Support

You'll find answers to some of our most frequently asked questions below

If you can't find what you're looking for then please contact us. You can either use the help widget in the bottom right corner of the screen, or you can email us at support@londonteamerchant.com.

General Questions

Which payments methods do you accept?

We accept Visa, MasterCard, American Express, Apple Pay, Google Pay, ShopPay, and even Diner's Club! We do not accept ACH or e-check payments.

We do not have a Buy Now, Pay Later (BNPL) option at this time. The merchant service fee that we have to pay for BNPL is too high; if these fees are reduced in the future then we may offer BNPL down the road.

You can also pay via gift card. Learn more below.

Do you offer pickup?

We do not currently offer pickup, though this is something we are continually looking into. We previously offered it, but we encountered major glitches with the system and had to discontinue it. We hope to find a solution soon!

Shipping

When can you expect your order to ship?

Our warehouse is open on weekdays, and closed on weekends and federal holidays. If you place an order before 10am on a business day then it will generally ship the same day, though sometimes it may be not ship until the following business day. We're currently a team of just one person – when we say "we," we mean the Royal We!

Who will deliver your order?

Orders are usually shipped via UPS. They are more expensive, but we've found that they are far more reliable than other carriers. Only about 1% of packages sent via UPS have issues such as damage or getting lost in transit, but this jumps to nearly 10% with USPS (and don't get us started with FedEx!).

That said, it's no fun being in the 1% that has a problem with UPS. If that happens then please see below for issues with shipping.

We do use USPS for orders outside the contiguous United States, including Hawaii and Alaska. We also sometimes ship orders that qualify for free shipping with USPS. 

How much is shipping?

We offer free shipping on orders over $59. The shipping fee on orders under $59 varies depending on your address.

We usually ship orders that qualify for free shipping with UPS Ground, but you may still see UPS Ground listed alongside Free Shipping in the checkout. This is due to a technical limitation with our system.

I haven't received my package, and the tracking page hasn't been updated for several days.

This is fortunately a very rare issue, but if it happens then please contact us and we'll work to get it resolved.

The tracking information says package delivered, but I haven't received it.

We recommend waiting one day (excluding Sundays and holidays) to see if your package arrives. We find that packages are sometimes marked as delivered before they've actually arrived. This is particularly common with USPS. We're not sure why this happens, but it's certainly annoying!

If your package still hasn't arrived by the end of the following day, then please get in touch with us and we'll work to locate your package or send you a replacement. For example, if the tracking page says that your order was delivered on Saturday, wait until the end of the day on Monday to see if it arrives before contacting us.

The tracking page says that there is a delay or issue with my package. 

Carriers typically list the reason on the tracking page, and unfortunately there's not much that can be done when this happens. Most of the time this is due to an issue with the carrier, such as a broken down truck or being short-staffed in a distribution center. We recommend contacting the carrier directly for resolution.

Gift Cards

How do I redeem a gift card?

Gift cards can be redeemed at the checkout. Enter the code into the box labeled "Gift card or discount code," and the amount of the gift card will be applied to the sale. 

If there are still funds left on the gift card then be sure to keep the code so that you can apply it to your next order.

How do I send a gift card as a gift? 

On the item page for the gift card above the "add to cart" button, you'll see an option to send the gift card as a gift. Once you check the box, you'll be prompted to enter the information for the recipient, a gift message, and the date that you want the gift card to send. If you don't enter a send date then the gift card will be emailed immediately after you checkout.

Do you have physical gift cards?

No, we do not have physical gift cards at this time.

Do gift cards expire?

Gift cards expire 5 years after the purchase date. 

Can I purchase a gift card valued at an amount other than what's listed?

Due to system limitations, we aren't able to offer gift cards in denominations other than those listed.

My gift card isn't working. How do I fix it?

If your gift card is 16 digit number then that means it was issued using our prior website, and it won't work on this website. We are happy to fix this, learn more about what to do here

If you gift card is a mix of letters and numbers then the first thing we recommend doing is checking that there are no hidden spaces at the beginning or end of the code. Oftentimes we find that spaces come along for the ride when copy/pasting a code! If you've confirmed that there are no spaces, then please contact us.

Rewards Program

How do I access the LoyalTEA program?

You can access it at any time through the rewards widget. To make it easy for those reading this, you can simply click here to open the widget.

If you're on our website, click the "Rewards" button in the bottom left corner of the screen on our main website. This button won't appear if you're in our support center, it's only visible on our main website.

How do I join?

You'll see the option to join at the top of the rewards widget. All you need to do is enter your email address to sign up.

What are stars, and how do I get them? 

Stars, also known as points, are the currency of our LoyalTEA Program. You earn 5 stars for every $1 that you spend with us, excluding shipping and taxes. There are other ways to earn stars, and you can view the current offerings in the rewards widget.

How can I redeem my rewards? 

Open the rewards widget and sign in. Click "Ways to Redeem" and then choose any available reward. You can also choose "Order Discount" to convert stars to a dollar discount. You can get $1 off for every 100 stars.

Do stars expire?

Stars expire after 36 months. You'll receive an email beforehand alerting you to use up your stars before they're gone.