Help Centre

Why was my flavour claim refused?
Why was my flavour claim refused?We turn down very few flavour claims, and when we do, it's worth explaining why. It's never personal, and it's never about doubting you.Here are the most common reasons.It was a repeat shop order. The First Match Concierge covers your very first order with us, whatever you paid for it. It is a one-time welcome, so orders after that first one are not covered, at full price or on offer. Your Discovery subscription is unaffected and is covered every month by its own promise.The First... Read more...
My subscription box was discounted. Is it still covered?
My subscription box was discounted. Is it still covered?Yes. Every paid Discovery box is covered, including ones bought with a discount, an offer, account credit, referral credit, or a prepaid gift subscription.What matters is that you paid for the box, not what you paid for it. Where the price was reduced, the credit is a fifth of what you actually paid.Updated 16 August 2026. Read more...
Why do you want to speak to me on the phone?
Why do you want to speak to me on the phone?A short call tells us far more than a form ever could: how you brewed the tea, what you tasted, what you usually reach for.It means what we recommend next is a genuinely better match, not a guess.Updated 16 August 2026. Read more...
Can I use the First Match Concierge more than once?
Can I use the First Match Concierge more than once?It covers one order, once, per customer and household.It's there to help you find your feet with us. After that first order, we trust you know your own taste, and we're always happy to talk teas even without a formal claim.Updated 16 August 2026. Read more...
I paid with a gift card. Am I covered?
I paid with a gift card. Am I covered?Yes. A gift card counts as payment in full.If it's your first order, the First Match Concierge applies as normal, and the same goes for the Discovery Flavour Promise on subscription boxes.Updated 16 August 2026. Read more...
Does using the 10% welcome discount mean I lose the Flavour Promise?
Does using the 10% welcome discount mean I lose the Flavour Promise?No. Your first order is covered by the First Match Concierge whether you use the welcome discount or not. We want your first taste of Boteane to feel safe to try, discount or no discount.Your Discovery subscription is covered every month either way, discounted or not.What is not covered is a shop order after your first one. The Concierge is a one-time welcome, so later orders are not covered, at full price or on offer. More on both promises.Updated... Read more...
How long does the first Discovery box take?
How long does the first Discovery box take?Your first box ships within 1 to 3 working days, then takes 3 to 5 days in the post, so allow about a week in total. After that a new box arrives every month, on the same date you joined.UK delivery is free on every subscription box. Every box fits through the letterbox, so it is waiting for you when you get home. The first one is bigger, because your teapot or cold-brew bottle comes with it.Seasonal demand, destination and carrier conditions can... Read more...
How do I make a complaint?
How do I make a complaint?Email us at info@boteane.co with "Complaint" in the subject line, call 0333 339 9947 from the UK or +44 333 339 9947 internationally, or write to Boteane LTD at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Press enquiries may be sent to press@boteane.co. Include the order number, what happened and the outcome you are seeking. The registered office is not a returns address unless we expressly confirm it.We will investigate fairly and provide a clear response. Urgent food-safety or product-safety matters are... Read more...
How can I exercise my privacy rights?
How can I exercise my privacy rights?Email us at info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally and explain the right you wish to exercise, such as access, correction, deletion, restriction, objection or data portability. We may ask for information needed to verify identity.You may also complain to the Information Commissioner's Office. Boteane would appreciate the opportunity to address the concern first.Related: Privacy NoticeUpdated 22 July 2026. Read more...
How do I change marketing or cookie choices?
How do I change marketing or cookie choices?Use the unsubscribe link in a marketing email to stop email marketing. Service emails about orders, renewals or safety may still be sent where needed.Use the cookie banner or the Cookie Settings control on Boteane.co to accept, reject or change non-essential cookie categories. The Privacy Notice explains the wider use of personal information.Related: Cookie PolicyUpdated 22 July 2026. Read more...
How do I close my Boteane account?
How do I close my Boteane account?Email us from the address linked to the account at info@boteane.co, or call 0333 339 9947 from the UK or +44 333 339 9947 internationally. We may ask for proportionate information to verify the request.Closing an account does not automatically cancel a subscription unless that cancellation is expressly confirmed. Some transaction, tax, safety and legal records must still be retained.Related: How do I cancel the Discovery Subscription? · Privacy NoticeUpdated 22 July 2026. Read more...
How do I update my address, details or payment method?
How do I update my address, details or payment method?Update account and subscription details in your Boteane account before the next order or renewal cut-off. Changes made after fulfilment starts may not reach an order already in progress.For a saved payment method, use the secure payment update process in the account area. Do not email complete card details.Related: Manage My SubscriptionUpdated 22 July 2026. Read more...
How do I log in or reset my account access?
How do I log in or reset my account access?Go to account.boteane.co, enter the email address used for your orders and follow the sign-in process shown there, which sends a verification code or link to your email. Check the spam folder if it does not arrive.For security, email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally from the email connected to the order or account if you still cannot get in.Related: How do I update my address, details or payment method?Updated 22 July... Read more...
Can I personalise a bespoke blend or gift?
Can I personalise a bespoke blend or gift?Yes, where a product offers a custom blend name or message. Enter the wording exactly as it should appear and check spelling before payment.Personalised and made-to-order items may not have the ordinary change-of-mind cancellation right, but legal rights remain if the product is faulty, unsafe, incorrect or not as described.Related: Can I return a personalised or bespoke product?Updated 22 July 2026. Read more...
Do you offer corporate and bulk gifting?
Do you offer corporate and bulk gifting?Yes. Boteane can help with gifts for teams, clients and larger recipient lists, including presentation, messages, multiple addresses and selected personalisation.Email us at info@boteane.co, call 0333 339 9947 from the UK or +44 333 339 9947 internationally to discuss the occasion, quantity, budget, delivery date and addresses. Personalisation is subject to feasibility, lead time and the quotation agreed for the order.Related: Corporate GiftingUpdated 22 July 2026. Read more...
Can you send gifts to several addresses?
Can you send gifts to several addresses?For ordinary checkout, each delivery address may require a separate order. For a larger list or corporate gift, email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally so we can discuss the number of recipients, timing, presentation and address format.Do not send sensitive recipient information by an insecure route if Boteane provides a protected upload or order process.Related: Corporate GiftingUpdated 22 July 2026. Read more...
Can I return something bought with a gift card?
Can I return something bought with a gift card?The usual returns and statutory-rights rules apply to the product. A refund for an item paid with a gift card is normally returned to the gift-card balance, except where the law requires another route. Always contact Boteane before sending the product back. Email info@boteane.co, call 0333 339 9947 from the UK or +44 333 339 9947 internationally.A gift card that has already been redeemed cannot normally be cancelled for change of mind.Related: Returns, Cancellations and Refunds · Gift Card TermsUpdated 22 July... Read more...
What should I do if a gift card is lost or sent to the wrong email?
What should I do if a gift card is lost or sent to the wrong email?Contact us promptly with the purchaser's details and order number. If we can verify the purchase, remaining balance and non-redemption, we will check whether the card can be reissued. Email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally.Treat the code like cash. We cannot guarantee replacement after the value has been used by someone with a valid code.Related: Gift Card TermsUpdated 22 July 2026. Read more...
Can I schedule a gift card or send it to someone else?
Can I schedule a gift card or send it to someone else?Yes. The gift-card page allows you to send it to your own email or the recipient's email, add the recipient's name and a message of up to 200 characters, and choose a future send date where the feature is available.Check the recipient email carefully. Email us at info@boteane.co or call 0333 339 9947 immediately if it is wrong, but replacement may not be possible after the code has been delivered or used.Related: What if a gift card is lost... Read more...
How do Boteane gift cards work?
How do Boteane gift cards work?Boteane gift cards may be used across the eligible Boteane.co collection. They are available in the denominations shown on the gift-card page and have no expiry date.The recipient uses the code at checkout. Any unused balance remains available for a later eligible purchase. Gift cards cannot be exchanged for cash or used to buy another gift card, except where the law requires otherwise.Related: Gift Card TermsUpdated 22 July 2026. Read more...
Can I send a gift directly to the recipient?
Can I send a gift directly to the recipient?Yes. Enter the recipient's delivery address at checkout and use the gift-message option where available. Check the name, address, postcode and message carefully before payment.The purchaser remains responsible for the order, although a recipient may email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally about delivery, damage or safety.Related: Can a gift recipient return or report a problem?Updated 22 July 2026. Read more...
Can I add gift wrapping and a message?
Can I add gift wrapping and a message?Yes. Where offered on the product page, select gift wrapping before adding the item to the basket and enter the message exactly as you want it printed.The current option is a hand-tied Boteane gift bag with tissue wrap and a personalised message for £6. Check the basket carefully before payment.Related: Can I send a gift directly to the recipient?Updated 22 July 2026. Read more...
How do I report a teaware safety incident?
How do I report a teaware safety incident?Stop using the product and contact us promptly. Include the order number, what happened, photographs and any product, batch or supplier marking. Email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally.Retain the product and packaging unless doing so is unsafe. We may need them for a safety investigation, corrective action or recall.Related: Teaware Safety and CareUpdated 22 July 2026. Read more...
Can I buy a replacement lid, filter or other part?
Can I buy a replacement lid, filter or other part?Email us at info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally with the product name, order number and a photograph of the part. We will check whether a compatible replacement is available.Do not use a substitute part unless it is designed for that product and sits securely.Related: Teaware Safety and CareUpdated 22 July 2026. Read more...
What should I do if teaware is chipped, cracked or loose?
What should I do if teaware is chipped, cracked or loose?Stop using it immediately. Keep the item, packaging and any identifying mark, and send us the order number and clear photographs. Email info@boteane.co, call 0333 339 9947 from the UK or +44 333 339 9947 internationally.Do not continue to use an item that has a cracked vessel, chipped rim, loose handle, damaged lid, sharp edge or faulty infuser.Related: How do I report a teaware safety incident?Updated 22 July 2026. Read more...
Is my teaware dishwasher or microwave safe?
Is my teaware dishwasher or microwave safe?Only where the product page or supplied instructions expressly say so. Do not assume glass, bamboo, silicone, metal filters or mixed-material components are suitable for a dishwasher or microwave.Remove any component that the instructions say must be hand-washed.Related: Teaware Safety and CareUpdated 22 July 2026. Read more...
How should I care for glass teaware?
How should I care for glass teaware?Wash before first use and inspect every piece for chips, cracks, sharp edges or loose parts. Use a non-abrasive cleaning method suitable for the material and place hot teaware on a stable, heat-resistant surface.Avoid sudden temperature changes. Do not pour boiling water into chilled glass or place hot glass on a cold or wet surface unless the product instructions expressly say it is designed for that use.Related: Teaware Safety and Care PolicyUpdated 22 July 2026. Read more...
What should I do if I think I have had an allergic reaction?
What should I do if I think I have had an allergic reaction?Stop using the product and seek appropriate medical help. For a severe reaction or breathing difficulty, use the emergency service for your location.Where safe, retain the packet, ingredients label and batch or lot code and contact us promptly so the product can be investigated. Email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally.Related: Food Information and AllergensUpdated 22 July 2026. Read more...
Can Boteane advise me about pregnancy, medication or a medical condition?
Can Boteane advise me about pregnancy, medication or a medical condition?We can explain the ingredients and caffeine information supplied for a product, but we cannot decide whether a tea is suitable for an individual medical condition, pregnancy, breastfeeding or medication.Ask a doctor, pharmacist or other qualified healthcare professional who knows your circumstances before using unfamiliar herbs or botanicals.Related: Where can I find ingredients and allergen information?Updated 22 July 2026. Read more...
Which certifications and sourcing standards does Boteane use?
Which certifications and sourcing standards does Boteane use?Trust belongs in the detail. The marks and sourcing statements shown with a Boteane tea or Discovery box explain the standards or suitability that apply to that particular product. Fairtrade: where the mark or statement appears, the relevant product or ingredients are sourced through a Fairtrade-certified supply chain. Rainforest Alliance: where shown, the relevant tea or ingredients are sourced through farms or supply chains connected to Rainforest Alliance certification requirements. Ethical Tea Partnership: a sourcing partnership focused on a fairer, more sustainable tea... Read more...
Is every Boteane tea vegan or caffeine-free?
Is every Boteane tea vegan or caffeine-free?Suitability is product-specific. Check the product page and delivered label for vegan, vegetarian, caffeine-free or other suitability information.The Discovery Subscription is currently presented as vegan and includes a Caffeine-Free taste option, but that does not mean every product sold across Boteane is caffeine-free.Related: Certifications and Ethical SourcingUpdated 22 July 2026. Read more...
What does "may contain" mean?
What does "may contain" mean?A "may contain" statement means a genuine cross-contact risk has been identified even though the allergen is not deliberately used as an ingredient in that product.Boteane uses precautionary wording only where supported by supplier information and a documented risk assessment. Customers with allergies should read the exact product information each time.Related: Food Information and AllergensUpdated 22 July 2026. Read more...
Where can I find ingredients and allergen information?
Where can I find ingredients and allergen information?Every tea product page shows an Ingredients list and an Allergen Information section before purchase. Allergens are highlighted in the ingredients list where present. The information is also provided on or with the product at delivery. Read both before ordering and check the delivered packet again before use, particularly if you have an allergy or intolerance.The Allergen Information section on each product directs you to that product's ingredients list, which remains the product-specific source, and links to our general policy: the Food Information... Read more...
Why can tea look or taste slightly different between batches?
Why can tea look or taste slightly different between batches?Tea, fruit, flowers and botanicals are agricultural ingredients. Harvest, season, cut and natural colour can create small variations in appearance and flavour.Natural variation should not make a product unsafe or materially different from its description. Email us at info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally if the change seems unusual, stale, contaminated or incorrect.Related: How should I store tea?Updated 22 July 2026. Read more...
How should I store tea?
How should I store tea?Keep tea sealed, cool, dry and away from direct light, moisture, steam and strong odours. Close the packet carefully after each use and use a clean, dry spoon.Follow the best-before and storage information on the delivered label. If a packet becomes wet, damaged or develops an unexpected smell or appearance, stop using it and email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally.Related: Why can tea vary between batches?Updated 22 July 2026. Read more...
How many cups will I get from a pack?
How many cups will I get from a pack?The weight and approximate cup count are shown with each size. A 15g Classic pack is commonly described as around 15 cups, but the actual number depends on the portion needed for that tea and whether suitable leaves are re-steeped.Use the product page and delivered packet for the product you purchased.Related: Can I steep the leaves more than once?Updated 22 July 2026. Read more...
Can I steep the leaves more than once?
Can I steep the leaves more than once?Many whole-leaf teas can be steeped again, but the result depends on the tea. Use fresh water, taste the second infusion and extend the time slightly if needed.Fruit, finely cut and heavily flavoured blends may give less on a second steep. The packet or product page takes priority where it gives specific guidance.Related: How many cups will I get from a pack?Updated 22 July 2026. Read more...
How do I make iced tea or cold brew?
How do I make iced tea or cold brew?For cold brew, Boteane's current guide recommends 2g of loose-leaf tea per 100ml of cold water. Cover and refrigerate for 6 to 8 hours, then strain and serve over ice.For a quicker iced tea, steep the tea hot according to the product guidance, make it slightly stronger, then strain directly over plenty of ice.Read the full iced-tea brewing guide.Related: How do I brew loose-leaf tea?Updated 22 July 2026. Read more...
How do I brew loose-leaf tea?
How do I brew loose-leaf tea?Start with the instructions on the product page and packet, because temperature, quantity and time vary by leaf and blend.As a practical method, place the recommended amount in an infuser or teapot, add water at the stated temperature, steep for the stated time, then remove or strain the leaves. Adjust the next cup gently rather than over-brewing: more leaf usually gives a fuller cup without the bitterness that extra time can bring.Related: How do I make iced tea or cold brew? · Can I steep... Read more...
How do gift subscriptions work?
How do gift subscriptions work?A Boteane gift subscription is paid for once and never renews. Choose three, six or twelve months at checkout. The recipient receives that number of boxes, and the subscription then ends on its own.The recipient is never asked for payment and never becomes responsible for one. If they would like to carry on after the gift ends, they are free to start their own subscription separately.Related: Discovery Subscription TermsUpdated 27 July 2026. Read more...
How does the free gift with the Discovery Subscription work?
How does the free gift with the Discovery Subscription work?Your first Discovery box comes with teaware worth £32, included. It is not a discount, so there is no code to apply and no minimum spend.You choose at checkout: the Easy-Peasy Teapot or the Cold Brew Bottle. Whichever you pick is yours to keep.The gift comes with your first box only. Renewal boxes do not include it.Related: Discovery Subscription Terms · Promotion TermsUpdated 27 July 2026. Read more...
Does a flavour-promise claim cancel my subscription?
Does a flavour-promise claim cancel my subscription?No. A Discovery Flavour Promise claim only deals with one eligible tea from that paid box. It does not cancel, pause, skip or reverse a renewal.Manage the subscription separately in the subscription area of your Boteane account.Related: What is the Discovery Flavour Promise? · Manage My SubscriptionUpdated 22 July 2026. Read more...
I cancelled after the renewal was processed. What happens?
I cancelled after the renewal was processed. What happens?If payment has already been taken and fulfilment has begun, the box may already be committed for dispatch and may not be stoppable. Cancellation still prevents future renewals once confirmed.Any statutory cancellation or return right applying to that renewal remains separate and is explained in the Returns Policy.Related: How do I cancel the Discovery Subscription?Updated 22 July 2026. Read more...
What happens if my subscription payment fails?
What happens if my subscription payment fails?We may retry the payment, ask you to update the payment method, delay dispatch or temporarily suspend the subscription. We will not add an undisclosed penalty.Open the subscription area in your account to update payment details, or email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally if the account does not show what needs changing.Related: Discovery Subscription TermsUpdated 22 July 2026. Read more...
What happens if a selected tea is unavailable?
What happens if a selected tea is unavailable?Because the box is curated across seasons, brands and availability, individual teas can change. Boteane may choose a reasonably comparable tea consistent with your selected preference.The box will still contain the stated number and quantity of teas. We will not make a material reduction in value or quantity without an appropriate remedy.Related: Discovery Subscription TermsUpdated 22 July 2026. Read more...
Can I choose every tea in my subscription box?
Can I choose every tea in my subscription box?The Discovery Subscription is curated. You choose the taste direction, then Boteane selects five teas from across the brands it carries.That element of surprise is the point of the box. Customers who prefer to choose every product can shop individual teas and one-off gift boxes instead.Related: How do I change my tea preference?Updated 22 July 2026. Read more...
How do I change my tea preference?
How do I change my tea preference?Choose Green, Caffeine-Free, Fruity or Surprise Me in the subscription area of your Boteane account before the next box cut-off. The updated selection should appear in your account.The subscription is curated within the chosen taste family, so changing the preference guides the selection rather than choosing every individual tea.Related: Can I choose every tea in my subscription box?Updated 22 July 2026. Read more...
What is the cut-off for changing my next box?
What is the cut-off for changing my next box?The applicable cut-off is shown in your subscription account and renewal reminder. Make preference, address, skip, pause or cancellation changes before that time.Once payment has been taken and fulfilment has begun, we may be unable to stop or change that box. Statutory rights remain separate.Related: Manage My SubscriptionUpdated 22 July 2026. Read more...
How do I cancel the Discovery Subscription?
How do I cancel the Discovery Subscription?Log in to your Boteane account and cancel in the subscription area before the next renewal cut-off. Cancellation applies to future renewals once confirmed. You may also email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally for help.A flavour claim, return or account closure request does not by itself cancel the subscription. Use the subscription cancellation route and keep the confirmation.Related: Manage My Subscription · Discovery Subscription TermsUpdated 22 July 2026. Read more...
How do I skip or pause a box?
How do I skip or pause a box?Log in to your Boteane account, open the subscription area and make the change before the cut-off shown in your account and reminder. A skip applies to the selected renewal; a pause delays future boxes until the setting is changed or the chosen pause ends.Check for the confirmation email or updated next payment date before assuming the change is complete.Related: Manage My SubscriptionUpdated 22 July 2026. Read more...