Terms and Conditions

This page (together with the documents referred to on it) outlines the terms and conditions on which we grant you access to and use of our website and the terms and conditions under which we supply any of the products (Products) listed on and to you. Please read these terms and conditions carefully before continuing to use Our Site or ordering any Products from Our Site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions.

The terms and conditions do not affect your statutory rights as a consumer

  1. Information About Us
  2. Use of Our Site
  3. How the Contract is Formed Between You and Us
  4. Cancellation
  5. Availability
  6. UK Deliveries
  7. International Deliveries
  8. Risk and Title
  9. Price and Payment
  10. Our Refunds Policy
  11. Import Duty
  12. Written Communications
  13. Complaints
  14. On-line Security
  15. Our Right to Vary these Terms and Conditions
  16. Law and Jurisdiction
  17. General
  18. Tea Tasters
  19. Special Offers


1 INFORMATION ABOUT US and  (“Our Site”) are sites operated by R. Twining & Co. Ltd (“we,” “us” or “Twinings”). We are registered in England and Wales under company number 525071 and with our registered office at Weston Centre, 10 Grosvenor Street, London, W1K 4QY. Our main trading address is R. Twining & Co. Ltd, Southway, Andover, SP10 5AQ. Our VAT number is GB730168554



2.1 By using Our Site you agree to be legally bound by these terms, which shall take effect immediately on your first use of Our Site. If you do not agree to be legally bound by all the following terms please do not access and/or use Our Site.

2.2 We may change these terms at any time by posting changes online. Please review these terms regularly to ensure you are aware of any changes made by Twinings Your continued use of Our Site after changes are posted means you agree to be legally bound by these terms as updated and/or amended.

2.3 You may not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use Our Site content in any way. You also agree not to adapt, alter or create a derivative work from any Our Site content. Any use of Our Site content requires the prior written permission of Twinings.

2.4 You agree to use Our Site only for lawful purposes in accordance with these terms and condition, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use and enjoyment of Our Site. Prohibited behaviour includes harassing or causing distress or inconvenience to any person, transmitting obscene or offensive content or disrupting the normal flow of dialogue within Our Site.

2.5 Our Site content, including the information, names, images, pictures, logos and icons regarding or relating Twinings and/or its products and services (or to third party products and services), is provided "AS IS" and on an "IS AVAILABLE" basis without any representations or any kind of warranty made (whether express or implied by law) to the extent permitted by law, including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.

2.6 Under no circumstances will Twinings be liable for any of the following losses or damage (whether such losses where foreseen, foreseeable, known or otherwise): (a) loss of data; (b) loss of revenue or anticipated profits; (c) loss of business; (d) loss of opportunity; (e) loss of goodwill or injury to reputation; (f) losses suffered by third parties; or (g) any indirect, consequential, special or exemplary damages arising from the use of Our Site regardless of the form of action.

2.7 We does not warrant that functions contained in Our Site content will be uninterrupted or error free, that defects will be corrected, or that Our Site or the server that makes it available are free of viruses or bugs.

2.8 The names, images and logos identifying Twinings or third parties and their products and services are subject to copyright, design rights and trade marks of Twinings and/or third parties. Nothing contained in these terms shall be construed as conferring by implication, estoppel or otherwise any licence or right to use any trademark, patent, design right or copyright of Twinings or any other third party.

2.9  Links on Our Site may lead to other websites. Twinings accepts no responsibility for the content, accuracy or function of such websites nor does Twinings endorse the contents of such sites.



3.1 Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the order has been accepted (Order Confirmation). The contract between us (“Contract”) will only be formed when we send you the Order Confirmation.

3.2 The Contract will relate only to those Products whose dispatch we have confirmed in the Order Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the order of such Products has been confirmed in a separate Order Confirmation.



4.1 If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after our delivery agents have recorded successful delivery of your order, provided you: (a) inform us by either (i) emailing your cancellation to us at or (ii) writing to us at Twinings, 216 Strand, London, WC2R 1AP or (iii) calling us on 01264 313444 between the hours of [8am to 6pm Monday to Friday (except for Public Bank Holidays)]; and (b) return the Product(s) to us immediately in the same condition in which you received them. In this case, you will receive a full refund of the price paid (including the postage price) for the Products in accordance with our refunds policy. For the avoidance of doubt, we will not refund Product(s) which have been opened or tampered with or which have been consumed in whole or in part.

4.2 When returning a Product(s) to us in accordance with paragraph 4.1, you do so at your own cost and risk. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. Further details of your right to cancel, and an explanation of how to exercise it, are provided in the Dispatch Confirmation. These provision do not affect any statutory rights that you may have.



5.1 The Products shown on this website are a fair representation of the actual terms, although minor details may vary.

5.2 All Products offered are subject to availability. We will endeavour to identify any “out of stock” products on our website – occasionally, large or frequent orders might mean we run of stock during the trading day.



6.1 See separate Shipping Policy, in the page footer.



7.1 We use DHL for most international deliveries.  We are sorry but we are currently unable to ship directly to Russia and Nigeria, and have a 10kg limit for orders going to the Ukraine. For further advice on these countries, please email us at



8.1 The Products will be at your risk from the time of signed delivery.

8.2 Ownership of the Products will only pass to you when we receive full payment of all  sums due in respect of the Products, including delivery charges.



9.1 The price of any Products will be as quoted on our site from time to time, except in cases of obvious error.

9.2 These prices include VAT if applicable but exclude delivery costs, which will be added to the total amount due as set out in clause 5.

9.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation. Our site contains a large number of Products and it is always possible that, despite our best efforts, some of    the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is    less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product's correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

9.4 We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.

9.5 Payment for all Products must be by the following credit or debit cards, Visa, Visa Delta, Visa Electron, MasterCard, Switch, Solo and American Express. Payment will be taken at the time of ordering.

9.6 You undertake that the details you provide to us for the propose of ordering or  purchasing goods are correct, that the credit or debit card you are using is your own and that there is sufficient funds to cover the cost of the goods or services ordered.



10.1 When you return a product to us:

               10.1.1 Please return your product(s) to the following address: Twinings, Unit 13, 15 Trench Road, Newtownabbey, Belfast BT36 4FA. Please ensure you include your order reference number and reason for returning your goods so that we are able to process a refund for you. Please note that we will not reimburse your postage costs on returned items. You will be responsible for the cost of returning the item to us and risk remains with you until we receive the Product(s);

               10.1.2 For defective/faulty products we will examine the returned product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund that you are due as soon as possible and, in any case, within 30 days of  the date that we confirmed to you via e-mail. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

               10.2.1 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

              10.2.2 Any faulty goods you may have purchased from may be returned within the first 6 month period from date of purchase. This coincides with that of your statutory rights. On notifying Twinings of your faulty goods, please provide proof of purchase, providing your order number will be satisfactory.



11.1 If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

11.2 Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by  you of any such laws.



Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.



 If you have any complaint about our service or product, we would very much like to hear from you.  Please e-mail us at, write to us at Twinings 216 Strand, London WC2R 1AP or call us on 0844 3245000 [9am to 5pm Monday to Friday (except for Public Bank Holidays)]



14.1 We use Sage pay for our secure payments.  The following is extracted from Sage Pay’s website:

 Is the Sage Pay system secure?

 Sage Pay collect card details via a 128-bit SSL secured payment page. We request card number, expiry dates, cardholder name and address and security code value. This information is then further encrypted to be held against the transaction details on our system before being sent to the UK acquiring banks for authorisation (over secure, offline channels). We don't store the security code (in line with Visa requirements) but we do store the card number (only in an encrypted format that none of our staff have access to).Sage Pay secure your card details within our database using AES-256, the keys for which are held on tamper-proof hardware security modules which as stated are unavailable to Sage Pay staff.When your details are supplied to us over SSLv3, the algorithm used is RC4, as it is for almost every major e-commerce site.SSL generates the encryption keys it uses for RC4 by hashing (using both MD5 and SHA1), so that different sessions have unrelated keys. Also, SSL does not re-key RC4 for each packet, but uses the RC4 algorithm state from the end of one packet to begin encryption with the next packet.The SSLv3 certificates we obtain from Verisign to secure our site can support AES-256 as the encryption algorithm, but the vast majority of customers use IE6 or below and older versions of Firefox and Netscape. Most also run on Microsoft Windows, which until Vista is released, cannot use AES in SSL encryption. At present, the vast majority of sessions will be encrypted at 128-bit, but with a strong algorithm like correctly implemented RC4, 128-bits is more than enough to ensure the security of your card details.

 We can also assure you that your details would not have been gleaned from our system (which has been approved, and is regularly audited by Visa and Mastercard as one of the most secure sites in the UK).  Our systems are independently audited by the UK acquiring banks and we are compliant with the card schemes themselves (both Visa and Mastercard) under their Payment Card Industry Data Security Standard which ensures we meet very strict security guidelines (see this link for more information).

 14.2 If you have any specific questions – contact us directly by e-mail at, write to us at Twinings, 216 Strand, London WC2R 1AP or call us on 0844 3245000 [9am to 5pm Monday to Friday (excluding public bank holidays)]



15.1 We have the right to revise and amend these terms and conditions from time to time.

15.2 You will be subject to the policies and terms and conditions in force at the time that you order Products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products).



Contracts for the purchase of Products through our site will be governed by English law. Any dispute arising from, or related to, such Contracts shall be subject to the exclusive jurisdiction of the courts of England and Wales.



17.1 If there is any conflict between these terms and specific terms appearing elsewhere on our Site then the latter shall prevail.

17.2 If any of these terms are determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these terms are intended to be effective, then to the extent and within the jurisdiction in which that term is illegal, invalid or unenforceable, it shall be severed and deleted from these terms and the remaining terms shall survive, remain in full force and effect and continue to be binding and enforceable.

17.3 Although we will seek to maintain availability of our Seasonal Edition, Green Teas and Infusions, because of the seasonal nature of our raw materials and our desire for freshness and quality, this cannot always be guaranteed.

17.4 Infusions and teas are grown under organic standards, and are made from the finest ingredients.

17.5 If we are out of stock of any of the above, we reserve the right to send an alternative of equal or greater value.



18.1 Subscribers to the Tea Tasters’ Club will receive a letter welcoming them to the club and providing them with their unique membership number. 

18.2 Each month, current subscribers to the Tea Tasters’ Club will receive one free bag of tea [that will make approximately 24 cups of tea at our recommended strength] of our choice, from our “Strand Loose Tea Bar” selection, together with tasting notes.  Because of the nature of the different teas, the bags will vary in weight

18.3 P&P for this monthly delivery is included within the subscription cost. 

18.4 Members are also entitled to 10% off all FUTURE orders from, during the subscription period.  Your membership discount will be automatically applied at the online checkout.  If it is not for any reason, please accept our apologies and contact us on 01264 313444 or email

18.5 Membership is non-transferable.

18.6 Eligibility for free postage is calculated after deduction of the Tea Tasters discount. 

18.7 Membership cannot be cancelled during the subscription period but we will always write to you before your renewal and offer you the choice of renewing for another period.  

18.8 To change address details during a subscription period please call 01264 313444 or email

18.9 Members of the Tea Tasters’ Club may receive promotional literature, mailings and offers from Twinings Direct.  If you DO NOT wish to receive such communications please write to us at Twinings Direct, 216 Strand, London WC2R 1AP or email

18.10 European and Rest of the World monthly tea tasters packages will be sent in advance in two waves.  One at the beginning of subscription, and one half way through.  This is to keep the costs to a minimum. 

18.11 From time to time we may need to adjust the price of new subscriptions to allow for changes in shipping rates, and the material costs of tea. 

18.12 UK shipping is by 2nd class post.  We cannot accept any liability for delays caused by third parties.



19.1 Free standard postage & packing (normally £3.95) applies to orders of £35 [inclusive of VAT] or over after any promotional discounts have been taken off.  Free standard postage applies only to UK orders.

19.2 3 for 2 applies on all Infusions which is featured in our Infusion category, the lowest tea price will be free.


Customers using the Huffington Post offer code are entitled to a free box of infusions (flavour may vary) and free UK delivery if their basket value is £5 or over.

One redemption per customer.

Can not be used in conjunction with any other offer.

Offer expires at midnight 7th April 2014.

19.4 Special/Weekly offer: Offer ends on July, 10th 2014 or Whilst stock last.


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