Terms & Conditions

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. Tea & Coffee Club
  8. E-Vouchers
  9. Delivery
  10. Cancellations and Returns
  11. Refunds and Exchanges
  12. Promotions and Discounts
  13. Outlet
  14. Handpick Your Hamper/Gift Wrap
  15. Privacy
  16. Intellectual Property and Copyright
  17. Limitations
  18. Indemity
  19. WEE Regulations
  20. Governing Law
  21. Company Details
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 gifts only.  For all UK, export and international bulk/trade orders and re-seller options, please contact customer services via email at info@whittard.co.uk or by phone on 0800 015 4395.

Find out more about our Wholesale offering here.

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 payment 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 stockests 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. Tea & Coffee Club

We may revise this legal notice at any time by updating this page. Certain provisions of this legal notice may be superseded by expressly designated legal notices or terms located on particular pages of this website.

7.1 Buying a Whittard Tea & Coffee Club subscription
We sell subscription services to our customers whereby we send the desired product at the agreed time to the desired place. Every subscription is made clear at the time of purchase and through subsequent confirmation emails.

Our subscription packages will auto-renew. You can ask to cancel the renewal packages before the 1st of the month that your subscription is due to renew. To Cancel a subscription renewal, please refer to section 9.

7.2  Your status
By placing an order through our site, you confirm that:
a) You’re legally capable of entering into binding contracts
b) You’re at least 18 years old.

You grant us a non-exclusive licence to use for any purpose any content you post on our website or otherwise communicated to us via any media.

7.3  How the contract is formed between you and us
On the purchase of one of our subscription packages until cancellation at the end of the term or transferring of the subscription to another individual agreed with Whittard of Chelsea during the term.

7.4  Our status
Whittard of Chelsea’s obligations under this agreement are to issue the subscription to you under the agreement. We are responsible for you receiving the desired goods each month to an (at least) acceptable quality.

7.5 Pricing, Description & Product Information
Whittard of Chelsea Tea & Coffee Club Subscriptions are available in four different price plans. Upon purchasing a subscription, payment must be made upfront for each price plan. Monthly payment is available and your credit card will be charged prior to order despatch.

If your payment is unsuccessful your subscription order will not be confirmed or fulfilled. If you renew your subscription and payment is unsuccessful you will receive an automated email to alert you to the failed payment and you will be asked to visit the ‘My Account’ area to check or amend your information and enter different card details.

Pricing Plans:
Monthly            £15 subscription
3 Months          £39 subscription
6 Months          £72 subscription
12 Months         £120 subscription

The prices quoted on this Website apply only to products sold via this Website. All prices are shown in £s sterling and include VAT(where applicable) and delivery. The prices which you must pay for the service are set out on the Website at the time you place your order.

We will take great care to ensure that all descriptions and details and prices of products appearing on the Website are correct. 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.

7.6 Placing an Order and Order Acceptance
You will receive an Order Acknowledgement email and order number following a purchase. Acceptance of your order and the completion of the contract between you and us will take place once payment has been taken, unless we have notified you that we do not accept your order or you have cancelled it. 

7.7 Payment
Payment for all products must be made with a valid Credit or Debit card. We take payment from your card at the time we receive your order. 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 completed that order. At the end of your subscription we will automatically renew your membership and payment will be taken for the same payment plan you had prior to renewal. To Cancel a subscription renewal, please refer to section 9.

7.8 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. We do not yet deliver our Tea & Coffee Club to International addresses.

Your subscribed Tea or Coffee Club parcels are dispatched around the 14th of each month and will be delivered within 3 – 5 working days. Order by 4th of the month to receive your subscription in that same month.

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. When an item has been delivered, risk of damage to, or loss of, the item passes to you.

7.9 Cancellation
You have the right to cancel or return your subscription order up to 7 working days following payment. 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. You can also ask to cancel the subscription packages before the 1st of the month, when your subscription would usually renew.

To cancel a contract, you must inform us in by email. We’ll then cancel your subscription. This provision does not affect your statutory rights.

To cancel a subscription please email club@whittard.co.uk 

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

7.10 Our refunds policy
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 arrange an alternate method of refund.

Stores cannot authorise a refund or exchange online orders, however they can liaise with our Customer Service 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 an alternative product where appropriate to similar or equal value.

7.11 Returns
We hope you are happy with your Tea & Coffee Club subscription, but if for any reason you wish to retrun an order please contact our Customer Serives who will be happy to advise. Email: club@whittard.co.uk 

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.

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. 

Please contact our Customer Service Department prior to returning an order so they can suggest the best option.

Email: club@whittard.co.uk 

7.12 10% off whittard.co.uk Membership Exclusive Offer:
- 10% off applies to orders made online at www.whittard.co.uk.
- Members must sign into their online account and the discount will automatically be applied to their order.
- 10% excludes delivery charges, sale and outlet items and coffee machines.
- 10% off Discount cannot be used on subscription purchases on the Tea & Coffee Club.
- Discount can be used in conjunction with valid Whittard promotion codes.
- 10% discount will be deducted after any other promotion or discount has been applied at checkout.

7.13 Our right to vary these terms and conditions
We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.

7.14 Law and jurisdiction
This agreement and any dispute arising out of if will be governed by English Law. Any dispute or claim arising out of or in connection with this agreement or its formation (including non-contractual disputes or claims) shall be subject to the

8. E-Vouchers

An E-Voucher can ONLY be redeemed online at www.whittard.co.uk. Only one E-Voucher can be redeemed per transaction. It cannot be redeemed at any retail stores or other retailers.

An E-Voucher can be purchased here in decimal amounts between £5.00 and £100.00. Other products can still be added to the shopping basket. The E-Voucher is sent via email and contains a voucher code and expiry date. It can also be personalised with a message. The E-Voucher can be emailed directly to the recipient's email address, or the purchaser can email it to themselves with the choice of printing or forwarding on the email at their leisure.

Once payment has cleared the E-Voucher will be transmitted electronically and then, just like a physical voucher, it is the purchaser's and recipient’s responsibility. Prior to purchase we ask the purchaser to confirm the recipient's email address. We cannot be held responsible for incorrectly emailed, lost, stolen or deleted E-Vouchers; although we recommend you contact us for help if you are experiencing any difficulties.

From time to time E-Vouchers can get caught up in spam filters and it is up to the recipient to check these filters. We canno’t take responsibility for E-Vouchers that cannot be delivered to the recipients email address because of spam filters, firewalls, capacity of the recipient’s mailbox or any other factors outside our control.

To redeem an E-Voucher simply enter the E-Voucher code featured in the email into the box provided at the end of the checkout process; where prompted during the Payment stage. In order to redeem your E-Voucher you must register with a valid email address on the website www.whittard.co.uk. Only when you have completed your order will the E-Voucher be used. Only one E-Voucher may be used per order. An E-Voucher can only be redeemed against orders placed in GBP Sterling at www.whittard.co.uk.

E-Vouchers cannot be used in conjunction with any other promotion, discount or 3rd party benefit.  This includes cashback and loyalty partners. 

E-Vouchers cannot be used towards a promotion spend over.

E-Vouchers are valid for a 1 year time period and must be used by the date shown on the E-Voucher. Always check your E-Voucher to find out when it expires.

We are happy to offer a refund or exchange (if stock available) on any unused items with labels and/or packaging intact within 30 days of dispatch. Faulty items do not require their original packaging. This does not affect your statutory rights.

Refunds must be made through the website, following the returns procedure documented on the returns form supplied inside your original order. If a refund is required, this will be made in the same way as the original payment method (such as onto a gift voucher, debit/credit card account, or a combination of the two).

Unfortunately, under no circumstances can returns or exchanges be made through Whittard of Chelsea stores.

Please note an E-Voucher is a non-refundable product, however we reserve the right to cancel an E-Voucher at any time

9. Delivery

We deliver to the UK and to international countries.

All orders over 60kg must be placed via the Customer Services team who can be contacted on 0800 015 4395.

All Whittard of Chelsea UK mainland deliveries are made by courier and are delivered between 9:00am and 5:00pm Monday to Friday, excluding any bank holidays. Saturday deliveries are made between 9:00am and 12:00pm. Deliveries can sometimes be made outside of these hours.

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 is in, our couriers 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 five delivery services:

1. Standard Delivery £3.95

  • Service available to UK mainland, Scottish Highlands and Islands, 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 3 to 5 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. 
  • The only time we will charge more for a standard delivery is if your parcel weighs more than 5kg - for orders over 5kg an additional delivery charge will be applied according to weight as outlined below.
  • Please see below for a full breakdown of prices by weight and country.

2. Standard UK deliveries over £40 qualify for FREE DELIVERY

  • Only valid on standard UK deliveries valued at £40 or more, after other dicsounts 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 out Premium Next Day/Saturday Delivery service.
  • Orders over 10kg do not apply, an additional delivery charge will be applied.
  • This offer is only redeemable online.

3. Click & Collect: FREE for collection in store

  • Only available for delivery to the UK.
  • Orders may take up to 5 working days before they are ready for collection from store.
  • Click & Collect orders will be held in store for 10 days, after which point your order will be cancelled and refunded in full.
  • You will not be able to collect your order without bringing your order number to store with you.
  • Jura Coffee Machines, Coffee Hit Grinders and Brewed by Hand Heaters and not available for Click & Collect.
  • Find out more about Click & Collect here.

4. Premium Next Day UK Delivery £6.95

  • Service available to UK mainland only. Scottish Highlands and Islands, 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 3pm 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. If your order is placed on a Saturday or Sunday, your order will be delivered the following Tuesday.
  • Please note that this service is not available for the following post codes: 

    AB31-38, AB40-56, IV1, IV2, IV3-IV28, IV30-32, IV36-40, IV52-54, IV63, KW1-14, PA21-26, PA27-38, PH4, PH5-41, PH49-50, BT, HS, IV41-49, IV51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE, IM, GY, JE.

    Next Day Delivery Weight Thresholds:

    0 -15kgs £6.95
    15.1 - 30kgs £10.45
    30.1 - 45kgs £13.95
    45.1 - 60kgs £60.00

5. Premium UK Saturday Delivery £11.95

  • Service available to UK mainland only. Scottish Highlands and Islands, Isles of Scilly, Alderney, Sark & Herm, Isle of Wight, Isle of Man, Guernsey, Jersey and Northern Ireland are excluded from this service.
  • Premium UK Saturday orders can be made up until 12:00 on the Friday before.
  • Please note that this service is not available for the following post codes: 

    AB31-38, AB40-56, IV1, IV2, IV3-IV28, IV30-32, IV36-40, IV52-54, IV63, KW1-14, PA21-26, PA27-38, PH4, PH5-41, PH49-50, BT, HS, IV41-49, IV51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE, IM, GY, JE.

    Saturday Delivery Weight Thresholds:

    0 -15kgs £11.95
    15.1 - 30kgs £23.90
    30.1 - 45kgs £47.80
    45.1 - 60kgs £96.00
Deliveries from Suppliers

Please note, a number of our products are despatched direct from our suppliers. Deliveries from suppliers can only be delivered to a UK address. Your item will be despatched separately from other items on your order that come from our warehouse. You will only be charged one shipping cost and your product(s) will be delivered within 3-5 working days. We regret that Next Day/Saturday delivery is not available on items despatched directly from our suppliers. You will be notified if you product is delivered directly from a supplier at the checkout.

Deliveries to BFPO Addresses

Deliveries to BFPO addresses are charged at our UK standard delivery rate of £3.95. The parcel will be sent 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 to Israel are subject to customs 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.

We are unable to ship more than 5Kg's of tea per order to Australia, due to Australian custom regulations.  All orders to Australian addresses must have a contact telephone number in order to comply with our courier regulations. 

Delivery Prices by Zone and Weight

 Zone

 

Up to 3kgs

3.1 – 5kgs

5.1 – 10kgs

10.1 – 20kgs

20.1 – 30kgs

30.1 – 40kgs

40.1 - 60kgs

1

3-5 days

£3.95

£3.95

£4.50

£5.50

£6.50

£7.50

£15.00

2

3-10 days

£9.50
£12.50
£22.50
£27.50
£33.50
£46.00

£80.00

3

3-10 days

£12.50
£16.00
£24.00
£27.50
£33.50
£46.00

£80.00

4

2-10 days

£19.00
£25.00
£37.00
£52.00
£64.00
£82.00

£170.00

5

6-10 days

£19.00
£25.00
£45.00
£75.00
£100.00
£150.00
£200.00

6

4-14 days

£25.00
£35.00
£57.50
£95.00
£132.00
£176.00

£260.00

Note: All orders over 60kgs must be placed via our Customer Services team who can be contacted on 0800 015 4395.

Zones Defined
Zone 1 Zone 2 Zone 3 Zone 4 Zone 5 Zone 6
UK Austria Czech Republic Albania USA Argentina
  Balearic Islands Estonia Bosnia & Herzegovina   Australia
  Belgium Greece Bulgaria   Bahrain
  Canary Islands Latvia Croatia/Hrvatska   Belarus
  Denmark Lithuania Cyprus   Brazil
  Finland Poland Gibraltar   Canada
  France Portugal Iceland   Chile
  Germany Slovak Republic Malta   Egypt
  Hungary Slovenia Romania   Georgia
  Ireland   Switzerland   Hong Kong
  Italy   Turkey   India
  Luxembourg   Ukraine   Iraq
  Monaco       Israel
  Netherlands       Japan
  Spain       Korea, Republic of
  Sweden       Malaysia
          New Zealand
          Norway
          Saudi Arabia
          Singapore
          Taiwan
          Thailand
          Tunisia
          United Arab Emirates
          Vietnam
10. 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. Unfortunately, postage costs for returned items from outside of the UK cannot be refunded. 

Our returns address is:

Freepost RSXJ-SUTE-KAJG
Whittard of Chelsea
C/O Dalepak Limited
DC139 Style Way
Pineham
Northampton
NN4 9EX

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.

Direct Despatch Cancellations
Jura

  • If the goods are delivered damaged please inform Jura Products Limited within 24 hours and Jura Products Limited will arrange collection. If you are returning the goods due to a change of heart or due to ordering the wrong item, then you, the customer, must fund the return carriage. Goods must be returned within a further 28 days of your contact informing Jura Products Limited of the intent to return.
  • Goods returned for any reason must be complete and in their original packing, i.e. returned "as new".
  • No used items will be accepted returned "as new" by Jura Products Limited.
  • If the timelines laid out above are not complied with, Jura Products Limited will not refund the returned goods.
  • A full refund is entirely dependent on Jura Products Limited assessment of the goods being returned in a re-sellable condition and being returned for a genuine reason. Jura Products Limited reserves the right to charge a 20% restocking fee under any circumstances.
  • If goods are returned in an unsatisfactory condition Jura Products Limited will either; return the goods and charge you the carriage; or Jura Products Limited will invoice you to return the goods to a re-sellable condition.
  • If the goods are returned without any of the auxilliary items, these will be charged for at the full price.
  • Please also refer to the Terms & Conditions of Sale. Your statutory rights are not affected.

11. 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.

The Whittard Taste Guarantee

Since 1886 we have been sourcing and blending the finest teas, coffees and hot chocolate; and we are so confident you will enjoy our products that we are pleased to offer you the Whittard taste guarantee. Our Taste Guarantee means that if you ever buy one of our products and don't like it, you can bring it back to any of our stores and we'll either exchange it for something else of an equivalent value or refund you in full.* This means you have the freedom to try something new, without the risk of disappointment.
*To receive a full refund you must present the relevant receipt. 

12. 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 or applying the promotion if a valid code has not been entered. Online voucher codes are not valid in Whittard of Chelsea high street retail stores or outlets.  

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

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.

12.1 Whittard.co.uk discount voucher codes (also abbreviated to 'Voucher codes' or ‘Promotion codes’) can only be used against purchases made online at whittard.co.uk and cannot be used within Whittard of Chelsea stores unless otherwise stated.

12.2 Whittard of Chelsea Voucher codes may be supplied to 3rd party affiliates, via email, catalogue, social media, search or other means of advertisement and Whittard reserves the right to limit or change the terms of use of any voucher codes at any time.

12.3 Voucher codes must be entered in the relevant section of the basket at whitard.co.uk. We are unable to apply a discount to orders already placed.

12.4 Voucher codes are usually restricted to one use per customer.

12.5 Voucher codes may also be set to a maximum number of redemptions - if we are not able to accept the discount code you have entered it will be because the code has expired or maximum redemption level for promotion has been exceeded. We will advise you accordingly in the order process and the discount will not be applied.

12.6 Certain voucher codes & discounts may only be valid on specific spend thresholds which will be present in any promotional communication via email, forum, affiliates or any other marketing collaterol. This spend threshold must be adhered to in order to redeem the offer. Whittard reserves the right to cancel any order which doesn't meet the required spend threshold.

12.7 Selected voucher codes may be restricted for use against specified products or categories - where possible, details of any restrictions will be communicated at the point where we promote the voucher code to you.

12.8 Voucher codes cannot be exchanged for a cash alternative or used in conjunction with any other promotions or promotional codes.

12.9 Where the voucher code entitles you to a percentage discount, the discount will not be applied to the delivery charge ('delivery' includes additional delivery services, which are charged in conjunction with Whittard Delivery, for example ‘Next Day Delivery’).

12.10 Where the voucher code entitles you to a free delivery offer, this will be for Whittard UK standard delivery charge (£3.95). ‘Next Day Delivery’ incurs additional delivery charges. Free delivery is NOT available on our premium Next Day service and orders over 10Kg will incur an additional service charge.

12.11 Discount Voucher codes exclude any Sale/Outlet items and Direct Dispacth products (Jura Coffee Machines, Brewed by Hand and Coffee Hit products) unless otherwise stated

12.12 Voucher codes may be withdrawn, or suspended without notice for any reason. We will advise you within the order process if we cannot accept the discount code you have entered.

12.13 Changes to these terms of use may be made at any time.

12.14 Whittard discount voucher codes are not valid when purchasing E-Vouchers unless otherwise stated, but can be used in conjunction with an E-Voucher to make a purchase on www.whittard.co.uk.

12.15 BUMPER CHRISTMAS HAMPER COMPETITION

  • Entry into this competition is deemed acceptance of these Terms and Conditions
  • The prize consists of: 1 x Whittard of Chelsea Hamper to the value of £300
  • Entrants must be at least 16 years of age, and not employees of Whittard of Chelsea , their immediate families or their agents or anyone else connected with the promotion.
  • Entrants must be residents of the UK.
  • No automated, bulk, third party or consumer group entries are permitted.
  • Entry to the competition can be made via the Whittard of Chelsea website or by giving entry details to a member of staff at the till point in any Whittard of Chelsea store.
  • The opening date for receipt of entries is 20th November 2014 and the closing date for receipt of entries is 18th December 2014
  • The draw for the winner will be selected at random by Whittard of Chelsea on 19th December 2014. 
  • All reasonable effort will be made to contact the winner, however, if the prize is not claimed by 22nd December an alternative winner will be chosen. Once a subsequent winner has been selected, the previous winner is no longer entitled to the prize. In the unlikely event that no entries have been received before the closing date, no prizes will be awarded.
  • The prize is non-transferable, non-refundable and there are no cash alternatives.
  • Each prize will be delivered to the winner(s) within 14 days of the winner confirming their details.
  • Whittard of Chelsea reserves the right to provide an alternative prize of equal or greater value in the event of reasonably unforeseen circumstances.
  • Entry to the competition includes subscription to the Whittard of Chelsea email newsletter.
  • Whittard of Chelsea’s decision is final and no correspondence will be entered into.
  • The names of winner will be available by sending an SAE to Christmas Hamper Competition, Whittard of Chelsea Customer Services Windrush House, Windrush Park Road, Witney, OX29 7DX.
  • Whittard of Chelsea’s decision is final and no correspondence will be entered into.
  • Any entry which is incomplete, incomprehensible, late, incorrectly submitted or otherwise does not comply with the rules may be deemed invalid at the sole discretion of Whittard.
  • Whittard may withdraw or cancel the competition for any reason and at any time, and reserves the right to supply a prize of similar value. 
  • Whittard will use your details to administer your prize if you win. If you are successful in winning, Whittard reserves the right to use your name and/or image on the Whittard Blog, Twitter account and/or Facebook page and any other social media if required, highlighting you as the winner.
  • Whittard reserves the right to amend these terms and conditions without notice. Any amends will be posted on the Whittard site.
  • Entry to the competition can be made here

12.16 COME IN FROM THE COLD COMPETITION

  • Entry into this competition is deemed acceptance of these Terms and Conditions
  • The prizes (of which there are two) consist of: 1 x Whittard of Chelsea Chocolate Lovers Hamper, 1 x £500 Pride of Britain Hotels Voucher
  • Entrants must be at least 18 years of age, and not employees of Whittard of Chelsea , their immediate families or their agents or anyone else connected with the promotion.
  • No automated, bulk, third party or consumer group entries are permitted.
  • Entry to the competition can be made via the Whittard of Chelsea website or by giving entry details to a member of staff at the till point in any Whittard of Chelsea store.
  • The opening date for receipt of entries is 14th October 2014 and the closing date for receipt of entries is 17th November 2014
  • The draw for the winner (of which two will be selected) will be selected at random by Whittard of Chelsea by 28th November 2014. 
  • The winners will be notified by email. Prizes must be claimed by the winners within 7 days of being contacted. 
  • All reasonable effort will be made to contact the winner, however, if the prize is not claimed within 7 days an alternative winner will be chosen. Once a subsequent winner has been selected, the previous winner is no longer entitled to the prize. In the unlikely event that no entries have been received before the closing date, no prizes will be awarded.
  • Each prize (of which there is a total of 2  - for 2 separate winners) will consist of a £500 voucher issued by Pride of Britain Hotels and a Whittard of Chelsea Chocolate Lovers Hamper worth £15.00 which will be sent to a UK address only free of charge. Terms and Conditions apply to the use of the £500 Pride of Britain Hotels voucher, which may be used to pay for accomodation, meals or other services at any current Pride of Britain Member Hotel. Valid until the expiry date shown on the voucher (12 months from date of issue). No change will be given if the voucher value exceeds the value of purchase.
  • The prize is non-transferable, non-refundable and there are no cash alternatives.
  • Each prize will be delivered to the winner(s) within 14 days of the winner confirming their details.
  • Whittard of Chelsea reserves the right to provide an alternative prize of equal or greater value in the event of reasonably unforeseen circumstances.
  • Entry to the competition includes subscription to the Whittard of Chelsea email newsletter.
  • Whittard of Chelsea’s decision is final and no correspondence will be entered into.
  • The names of winner will be available by sending an SAE to Hot Chocolate Comp, Whittard of Chelsea Customer Services Windrush House, Windrush Park Road, Witney, OX29 7DX
  • Whittard of Chelsea’s decision is final and no correspondence will be entered into
  • By submitting your entry and agreeing to these terms & conditions, you understand that Whittard reserves the right to use your name and/or image on the Whittard Blog, Twitter account and/or Facebook page and any other social media if required.
  • Any entry which is incomplete, incomprehensible, late, incorrectly submitted or otherwise does not comply with the rules may be deemed invalid at the sole discretion of Whittard.
  • Whittard may withdraw or cancel the competition for any reason and at any time, and reserves the right to supply a prize of similar value. 
  • Whittard will use your details to adminsiter your prize if you win. If you are successful in winning Whittard reserves the right to use your name and/or image on the Whittard Blog, Twitter account and/or Facebook page and any other social media if required, highlighting you as the winner.
  • Whittard reserves the right to amend these terms and conditions without notice. Any amends will be posted on the Whittard site.
  • Entry to the competition can be made here

12.17 FREE HOT CHOCOLATE OFFER

  • To claim your free 350g Luxury Hot Chocolate Gift worth £6 (304162) you must present an eligible voucher in a Whittard of Chelsea store at the checkout along with your contact details.
  • By providing your contact details you agree to be included in the Whittard of Chelsea email newsletter, which you can opt out of at any time.
  • The free gift consists of one 350g tub of Luxury Hot Chocolate (304162), this offer is non-transferable, non-refundable and there is no cash alternative.
  • In the event that a store does not have stock of Luxury Hot Chocolate (304162), an alternative product of similar value will be offered at the discretion of the store staff.
  • The offer is limited to one per customer.
  • To qualify for a free Hot Chocolate Gift, you are required to spend a minimum of £20 in any Whittard of Chelsea store during a single transaction.
  • The offer is only valid in Whittard of Chelsea stores and cannot be redeemed online.
  • The offer cannot be redeemed in conjunction with any other promotion.
  • The offer is valid until 31st December 2014.
  • We reserve the right to change or amend this promotion at any time without prior notice.
  • We reserve the right to amend these terms and conditions at any time without prior notice, any amends will be posted on the Whittard website.

12.18 MAIL ON SUNDAY CHRISTMAS GIFT GUIDE

  • 10% off applies to Whittard of Chelsea stores in the UK and the Whittard of Chelsea website (www.whittard.co.uk) only.
  • To claim your 10% simply present the advert in store along with your contact details or enter the promotion code 'XMAS10' at the checkout where prompted to redeeem online.
  • The offer cannot be used in conjunction with any other promotions.
  • The offer excludes: Delivery, Outlet, Electrical Items, Gift Wrap, Handpick your Hamper and the Tea & Coffee Club.
  • By providing your contact details in store you agree to be opted in to the Whittard of Chelsea email newsletter, which you may opt out of at any time.
  • The offer is valid from 16th November 2014 until 31st December 2014.
  • The offer can be redeemed once per customer.
  • The offer is non-refundable, non-transferable and there is no cash alternative.
  • We reserve the right to change or amend this promotion any time without prior notice.
  • We reserve the right to amend these terms and conditions at any time without prior notice, any amends will be posted on the Whittard website.

13. Outlet

  • The Whittard Outlet is valid online only at www.whittard.co.uk
  • Whittard reserves the right to change or amend products and promotions within the Outlet at any time without prior notice
  • Whittard reserves the right to remove the Outlet online at any time without prior notice
  • Discount Voucher codes exclude any Sale/Outlet items unless otherwise stated
14. Gift Wrap/Handpick your Hamper

To have your items Gift Wrapped or Handpick Your Hamper, simply tick the box at the checkout.

From £6.00, your items will be beautifully wrapped in Whittard branded blue tissue paper, nestled in shred inside your choice of a blue and gold Whittard branded Gift Box or Wicker Hamper and presented with a personalised gift card.

You may also include a personalised Gift Message with your items, just enter your message into the text box on the delivery page. Your message will be presented on a postcard style card and placed inside your Gift Box/Hamper.

Please note: Gift Wrap messages can only be provided in English. 

How big are the Gift Boxes/Hampers?
You can select either: 

  • Medium Blue Whittard Branded Gift Box: W: 26cm, H: 11cm, D: 23.5cm
  • Large Blue Whittard Branded Gift Box: W: 39cm, H: 11.5cm, D: 23.5cm
  • Extra Large Blue Whittard Branded Gift Box: W: 41cm, H: 21cm, D: 35cm
  • 14" Wicker Hamper Basket: W: 38cm, H: 15cm, D: 25cm
  • 18" Wicker Hamper Basket: W: 46.5cm, H: 19.5cm, D: 20cm

How much does the Gift Wrap/Handpick your Hamper service cost?
The cost of the service varies depending on the size of the Box/Hamper you select:

  • Medium Blue Whittard Branded Gift Box: £6.00
  • Large Blue Whittard Branded Gift Box: £7.00
  • Extra Large Blue Whittard Branded Gift Box: £8.00
  • 14" Wicker Hamper Basket: £17.00
  • 18" Wicker Hamper Basket: £22.00

What happens if my items don't all fit into the Box/Hamper?
You will be notified at the checkout if the items you have selected exceed your Gift Box/Hamper capacity. You then have the option to upfrade to a larger Box/Hamper or remove some items. Alternatively you can opt to pack your additional items alongisde the box.

Will the recipient be able to see the prices?
No, the prices will be hidden on the packing slip.

Can different items be wrapped separately?
Yes, you can create mutilple Gift Boxes/Hampers per order, providing that they are all delivered to the same address.

Can I Gift Wrap part of my order?
Yes, at the checkout you have the option to speecify which products should be wrapped and which should be packed alongside the order.

Can I change my gift message once the order has placed?
No, once your order has been placed the gift message cannot be amended.

Are any products excluded from this service?
Jura Coffee Machines, Coffee Hit and Brewed by Hand products are the only products excluded from this service.

15. 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.

16. 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.

17. 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.

18. 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.

19. 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.

20. 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.

21. Company Details

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