FAQs

“A nice cup of tea solves many things, but if you have any questions about Ringtons and our website you may find the answers here.”

Who are Ringtons? / What do Ringtons do?
Ringtons are experts on quality Tea and Coffee from around the world. Our online store allows you to browse and buy our wide range of goods, including loose tea and coffee, speciality teas, cakes, biscuits, sweets and gifts. You can read more about our well-established comapny on our History page.

Do you deliver outside of the UK?
Yes we do. Please check out our Delivery & Returns page for more information.

How do I create an online account? / Why do I need to create an online account?
An online account allows you to buy products through our online store and pay safely with our secure payment system. It also gives you the option of keeping up with all our latest news and offerings if you choose to sign up for our newsletter.

This website is different, do you have another one? / Why do I have to register again? I thought I was already registered?
We revamped our website in July 2012, so if it has been a while since you visited us, you will now notice that things have changed quite a bit. To make the transition from the old website to this new one, we took great care in making the process as smooth and safe as possible. So yes, you do have to register again the first time you make a purchase from the new website and your previous order history is no longer available. We understand that this may seem an inconvenience to our existing customers but we genuinely have everyone's best interests in mind. In order to prevent any kind of personal details and information passing between website servers AND to speed up the process of switching from one website platform to another - not exporting customer details (including past order history) was the best way forward, for the customer and for ourselves.
By creating a whole new account you will be able to add in lots more information like additional delivery addresses for example. And use new payment methods such as PayPal. All things that will make using the Ringtons Online Store much more convenient. Having a new account also means you automatically get access to your personal E-Wallet which friends or family can top-up with credit for you to spend - Ringtons will even treat you on your birthday too! So we hope you think it is all worth it and that you will remain a Ringtons customer.

I want to buy some products, what’s the next step? / How do I buy?
To buy our delicious products, all you need to do is click “add to basket” via the buy or view button on the item(s). You can change the amount you wish to order and add as many different items to your basket as you need to.  Next, click the “checkout” button and follow the on-screen instructions to pay with either credit or debit card or through Paypal.

I don’t want to order online, is there another way?
Yes, there is. You can call our customer care department Freephone on 0800 052 2440.

I’ve forgotten my password / I can’t login.
If you have forgotten your password, click “your account”, fill in your email address and then “forgotten password” and we will email you your details. Also make sure you have the correct email address and the correct spelling of your password.   If you continue to have trouble logging in, email us at web@ringtons.co.uk and we will do our best to help you. 

What happens with my details? / Who sees my details? / Is my personal information kept private and safe?
Ringtons is the sole owner of the information collected on this site. We do not sell or rent this information to any third party. The only companies with whom some information is shared are Express Parcel Way, Royal Mail and Secure trading, as well as our agents (including credit reference agencies, credit card clearing agencies, fraud prevention and detection agencies) who process the orders you place with us or who provide services to you. In these instances, we provide them with only the information they need to perform their function.? We use Express Parcel Way or the Royal Mail to ship orders, and Secure Trading gateway to bill users for goods and services. These companies do not retain, share, store or use personally identifiable information for any secondary purposes.
Ringtons takes every precaution to protect our customers' and visitors' information. When customers submit sensitive information via our site, your information is protected both on- and off-line. All sensitive information (such as credit card numbers) submitted on our site is encrypted and is protected with the best encryption software in the industry - SSL. You may visually verify that the site is secure by looking for the closed lock icon at the bottom of either a Firefox or Microsoft browsers. We are committed to preventing unauthorized access, maintaining data accuracy and ensuring the correct use of information. As such, we have put into place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online. If you have any questions about the security at our site, please send an email to tea@ringtons.co.uk.
You can also read more about our Privacy Policy.

What are cookies?
A cookie is a piece of personal account data stored on your hard drive containing information that will enhance the enjoyment of our site. For example, a cookie containing a record of past orders provides such useful features as an opportunity to easily reorder or refill any of our teas/coffees, as well as receive recommendations of the items we feel you will particularly enjoy. Information on deleting or controlling cookies can be found at www.AboutCookies.org. You may control whether your computer will accept cookies (from Ringtons,) with the preference setting of your browser. If your browser is set to reject cookies, you may still visit and shop at our site. The only drawback is that some of the experience-enhancing features listed above will not be active.

Do prices include VAT?
Yes. Your order will be totalled up so you can see the full cost when you reach the checkout.

Can I use gift vouchers to buy online?
Yes. To buy a gift voucher you must register for an online account so that we can process the order. The gift voucher amount will be credited to the recipient’s e-wallet once they have registered for an online account also.

My credit / debit card is not being accepted.
Check that you are inputting the details correctly and the number. If you still have trouble contact us at web@ringtons.co.uk or call 0800 052 2440.

How can I pay for my order?
We accept all major credit cards, debit cards or paypal.

Can I order over the phone?
Yes. Please call our customer care department on 0800 052 2440.

What is the difference between ordering online and ordering from a sales representative?
The quality and freshness of the products are exactly the same. The only difference is that you will speak to and meet your sales representative in person, whereas online you won’t need to speak to anyone unless there is a problem.

Do orders get delivered by the traditional Ringtons vans?
At the moment, if you order via our website, we deliver through royal mail or courier.
Standard Delivery - £3.99
Next Day Delivery - £5.99 (orders must be placed before 12pm)
We are now offering free delivery on all orders over £30 and we are making the transition from using royal mail or courier to our own delivery drivers.

I have a complaint / feedback / I’m not happy with my product.  Who can I contact?
In the unlikely event that our products reach you in less than satisfactory condition or you have a complaint to make,  please contact Customer Services on 0800 052 2440 within 7 days of receipt of goods.
If you have any feedback on the website please contact web@ringtons.co.uk.

Do you have any vacancies?
We advertise our vacancies on our website.

Where are you based?
Our head office is based in Byker, Newcastle Upon Tyne. We also have a factory in Kirkby, Leeds and franchisees around the country serving over 260,000 customers.

I can’t find the item I’m looking for / When will an item be back in stock?
Some of our stock is seasonal, but many of our items are delivered weekly all year round.  If you have a query regarding a particular product please contact tea@ringtons.co.uk

How do I apply an offer code?
When you arrive at the checkout in the online store, you will have the option to enter an offer code.

Can I amend / cancel / return an order?
If you find that the items you have ordered are unsuitable for your needs then you may return them within 3 days of receiving the goods. Please contact Customer Services on 0800 052 2440 with details of why the product is unsuitable and we will arrange for one of our couriers to collect the goods from you. Please note that carriage charges are non-refundable. We will refund/exchange you on receipt of the unwanted goods, any opened or used goods will be refused a refund or exchange.
If you have any amends or wish to cancel your order please contact Customer Services on 0800 052 2440 as soon as possible.

Can I track my order online?
Yes. Click “My Account” and “My Order History” to track the status of recent orders.

Why do I have to re-register?
If you are already a customer of the Ringtons Online Store you will notice some changes to the website - all good we hope! To make the transition from the old website to this new one, we have taken great care in making the process as smooth and safe as possible. This does mean that you have to register again the first time you make a purchase from the new website. Your former password and log in details will not work. Re-registering is quick and easy - it will only take a minute or two, we promise. By creating a whole new account you will be able to add in lots more information like additional delivery addresses for example. This will make using the Ringtons Online Store much more convenient. Having a new account also means you automatically get access to your personal E-Wallet which friends or family can top-up with credit for you to spend - Ringtons will even treat you on your birthday too!

Are you on any social media sites?
Yes. You can follow us on Twitter, like us on facebook, pin us on Pinterest and read our blog.

If you are having technical difficulties with any part of our website please contact us stating your issue and include any relevant error message or a screenshot and we will get this rectified asap.