Delivery and returns

How much is delivery?

We apply VND20’000 for deliveries in particular districts in Hanoi, Danang and Hochiminh City. Deliveries to other districts, cities and provinces will be applied delivery fee following the actual shipping details.
List of districts that we apply VND20’000 shipping fee:
Hanoi: Ba Dinh, Hoan Kiem, Dong Da, Thanh Xuan, Cau Giay, Hoang Mai, Hai Ba Trung, Tay Ho
Hochiminh City: District 1, 2, 3, 4, 5, 6, 10, 11, Tan Binh, Tan Phu, Phu Nhuan, Binh Thanh, Go Vap.
Danang City: districts of the inner city and Son Tra.

Do you offer free delivery?

We don’t offer free delivery.

When can I expect delivery?

Delivery in Hanoi, Danang City and Hochiminh City: within 1-2 days.
Delivery in other cities or provinces: 3-10 days.

How can I track my order?

If you have any queries to track your order, you can contact our customer service team for further information.

Can I return my order?

We don’t accept returning products.

Can I exchange an item?

We don’t accept exchanging items.

Do you ship outside of Vietnam?

We only deliver in Vietnam.

General FAQs

Can I get a tax refund on my web order?

Orders placed on our website are not entitled to a tax refund.

Can I get a VAT receipt for my order?

Yes you can. Please contact our Customer Service team with details of your order, and they will arrange for this to be sent to you via email.

What is your ethical and fair trade policy?

We’re proud to be a member of the Ethical Tea Partnership, a not-for-profit organisation which works to improve tea sustainability, the lives of tea workers and the environment in which tea is produced. You can find out more about the partnership here.

We work closely with a range of trusted suppliers, making sure our customers get the best quality products, services and card. Many of our tea and coffee suppliers are certified by UTZ, the Rainforest Alliance or Fairtrade. We also regularly partner with charity the Eve Appeal to raise money and awareness for their vital research into gynaecological cancer.

Please note that our fruit and herbal infusions are not covered by the ETP, but instead are produced in compliance with the Ethical Trading Initiative Base Code (see separate document for details).

All Whittard tea gardens are part of the ETP’s Global Standard monitoring programme to ensure our teas are produced safely, fairly and sustainably.

Third party auditors visit our gardens and assess whether they are complying the below provisions:

  • Social Provisions Environmental Provisions
  • Freely Chosen Employment
  • Freedom of Association and the Right to Collective Bargaining
  • Health and Safety
  • No Child Labour
  • Fair Wages and Benefits
  • Fair Working Hours
  • No Discrimination
  • Regular Employment
  • Disciplinary and Grievance Procedures
  • Environmental Management Systems
  • Agrochemical safety
  • Soil Conservation
  • Ecosystem Conservation
  • Water Conservation
  • Energy Use
  • Waste Management

We also support the ETP in a programme of projects that uphold and improve these provisions:

  • Occupational health and safety training for tea farmers to improve worker safety & human resource management training to improve tea garden’s environmental management systems so soil, water, ecosystems, and wildlife are protected. We also assist the tea sector to understand the implications of climate change and maintain tea production in the face of changing weather patterns and growing conditions.
  • Partnering with charities to help local communities eg. Working with UNICEF to combat child marriage and exploitation of girls in Assam.

Please note that our fruit and herbal infusions are not covered by the ETP, and on these infusions, we work direct with our suppliers to ensure fair and sustainable sourcing.

Visiting our suppliers regularly, they guarantee production to EU standards on all our lines, and all of our suppliers all adhere to sustainable management codes, with full transparency along the entire supply chain.

What is the Whittard gender pay gap?

At Whittard we aim to be a great place to work and want our employees to be happy and proud to work for us. Under government regulations all UK businesses with more than 250 employees are required to publish their gender pay gap. You can download the Whittard Gender Pay Gap Report 2018 here.

Why does my coffee have such a short best before date?

To make sure you enjoy our freshly roasted coffee at its best, we add a best before date to it which is 4 weeks from the date of ordering. Please be assured that coffee does not go off after this date. However, it may have lost a little of its perfect taste: as soon as coffee is exposed to air and moisture, the flavour is affected.

At Whittard, we offer premium coffee which is sold at the peak of its condition at all times, and is roasted approximately 3 months before it is sold online and in our stores.

To make sure customers receive only the freshest coffee, we carefully manage our stock and we are confident the quality of your product will be excellent. But if you are ever disappointed, please return your product to us, using our returns address or take it to any of our stores, under our Taste Guarantee Policy. Please include a note to tell us what’s wrong, and we will arrange an exchange or refund for you as requested.

My order is a gift – will there be prices on the delivery note?

Please notice that your order is a gift, our team will not show any prices on the delivery note.

My order is a gift – can I add a gift message?

Yes, we now offer free gift messaging. Simply choose your products and notice us your gift message.

Does instant tea contain caffeine?

Our instant tea contains an extract of black tea and therefore a small amount of caffeine (approximately 0.01%).

Can I get my delivery sent to someone at a different address as a gift?

Yes, you can have your order delivered to wherever you like within Vietnam. Delivery fee to be charged.