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Delivery Information

Please note orders may take longer than usual to arrive during the Christmas period. This is due to our delivery providers being inundated with delivery requests on top of the Covid-19 pandemic. Thank you for your patience.

London Tea Exchange aims to despatch all your orders and deliveries as promptly as possible. If an item is out of stock and we are unable to despatch within five business days, we will advise you by email as soon as possible after receipt of your order.

Delivery times and estimates are subject to receipt of an order before the daily cut-off point.

However, due to unexpected conditions deliveries can be subject to delays. In the event of such unforeseen circumstances, customers will be duly notified via email. On rare occasions, deliveries can take up to 15 working days.

In the event that any item is unavailable, London Tea Exchange reserves the right to substitute it with an item of equal or greater value than the original, or issue a refund for the product. The gift boxes photographed contain only the items listed. All items displayed are subject to availability.

Mainland UK Delivery

Saturdays, Sundays and Bank Holidays are not defined as working days.

Orders made before 12pm Monday to Thursday will be dispatched on the same day or the following morning once payment has been received. All orders made after 12pm on Friday will be dispatched on Monday

For larger orders (ie: that exceed 2kg), please contact us via customerservices@londonteaexchange.co.uk, as we may be able to offer discounts on certain items.

*Please take into account that import duties, taxes and other charges are not included in the item price or shipping price.

Gift Deliveries

If you would like to send a gift delivery please make sure to clearly state recipient’s full name and address as all deliveries require a signature.

International Delivery

All International Deliveries are tracked and signed.

Delivery Restrictions

We offer international delivery on most of our online items. However, restrictions on certain products may apply dependent upon the country of export and trade sanctions. It is the responsibility of the customer to check any restrictions and exclusions before ordering, and they will be prompted to agree to these conditions prior to placing an order.

Unfortunately, due to trade sanctions and restrictions, we currently cannot accept any orders for delivery to the following countries:

• Argentina
• Afghanistan
• Azerbaijan
• Armenia
• Belarus
• Burma
• Central African Republic
• Chad
• Democratic Republic of the Congo
• Eritrea
• Republic of Guinea
• Guinea-Bissau
• Iraq
• Iran
• Kenya
• Lebanon
• Liberia
• Libya
• North Korea
• Somalia
• South Sudan
• Sudan
• Republic of Suriname
• Syria
• Thailand
• Ukraine
• Zimbabwe

*This list of restrictions is subject to change. If you have any further questions, please do not hesitate to contact us via email at: customerservices@londonteaexchange.co.uk

Customs

For products to be exported, our carriage charge covers packaging and delivery only. In the event that customs duties are payable, it is the recipient’s responsibility for paying this duty. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please note that cross-border deliveries are subject to opening and inspection by customs authorities. London Tea Exchange cannot guarantee that your goods will arrive in the same condition that they were dispatched should they be subject to inspection. The same regulations apply for goods that are returned.

Large/ Bulky International Deliveries

For particularly large orders, please contact our Customer Services Team via email at customerservices@londonteaexchange.co.uk

Refund Policy

If you are not completely satisfied with any item purchased, orders can be cancelled at any time within 14 working days from the date of purchase*. However, certain purchases cannot be cancelled or refunded, these include:

(a) Products that have been clearly personalised.

(b) Products that are perishable or have been opened, including all teas, infusions and food products.

(c) Any products that have been purchased at a discounted sale price.

(d) Gift certificates.

*Please note that Saturdays, Sundays and public holidays are not included in working days.

Products must be returned at your own expense. Please ensure that the product is returned in the same condition they were purchased in. Due to safety and hygiene reasons, we reserve the right to refuse the return of products opened, damaged or missing any tags or documents. All cancellations will be refunded within 30 days from the date of notification. If you would like to cancel your order, you must immediately notify us in writing at customerservices@londonteaexchange.co.uk

Returns of Damaged Goods

London Tea Exchange will do their utmost to provide high quality goods. However, on occasion, items may need to be returned. Upon receipt of damaged or faulty products, please notify us immediately via email along with a brief description. On return, the item will be examined and decided whether it is eligible for a replacement. Returns and refunds are governed by the following clauses:

1.1 For goods received which do not match those that you ordered, you should inform us within 2 working days. You will be given the option to have the goods replaced with those ordered, (if available), or to be refunded through the payment method used by you when the goods were purchased. Replacements will be issued upon our receipt of the returned goods. Goods must be returned in their original condition with all packaging and documentation. The original packaging does not need to be unopened. Refunds will be issued no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

1.2 For any products damaged in transit and the damage is apparent on delivery, you should specify on the delivery note that the goods have been damaged. To return the damaged goods, please contact us within 24 hours. London Tea Exchange takes responsibility for paying shipment costs. You will be given the option to have the goods replaced or to be refunded through the payment method used by you when purchasing the goods. Replacements will be issued upon our receipt of the returned goods. Refunds will be issued no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

We request that if goods appear substantially damaged on delivery then customers should refuse the goods and sign the courier manifest as damaged on delivery, ‘item refused’. In the instance the goods appear superficially damaged (i.e. the packaging looks damaged), please accept the goods and sign the courier manifest as ‘damaged on delivery’.

Please be aware that we may request photographs of the item(s) in question so we can assess the fault/damage and proceed to investigate the matter with the courier and packing service.

Returns Address

All authorised returns should be sent to the following address:

London Tea Exchange
103 Brick Lane
London
E1 6SE
United Kingdom

Notices

Notices required in writing should be sent to London Tea Exchange, 103 Brick Lane, London E1 6SE or via email at customerservices@londonteaexchange.co.uk. If we need to notify you of anything, we will do so by posting to the e-mail or postal address you provide during the order process. Notices will be deemed ‘received’ 24 hours after the e-mail is sent or three days after the date of posting.

Conditions of Website Use

These terms and conditions (together with all documents referred to in these terms) (collectively referred to as the “Agreement”) tell you the terms and conditions on which you may make use of our web site.

Information About Us

London Tea Exchange web site is operated by London Tea Exchange Limited (referred to in this Agreement as “London Tea Exchange”, “we”, “us” or “our”). London Tea Exchange is registered in England and Wales under company number 8494048 and our VAT number is 190436018 and has its flagship store at 103 Brick Lane, London E1 6SE.

Accessing London Tea Exchange Website

Access to our web site is permitted on a temporary basis and we reserve the right to withdraw or amend the service without any notice. The supply of all goods, services and information via our web site is subject to our Terms and Conditions. You are responsible for making all arrangements necessary for access to our web site. If you use the website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

London Tea Exchange reserves the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. In the instance that we do cancel an order, it will be of no charge to you.

Restrictions On Use

All copyright, database rights and other intellectual property rights, in our web site and all material published on it are owned by, or are licensed to, London Tea Exchange. All such rights are expressly reserved. You agree that you will access London Tea Exchange web site only for your own private use and not for any commercial or public use. You agree that you may not copy, reproduce, republish, download, post, adapt, create a derivative work from, distribute, store in any medium (including framing our web site within any other web site), broadcast, transmit, re-transmit, modify or communicate to the public all or any part of the web site without our prior written permission.

Changes to the Website

We will frequently update our web site and therefore the content may be altered at any time. If necessary, we reserve the right to suspend the web site or to close it indefinitely.

Linking to our Website

You are permitted to link to our home page, provided you do so in a way that is fair, legal and which does not adversely affect our reputation or take advantage of it or suggest any form of association, approval or endorsement on our part where none exists. Our website must not be framed on any other web site, nor should you establish a link to any part of our web site other than the home page. We reserve the right to withdraw linking permission without notice. If you wish to make any use of material on our web site other than that as permitted by this Agreement, or wish to contact us about any material on the web site, please address your request to customerservices@londonteaexchange.co.uk. Our web site may from time to time contain links to various web sites and other resources provided by third parties. These links are provided for your information only. We have no control over the contents of those web sites and resources and accept no responsibility for them or for any loss or damage that may suffered in connection with your use of them.

Our Liability

Nothing in this Agreement shall exclude our liability for: (a) death or personal injury arising through negligence, (b) fraudulent misrepresentation; or (c) breach of implied terms relating to title and quiet enjoyment under Section 12 of the Sale of Goods Act 1979 and Section 2 of the Sale and Supply of Goods Act 1982. Commentary and other materials posted on our web site are only general remarks or comments and are not intended to be relied upon by you. Other than as stated otherwise in this Agreement, we exclude all liability and responsibility arising from any reliance placed by you on the content of the web site or anyone who may be informed of any of its contents. Whilst we have taken every care in the preparation of the content of our web site, we cannot guarantee uninterrupted and totally reliable access to it. We cannot therefore guarantee that the information will always be completely up to date and free of mistakes. Other than as stated otherwise in this Agreement, London Tea Exchange disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the materials on our web site and will accept no liability for any loss or damage arising out of problems with access. We do not warrant or represent that material downloaded and/or accessed via or from our web site will be free of viruses or other similar contaminants and you should operate the most up-to-date virus protection software at all times. We do not accept responsibility for any loss, damages or costs suffered or incurred by you arising from viruses or contaminants contracted by you or your machine via accessing or using our web site.

Jurisdiction and Applicable Law

The English Courts will have exclusive jurisdiction over any claim arising from or related to this web site. English Law will apply to these terms and conditions.

Trade Marks

“London Tea Exchange” and are UK registered trademarks of London Tea Exchange. No permission is given for their use by any person and such use may constitute an infringement of our rights.

Your Concerns

If you have any concerns or queries about material which appears on our web site please that you would like to discuss with us, please contact customerservices@londonteaexchange.co.uk.

Trading Terms & Conditions

The sale and supply of all products via the London Tea Exchange web site (“Products”) is governed by the following terms and conditions (“Trading Terms and Conditions”):

2. TERMS OF USE

If you submit orders for items on this website this will be considered an indication that you agree to be legally bound by all of the Terms and Conditions. If you do not agree to any Terms and Conditions, you should not place any orders for products.

3. CHANGES TO THESE TERMS AND CONDITIONS

We may from time to time make changes to these Terms and Conditions. Any changes will be posted on our web site and notified to you by means of a notice and links to the revised Terms and Conditions on our homepage. It is important to review these Terms and Conditions regularly in order to ensure that you are aware of any changes made by us. If you place orders for products subsequent to changes being posted and you are notified in this way, this will indicate that you agree to be legally bound by the Terms and Conditions as updated and/or amended. In the instance that you refuse to agree to any of the revised Terms and Conditions, you should not place further orders on our web site.

4. ACCURACY OF INFORMATION

In using our online service, you confirm to us that the details you have provided whilst using the web site are correct, and the credit/debit card you are using is your own. If your details are subject to change, it is your obligation to inform us via the web site or by contacting us via the addresses displayed in the ‘Contact Us’ section of the web site.

How the Contract is Formed

All orders are subject to our approval. After your order is submitted, we will acknowledge receipt of your order by sending you an order acknowledgement email. Please note, this acknowledgement email does not constitute our acceptance of your order. Your order will only be confirmed by us when we send you a shipping confirmation email when we have dispatched your order. London Tea Exchange will aim to keep copies of all contracts for orders placed for products by you, but cannot guarantee that it will keep a copy of every agreement for an unlimited time due to the volume of orders that it receives daily. We strongly advise that you should read our Delivery Terms and Conditions in relation to all purchases and keep them in a safe place as a record of each transaction. All contracts with London Tea Exchange are concluded in English.

Prices and Payment

The prices for any products ordered will be as quoted on our web site from time to time, (except in the case of any palpable errors). All of our prices are inclusive of VAT and the cost of delivery will be separately itemised at the checkout based on the address details and specific delivery preferences you have provided.

Delivery

Please refer to delivery page – Delivery

Ownership and Risk

London Tea Exchange retain ownership of all products ordered until they have been delivered to you. Upon delivery, ownership of and risk in all products shall pass to you.

London Tea Exchange Limited understands that your privacy is important to you and that you care about how your personal data is used and shared online. We respect and value the privacy of everyone who visits this website, www.londonteaexchange.co.uk (“Our Site”) and will only collect and use personal data in ways that are described here, and in a manner that is consistent with our obligations and your rights under the law.

Please read this Privacy Policy carefully and ensure that you understand it. Your acceptance of Our Privacy Policy is deemed to occur upon your first use of Our Site and you will be required to read and accept this Privacy Policy when signing up for an Account. If you do not accept and agree with this Privacy Policy, you must stop using Our Site immediately.

1.Definitions and Interpretations

In this Policy, the following terms shall have the following meanings:

“Account” means an account required to access and/or use certain areas and features of Our Site;
“Cookie” means a small text file placed on your computer or device by Our Site when you visit certain parts of Our Site and/or when you use certain features of Our Site. Details of the Cookies used by Our Site are set out in Our Cookie Policy below;
[“Cookie Law” means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003;]
“personal data” means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means personal data that you give to Us via Our Site. This definition shall, where applicable, incorporate the definitions provided in the EU Regulation 2016/679 – the General Data Protection Regulation (“GDPR”)
“We/Us/Our” means London Tea Exchange Limited T/A London Tea Exchange a limited company registered in England under company number 08494048, whose registered address, and main trading address is 103, Brick Lane, LONDON E1 6SE.

Information About Us

2.1 Our Site is owned and operated by London Tea Exchange Limited, a limited company registered in England under company number 08494048 whose registered address, and main trading address 103, Brick Lane, LONDON E1 6SE.
2.2 Our VAT number is 190436018
2.3 Our Data Protection Officer is Sheikh A Rahman and can be contacted by email at customerservices@londonteaexchange.co.uk, or by post at our registered address.

What Does this Policy Cover

This Privacy Policy applies only to your use of Our Site. Our Site may contain links to other websites. Please note that we have no control over how your data is collected, stored, or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them. Parts of this Policy also apply to Our store CCTV systems where We may capture footage of you

Your Rights

4.1 As a data subject, you have the following rights under the GDPR, which this Policy and Our use of personal data have been designed to uphold;
4.1.1 The right to be informed about our collection and use of personal data;
4.1.2 The right of access to the personal data We hold about you (see section 5);
4.1.3 The right to rectification if any personal data We hold about you is inaccurate or incomplete (please contact Us using the details in section 14);
4.1.4 The right to be forgotten – i.e. the right to ask Us to delete any personal data We hold about you (We only hold your personal data for a limited time, as explained in section 6 but if you would like Us to delete it sooner, please contact Us using the details in section 2);
4.1.5 The right to restrict (i.e. prevent) the processing of your personal data;
4.1.6 The right to data portability (obtaining a copy of your personal data to re-use with another service or organisation);
4.1.7 The right to object to Us using your personal data for particular purposes; and
4.1.8 Rights with respect to automated decision making and profiling.
4.2 If you have any cause for complaint about Our use of your personal data, please contact Us using the details provided in section 2 and We will do Our best to solve the problem for you. If We are unable to help, you also have the right to lodge a complaint with the UK’s supervisory authority, the Information Commissioner’s Office.
4.3 For further information about your rights, please contact the Information Commissioner’s Office or your local Citizens Advice Bureau.

What Data Do We Collect

Depending upon your use of Our Site, We may collect some or all of the following personal and non-personal data (please also see section 3 of Our Cookie Policy for use of Cookies and similar technologies and Our Cookie Policy https://londonteaexchange.co.uk/pages/cookiepolicy

5.1 name;
5.2 date of birth;
5.3 gender;
5.4 business/company name
5.5 job title;
5.6 profession;
5.7 contact information such as email addresses and telephone numbers;
5.8 demographic information such as post code, preferences, and interests;
5.9 financial information such as credit / debit card numbers;
5.10 IP address;
5.11 web browser type and version;
5.12 operating system;
5.13 a list of URLs starting with a referring site, your activity on Our Site, and the site you exit to;
5.14 CCTV recordings when you visit Our store

How Do We Use Your Data

6.1 All personal data is processed and stored securely, for no longer than is necessary in light of the reason(s) for which it was first collected. We will comply with Our obligations and safeguard your rights under the GDPR at all times. For more details on security see section 8, below.
6.2 Our use of your personal data will always have a lawful basis, either because it is necessary for Our performance of a contract with you, because you have consented to Our use of your personal data (e.g. by subscribing to emails), or because it is in Our legitimate interests. Specifically, We may use your data for the following purposes:
6.2.1 Providing and managing your Account;
6.2.2 Providing and managing your access to Our Site;
6.2.3 Personalising and tailoring your experience on Our Site;
6.2.4 Supplying Our products and or services to you (please note that We require your personal data in order to enter into a contract with you);
6.2.5 Personalising and tailoring Our products and or services for you;
6.2.6 Replying to emails from you;
6.2.7 Supplying you with emails that you have opted into (you may unsubscribe or opt-out at any time by emailing us requesting opt out -or use the links at the foot of the email for instant removal from our system.
6.2.8 In order to market to you via social media platforms and to enable social sharing and engagement on our website
6.2.9 In relation to CCTV, to monitor the safety of Our stores, customers and colleagues, in order to prevent and detect crime and anti-social behaviour

Market Research

Analysing your use of Our Site and gathering feedback to enable Us to continually improve Our Site and your user experience;

7.1 With your permission and/or where permitted by law, We may also use your data for marketing purposes which may include contacting you by email and or telephone and or text message and or post with information, news and offers on Our products and services. We will not, however, send you any unsolicited marketing or spam and will take all reasonable steps to ensure that We fully protect your rights and comply with Our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003.
7.2 Third parties, (including Google Analytics,) whose content appears on Our Site – may use third party Cookies, as detailed below in section 13. Please refer to section 13 for more information on controlling Cookies. Please note that We do not control the activities of such third parties, nor the data they collect and use and advise you to check the privacy policies of any such third parties.
7.3 You have the right to withdraw your consent to Us using your personal data at any time, and to request that We delete it.
7.4 We do not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. Data retention will be determined on the following bases:
7.5 The length of time we keep your personal data depends on what it is and whether we have an ongoing business and need to retain it (for example, to provide you with a service you’ve requested or to comply with applicable legal, tax or accounting requirements. We’ll retain your personal data for as long as we have a relationship with you and for a period of time afterwards where we have ongoing business and need to retain it. Following that period, we’ll make sure it’s deleted or anonymised.

How and Where Do We Store Your Data

8.1 We only keep your personal data for as long as We need to in order to use it as described above in section 6, and/or for as long as We have your permission to keep it.
8.2 Some or all of your data may be stored outside of the European Economic Area (“the EEA”) (The EEA consists of all EU member states, plus Norway, Iceland, and Liechtenstein). You are deemed to accept and agree to this by using Our Site and submitting information to Us. If We do store data outside the EEA, We will take all reasonable steps to ensure that your data is treated as safely and securely as it would be within the UK and under the GDPR including:
8.2.1 All London Tea Exchange uses a combination of data centres and cloud service providers to store this personal data in the EU as well as United States and Canada. When personal data is transferred to the United States, it is either done so through the EU-U.S. and Swiss-U.S. Privacy Shield, or through contractual data protection addenda (DPAs) with third-party service providers. The EU-U.S. and Swiss-U.S. Privacy Shields are also considered adequate under the GDPR. Find out more at PrivacyShield.gov
8.3 Data security is very important to Us, and to protect your data We have taken suitable measures to safeguard and secure data collected through Our Site.
8.4 Steps We take to secure and protect your data include:
8.4.1 London Tea Exchange encrypts data sent to and from merchants and buyers using the HTTPS protocol. We also encrypt sensitive stored information, and salts and hashes merchant and buyer passwords using bcrypt. The London Tea Exchange checkout system is Level 1 PCI-DSS compliant

Analytics

Our Site uses analytics services provided by Google Analytics and Heap Analytics. Website analytics refers to a set of tools used to collect and analyse anonymous usage information, enabling Us to better understand how Our Site is used. This, in turn, enables Us to improve Our Site and the products and /or services offered through it. You do not have to allow Us to use these Cookies, however whilst Our use of them does not pose any risk to your privacy or your safe use of Our Site, it does enable Us to continually improve Our Site, making it a better and more useful experience for you.

9.1 The analytics service(s) used by Our Site use(s) the following Cookies above:
9.2 In addition to the controls that We provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all cookies or only third party Cookies. By default, most internet browsers accept Cookies but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.
9.3 You can choose to delete Cookies on your computer or device at any time, however you may lose any information that enables you to access Our Site more quickly and efficiently including, but not limited to, login and personalisation settings.
9.4 It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.

Contacting Us

If you have any questions about Our Site or this Privacy Policy, please contact the data protection officer on the details provided in section 2. Please ensure that your query is clear, particularly if it is a request for information about the data We hold about you (as under section 5, above).

Changes To Our Privacy Policy

We may change this Privacy Policy from time to time (for example, if the law changes). Any changes will be posted on Our Site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of Our Site following the alterations. We recommend that you check this page regularly to keep up-to-date.

Visit Our Flagship Store

103 Brick Lane,
London
E1 6SE

Opening Hours

CLOSED UNTIL FURTHER NOTICE DUE TO TIER-3 LOCKDOWN.

Contact Our Store

Email: store@londonteaexchange.co.uk
Phone: 0203 538 4041

Customer Service and Sales Enquiries

Email: customerservices@londonteaexchange.co.uk
Phone: 020 3778 0812
International: +44 (0)20 3778 0812

At London Tea Exchange, we fully acknowledge the importance securely storing any information that you provide. Consequently, London Tea Exchange maintains the highest levels of security. Our site utilises high-level SSL encryption technology. Be assured that this is the most advanced security software currently available for online transactions.

You can tell whether a page is secure as ‘https’ will replace the ‘http’ at the front of the www.londonteaexchange.com in your browser address window. Additionally, an image of a small locked padlock will also appear at the bottom of your browser window.

Furthermore, our checkout process uses Verified by Visa, Mastercard® SecureCode™ and American Express SafeKey SM. These services go towards further securing your payment details from unauthorised or fraudulent use. Please note that in order to use these services, you must first register with the bank or other organisation that issued your card.