hello again!
We understand as valued trade customers you might have some questions about how our online trade portal works. Whether you’re curious about our products, how to place orders or how to manage your account, we’ve put together this handy guide to help answer some of the most frequently asked questions.
I’ve been a trade customer of yours for many years, how can I tell whether I’m on your new online system?
If you pop an email over to teapigstrade@tataconsumer.com, they will be able to let you know which system you’re now a part of and who is the best team to contact with any queries that you may have.
Is there a minimum order requirement for orders placed via the website?
No. there are no minimum order requirements but all orders over £150 will qualify for free delivery and all orders over £300 will qualify for free next working day delivery.All products are ordered in cases, rather than singular units. For example, if you are looking to purchase 15 or 50 tea temple packs, you will have to buy a case of 6 for each blend.
what are the delivery charges?
Royal Mail Tracked 48 (2-4 Working Days) is £10 or free on orders over £150.
APC Next Working Day by 4pm (Order by 10am) is £15 or free on orders over £300.
how can I pay for my order?
All orders must be paid for via the payment links emailed to you using a credit or debit card. The link will be emailed to you at the time you place your order.
I used to pay by invoice for my orders, can I still do that?
All orders placed through the online trade portal must be paid upfront using a credit or debit card.
I order through my company’s portal, who do I contact for any questions that I have?
The best people to contact are our orders team, you can get in touch with them by emailing: teapigsorders@tataconsumer.com.
can I pay via bank transfer or BACS?
No, all orders must be paid for using a credit or debit card via the payment links that are emailed to you. If you can’t find these emails, pop an email over to info@teapigs.co.uk and another link will be sent to you.
can I place an order over the phone?
Yes, you can place an order over the phone – but we are unable to take payment over the phone. The order will be placed and then an invoice will be sent to your email address, which will need to be paid for the order to be fulfilled.
where do I find a VAT invoice from my order?
The new system that we're using means that we are currently unable to automatically send out invoices to customers, but our customer service team can send over any VAT invoices that you may need.The best way to do this is to reply to the order confirmation email that you'll receive after placing the order and request an invoice.
Alternatively, you can also email info@teapigs.co.uk with your order number to request an invoice for an order placed using our online trade portal.
can we add multiple email addresses to our account?
Unfortunately, our system cannot have multiple email addresses linked to an account. So, it’s best to use an email address that the people/person who pays for the orders can also access, as this email address is where payment links for orders will be sent.
what if there’s a problem with my order?
Depending on how you placed your order, you'll have to contact different teams. A little breakdown below.
Order placed through the teapigs trade website: please contact teapigstrade@tataconsumer.com
Order placed through your company portal: please contact teapigsorders@tataconsumer.com
Order placed directly with our orders team: please contact teapigsorders@tataconsumer.com
what if I would still like to speak to someone over the phone?
The best number to call is 020 3141 8495
corporate gifting
Tea makes the perfect gift for your team or business partners. We can put together a bespoke order for you to ensure your team get the best treat ever! We even have personalisation available for our pick ‘n mix tea selections.