Shipping Questions

By the weight of your order and where it is going. Once you enter your address at checkout, you will see each shipping option and its exact cost before you pay.

From 27 October 2026, our FedEx rates to the United States and Europe are based on what it actually costs to send each parcel. Shipping costs have risen steadily over the past year, including new seasonal surcharges from FedEx, and for a long time we absorbed much of that difference ourselves.

To keep shipping within reach, postal shipping is also available to the United States and Europe from the same day, as a more economical option. Rates to Australia and Canada change on the same day, and for most orders there, shipping will cost less than before. Rates to other countries stay the same.

Kettles, braziers, sidehandle pots and other larger pieces travel in their own protective box, so they have their own shipping rate. If your order includes tea and a boxed piece, the two rates are added together at checkout.

If you have a question about the shipping on an order like this, send us your order number and we will look at it with you.

Not at the moment. Shipping is charged at what it costs to send your parcel, and you will always see the exact amount at checkout before you pay.

FedEx arrives faster. Postal shipping (EMS) costs less but takes longer to arrive. Every parcel is prepared with the same care, whichever way it travels, and both options appear at checkout with their costs so you can choose what suits you.

Postal shipping to the United States and Europe is available from 27 October 2026.

• United States: FedEx 3 to 5 business days, postal 10 to 14 business days
• Europe: FedEx 5 to 7 business days, postal 14 to 18 business days
• Australia: postal (EMS) 4 to 6 business days
• Canada: postal (EMS) 4 to 5 business days

These are estimates from the day your order leaves us, and delivery can take longer around holidays or when customs check a parcel. For other countries, write to us and we will give you an estimate.

We ship to almost every country. Enter your address at checkout to see the options for yours, or write to us if you are unsure.

United States: for orders from our online shop, we cover import duties, so there is nothing extra to pay when your parcel arrives.

Europe: duties and import taxes such as VAT vary by country and are collected locally, usually by the carrier before or at delivery. They are not part of our shipping price. We are looking at ways to make this simpler, and if you have paid duties on a recent order, we would be grateful to hear how much.

Other countries: your local customs office may charge duties or taxes. These are set by your local authorities and are usually collected at delivery.

Yes. Parcels sent by FedEx and by postal service (EMS) are both tracked, and we will email you the tracking details once your order ships.

Delivery can take longer around holidays and when customs check a parcel. If your tracking hasn't moved for a while, or customs or the carrier contacts you about your parcel, write to us with your order number and we will help you sort it out.

Please check your order when it arrives. If anything is damaged, write to us within 7 days with photos of the item and the packaging, and we will replace it or refund you in full, including shipping. Our Refund policy has the details.

If your parcel hasn't arrived well after the estimated delivery time, write to us with your order number. We will look into it with the carrier, and if your parcel has been lost, we will gladly send your order again.

Write to us as soon as possible with your order number and the new address. We can usually update it before your order is packed. Once it has left us, changes are up to the carrier and may not be possible.

Most items can be returned within 14 days of delivery if they are unused and in their original packaging. Opened tea can't be returned. Return shipping is at your cost unless the item arrived damaged, defective or incorrect.

Our Refund policy has the full details. If you are in the EU, you can also use our withdrawal form.

No. Existing subscriptions are not affected by the 27 October update.