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. Delivery
  8. Cancellations and Returns
  9. Refunds and Exchanges
  10. Promotions and Discounts
  11. Gift Wrap
  12. Privacy
  13. Intellectual Property and Copyright
  14. Limitations
  15. Indemity
  16. WEE Regulations
  17. Governing Law
  18. Company Details
  19. The Whittard Taste Guarantee
  20. Outlet
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 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, or PayPal. 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. We also deliver to a large number of countries outside of the UK, full details of which can be seen here.

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.

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 and Saturday deliveries are not available on items despatched directly from our suppliers.

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

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.

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. 

Free Delivery on Orders Over £35

  • Only valid on standard UK deliveries valued at £35 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 10kgs do not apply
  • This offer is only redeemable online

Click & Collect

  • Only available in the UK
  • Orders may take up to 7 working days before they are ready for collection from store
  • Click & Collect orders will be held in store for 10 days, after which point the order will be cancelled and refunded in full
  • You will not be able to collect your order without bringing your order number to store
  • Jura Coffee Machines are not available for Click & Collect
  • Find out more about Click & Collect here.
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. Unfortunately, postage costs for returned items from outside of the UK cannot be refunded.

Our returns address is:

Whittard of Chelsea
C/O Dalepak Limited
DC139 Style Way

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

  • 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.

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.

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. 

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. 

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.

10.1 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.

10.2 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.

10.3 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.

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

10.5 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.

10.6 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.

10.7 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.

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

10.9 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’).

10.10 Where the voucher code entitles you to a free delivery offer, this will be for Whittard UK standard delivery charge (£3.50). ‘Next Day Delivery’ incurs additional delivery charges. Free delivery is NOT available on our premium Next Day service and orders over 15Kg will incur an additional service charge.

10.11 Discount Voucher codes exclude any Sale/Outlet items unless otherwise stated

10.12 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.

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

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


  • Entry into this competition is deemed acceptance of these Terms and Conditions.
  • 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 16th June 2014 and the closing date for receipt of entries is 13th July 2014
  • The winner of this competition will be chosen at random by Whittard of Chelsea. There will be one winner who will be notified  via email.
  • All reasonable effort will be made to contact the winner, however, if the prize is not claimed an alternative winner will be chosen
  • The prize consists of an Alice in Wonderland Teapot, 6 mugs and 2 Alice pouches & Infusers.
  • The prize will be delivered to the winner's address within 14 days of the winner confirming their details.
  • The prize is non-transferable, non-refundable and there are no cash alternatives.
  • 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.


  • Entrants must provide details of their name, address, email address and age.
  • The competition opens on 1st July 2014 and closes on 7th September 2014. The Winners will be chosen in September and they will be notified by 30th September 2014.
  • The winners will be selected at random.
  • Unless specified in the competition post, the competition is open to all residents of the UK and ROI aged 18 and over except for Aelia Duty Free and Whittard od Chelsea employees, all contractors and families or anyone directly connected with the organization, and operators of its brands and concessions.
  • The prize is non-transferable, non-refundable and cannot be exchanged for any cash alternatives in whole or in part. 
  • No purchase is necessary..
  • No responsibility is accepted for any entries that are incomplete, lost or delayed or are unable to be submitted because of any technical or other reason. 
  • Only one entry per person. The winner will be contacted directly by email. The Winners have until 31st November to claim the Prize, after the date a new Winner will be selected for the unclaimed Prize.
  • The prize: As specified on the entry form and London Luton Airport Summer Leaflet.
  • As a participant you are providing information to Aelia Duty Free and Whittard of Chelsea only.

10.17 Free Sample Promotion

  • Valid online only at www.whittard.co.uk when you spend over £40 in one transaction excluding delivery charges
  • The Free Sample Promotion may be withdrawn or suspended without notice
  • You are entitled to select one free sample product only, either 25g of cafetiere Ground Coffee, 25g of Loose Tea or 4 Tag & Envelope Teabags
  • Whittard reserves the right to change or amend the free sample products without notice
  • Samples are limited and may change at any time.
11. Gift Wrap

To have your items gift wrapped, simply tick the box at the checkout.

For £6.50, your items will be beautifully wrapped in Whittard branded blue tissue paper, nestled in white shred inside a blue and gold Whittard branded gift box 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.

How big is the Gift Box?
Dimensions: H 11.5cm x W 39cm x D 27cm. This can hold, for example:
• 2 packs of Leaf Tea, 1 pack of Biscuits, 1 Tea Caddy and 1 Jam, or;
• A 300ml cafetiere, 1 pack of coffee, 1 pack of biscuits and 1 bar of chocolate

What happens if my items don't all fit into the box?
Any items that don't fit in the Gift Box will be packed alongside

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?
If you wanted certain products wrapping separately, and sending to different recipients, you will need to place the orders separately.

Can I Gift Wrap part of my order?
No, gift wrap can only be applied to a whole order, not part of it.

How much does it cost?
It is a standard amount of £6.50 to wrap any order, regardless of how big or small. This includes a Whittard branded blue and gold box, tissue paper and personalised Gift Message.

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

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.

17. 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.

18. Company Details

Whittard Trading Limited
Windrush House
Windrush Industrial Park
OX29 7DX

19. 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.

20. 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