FAQ
Our Covid-19 Response
Yes, we are working hard to continue to serve our customers. We have introduced new safety measures for our packing team as their safety is our utmost priority. Because of these critical safety measures, we might take longer to process orders.
Unfortunately they are. Please bear with us as we do our best to get your delivery to you as quickly as possible.
UK delivery couriers have introduced safety measures to protect both the public and their drivers. The driver will knock on the door and leave the parcel at your door. They will then return to their vehicle, or keep a safe distance, to check that you have received it. If this has not been the case, or you consider that the driver didn't maintain the recommended social distancing, please let us know at online.shop@ahmadtea.com and we will inform the relevant courier.
Yes, we are. After a pause of a few months, we’re delighted to welcome back our Click and Collect service. This allows customers to order through the website and collect their order from us at our office in Hampshire. We’re doing it differently now to ensure the safety of our customers and our team. Please do check the FAQs and your order confirmation email for details on how to collect your order.
The safety of our customers and our employees is our number one consideration and so we have introduced a number of safety measures. These ensure that social distancing is maintained at all times.
On ordering, customers will be given a time slot for their order to pick-up. We ask that customers do not collect without a scheduled pick-up slot. On arrival, they are asked to call us to confirm their order number, and then we can ensure their order is ready for collection. Customers can collect their orders from inside the building’s main entrance through the double doors. The order will be packed and ready on a table which is equipped with hand sanitizer. Customers will not be able to enter the second set of double doors as these are locked to the general public.
We have undertaken a full Covid-19 risk assessment for the Ahmad Tea building in line with the Government’s guidance on creating a COVID secure workplace. We appreciate that these new safety protocols can make pick-up less easy than it used to be and we very much appreciate you working with us to ensure everyone’s safety. Thank you for your understanding during these challenging times.
Delivery
We ship to the UK and selected countries.
Due to Covid-19, our deliveries might take longer to reach you. We apologise for any inconvenience and ask for you to bear with us as we try to get your delivery to you.
Orders placed after 12PM will be sent out the following working day.
All orders are processed Monday to Friday, excluding Bank Holidays.
UK delivery
We offer four delivery options.
1. Standard delivery - £3.99
Average delivery time of 3 – 4 working days.
This is for orders totalling £35 or less after discounts have been applied.
2. Standard delivery - FREE
Average delivery time of 3 – 4 working days.
This is applied to orders totalling over £35 after discounts have been applied.
3. Two Days Tracked delivery - £4.99.
This service uses FedEx.
Average delivery time of 2 next working days
4. Express tracked delivery - £5.99
This service uses DPD/FedEx.
Average delivery time of next working day.
5. Pick-up from Ahmad Tea (Chandler's Ford only) - FREE
This is a Click and Collect service from our headquarters in Chandler’s Ford near Southampton. This is the only pick-up site; we do not offer Click and Collect from retailers selling our teas. For address details, please check our Contact Us page.
Pick up on the same day for orders received before 12pm. For orders received after 12pm, pick up from the next day. Please do not arrive for pick-up without a confirmed time slot.
This is only for mainland UK orders.
The order will be held for 10 working days and if not collected, a full refund will be automatically given.
Customers must confirm their order number on collection. For more on our Click and Collect service, please see our Covid-19 FAQs.
These deliveries are offered by zone and are automatically presented during checkout on your country selection.
Please allow up to 15 days for delivery.
These services use FedEX or DHL.
We are currently unable to ship to Italy & Spain due to customs restrictions.
Please be aware that since the UK left the EU on 1st January 2021, deliveries to some EU countries are now subject to a custom clearance charge fee which is payable at the point of delivery by the recipient. By proceeding with your order, you are accepting to pay these custom charges at the point of delivery. For more information regarding custom charges please check country of delivery government‘s regulations.
If goods are returned to Ahmad Tea via the courier service due to failure to pay these additional custom charges, shipping charges will not be refunded.
If you have any concerns or queries about the new customs charges, please do contact us at info@ahmadtea.com. Please note that we cannot control or influence these charges, nor pay them on behalf of the recipient.
| Zone | Countries/ Regions | Average Delivery Times | Price (£) | Free shipping threshold (£) |
| 1 | Republic of Ireland | 3 - 5 Working Days | £13.99 | Over £50.00 |
| 2 | Belgium, Luxemburg & The Netherlands | 3 - 5 Working Days | £16.99 | Over £65.00 |
| 3 | Andorra, Austria, Czech Republic, Denmark, France, Germany, Gibraltar, Hungary, Liechtenstein, Poland & Switzerland | 3 - 7 Working Days | £19.99 | Over £65.00 |
| 4 | Bulgaria, Finland, Greece, Latvia, Lithuania, Monaco, Norway, Portugal, Romania, Slovakia, Slovenia & Sweden | 4 - 9 Working Days | £24.99 | Over £65.00 |
| 5 | Bosnia & Herzegovina, Croatia, Iceland, Malta, Serbia, Turkey & Ukraine | 4 - 9 Working Days | £34.99 | Over £65.00 |
| 6 | Bahrain, Iran, Iraq, Kuwait, Oman, Qatar, Saudi Arabia & United Arab Emirates (UAE) | 8 - 12 Working Days | £49.99 | Over £90.00 |
If your country of residence isn’t listed above and you would like to order our teas, we advise the following steps:
1. Check if we have a local Ahmad Tea website in your country of residence. Our full list of Ahmad Tea international websites can be found here
2. If we don’t have a website in your location, please email us at info@ahmadtea.com and we will recommend the best local contact for you. They will be able to advise where you can buy our teas and have the most up-to-date information.
Over the past few years, the number of our international websites has grown and grown. And with this expansion, we have been able to introduce local online shopping options for more and more of our international customers. These local sites offer quicker delivery times, less expensive delivery costs and a local team ready to help with any issues in your time zone and speaking your language. We continue to launch more and more of these as we believe they offer a better shopping experience for many of our international customers.
As a result, we have streamlined the international delivery options offered by Ahmadtea.com/uk. We continue to ship to over 50 destinations, including all of Europe and the Gulf countries, and are always here and happy to help with any queries you might have about international deliveries. Please do reach out to us and we will do our best to help.
Refund & Returns
Absolutely! We apologise if your order did not meet your expectations. Please contact us at 0044 (0) 2380 27 89 00 or email us at info@ahmadtea.com and we will resolve the issue. Please note we do not cover delivery/shipping costs for items being returned.
Product
For all UK trade enquiries please contact Petty Wood – Ahmad Tea’s Official UK Distributor:
info@pettywood.direct
01264 345500
Petty Wood & Co. Ltd
Livingstone Road
Walworth Business Park
Andover
Hampshire
SP10 5NS
In order for a promotion code to be valid, it must meet both the date and the product requirements. Please double-check the code is not expired and is valid for the products in your tea basket. If you're still having issues, please reach out to customer support at info@ahmadtea.com.
Payment
We accept Visa, MasterCard, Paypal and American Express.
Enter the code in the provided box at the time of checkout. The discount will be directly applied to the final receipt. Only one discount code is permitted per individual order.
That must be very frustrating; let’s resolve this right away. Here are some potential solutions: 1) Verify that you are typing in the email and password registered to the account. 2) Avoid copying and pasting your email and password into the prompt boxes. Sometimes this adds an extra unseen “space” which causes the system to reject the password. If you cannot remember your password, please select “FORGOT PASSWORD” on the log in page. An email will be sent to your registered account inviting you to reset your password. If you still cannot log into your account, please contact us at info@ahmadtea.com and we’ll investigate.
Our Company
Please call us at 0044 (0) 2380 27 89 00. We are available 9 am – 5 pm GMT. You may also email us at info@ahmadtea.com.
We’re so happy you decided to join us. Our e-newsletter includes the latest updates across the Ahmad Tea range, exclusive recipes and much more. To receive the latest updates from Ahmad Tea, scroll to the bottom of the website and type your email address in the provided box. Select “get updates” and you will see a confirmation message that your email submission was successful.
We are sorry to see you go. To unsubscribe, click the “Unsubscribe” button at the bottom of the newsletter.
HAVE A QUESTION ?
If you are interested in getting in touch with Ahmad Tea, please feel free to call us at
0044 (0) 2380 27 89 00, Monday - Friday, 9:00 AM - 5:00 PM
Or email us any time: info@ahmadtea.com