Shipping policy
1. About this policy
This policy explains how Fernhill Tea packs, ships and delivers the orders you place at www.example.com.
The seller is Fernhill Tea Ltd, trading as Fernhill Tea.
Nothing in this policy limits the rights the law gives you where you live. Where those rights give you a shorter delivery time or a better remedy, they apply.
2. Order processing
We pack and dispatch orders within 2 business days of payment.
Orders ship from Bristol, United Kingdom.
Business days are Monday to Friday, except public holidays.
If we cannot dispatch your order in that time, we email you before it runs out with a new date, and you can choose to cancel for a full refund instead of waiting.
If some items are ready before others, we may send your order in more than one parcel at no extra shipping cost, with a tracking link for each.
For delivery before the end of year holidays, please order by 15 December. Orders placed later are dispatched in turn and may arrive after the holidays.
3. Shipping costs and delivery times
The cost and the delivery estimate for your address are shown at checkout before you pay.
- United Kingdom: £3.95, delivered in 1 to 3 business days after dispatch.
- International: from £12.50, delivered in 5 to 10 business days after dispatch.
- Standard shipping is free on orders over £40.
Delivery times count from the day we dispatch and come from our carriers’ own estimates.
4. Carriers and tracking
We ship with DHL and the national postal service.
Parcels sent by the postal service may take longer to show their first tracking scan.
Every order is tracked. When your parcel leaves us, we email you the carrier’s name and a tracking link.
5. International orders
Our prices do not include the import duties, taxes or customs fees your country may charge. The carrier collects them from you before or on delivery. If you decline to pay them, the parcel comes back to us and we treat it as a return.
Customs checks can hold a parcel and add days to its delivery time.
6. Local pickup and delivery
You can choose local pickup at checkout at no cost and collect your order from 12 Sample Street, Bristol, on weekdays from 10 am to 4 pm. We email you when it is ready; bring the email or your order number.
7. Lost, damaged or stolen parcels
If your parcel arrives damaged or an item is missing, keep the packaging, take photos and email us at orders@example.com within 14 days of delivery. We send a replacement or refund you, and you do not pay to send anything back.
If your parcel has not arrived by the end of its delivery estimate, tell us. If the carrier cannot find it, we send a replacement or refund you.
If tracking shows your parcel as delivered but you cannot find it, please check around your address and with your neighbours, then tell us and we look into it with the carrier.
8. Addresses and PO boxes
Please check your address at checkout. If you spot a mistake, email us straight away: we can change it until your order is dispatched.
If a parcel comes back to us because the address was wrong or no one collected it, we contact you and resend it once at our cost.
We deliver to PO boxes only by the postal service, so choose it at checkout for a PO box address.
9. Delivery in the European Union
We deliver without undue delay and at the latest within 30 days of your order, unless we agreed another date with you.
If we miss that date, you can give us a reasonable extra time to deliver, and if we miss that too, end the contract. You can end it at once if the date was essential to you or we refuse to deliver. We then refund everything you paid without undue delay.
Your parcel stays at our risk until you, or someone you name who is not the carrier, receive it.
10. Delivery in the United Kingdom
Under the Consumer Rights Act 2015, we deliver without undue delay and no later than 30 days after your order, unless we agreed another date with you.
If we miss that date, you can set us a further reasonable period, and end the contract if we miss that too, or end it at once if the date was essential or we refuse to deliver. We then refund everything you paid without undue delay.
Goods stay at our risk until they reach you, or someone you name to receive them.
11. Shipping to the United States
We ship your order within the time stated in this policy and at checkout, or within 30 days if no time is stated.
If we cannot, we tell you before that time runs out, give you a new shipping date and let you cancel for a full refund. A refund goes back within 7 working days, or within one billing cycle for card payments.
12. Delivery in Australia
Under the Australian Consumer Law, once we accept your payment we must supply your order within the time we told you, or within a reasonable time if we gave none.
Goods must arrive of acceptable quality and as described. If they do not, you are entitled to a remedy under that law.
13. Changes to this policy
We may update this policy. The version on our store when you order applies to that order, and the date at the top shows when it last changed.
14. Contact us
Questions about an order or a delivery:
- Fernhill Tea Ltd
- Email: orders@example.com
- Website: www.example.com