Returns & Refunds

We want you to love everything from Lady Hartley's Tea Room. If something isn't quite right, here's how we'll put it right. This policy does not affect your statutory rights as a UK consumer.

Changed your mind?

You can cancel your order and return items for a full refund within 14 days of receiving them, no reason needed.

  • Let us know within 14 days of delivery that you'd like to return an item, quoting your order number. Please contact us first, as we'll send you the returns address and any paperwork to include.
  • Send the item back within 14 days of telling us, unused and in its original condition and packaging.
  • Return postage is paid by you. We recommend a tracked service, as we can't be responsible for items lost on the way back to us.
  • We'll refund the price you paid, including the original standard delivery charge, within 14 days of receiving the item back (or proof that you've sent it).

Tea and matcha: for hygiene reasons, we can only accept returns of tea and matcha if the tin or packaging is unopened and still sealed.

Damaged or faulty items

Teapots and china are carefully packed, but occasionally things can be damaged in transit. If your item arrives damaged or faulty, please contact us as soon as possible, ideally within 3 days of delivery, with:

  • your order number
  • a photo of the damaged item, and of the packaging if it was damaged too

We'll then offer you a replacement or a full refund, including delivery. In some cases we may ask for the item to be returned; if so, we'll explain how, and you won't have to pay for this.

Missing items

If something is missing from your order, please contact us as soon as possible, ideally within 3 days of delivery, with your order number and the item that's missing. We'll send the missing item or refund you for it.

Wrong item received

If we've sent you the wrong item, we're sorry. Please let us know as soon as possible and we'll arrange for the correct item to be sent and for the wrong one to be returned at no cost to you.

Refunds

Refunds are made to your original payment method. Once processed, please allow a few working days for your bank to show the refund.

How to contact us

Please get in touch through our Contact page or by replying to your order confirmation email, quoting your order number. We'll reply as soon as we can, usually within 1 to 2 working days.