Customer Service

Contact

You can contact us with online order and product queries on +44 (0)207 553 4521 between 10am and 6pm (UK time), email us at customercare@newbyteas.com or use our Contact Us form.

Payment

You can pay for your online order with PayPal or the following credit and debit cards: Visa, Mastercard, American Express and Maestro.

UK Delivery

Standard Delivery Royal Mail 2nd Class  - £2.90 (untracked) 2 -5 working days

UK Next Day Delivery DPD - £6.50 (tracked) 

FREE UK Delivery - with all orders of £30 or more (tracked)

*Our standard delivery service, Royal Mail 2nd Class, usually takes 2-5 days for delivery. This estimation is provided by Royal Mail, however it may take up to 10 working days if they are experiencing delays in service. Unfortunately, Newby Teas (UK) Ltd cannot accept any responsibility for parcels delayed. Please allow 10 working days before contacting Customer Service with any missing delivery enquiries: we will be able to assist you as efficiently as possible once this time period has passed.

**Next Day Delivery DPD orders must be placed by 1pm GMT. Deliveries to postcodes AB31-AB54 and PH15-PH18 can take up to 2 working days, and deliveries to Scottish Highlands & Islands are offered a 2-4 working day service.

Please note: 
Orders are processed and delivered Monday to Friday only, excluding public holidays. Orders placed Friday (after 1pm) to Sunday or on any public holiday will be processed the next working day. All estimated delivery times are calculated from the day your order is dispatched not from the day your order is placed. We are unable to deliver to PO Box addresses or freight forwarding addresses.

International Delivery

Alternative delivery costs apply for the following locations. These costs apply per order regardless of the number of items it contains.

Country Delivery price Estimated Delivery Time
Ireland £16 2-5 working days
Channel Islands £15 2-5 working days
Isle of Man £16 2-5 working days
Austria £12 3-7 working days
Denmark £12 3-7 working days
France £10 2-5 working days
Germany £10 2-5 working days
Italy £16 3-7 working days
Spain £16 3-7 working days
Slovakia £16 3-7 working days
Czech Republic £16 3-7 working days

Please note: Orders are processed and delivered Monday to Friday only, excluding public holidays. Orders placed Friday (after 1pm) to Sunday or on any public holiday will be processed the next working day. We are unable to deliver to PO Box addresses or freight forwarding addresses.

Customers in the following countries can order from their local e-boutique:

Netherlands, Belgium and Luxembourg – please go to newbyteas.nl

Russia – please go to newby.ru

Poland - please go to newbyteas.pl

Kazakhstan – please go to newby.kz

Ukraine – please go to newby.com.ua

Singapore – please go to newbyteas.sg

Switzerland – please go to newbyteas.ch

United Arab Emirates – please go to newbyteas.ae

United States of America - please go to newbyteas.us

Discounts/Coupons

Any discount codes apply only to goods purchased, not to postage costs.

Returns

To return an item purchased from Newby online, please email us at support@newbyteas.com with the details of the item and reason for return, and we will get back to you as soon as possible. Please note we cannot accept returns which have not been authorised in advance.

Terms and Conditions

For full terms and conditions, please click here.

Your order will be sent within 2 working days of receiving payment, with free delivery on orders over £30. A £4.50 P&P charge applies to orders of £30 or less. Any discount codes apply only to goods purchased, not to postage costs.

We currently deliver to UK addresses (excluding Channel Islands and PO Boxes), via DPD. You can use a home or work address. DPD aim to deliver your order within 48 hours of despatch.

If you have any questions regarding delivery, please email us at support@newbyteas.com or call 0207 553 4524 (Monday to Friday 10am – 6pm, UK time).

- See more at: https://www.newbyteas.com/customer-services/#sthash.7ALOSpqD.dpuf

Your order will be sent within 2 working days of receiving payment, with free delivery on orders over £30. A £4.50 P&P charge applies to orders of £30 or less. Any discount codes apply only to goods purchased, not to postage costs.

We currently deliver to UK addresses (excluding Channel Islands and PO Boxes), via DPD. You can use a home or work address. DPD aim to deliver your order within 48 hours of despatch.

If you have any questions regarding delivery, please email us at support@newbyteas.com or call 0207 553 4524 (Monday to Friday 10am – 6pm, UK time).

- See more at: https://www.newbyteas.com/customer-services/#sthash.7ALOSpqD.dpuf

Your order will be sent within 2 working days of receiving payment, with free delivery on orders over £30. A £4.50 P&P charge applies to orders of £30 or less. Any discount codes apply only to goods purchased, not to postage costs.

We currently deliver to UK addresses (excluding Channel Islands and PO Boxes), via DPD. You can use a home or work address. DPD aim to deliver your order within 48 hours of despatch.

If you have any questions regarding delivery, please email us at support@newbyteas.com or call 0207 553 4524 (Monday to Friday 10am – 6pm, UK time).

- See more at: https://www.newbyteas.com/customer-services/#sthash.7ALOSpqD.dpuf