Delivery information

We will deliver your order to the UK, Europe and almost anywhere in the world.

You do not need to send us an e-mail asking how much you should pay for delivery to Europe, USA or any other country in the worlds. Locate your products that you would like to purchase, follow the instructions by selecting the country of destination and your shipping costs will be calculated by weight.

Delivery Addresses: It is important that the full delivery address is entered correctly including the correct postcode. TIANA Fair Trade Organics Ltd. cannot be held responsible for orders lost because you provided an incorrect delivery address.

If you entered an incorrect delivery address within the UK and your order was dispatched by Royal Mail, the Post Office will return your order to us with mark undelivered. In this case, for the order to be dispatched a second time you will be charged for delivery again plus handling charge 10% of the value of your order.

Delivery within the UK by Royal Mail or FedEx

All orders with above 1 Kg will be delivered by FedEx and delivered to you in one or two working days without ANY extra charge (standard delivery charges will still apply to any items marked in our shop as excluding delivery) and a signature will be required upon delivery. If FedEx is used as a courier we can arrange your delivery at a particular day that is convenient for you to accept the delivery.

If your order’s weight is less than 1 kg, it will be delivered by Royal Mail within 5 working days (not including weekends or local holidays). If you miss your order delivery, the postman would normally leave a card for you to collect your order from your local Post Office, which you should do within the timeframe mentioned on the card. Should you fail to collect your order, the Post Office will return your order to us marked undelivered/uncollected. In this case, for the order to be dispatched a second time you will be charged for delivery and handling of 10% of the value of your order.

We endeavour to despatch all orders within 24 hours, when your order has been despatched you will receive our e-mail confirming the date of despatch. Should your order is not received within 5 working days please contact us by e-mail to despatch@tiana.eu or call us on 020 8427 1695 so that we will be able to immediately check the status of your order delivery. Please note that courier and insurance companies always have a limited period to accept any claims for non-delivery or lost goods, therefore as a result we will be unable to accept your claims if submitted more than 21 days after the despatch date.

Delivery to destinations outside the UK

Customers for orders to be delivered outside the UK are responsible for checking with their local customs office and postal services to ensure that the products they are ordering are allowed entry into their country of residence together with local duty and taxes etc. that may be applicable when importing goods into your country. Orders delivered to EU destinations will not incur import taxes as our goods are all in free circulation within the EU.

Preparing your orders for dispatch we always make every effort that your order will be delivered in perfect conditions. To ensure this we use additional wrapping material, strong double wall cartons and all cartons are marked “handle with take care fragile, glass, handle cartons up or down etc.” , but unfortunately we are not able to accept any responsibility or liability for products that arrived damaged.

We are not responsible if your order goes missing if, on your request to reduce the cost, we use Royal Mail which cannot accept any responsibility or liability for delivery within your country of residence.

Cancellations

Please note that your cancellation can only be accepted prior to dispatch. If you cancel prior to dispatch and paid by credit or debit cards your payment will be returned.

In order to cancel order after your order has been dispatched you will need to follow our Returns procedure.
In accordance with EU distance-selling regulations (2000) you have right to cancel your order. In order to cancel an order, you should inform us within 7 days of receipt of the order by email or letter, quoting your order number and we will advise the return address and procedure. The fully intact products unopened, unused and with the seals intact in their original undamaged packaging must be returned to us within 14 days of receipt.

In accordance with EU law, the cost of both original and return postage and packing shall be borne by the customer and deducted from any refund. Refunds will be paid within 30 days of receiving the written notice of cancellation. Your statutory rights are not affected.

Returns

Our Guarantee is for 100% Satisfaction and we make every effort to ensure that products arrive in perfect condition.

Please note that any items that are damaged in transit will be eligible for a refund. On receipt of your order please report the problem by sending us your e-mail quoting your contact details and order number. Once your e-mail or telephone call is received, we will request you to send back to us these product(s) for replacement or refund.

We will only offer a refund or replacement as long as the product(s) are unused and unopened. They should be sent back to us in their original packaging, however if you no longer have the original packaging, it is therefore important that you take great care in packing all of the damaged item(s) to make sure that the items are well protected.

For health and safety reasons, we will not be able to accept returns or refunds on any items that have been used, opened and had their security seal broken.

Please note should any of item sent to us has the broken seal or is used you will be ineligible for a refund.
Lost or stolen returned items

We are not responsible for lost or stolen packages. We recommend that you keep proper Proof of Delivery.

Refund of Payment

When all of the returned items are confirmed as being in the correct condition then we will gladly process your refund.

Please note that we will only be able to refund the cost of items returned. We will not be able to refund any postage paid at the time of ordering or any postage costs incurred in returning the items. If your order was processed for the UK Free Delivery we reserve the right to deduct the original postage cost to us from your final refund.

Debit / Credit Card Payments

The refund will only be applied to the card originally used for the amount of the products returned. Refunds cannot be processed to any alternate cards and no cheque payments will be made for items paid for by cards.

Replacement of Products

If you have requested a replacement for an unwanted or damaged product the replacement will be sent after we have received the return of the original product. We are unable to send out the replacement until we have received the original items

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