Shipping Policies

RETURN POLICY:

We guarantee that our tea blends will leave us in peak condition and in the rare event that you are not satisfied that this is the case with your shipment then we will do our utmost to put things right. If your order is incorrect or has been damaged during transit then please send a photograph of the damaged goods to smokeandvelvet@outlook.com along with your order number and return your item within 30 days of delivery for which we will then provide a replacement or a refund.  Your tea labels may have minimal natural wear and tear during the manufacturing and delivery process which is unavoidable. Smoke & Velvet will not issue refunds based on personal preference or non-quality related issues.

COUNTRIES WE SHIP TO:

We currently ship worldwide! Taking over kitchen counters worldwide, one tea at a time...!

However, Royal Mail have recently increased their postage prices to the US due to cross border changes introduced by USPS, therefore all post coming from outside of the US is costing a lot more than it used to. We're disappointed that this is now so costly for you but are very happy to send our blends to the US if you are happy to pay the postage. We apologise for this fee increase and really value your patronage!

We endeavor to check the customs import rules on international orders prior to shipping and will contact you if we come across any potential issues. We would be grateful if you could look at this before you order too. In most countries tea is allowed so long as it is dried but some restrictions do exist. For example, New Zealand doesn't allow any tea that contains citrus peel. If we become aware that you have ordered a tea that is restricted in your country, we will provide a refund.

PROCESSING TIMES:

Each tea is freshly packed to order. Orders are processed in the order they are received and take on average 3 -6 business days to produce before they ship (this does not include weekends, holidays, or otherwise specified days of closure). Wait times may be longer during busy periods of the year  - you will receive a dispatch notification by email once shipment has occurred. 

 

Please be aware that if you pay via card on WixPayments and not Paypal, the funds take a few days to clear and we cannot process your order before this has happened.

  Shipments originate in the Bristol, UK area, and transit times vary depending on the where packages are being delivered to (please see 'Shipping' section below).  Process and delivery times expressed are based upon normal business volumes. Please note that during peak seasons and holidays, order process times may increase.  If you require your package by a particular date, please email smokeandvelvet@outlook.com in advance and we will try our hardest to accommodate your request (please note there may be a priority order fee depending on our workload). 

SHIPPING 

 Free UK shipping is provided on orders over £35.

UK: We send items within the UK via 2nd Class Signed For. Royal Mail aim to deliver packages within 2 working days, including Saturdays. A signature is required on delivery. If you suspect your package has become lost in the postal system, please contact us for the tracking number.

International: We send items via  Royal Mail International Tracked & Signed For or Royal Mail International Tracked, depending on the service Royal Mail provide for your country. This service is tracked  for peace of mind and you are therefore provided with a tracking number. We tend to find that Tracked & Signed For packages get to their destination faster too, with an average of 3 - 5 working days in Europe and 5 - 7 working days everywhere else in the world. 

 

All orders delivered outside of the UK may be subject to local taxation and customs duty, which the customer is entirely responsible for.

SHIPPING LIABILITY

Smoke & Velvet is not responsible for packages that are undeliverable due to wrong addresses, missing information or not having someone present to receive packages. If there is a suite number, apartment number, or building number, please be sure to include that on your order.

Smoke & Velvet is not responsible for packages stolen or damaged after they are delivered to the address specified by the customer. We highly recommend that someone be home to accept the package or that it is shipped to a workplace or office address when possible.

If your order is undeliverable and returned to us, you will be issued a store credit for your order, minus the shipping cost. Smoke & Velvet is not responsible for delays caused by weather, mechanical failure or other acts beyond our control.

ADDRESS CHANGE REQUESTS

Once an order has been placed, you cannot make any alterations and we do not accept cancellations. However, address alteration requests may be accommodated within 24 hours of placing the order. You may send your alteration request to smokeandvelvet@outlook.com

BULK ORDERS & WHOLESALE

We will be delighted to consider any specific requirements including requests for quotations for bulk orders of our tea blends. Please use the contact form or email smokeandvelvet@outlook.com to discuss.