FREQUENTLY ASKED QUESTIONS

If your question is not answered here, please call 01243 219995 or email us. Our Customer Service team are happy to help anytime during normal office hours.

 

ORDERING

Q. How can I be sure my item/s will arrive safely?

We pack all goods carefully in bubble wrap or shredded card and boxes. We sometimes use second-hand boxes in order to minimise our impact on the environment (but only when our expert despatch guys judge that the reused boxes are tough enough for the journey).

Q. What if I’m ordering a gift?

If you’d like the package to be delivered direct to the recipient, just tell Customer Services when you order. We don’t offer a gift-wrapping service but we are happy to include a short message from you and to remove any invoicing/price information (all at no extra charge).

Q. What if the item/s I want are out of stock?

As far as we know, everything shown as available on the website is currently in stock. If there is a problem, we’ll let you know so you can choose an alternative or request a refund.

 

 

PAYMENT

Q. How can I pay?

You can pay online with your credit or debit card, via Paypal or via Amazon Pay.

 

DELIVERY

Q. What are your delivery costs?

We know that the cost of delivery can really bump up the price of your order, so we have worked hard to give you a really good deal.

The charge varies depending on how much you spend. When you spend £30 or more delivery doesn’t cost you a penny!

DELIVERY Spend £30 or more Spend under £30
Super Saver FREE £3.99 (incl vat)

Q. When will my order be delivered?

If you order before 12pm, we will send them out on the same day, otherwise, it will be the next working day.

Delivery usually takes 2 – 3 working days.

We use reputable courier companies and monitor them carefully, but sometimes delays may occur that are outside our control, such as weather or traffic conditions. We always aim to keep you informed and minimise inconvenience, however, we can’t be held responsible for such delays or consequential losses.

Q. Can I choose my delivery date?

Yes. First place your order as usual, then call 01243 555775 or email [email protected] to tell us which day you’d like your goods to arrive.

 

PROBLEM?

Q. What if I want to cancel my order?

Call 01243 555775 or email us as soon as possible. If your order has not yet been despatched, we’ll cancel it immediately. If it has already been despatched, you’ll have to return it to us. Please scroll down to the Returns question below for instructions.

Q. What if my order doesn’t arrive?

If your order doesn’t arrive within five days, please phone 01243 555775 during office hours or email us.

Q. What if my order arrives damaged?

It’s rare, but if it does happen, please call 01243 555775 or email us to let us know within 24 hours. We’ll happily arrange a refund or replacement with our apologies. (We may ask you to send us a photo or to return the item first.)

Q. What if my order arrives wrong?

If we’ve accidentally sent the wrong item or something is missing, please call 01243 555775 or email us within 24 hours. We’ll arrange a replacement or refund on the same day.

Q. How do I arrange a return?

We hope you love everything you order from us, but you can return any unwanted items within 14 days of despatch.

Please repack the goods carefully to prevent damage in transit (we can’t give you a refund unless they are suitable for resale) and send them to Edgcumbes Tea & Coffee, Wicks House, Ford Lane, West Sussex, BN18 0DF.

We recommend you use a trackable postal service and retain proof of postage – because we can’t give you a refund if the goods never arrive back with us.

When we receive your returned item/s, we’ll refund the cost within 7 working days, using your original payment method (we regret we can’t refund the cost of delivery or return). If you don’t receive your refund after this time, please let us know and we’ll sort it out.

Other questions

Common misspellings

Some of our customers misspell our name. Here are some of the common misspellings – edgecombes , edgucmbes, edgecumbes, edcgumbes, edgucbmes