to read these terms and conditions as well as our Privacy Policy carefully before placing your order.

These terms apply to goods ordered via the internet and over the phone. Internet offers relate to internet transactions only and may not be available in store. Likewise, temporary or local special offers in store do not apply to internet prices unless expressly specified

We reserve the right to vary these terms and conditions at any time, but in respect of any ordered goods, the terms and conditions which apply shall be those which you accepted when placing your order.

General Online Terms and Conditions

1. Use of Website
2. Availability
3. Purchase for Non-Domestic Use
4. Pricing, Description and Product Information
5. Placing an Order and Order Acceptance
6. Payment
7. Delivery
8. Cancellations and Returns
9. Refunds and Exchanges
10. Promotions and Discounts
11. Privacy
12. Intellectual Property and Copyright
13. Limitations
14. Indemity
15. WEE Regulations
16. Governing Law
17. Company Details
18. Adhoc promotion terms

1. Use of the Website

To register with www.whittard.co.uk and purchase goods from our Website you must be over eighteen years of age. You must ensure that the details provided by you on registration or at any time are correct and complete.  You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. You must give us your real name, address, phone number, email address and any other details that we may require to process your order.

We reserve the right to:

1.  Decline a new customer registration or suspend a customer's account at any time and at our sole discretion.
2.  Whittard of Chelsea reserves the right, in our absolute discretion, to terminate your access to all or part of the services with or without notice.
3.  Whittard of Chelsea reserves the right in our absolute discretion to discontinue the Website or services, or any part thereof, at any time, with or without notice.

 Trade - UK, export and international

Please note this is a consumer website and all purchases are for personal consumption or for gifs only.  For all UK, export and international bulk/trade orders and re-seller options, please contact customer services info@whittard.co.uk  tel; 0800 015 4395.

2. Availability

Goods are subject to availability.  Our acceptance of your offer to purchase our goods is subject to their availability. Our acknowledgement of order acceptance via the web or email is not a guarantee of delivery. If we are unable to deliver the goods which you have offered to purchase we will let you know as quickly as possible and a full refund will be given.

Orders that include sale items may be sent incomplete if certain sale lines are out of stock. Your card will be refunded and you will be notified as above.

Products available on our website may not be available in all our high street retail stores and vice versa.

3. Purchase for Non-Domestic Use

We have selected our products on the basis that they will be used for domestic use only.  Where you decide to use the products in the course of a business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose.

4. Pricing, Description and Product Information

The prices which you must pay for the products that you order are set out on the Website at the time you place your order (plus a delivery charge) except where we discover an error in the price of the products you have ordered. In this event, we will inform you as soon as possible after receiving your order and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled.

The prices quoted on this Website apply only to products sold via this Website.  Where the same products are available in our stores or via other stockiest different prices may apply.

All prices are shown in £s sterling and include VAT

Although we will take all reasonable care to ensure that all descriptions, details and prices of products appearing on the Website are correct at the time when the information was inputted onto the system, the information appearing on this Website at any time may not reflect the exact position at the moment you place an order.

Please be aware that the colours and appearance of our products may vary slightly from the way they appear on the screen and we cannot guarantee that your monitor screen will accurately reflect the colour of the product on delivery. All measurements and sizes are approximate, although we make every effort to ensure that they are as accurate as possible.

In order to keep our website as accurate and as up to date as reasonably possible, it may be necessary from time to time, to restrict access to the site in order to undertake necessary maintenance work. We will make every effort to ensure that any down time or restricted access is kept to a minimum.

5. Placing an Order and Order Acceptance

The Order Acknowledgement email and order number are not an order confirmation or order acceptance from us.  Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.  Where items are despatched separately, our acceptance of the order in respect of each item takes place when that item is dispatched. Our carrier will make every reasonable effort to contact you to make delivery, but if they are unable to do so then your order will be cancelled and payment refunded to your card.

6. Payment

We take payment from your card at the time we receive your order, once we have checked your card details and stock availability.  Payment must be made with a valid credit or debit card acceptable to us. The address at which the card is registered must be the same as your billing address. You can register a new payment card at any time, but the card associated with a given order cannot be changed once you have checked out.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases.  By accepting these Terms and Conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. This is done only to confirm your identity, a credit check is not performed and your credit rating will be unaffected.

Store coupons or gift certificates issued in store are not redeemable online

7. Delivery

We deliver to mainland UK and Northern Ireland addresses as well as the Channel Islands, Isle of Man, Orkney, Shetland and Scottish Islands, BFPO addresses and the Republic of Ireland.

Provided that we have processed and received payment in full for the products, ownership of an item will pass to you once we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour. When an item has been delivered, risk of damage to, or loss of, the item passes to you.

For specific delivery options, including international order delivery please read our Delivery & Service section.

Shipping China outside UK mainland and European Union: We do not recommend customers order china for delivery outside of the European Union and mainland UK. Whilst we take every care to ensure that our china deliveries are protected to prevent damage in transit, we cannot guarantee that parcels being sent to areas outside of the European Union and mainland UK will arrive in perfect condition.

An order may be subject to additional custom charges in certain countries. Please be aware that Whittard is not liable for these charges. All orders over £30 to Canada and orders over £50 to Japan (excluding delivery charge) will be billed for additional custom charges.

8. Cancellations and Returns

You have the right to cancel or return your order up to 7 working days following receipt of your goods. This includes your right to cancel your order under the Distance Selling Regulations. You will receive a full refund including the original postage and packaging for the order if the charge was levied with your original order and it is returned in full.

If your order has already been despatched please follow our returns information

We hope you are happy with any product purchased, but if you wish to return a product to us for any reason you may do so within 30 days of the despatch date. It must be in a saleable condition and in its original undamaged packaging. We will refund the price or replace the product.. Return delivery charges will only be refunded in the event of faulty, damaged or incorrect items being sent to you. This does not affect your statutory rights.

Your right to return does not apply to products which fall into the following categories unless they are faulty:

• Goods made to your specification cannot be returned for any reason unless faulty.
• Perishable goods unless faulty or damaged.

It is your responsibility to ensure that the return form is enclosed with the parcel. Should you fail to enclose the return form, Whittard of Chelsea may not be able to refund the items until they are able to identify the related order. Should you fail to return your goods to the return address provided, Whittard of Chelsea will not be held responsible for any delays to refunds or postage issues.

Other than for defective products, returns outside the timeframe set out above, may be accepted at the sole discretion of Whittard of Chelsea and may be refunded as a credit to be spent online.

The cost of returning items is down to you and you are responsible for any returned goods until they reach our warehouse. We recommend that you obtain a Proof of Postage certificate which are available free of charge from the Post Office. We will refund returns postage for an item which is faulty, damaged or sent to you in error.This does not affect your statutory rights to return faulty or misdescribed goods under paragraph 8.1 above. Our returns address is;

Whittard of Chelsea
Returns Dept
Lillyhall Industrial Estate
Unit A
Workington
Cumbria
CA14 4ED

Lost Returns: Should your chosen courier fail to deliver or lose their return parcel, it is

your responsibility to claim compensation from the courier directly. Whittard of Chelsea will not

be liable for any lost returned parcels. Please note that it is your responsibility to choose the most appropriate method for returns with the appropriate insurance. Whittard of Chelsea cannot be held responsible for any unforeseen delays such as strikes, riots, war or act of God.

9. Refunds and Exchanges

All refunds will be made to the debit or credit card on which the original purchase was made within 30 days of the cancellation of the order or return of the goods. In the event that Whittard of Chelsea is unable to credit your original method of payment, you will be contacted by a member of our Customer Service team to arranage an alternate method of refund.

Stores cannot authorise a refund or exchange on online orders , however they can liaise with our Home Shopping Department to arrange a refund or exchange on your behalf.

On faulty products, after the 7 day cancellation period, we reserve the right to offer a spare part or repair where appropriate. We also reserve the right to offer a replacement item of similar or equal value.

10. Promotions and Discounts

In order for a web exclusive and email exclusive promotion or offer to be applied to your order a valid voucher code must be entered into the voucher code box on the basket page. Whittard of Chelsea cannot be held liable for not discounting the order if a valid code has not been entered. Voucher codes are not valid in Whittard of Chelsea high street retail stores or outlets. Online exclusive and email exclusive promotion or offer can not be redeemed via our customer service call centre. 

Please note that only one promotion code can be used per order. 

Free Delivery on Orders Over £30

• Only valid on standard UK deliveries valued at £30 or more, after other discounts have been applied, excluding postage and packing related charges.
• Only valid on UK destinations including the Scottish Highlands and Islands
• An order constitutes a single delivery to a single address.
• Free delivery is not available with our premium next day service.
• Orders over 15kgs do not apply
• This offer is only redeemable online

When a voucher coder or other promotional offer applies to more than one product, the total value of the promotional offer or discount is split and shared across each applicable products in the correct ratio. If an item or part of the order is returned, then we will refund the relevant correct value.

11. Privacy

Registration data and certain other information about you is subject to our Privacy Policy.  We recommend that you read our Privacy Policy before you accept these Terms and Conditions.

12. Intellectual Property and Copyright

The content of the www.whittard.co.uk Website is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of the Website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the Website without written permission from Whittard of Chelsea.

13. Limitations

This Website and the Retail Sites and any software are provided on an "AS IS" basis, without warranties of any kind, either express or implied, including, without limitation, implied warranties of merchantability, fitness for a particular purpose or non-infringement.

14. Indemnity

You agree to indemnify and hold Whittard of Chelsea harmless from all liabilities, claims and expenses that arise out of the content you submit, post or transmit via Whittard of Chelsea’s Websites, or from your use/misuse of the Websites or the use/misuse by any person for whom you are responsible or from your violation of the Terms and Conditions.

15. WEE Regulations

Since 1 July 2007 the UK's Waste Electrical and Electronic Equipment (WEEE) Directive has been law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

Whittard of Chelsea fully supports this legislation and offers our customers free take-back of their WEEE items on a like-for-like basis when they buy a new Electrical or Electronic product from us. Please note that the WEEE item must be returned within 28 days of purchasing the new item.

For example, if you buy a coffee machine in one of our stores we would accept an old offee machine in return and prevent it going into a landfill site by disposing of it safely.

If you make a purchase of an electrical or electronic item on our website you are entitled to return your old 'like for like' item to any of our nationwide store network. Use the Store Locator to find your nearest store.

In this instance please bring proof of your web purchase so we can dispose of the old item safely.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown to the left. Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

16. Governing Law

The contract between you and Whittard of Chelsea under which you have made your purchases it is agreed shall be governed by and interpreted in accordance with English law, and the English courts shall have jurisdiction to resolve any disputes between us. This does not affect your statutory rights.

17. Company Details

Whittard of Chelsea Trading Limited
Windrush House
Windrush Industrial Park
Witney
Oxfordshire
OX29 7DX
England

18. Adhoc promotion terms

Create our next hot chocolate flavour terms and conditions

- Only flavours deemed viable by our inhouse experts can be eligible to win and produced

- A year's supply is equal to 12 tubs

- In the event of the winning flavour being submitted by more than one customer, one overall winner will be chosen at random 

- The winner will have their name featured on the new flavour packaging, and must consent to their name and picture being used in Whittard promotional material both on and offline. 

- Closing date is 30th June 2011.

TRAINTC - code cannot be used in conjunction with any other code, and only once per transaction. Offer does not include instant tea, tea gifts, or coffee gifts categories. Offer ends midnight 29th February 2012. Code only valid on www.whittard.co.uk

VE20 - code cannot be used in conjunction with any other code, and only once per transaction. Code only valid on www.whittard.co.uk

AROMA - 20% off all freshly roasted coffee beans till 9am 4th January 2011. Offer not valid on instant coffee, prepacked coffee and coffee gifts. Only one code can be entered at the checkout per order. Please type voucher code AROMA at the checkout to redeem the offer. This offer is only redeemable online at www.whittard.co.uk.

DETOX - 20% off white tea, green tea, fruit infusions, fruit tea, herbal infusions and rooibos. Only one code can be entered at the checkout per order. Please type voucher code DETOX at the checkout to redeem the offer. This offer is only redeemable online at www.whittard.co.uk.

FIVEOFF - £5 off when you spend £25 or more. Code cannot be used in conjunction with any other code, and only once per transaction. Code only valid on www.whittard.co.uk. Valid until 18th January 2012.

FIVE - £5 off when you spend £20 or more. Code cannot be used in conjunction with any other code, and only once per transaction. Code only valid on www.whittard.co.uk. Valid until 30th June 2012.

When you shop on our website we may collect the personal information that you input when you're placing your order. This information may consist of:

Name, address, phone number, delivery address, email address, credit card details and details of the items you've ordered.

We use this information in a number of ways:

1. To ensure the smooth processing & delivery of your order, or to contact you if there is a problem with your order.
2. To allow us to make any subsequent visits you may make to our website as easy as possible, meaning you don't have to resubmit certain information each time you shop with us.
3. To occasionally contact you should we have any offers or information related to the goods you purchased with us previously.
4. To profile our customer database to help us improve our service and product range and to help us attract similar customers. This may involve working with third party analysis companies.

Our customer's privacy is of the utmost importance to us and we will never release your details to third party organisations for the purpose of marketing or communications without your prior agreement. Whittard of Chelsea operates a positive OPT IN option for anyone choosing to receive marketing information from carefully selected third parties. You can opt in to receive third party information by accessing your account pages or by clicking here.

We will occasionally contact you via email or mail about Whittard of Chelsea products and services that we believe would be of interest and benefit to you, based on your previous activity on our website. If you would prefer not to receive this information you can OPT OUT at any time by visiting your account pages, or by clicking here.

Whittard of Chelsea strictly comply with the requirements laid down by the Data Protection Act 1998, and the Distance Selling Directives and are therefore obliged to ensure that your personal data is kept secure and up to date and to respect your wishes. You may contact us at any time to request a copy of all data and information we hold on you as a customer. You may also contact us to amend or update your details at any time by calling a member of our customer service team on 0800 015 4395. You can amend your personal account details by visiting your account pages, or by clicking here.

Cookies

When you access our website we will use cookies. Cookies are tiny text files that identify your computer to us. This helps us personalise our website to your best interests. Without cookies we wouldn't be able to recognise you, make recommendations, update you basket or allow you to automatically update previously added information. Cookies enable us to make any purchases you make on our website quicker and easier.

Cookies cannot read any other information that may be stored on your hard drive, or access any other information about you or people who may use your computer. Only Whittard of Chelsea can access the information provided by these cookies.

Website Security

Whittard of Chelsea use the latest Secure Server Technology to ensure that all data submitted through our website is protected to the highest standards.

Secure Socket Layer (SSL) encryption is used to ensure that all credit card and transactional information is secure. You can tell when the web page your using is secure as the letters 'https' will replace 'http' in the browser address window. You will also notice a yellow padlock appear either next to your browser address window or at the bottom of your browser window.

Verified by Visa and Mastercard® Securecode™

Whittard of Chelsea also use Verified by Visa and Mastercard® Securecode™ services to ensure our payment cards are as secure as possible. These services help protect your card against fraudulent use online. If you forget your Verified by Visa or Mastercard® Securecode™ passwords, you will have to contact the service providers directly as this is not information that is available to Whittard of Chelsea.

At Whittard of Chelsea we regularly review our privacy policy and recommend that our customers visit these pages regularly.