Welcome to Whittard's Customer Service

How can we help?

Contact Details

Call Us

187 745 14778

Company Address

Customer Services Windrush House, Windrush Park Road, Witney OX29 7DX,
UK

E-mail address

info@whittard.co.uk

Help

What is your query regarding?

How can I pay for my order?

We accept Mastercard and Visa. All payments must be made in $ US dollars.

Unfortunately we no longer accept checks or postal orders as valid payment.

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Is it safe to shop online and enter my credit card details?


Whittard of Chelsea operates a secure shopping facility. We use the latest and most secure commercial technology available. Our secure sockets layer (SSL) uses 128-bit encryption. This ensures that your transactions are secure and your information cannot be accessed or redirected to anyone outside of Whittard of Chelsea and cannot be read by any staff who process your order. 


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When will you debit my account?

We debit your account when you place your order. If there are any problems with stock at the point of dispatch you will be contacted by a member of the customer services team before your order is dispatched. Your card will be refunded or a replacement product sent with your order, but only once it has been approved by you the customer.

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How much do you charge for delivery?

Up to 5kgs (11 lbs)               $5.00

5.1 to 20kgs (12 - 24 lbs)     $37.50

20.1 to 35kgs (45-77 lbs)   $60.00

35.1 to 50kgs (78 - 110 lbs) $82.50

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Are there any free delivery options?

Occasionally we run free delivery promotions. The best way to take advantage of any free delivery promotion is to sign up to our email newsletter Tmail. We often email our database with a code for free delivery. 

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I have heard about FDA restrictions and delivery to the USA, will this affect my order?

All products on the www.whittard.com website are FDA approved and therefore should not affect your purchase.

Due to legislation from the US Food & Drug Administration (FDA) relating to the importing of any food product into the USA, exporters are obliged to submit additional pre-approval paperwork to the FDA for each shipment to be made to the US.

Of late we have seen a decrease in the number of parcels being stopped, however, occasionally deliveries sent overseas are subject to additional customs and taxes. It is the customer's responsibility to pay these charges and customers need to be aware of this before purchasing orders for overseas delivery. We have no way of predicting these charges and so cannot charge customers at the time of placing the order. 

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Can you deliver to BFPO addresses?

We are able to deliver to BFPO addresses. Please visit www.whittard.co.uk for further information and to place an order. 

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When can I expect my order?

Please allow up to 14 working days for United States deliveries to arrive.

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What if I'm not in when you deliver?

If you're not home the courier will leave a card to let you know they have called. The card will tell you about how you can receive your parcel and the steps you need to take to arrange for your parcel to be redelivered.

Eventually all parcels are returned to our warehouse if delivery is not rearranged. There will be a separate delivery charge to send the parcel out again, if couriers have confirmed attempted delivery and then held the parcel at their depot for the specified time. 

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I still haven't received my order, what do I do?

You have two options:

1.Track your order with our online tracking facility by logging in to your customer account and clicking 'View My Previous Orders'.

2.Contact us via the online customer service form. 

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How do I cancel an order?

You have the right to cancel or return your order up to 7 working days following receipt of your goods. Please contact us via the online customer service form to cancel an order. 

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How do I return an order?

 
We hope you are happy with any product purchased, but if you wish to return a product to us for any reason you may do so within 30 days of the despatch date. It must be in a saleable condition and in its original undamaged packaging. We will refund the price or replace the product.

Our returns address is:

Whittard of Chelsea

C/O Dalepak Limited
DC139 Style Way
Pineham
Northampton
NN4 9EX
United Kingdom

However if a product is damaged or faulty, please contact our customer service team info@whittard.co.uk before returning the product.

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Can I obtain a refund for freshly ground coffee?

We are unable to refund fresh roasted and ground coffee, unless we have sent you the wrong item or grind. 

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When do I get my refund if I've cancelled an order?


As soon as we receive your returned order we will start processing a refund through our payment provider.

You can provide your notice of cancellation up to 7 days after the receipt of delivery and within a maximum of 30 days. You can cancel by phone, email or in writing.

You will be responsible for the cost of returning the order to us. You must ensure that the goods are packaged adequately to protect against damage. 

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Can I view my past purchases?

If you have a registered account with us you can view all of your previous orders by logging in and going to the 'my account' page. 

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What if I forget my password?

 
We can email you a password reminder.
Click here to be taken to that page. 

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Can I update my contact details or mailing preferences?

Yes. If you are a registered visitor you can go to the 'my account' pages and update your contact preferences. 

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Delivery

All Whittard of Chelsea US deliveries are made by courier. 

If we do deliver to you at home and no one's in, our couriers will leave a card telling you about how to collect your delivery or rearrange the delivery. Any unclaimed or undelivered orders will eventually make their way back to our warehouse.
Whittard of Chelsea does not recommend tha customers leave instructions to our couriers for your goods to be left outside your delivery address. 

All US orders are shipped from our warehouse in the UK and may be subject to additional customs charges. Please be aware that Whittard of Chelsea is not liable for these charges. 

Our United States deliveries are charged by weight. Once you have finished shopping and are ready to complete your order, the delivery charge will appear in the checkout pages. Please allow up to 14 working days for United States deliveries to arrive.

Standard deliveries over $75 up to 3kg qualify for FREE DELIVERY. Orders above this weight bracket will qualify for reduced delivery.

USA 

  • Up to 1kg                       $8.00
  • 1.1kg - 3kg                    $16.00
  • 3.1 - 5kg                       $25.60
  • 5.1 - 10kg                      $48.00
  • 10.1kg - 20kg                $82.40
  • 20.1kg - 30kg                $110.40
  • Over 30.1kg                   $142.40

We deliver to the UK and to international countries. Should you wish to deliver an order outside of the United States, please visit our website www.whittard.co.uk.

Terms & Conditions

Using this site and/or placing an order on this website you agree to be bound by the following terms and conditions. We recommend taking a few moments with a cup of tea, to read these terms and conditions as well as our Privacy Policy carefully before placing your order.

These terms apply to goods ordered via the internet and over the phone. Internet offers relate to internet transactions only and may not be available in store. Likewise, temporary or local special offers in store do not apply to internet prices unless expressly specified

We reserve the right to vary these terms and conditions at any time, but in respect of any ordered goods, the terms and conditions which apply shall be those which you accepted when placing your order.

General Online Terms and Conditions

  1. Use of Website
  2. Availability
  3. Purchase for Non-Domestic Use
  4. Pricing, Description and Product Information
  5. Placing an Order and Order Acceptance
  6. Payment
  7. Delivery
  8. Cancellations and Returns
  9. Refunds and Exchanges
  10. Promotions and Discounts
  11. Privacy
  12. Intellectual Property and Copyright
  13. Limitations
  14. Indemity
  15. Governing Law
  16. Company Details
  17. Adhoc promotion terms
1. Use of the Website

To register with www.whittard.com and purchase goods from our Website you must be over eighteen years of age. You must ensure that the details provided by you on registration or at any time are correct and complete.  You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. You must give us your real name, address, phone number, email address and any other details that we may require to process your order.

We reserve the right to:

  1.  Decline a new customer registration or suspend a customer's account at any time and at our sole discretion.
  2.  Whittard of Chelsea reserves the right, in our absolute discretion, to terminate your access to all or part of the services with or without notice.
  3.  Whittard of Chelsea reserves the right in our absolute discretion to discontinue the Website or services, or any part thereof, at any time, with or without notice.
 Trade - USA, export and international

Please note this is a consumer website and all purchases are for personal consumption or for gifs only.  For all USA, export and international bulk/trade orders and re-seller options, please contact customer services info@whittard.co.uk  tel; +187 745 14778

2. Availability

Goods are subject to availability.  Our acceptance of your offer to purchase our goods is subject to their availability. Our acknowledgement of order acceptance via the web or email is not a guarantee of delivery. If we are unable to deliver the goods which you have offered to purchase we will let you know as quickly as possible and a full refund will be given.

Orders that include sale items may be sent incomplete if certain sale lines are out of stock. Your card will be refunded and you will be notified as above.

Products available on our website may not be available in all our high street retail stores and vice versa.

3. Purchase for Non-Domestic Use

We have selected our products on the basis that they will be used for domestic use only.  Where you decide to use the products in the course of a business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose.

4. Pricing, Description and Product Information

The prices which you must pay for the products that you order are set out on the Website at the time you place your order (plus a delivery charge) except where we discover an error in the price of the products you have ordered. In this event, we will inform you as soon as possible after receiving your order and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled.

The prices quoted on this Website apply only to products sold via this Website.  Where the same products are available in our stores or via other stockiest different prices may apply.

All prices are shown in $s.

Although we will take all reasonable care to ensure that all descriptions, details and prices of products appearing on the Website are correct at the time when the information was inputted onto the system, the information appearing on this Website at any time may not reflect the exact position at the moment you place an order.

Please be aware that the colours and appearance of our products may vary slightly from the way they appear on the screen and we cannot guarantee that your monitor screen will accurately reflect the colour of the product on delivery. All measurements and sizes are approximate, although we make every effort to ensure that they are as accurate as possible.

In order to keep our website as accurate and as up to date as reasonably possible, it may be necessary from time to time, to restrict access to the site in order to undertake necessary maintenance work. We will make every effort to ensure that any down time or restricted access is kept to a minimum.

5. Placing an Order and Order Acceptance

The Order Acknowledgement email and order number are not an order confirmation or order acceptance from us.  Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.  Where items are despatched separately, our acceptance of the order in respect of each item takes place when that item is dispatched. Our carrier will make every reasonable effort to contact you to make delivery, but if they are unable to do so then your order will be cancelled and payment refunded to your card.

6. Payment

We take payment from your card at the time we receive your order, once we have checked your card details and stock availability.  Payment must be made with a valid credit or debit card acceptable to us. The address at which the card is registered must be the same as your billing address. You can register a new payment card at any time, but the card associated with a given order cannot be changed once you have checked out.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases.  By accepting these Terms and Conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. This is done only to confirm your identity, a credit check is not performed and your credit rating will be unaffected.

Store coupons or gift certificates issued in store are not redeemable online

7. Delivery

FREE Standard Delivery on orders over $75

We deliver to mainland USA addresses.

Provided that we have processed and received payment in full for the products, ownership of an item will pass to you once we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour. When an item has been delivered, risk of damage to, or loss of, the item passes to you.

For specific delivery options, including international order delivery please read our Delivery & Service section.

An order may be subject to additional custom charges in certain countries. Please be aware that Whittard is not liable for these charges. All orders over £30 to Canada and orders over £50 to Japan (excluding delivery charge) will be billed for additional custom charges.

8. Cancellations and Returns

You have the right to cancel or return your order up to 7 working days following receipt of your goods. This includes your right to cancel your order under the Distance Selling Regulations. You will receive a full refund including the original postage and packaging for the order if the charge was levied with your original order and it is returned in full.

If your order has already been despatched please follow our returns information

We hope you are happy with any product purchased, but if you wish to return a product to us for any reason you may do so within 30 days of the despatch date. It must be in a saleable condition and in its original undamaged packaging. We will refund the price or replace the product.. Return delivery charges will only be refunded in the event of faulty, damaged or incorrect items being sent to you. This does not affect your statutory rights.

Your right to return does not apply to products which fall into the following categories unless they are faulty:

  • Goods made to your specification cannot be returned for any reason unless faulty.
  • Perishable goods unless faulty or damaged.

It is your responsibility to ensure that the return form is enclosed with the parcel. Should you fail to enclose the return form, Whittard of Chelsea may not be able to refund the items until they are able to identify the related order. Should you fail to return your goods to the return address provided, Whittard of Chelsea will not be held responsible for any delays to refunds or postage issues.

Other than for defective products, returns outside the timeframe set out above, may be accepted at the sole discretion of Whittard of Chelsea and may be refunded as a credit to be spent online.

The cost of returning items is down to you and you are responsible for any returned goods until they reach our warehouse. We recommend that you obtain a Proof of Postage certificate from the United States Postal Service. We will refund returns postage for an item which is faulty, damaged or sent to you in error.This does not affect your statutory rights to return faulty or misdescribed goods under paragraph 8.1 above. Please contact our Customer Service Department on: 187 745 14778 or by email: info@whittard.co.uk to obtain further details regarding your return.

Lost Returns: Should your chosen courier fail to deliver or lose their return parcel, it is

your responsibility to claim compensation from the courier directly. Whittard of Chelsea will not be liable for any lost returned parcels. Please note that it is your responsibility to choose the most appropriate method for returns with the appropriate insurance. Whittard of Chelsea cannot be held responsible for any unforeseen delays such as strikes, riots, war or act of God.

9. Refunds and Exchanges

All refunds will be made to the debit or credit card on which the original purchase was made within 30 days of the cancellation of the order or return of the goods. In the event that Whittard of Chelsea is unable to credit your original method of payment, you will be contacted by a member of our Customer Service team to arranage an alternate method of refund.

Stores cannot authorise a refund or exchange on online orders , however they can liaise with our Home Shopping Department to arrange a refund or exchange on your behalf.

On faulty products, after the 7 day cancellation period, we reserve the right to offer a spare part or repair where appropriate. We also reserve the right to offer a replacement item of similar or equal value.

10. Promotions and Discounts

In order for a web exclusive and email exclusive promotion or offer to be applied to your order a valid voucher code must be entered into the voucher code box on the basket page. Whittard of Chelsea cannot be held liable for not discounting the order if a valid code has not been entered. Voucher codes are not valid in Whittard of Chelsea high street retail stores or outlets. Online exclusive and email exclusive promotion or offer can not be redeemed via our customer service call centre. 

Please note that only one promotion code can be used per order. 


When a voucher coder or other promotional offer applies to more than one product, the total value of the promotional offer or discount is split and shared across each applicable products in the correct ratio. If an item or part of the order is returned, then we will refund the relevant correct value.

11. Privacy

Registration data and certain other information about you is subject to our Privacy Policy.  We recommend that you read our Privacy Policy before you accept these Terms and Conditions.

12. Intellectual Property and Copyright

The content of the www.whittard.com Website is protected by copyright, trademarks, database and other intellectual property rights. You may retrieve and display the content of the Website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the Website without written permission from Whittard of Chelsea.

13. Limitations

This Website and the Retail Sites and any software are provided on an "AS IS" basis, without warranties of any kind, either express or implied, including, without limitation, implied warranties of merchantability, fitness for a particular purpose or non-infringement.

14. Indemnity

You agree to indemnify and hold Whittard of Chelsea harmless from all liabilities, claims and expenses that arise out of the content you submit, post or transmit via Whittard of Chelsea’s Websites, or from your use/misuse of the Websites or the use/misuse by any person for whom you are responsible or from your violation of the Terms and Conditions.

15. Governing Law

The contract between you and Whittard of Chelsea under which you have made your purchases it is agreed shall be governed by and interpreted in accordance with English law, and the English courts shall have jurisdiction to resolve any disputes between us. This does not affect your statutory rights.

16. Company Details

Whittard Trading Limited
Windrush House
Windrush Industrial Park
Witney
Oxfordshire
OX29 7DX
England

17.Discount Coupon Codes & Promotional Codes

17.1 Whittard.com discount coupon codes (also abbreviated to 'voucher codes' or ‘promotion codes’) can only be used against purchases made online at whittard.com.

17.2 Whittard of Chelsea's promtoional codes may be supplied to 3rd party affiliates, via email, catalogue, social media, search or other means of advertisement and Whittard reserves the right to limit or change the terms of use of any promotional codes at any time.

17.3 Promotional codes must be entered in the relevant section of the basket at whitard.com. We are unable to apply a discount to orders already placed.

17.4 Promotional codes are usually restricted to one use per customer and only one promotional code may be used per transaction.

17.5 Promotional codes may also be set to a maximum number of redemptions - if we are not able to accept the discount code you have entered it will be because the code has expired or maximum redemption level for promotion has been exceeded. We will advise you accordingly in the order process and the discount will not be applied.

17.6 Certain voucher  codes & discounts may only be valid on specific spend thresholds which will be present in any promotional communication via email, forum, affiliates or any other marketing collaterol. This spend threshold must be adhered to in order to redeem the offer. Whittard reserves the right to cancel any order which doesn't meet the required spend threshold.

17.7 Selected Promotional codes may be restricted for use against specified products or categories - where possible, details of any restrictions will be communicated at the point where we promote the offer/code to you.

17.8 Promotional codes cannot be exchanged for a cash alternative or used in conjunction with any other promotions or promotional codes.

17.9  Where the promotional code entitles you to a percentage discount, the discount will not be applied to the delivery charge.

17.10  Where the voucher code entitles you to a free delivery offer, this will be for Whittard standard delivery and applies to orders under 5kg. Orders over 5Kg will incur an additional delivery service charge.

17.11 Discount codes exclude any SALE items unless otherwise stated

17.12 Promotional codes may be withdrawn, or suspended without notice for any reason. We will advise you within the order process if we cannot accept the discount code you have entered.

17.13 Changes to these terms of use may be made at any time.

17.14 Whittard discount codes are not valid when purchasing eVouchers unless otherwise stated, but can be used in conjunction with an eVouchers to make a purchase on www.whittard.com




Security

When you shop on our website we may collect the personal information that you input when you're placing your order. This information may consist of:

Name, address, phone number, delivery address, email address, credit card details and details of the items you've ordered.

We use this information in a number of ways:

  1. To ensure the smooth processing & delivery of your order, or to contact you if there is a problem with your order.
  2. To allow us to make any subsequent visits you may make to our website as easy as possible, meaning you don't have to resubmit certain information each time you shop with us.
  3. To occasionally contact you should we have any offers or information related to the goods you purchased with us previously.
  4. To profile our customer database to help us improve our service and product range and to help us attract similar customers. This may involve working with third party analysis companies.

Our customer's privacy is of the utmost importance to us and we will never release your details to third party organisations for the purpose of marketing or communications without your prior agreement. Whittard of Chelsea operates a positive OPT IN option for anyone choosing to receive marketing information from carefully selected third parties. You can opt in to receive third party information by accessing your account pages or by clicking here.

We will occasionally contact you via email or mail about Whittard of Chelsea products and services that we believe would be of interest and benefit to you, based on your previous activity on our website. If you would prefer not to receive this information you can OPT OUT at any time by visiting your account pages, or by clicking here.

Whittard of Chelsea strictly comply with the requirements laid down by the Data Protection Act 1998, and the Distance Selling Directives and are therefore obliged to ensure that your personal data is kept secure and up to date and to respect your wishes. You may contact us at any time to request a copy of all data and information we hold on you as a customer. You may also contact us to amend or update your details at any time by calling a member of our customer service team on 0800 015 4395. You can amend your personal account details by visiting your account pages, or by clicking here.

Cookies

When you access our website we will use cookies. Cookies are tiny text files that identify your computer to us. This helps us personalise our website to your best interests. Without cookies we wouldn't be able to recognise you, make recommendations, update you basket or allow you to automatically update previously added information. Cookies enable us to make any purchases you make on our website quicker and easier.

Cookies cannot read any other information that may be stored on your hard drive, or access any other information about you or people who may use your computer. Only Whittard of Chelsea can access the information provided by these cookies.

Website Security

Whittard of Chelsea use the latest Secure Server Technology to ensure that all data submitted through our website is protected to the highest standards.

Secure Socket Layer (SSL) encryption is used to ensure that all credit card and transactional information is secure. You can tell when the web page your using is secure as the letters 'https' will replace 'http' in the browser address window. You will also notice a yellow padlock appear either next to your browser address window or at the bottom of your browser window.

Verified by Visa and Mastercard® Securecode™

Whittard of Chelsea also use Verified by Visa and Mastercard® Securecode™ services to ensure our payment cards are as secure as possible. These services help protect your card against fraudulent use online. If you forget your Verified by Visa or Mastercard® Securecode™ passwords, you will have to contact the service providers directly as this is not information that is available to Whittard of Chelsea.

At Whittard of Chelsea we regularly review our privacy policy and recommend that our customers visit these pages regularly.