General Online Terms and Conditions
- Use of Website
- Purchase for Non-Domestic Use
- Pricing, description and product information
- Placing an Order and Order Acceptance
- Cancellations and returns
- Refunds and Exchanges
- Promotions and discounts
- Competition Terms
- Corporate Gifting
- Intellectual Property and Copyright
- WEE Regulations
- Governing Law
- Company Details
1. Use of the Website
To register with www.whittard.co.uk 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:
- Decline a new customer registration or suspend a customer's account at any time and at our sole discretion.
- 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.
- 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 - UK, export and international
Please note this is a consumer website and all purchases are for personal consumption or for gifts only. For all UK, export and international bulk/trade orders and re-seller options, please contact customer services via email at email@example.com or by phone on +44 1993 223 733.
Find out more about our Wholesale offering here .
Goods are subject to availability. Our acceptance of your offer to purchase our goods is subject to their availability. Our acknowledgment 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 for purchase we will let you know as quickly as possible and a full refund will be given. Orders over £400 will automatically be reviewed to ensure orders are for personal consumption and that delivery is viable.
Orders that include sale items may be sent incomplete if certain sale lines are out of stock. Your payment 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 stockists different prices may apply.
All prices are shown in £s sterling and include VAT.
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 despatched. 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.
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.
An E-Voucher can ONLY be redeemed online at www.whittard.co.uk. Only one E-Voucher can be redeemed per transaction. It cannot be redeemed at any retail stores or other retailers.
To redeem an E-Voucher simply enter the E-Voucher code featured in the email into the box provided at the end of the checkout process; where prompted during the Payment stage. In order to redeem your E-Voucher you must register with a valid email address on the website www.whittard.co.uk. Only when you have completed your order will the E-Voucher be used. Only one E-Voucher may be used per order. An E-Voucher can only be redeemed against orders placed in GBP Sterling at www.whittard.co.uk.
E-Vouchers cannot be used in conjunction with any 3rd party benefit. This includes cashback and loyalty partners.
E-Vouchers cannot be used towards a promotion spend over.
E-Vouchers are valid for a 1 year time period and must be used by the date shown on the E-Voucher. Always check your E-Voucher to find out when it expires.
We are happy to offer a refund or exchange (if stock available) on any unused items with labels and/or packaging intact within 30 days of despatch. Faulty items do not require their original packaging. This does not affect your statutory rights.
Refunds must be made through the website, following the returns procedure documented on the returns form supplied inside your original order. If a refund is required, this will be made in the same way as the original payment method (such as onto a gift voucher, debit/credit card account, or a combination of the two).
Unfortunately, under no circumstances can returns or exchanges be made through Whittard of Chelsea stores.
Please note an E-Voucher is a non-refundable product, however we reserve the right to cancel an E-Voucher at any time.
Please visit our Delivery & Returns page for the latest information on our delivery services. We offer both worldwide delivery to over 50 countries.
Additional charges to International Orders
International orders may be subject to additional customs charges, taxes or surcharges. Please be aware that Whittard of Chelsea is not liable for any additional charges due when your order arrives in country. For information on any additional charges that you may incur, please refer to your local customs authority website.
9. Cancellations and Returns
You have the right to cancel or return your order up to 30 days following receipt of your goods. This includes your right to cancel your order under the Consumer Contracts 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.
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 which are available free of charge from the Post Office. 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. Unfortunately, postage costs for returned items from outside of the UK cannot be refunded.
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.
10. Refunds and Exchanges:
All refunds will be made to the debit or credit card on which the original purchase was made within 14 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 arrange an alternate method of refund.
Stores can authorise a refund or exchange on online orders, please take the order confirmation or delivery note to one of our stores.
VAT refunds are not available on online orders.
On faulty products, after the 14 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.
The Whittard Taste Guarantee
Since 1886 we have been sourcing and blending the finest teas,
coffees and hot chocolate; and we are so confident you will enjoy
our products that we are pleased to offer you the Whittard taste
guarantee. Our Taste Guarantee means that if you ever buy one of our
products and don't like it, you can bring it back to any of our
stores within 30 days and we'll either exchange it for something
else of an equivalent value or refund you in full.* This means you
have the freedom to try something new, without the risk of
*To receive a full refund you must present the relevant receipt.
11. 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 or applying the promotion if a valid code has not been entered. Online voucher codes are not valid in Whittard of Chelsea high street retail stores, outlets or trade orders.
Please note that only one promotion can be used per order.
When a voucher code 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. If an order containing a free gift with purchase is returned, the whole order including the item received for free must be returned for a full refund. If the free gift is not returned the value will be deducted from the refund for the order.
11.1 Whittard.co.uk discount voucher codes (also abbreviated to 'Voucher codes' or ‘Promotion codes’) can only be used against purchases made online at whittard.co.uk and cannot be used within Whittard of Chelsea stores unless otherwise stated.
11.3 Voucher codes must be entered in the relevant section of the basket at whittard.co.uk. We are unable to apply a discount or gift with purchase to orders already placed. To qualify for a gift with purchase you must meet the requirements, usually a spend threshold and add the code to your basket for the free gift to automatically be added to your basket.
11.4 Voucher codes are usually restricted to one use per customer and one per order.
11.5 Voucher 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.
11.6 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 collateral. 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. Gift with purchase promotions may not be available on Click and Reserve orders.
11.7 Selected voucher 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 voucher code to you. No discount codes are valid for use with the Advent Calendars.
11.8 Voucher codes cannot be exchanged for a cash alternative or used in conjunction with any other promotions or promotional codes, including free delivery promotions.
11.9 Where the voucher code entitles you to a percentage discount, the discount will not be applied to the delivery charge ('delivery' includes additional delivery services, which are charged in conjunction with Whittard Delivery, for example ‘Next Day Delivery’).
11.10 Where the voucher code entitles you to a free delivery offer, this will be for Whittard UK standard delivery charge (£3.95). ‘Next Day Delivery’ incurs additional delivery charges. Free delivery is NOT available on our premium Next Day service and orders over 10Kg will incur an additional service charge.
11.11 Discount and Promotional Voucher codes exclude any Sale/Clearance or discounted items unless otherwise stated.
11.12 Voucher 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.
11.14 Whittard discount voucher codes are not valid when purchasing E-Vouchers unless otherwise stated, but can be used in conjunction with an E-Voucher to make a purchase on www.whittard.co.uk.
11.15 We offer student discount of 10% off purchases both online and in-store excluding outlets. For online purchases please sign up via Student Beans to verify your student status in order to add your discount code at checkout https://www.whittard.co.uk/student-discount.html. Student discount is only available on our www.whittard.co.uk site. For in-store purchases simply provide valid student ID and an email address at the till to qualify.
11.16 Promotional discounts or offers do not apply to electrical items or advent calendars.
11.17 The free gift with purchase promotions are limited to 2 per customer and one per order.
11.18 3 for 2 promotions are limited to 10 redemptions per order.
11.19 Individual price level promotions, such as a was/now price reduction, are only valid for orders placed on our website. These discounts are not available to trade customers or retail store customers unless stated in the retail store or in trade collateral.
11.20 Go Certify discount codes for key workers give the user 10% off their order online. Only one code can be used per order, codes will not be valid with other codes or promotions and will not work on sale/clearance products. Discount is not available on electrical items or advent calendars.
11.21 Free Biscuit Promotion
- UK - Free choice of biscuits when you spend £20: Offer valid for three weeks from date of the first email you received regarding the offer. Valid on www.whittard.co.uk when inputting your offer code at the checkout, and valid in Whittard stores. If redeeming in store, please show the promotional email to store staff and provide your email address. One free tub of biscuits per customer, choice of biscuits can be redeemed against Stem Ginger & Lemon biscuits, Salted Caramel biscuits, or Triple Chocolate biscuits. Not to be used in conjunction with any other promotion or discount.
- ROW - Free Salted Caramel biscuits when you spend €36/$40 : Offer valid for three weeks from date of the first email you received regarding the offer. Valid on www.whittard.com only. One free tub of Salted Caramel biscuits available per customer. Not to be used in conjunction with any other promotion or discount.
11.22 Go Certify discount codes for key workers give the user 10% off their order online. Only one code can be used per order, codes will not be valid with other codes or promotions and will not work on sale/clearance products. Discount is not available on electrical items or advent calendars.
11.23 Valentines Promotion - UK - Free Luxury Hot Chocolate 350g, English Rose Loose tea 100g Pouch, Chocolate Truffle Coffee 200g when you spend £30 – valid from 28/01/24 to 08/02/24 on whittard.co.uk only. Use discount code INDULGE. Offer cannot be redeemed against any other promotion, qualifying spend excludes sale items and electricals.
11.23 Valentines Promotion - ROW - English Rose Loose tea 100g Pouch when you spend $40/€40 – valid from 28/01/24 to 08/02/24 on whittard.co.uk only. Use discount code INDULGE. Offer cannot be redeemed against any other promotion, qualifying spend excludes sale items and electricals.
11.24 Mention me - Refer A Friend Terms & Conditions
- The referrer is offered 15% off subject to a £40/ $50 or €50 minimum spend for every friend who orders for the first time.
- This offer can be shared for 3 months from the date of acceptance by the referrer.
- In order for the referral to qualify for the reward the referred friend must be a new customer to Whittard of Chelsea and over the age of 18 and the referred friend must meet the conditions of their reward.
- There is no requirement for the referrer to be an existing Whittard of Chelsea customer.
- In order to share this offer the referrer must be over the age of 18.
- Rewards will be cumulative and so if multiple qualifying referrals are made to Whittard of Chelsea, multiple rewards will be delivered to the referrer, subject to a limit A Referrer may not earn more than 5 within any 24 hour period or 25 within last 12 months or 1500 GBP of reward value within last 12 months.
- Rewards will be delivered to the referrer on the day of the referred friend's purchase provided the referred friend's purchase is not cancelled.
- The Referrer will be notified by email once a referred friend has purchased and when the reward has been earned.
- Rewards will be valid for 3 months from the date earned by the referrer.
- Referral rewards cannot be combined with other discount codes in a single order.
- Whittard of Chelsea reserves the right to refuse the issue of any reward to any Referred Friend or Referrer at any time.
- Whittard of Chelsea reserves the right to vary any and all elements of this offer at any time without notice.
- Discount is not valid on electrical items, sparkling tea, advent calendars, sale items or on products that are already marked down. Pre-discounted products will not count towards the £40 spend threshold.
- Discount does not apply to delivery costs.
Referred Friend Rewards
- The Referred friend is offered a discount when they place their first order.
- The reward is valid for one month from the point of issue to the referred friend.
- In order to qualify for the reward the referred friend must be a new customer to Whittard of Chelsea and over the age of 18.
- Any rewards will be revoked if a refund is requested on the order for which the reward was offered.
- The Referred friend reward cannot be claimed by the same person making the referral
- Referred friend rewards cannot be combined with other discount codes in a single order.
11.25 Spring Gift Guide - 15% off is valid on www.whittard.co.uk only, not valid in store or at concessions. Excludes sale and electrical items and cannot be used in conjunction with any other offer. No minimum spend required, offer valid until 26/04/2024.
12. Competition Terms
12.1 View our Christmas Competition terms and conditions here
12.2 In-store Win Back Prize Draw runs 1/11/23 to 31/12/23. To enter visit whittard.co.uk/competitions/Win-Back.html and provide your email, date of transaction and store where transaction took place, or provide your email to the staff member in store who serves you. Purchase necessary to participate in the Prize Draw, though entry to the Prize Draw is free of charge. X5 £100 gift vouchers to be won each week and winners will be chosen at random and contacted via email. At Whittard’s discretion, winners could be asked to select vouchers that are valid either in store or on Whittard.co.uk. One entry per transaction. One last draw will take place after 31/12/23 for any late entries.
12.1 View our Whittard Survery Competitition terms and conditions here13. Corporate Gifting
All orders placed via our website, telephone line or by email will be governed by our Standard Terms and Conditions of Sale available at www.whittard.co.uk
To the extent that the following terms are inconsistent with our Standard Terms and Conditions of Sale, the following terms will take precedence. Please read both sets of terms carefully before placing an order with us.
13.1 Payment: For orders placed via the telephone or email, we accept BACS as well as credit or debit card. For your safety, please do not send us your payment details in writing. Card payments can be taken over the telephone.
13.2 Prices and Customs Duties: All prices are shown in GBP and include VAT but exclude delivery charges.
International orders may be subject to additional customs charges, taxes or surcharges and resulting delivery delays. Whittard of Chelsea is not liable for any additional charges or delays. Corporate customers should ask their account manager or courier for more details about additional charges.
13.3 Deliveries: Please see our Standard Terms of Sale for more details about deliveries. For further information about deliveries, including last order dates for Christmas, please visit www.whittard.co.uk
13.4 Substitutions: On rare occasions, we may need to substitute an item you have ordered; substitutions will be for items of the same or greater value.
13.5 Amendments, Cancellations and Returns: Corporate customers are not entitled to amend or cancel an order made in respect of this offer without our consent. If you wish to cancel, amend, or return your order, please contact your account manager.
13.5 Promotions: Please note that corporate customers are not eligible for any other promotions on our website.
13.6 Our Liability: Our liability to consumers is as set out in our Standard Terms and Conditions.
Whittard of Chelsea is not responsible for any loss or damage incurred by any corporate customer, nor for delays that are caused by events outside of our control. Should an item arrive damaged, please talk to your account manager regarding replacement items. The liability of Whittard of Chelsea for corporate customers will be limited to the price paid (including the relevant discount) of the item(s) purchased.
13.7 Questions: Should you have any questions, please contact the corporate sales team on +44 1993 893774 or by email firstname.lastname@example.org
14. Outlet Stores
- Our outlet stores operate a multi-buy policy and are unable to sell individual units of products in multi-buys.
- Click and Collect and Click and Reserve is not available at our outlet stores.
16. Intellectual Property and Copyright
The content of the www.whittard.co.uk 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.
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.
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.
19. WEE Regulations
Since 1 July 2007 the UK's Waste Electrical and Electronic Equipment (WEEE) Directive has been in effect. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment such as high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
Whittard of Chelsea fully supports this legislation and offers our customers free take-back of their WEEE items on a like-for-like basis when they buy a new Electrical or Electronic product from us. Please note that the WEEE item must be returned within 28 days of purchasing the new item.
For example, if you buy a coffee machine in one of our stores we would accept an old coffee machine in return and prevent it going into a landfill site by disposing of it safely.
If you make a purchase of an electrical or electronic item on our
website, you are entitled to return your old 'like for like' item to
any of our nationwide store network. Use the
Store Locator to find your nearest store.
In this instance please bring proof of your web purchase so we can dispose of the old item safely.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown to the left. Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
20. Governing Law
The contract between you and Whittard of Chelsea under which you have made your purchases 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.
21. Company Details
Whittard Trading Limited
First Floor West
25 Western Avenue