Account

Q: How do I create an account?

A: Creating an account with us is easy. Simply click the ‘My Account’ link in the far top right of the website. Next enter your email in the ‘New Customers’ section and click ‘Submit’. Then fill in your details, choose a password and delivery address and click ‘Create Account’

Q: What do I do if I’ve forgotten my password?


A: If you have forgetten your password then we can easily create a new one for you. On the ‘My Account’ page you will see a link ‘Forgotten your password since your last visit?’. Click on this link and enter your email address. Your new password and instructions on how to recreate your password will be emailed to you. If you do not receive this email straight away, please check your junk email folder.

Q: How do I change the details of my online account?

A: If any of your details have changed since you last used our site, login to your account and navigate to the ‘Personal Details’ section. Update your details there and click ‘Save’. In the ‘Personal Details’ section you can amend your password, email and contact information. 

Q: How do I add a new delivery or billing address?

A: To add delivery or billing addresses, login to your account and navigate to the ‘Address Management’ section. Complete the New Address form and click ‘Add New Address’. Our five step checkout process includes two sections where you can select the correct addresses for each order you place. Billing address changes can be made in ‘2. Customer Details’ and Delivery address changes can be made in ‘3. Delivery Options’. 

Delivery

Q: Do you have any free delivery offers?

A: Yes, we offer free delivery by Royal Mail First Class for all orders over £25.00 (excl VAT) in the UK.

We also offer free delivery by 24 Hour Next Working Day Courier for all orders over £50.00 (excl VAT) in the UK.

Q: Do you deliver worldwide?

A: Yes, we deliver orders worldwide. 

Duties may apply to deliveries to your country. For many countries (e.g within the European Union) no charges apply but please check with your local customs in case. 

In accordance with our terms and conditions, you are responsible for payment of any customs duties, taxes and import charges which the customs in your country may apply to your order.

Q: What are your delivery options?

A: We offer a range of delivery options for both UK and International deliveries.

UK Deliveries

In the UK we offer three delivery methods:

- Royal Mail First Class
- 48 Hour Courier
- 24 Hour Next Working Day Courier

International Deliveries

International orders will be sent by:

- Royal Mail International Priority

International orders over £50.00 (excl VAT) will be sent by:

- Royal Mail International Signed For

Q: How much will my delivery cost?

Our delivery charges are calculated by weight and volume and are visible in the checkout before payment is made. 

UK Deliveries:

Royal Mail First Class deliveries in the UK start from just £2.00

For 48 Hour Courier there is a charge of £4.15 
For 24 Hour Next Working Day Courier there is a charge of £5.00

Royal Mail First Class UK Delivery costs:

Weight(g)Cost
Less than 250g £2.00
250-500g £2.25
500-750g £2.60
750-1000g £2.95
1000-1250g £3.30
1250-1500g £3.65
1500-1750g £4.00
1750-2000g £4.35

International Deliveries

Royal Mail International Priority deliveries start from just £2.90

Weight (g)West Europe CostRest of the World Cost
Less than 250g £2.90 £3.90
250-500g £3.80 £5.78
500-750g £4.70 £7.65
750-1000g £5.60 £9.53
1000-1250g £6.50 £11.40
1250-1500g £7.40 £13.28
1500-1750g £8.30 £15.15
1750-2000g £9.20 £17.03
2000-2250g £10.10 £18.90
2250-2500g £11.00 £20.85
2500-2750g £11.90 £22.65
2750-3000g £12.80 £24.53
3000-3250g £13.70 £26.40

If your order is over 2kg, then we may send your order in more than one parcel. This is the most cost effective method of sending large parcels abroad. 

The Royal Mail West Europe zone includes the following countries:

Andorra Austria Belgium Denmark Faroe Islands
Finland France* Germany Greece Greenland
Iceland Ireland Italy Luxembourg Netherlands
Norway Portugal** Spain*** Sweden Switzerland"

*(incl Corsica, Monaco)
**(incl The Azored and Madeira)
***(incl Canary Islands)
"(incl Liechtenstein)

All other countries come under the Rest of the World zone.

Q: How long will my delivery take to arrive?

A: We offer fast and efficient delivery options for both UK and International deliveries. 

UK Deliveries:

Royal Mail First Class – 1-3 business days
48 Hour Courier – 2 working days
24 Hour Courier – 1 working day

International Deliveries:

Royal Mail International Priority:

Western Europe: 3-5 days
Rest of Europe: 3-5 days
Rest of the World: 5-7 days

Q: Are your delivery methods trackable?

A: Our cheapest delivery options are not trackable but for peace of mind we offer trackable services for both UK and International deliveries.

UK Deliveries

Royal Mail First Class in the UK is not a trackable service.

Our 48 Hour and 24 Hour Next Working Day Courier services are both trackable.

If you wish to be able to track the delivery of your order please select either of these options on the delivery page of the checkout process. 

International Deliveries

Royal Mail International Priority Signed For is our only trackable international delivery service.

We use this delivery method for international orders over £50.00 (excl VAT).

Q: Is there a daily deadline for orders to be despatched on the same day?

A: Yes, we aim to despatch all orders placed before 3pm GMT on weekdays (except UK public holidays) on the same day.

Orders placed after 3pm GMT will be despatched on the next working day.

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Placing Your Order

Q: Is shopping online safe?

A: At JING Tea we use secure servers to protect your personal details. We do not store any card details online. All of our payments are processed through Worldpay. Worldpay uses state-of-the-art serves and encryption to ensure that payments are processed securely.

If you use a VISA or MasterCard for your online orders you may be prompted to fill out either ‘Verified by Visa’ or ‘Mastercard SecureCode’ details when processing a payment on our site. Details on these two systems is shown below.

What is ‘Verified by Visa’?

Verified by Visa is a service that password-protects your Visa card details; providing you with added security when  shopping online. This allows you to create a password that is known only to yourself, to use every time you use your Visa card online.

To register for Verified by Visa all you need to do is follow the instructions next time you place an order online with us. Alternatively, you can sign up by contacting the bank that issued your Visa card directly.

You’ll be asked to come up with a password for your Visa card. You only need to do this once, then whenever you use the card online you will be asked to enter the password when you check out. If you have already registered, you will be prompted to enter your Verified by Visa password when you order.

To find out more information please visit the Visa website.

What is ‘MasterCard SecureCode’?

MasterCard SecureCode is a service that password-protects your Visa card details; providing you with added security when  shopping online. This allows you to create a password that is known only to yourself, to use every time you use your Visa card online.

To register for MasterCard SecureCode all you need to do is follow the instructions next time you place an order online with us. Alternatively, you can sign up by contacting the bank that issued your Visa card directly.

You’ll be asked to come up with a password for your Visa card. You only need to do this once, then whenever you use the card online you will be asked to enter the password when you check out. If you have already registered, you will be prompted to enter your MasterCard SecureCode password when you order.

To find out more information please visit the Visa website.

Q: How do I place an order?


A: Placing an order with JING Tea is easy, just follow the steps below:

- After creating your account, login and search for the products you would like to purchase.
- Add the items you would like to your basket by clicking ‘Add to Basket’.
• Click the basket link at the top of the screen and check that the products and quantities are correct, then click ‘Proceed to Checkout’. 
- Check your delivery address is correct and choose your delivery option, then click ‘Continue to Checkout’
- If your order is a gift, add a gift message and choose your gift wrap options, then click ‘Continue to Checkout’
- Check all of your order details on the ‘Order Summary’, tick the Terms and Conditions box and then clicl ‘Confirm Order and Continue to Payment’
- Fill in your payment details on the Worldpay Payments page and click ‘Make Payment’

Pricing and Currency

Q: Can I place orders in different currencies?

A: All orders on the website are processed in GBP. The currency switcher on the site is for guidance purposes only. Exchange rates on our site are updated on a monthly basis so may not reflect the latest rates. 

Out of Stock

Q: What do I do if an item I want to order is out of stock?

A: We do regular stock checks to ensure that we maintain correct stock information on the site. If an item that you  would like to order seems to be out of stock by mistake please let us know by calling +44 (0)207 183 2113. We will then check the stock level of this product and let you know whether the item is available for purchase.

If the item is available then we will put the item back into stock on the website while you are speaking to us and let you know how to add the product to your basket. 

Some of the teas we buy are extremely rare and are only ever available in extremely limited quantities. Where this is the case, once we run out of stock, we are unable to source a replacement until the next season in which that tea produced. For these teas we recommend signing up to our newsletter to receive the latest news on rare tea launches.

Storage

Q: How should I store your tea?

A: Wherever possible we use vacuum, gas packing and cold storage for our teas to ensure that they arrive with you as fresh as possible. All tea should be kept away from heat, light, moisture and odours. Exposure to these will cause the tea to deteriorate and lose flavour. Our loose teas are packed in resealable ziplock bags so we recommend that you reseal all your bags once you have used them and store them in a cool dry place. 

Generally speaking, black teas and more heavily oxidized oolongs can be stored for a longer time than green, white and lightly oxidized oolong teas. Green teas, white teas and light oolong teas are best drunk within two to three months of opening. 

However, they can also be stored in the fridge to maintain freshness for as long as possible. If you choose to store your green, white and light oolongs in the fridge, be careful to take the packs out a little in advance of making your tea so that they can reach room temperature. Opening a bag straight from the fridge will result in condensation on the inside of the pack, which when closed can then affect the quality of the tea inside.

Returns

Q: How do I return an order?

We are confident that our entire product range allows you to enjoy a definitive experience of the world's greatest teas. We hope that you will enjoy exploring the full range of our teas and the tastes they offer.

However if you are not completely satisfied with any item you purchase on the site then please return it to us in original condition within 30 days of receipt and we will give you a full refund of the item's cost excluding postage costs. In addition, customers in the European Union are entitled to a statutory cooling-off period of seven business days.

Our returns address is shown on your invoice and packing slip. If you wish to receive a refund or replacement please contact us by email to let us know. 

If an item has been sent to you in error and you wish to return it, please contact us for our freepost address. 

If an item has arrived broken, please contact us to request a replacement and dispose of the broken item. In some cases we may need to ask you to provide a photo of the broken item so that we can look into how the damage might have been caused.

Retail Stores

Q: Do you have any retail stores?

A: JING is an online retailer so we do not currently have any retail stores. Retailing online means we can focus purely on the quality of tea, ensuring that it is the best available anywhere. We can also guarantee the presentation, storage and freshness of the teas we sell. Buying tea online means that you can find the best quality tea for the best possible price.

Q: Is your London address a retail store?

A: Our London address is an operational office so unfortunately we are unable to hold any stock for sale on the premises.