Effective date: 22 July 2026
Where we deliver
We deliver across the UK and to the international destinations available at checkout. A country appearing at checkout means we currently accept orders there. It does not guarantee that every product can be shipped to that destination.
Delivery services, prices and estimates are shown at checkout.
International orders are normally sent with import VAT, customs duty, brokerage and local handling charges unpaid. The recipient pays those charges locally when requested by the carrier or customs authority, unless checkout expressly says they are prepaid.
Customs clearance can add time beyond the delivery estimate.
Please check the address carefully. Contact us immediately if it needs changing.
If a parcel is delayed, lost or damaged, email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally with the order number.
UK delivery
Available delivery services, charges and current estimates are shown at checkout. Estimates begin after dispatch. We send a dispatch confirmation and tracking details where the chosen service provides tracking.
International delivery
We deliver only to destinations enabled at checkout. International duties, import VAT, brokerage, customs clearance and local handling charges are not paid by Boteane in advance unless checkout expressly says otherwise. The recipient pays them locally. Customs clearance can extend the delivery estimate.
Address changes
Check the address carefully before paying. Contact Boteane immediately if it needs changing. We will try to help before dispatch, but we cannot guarantee an amendment once fulfilment has begun.
Missed, refused and unclaimed deliveries
Follow the carrier's collection or redelivery instructions promptly. If a parcel is returned because the address was incorrect, delivery was refused, local import charges were not paid or the parcel was not collected, reasonable evidenced return and redelivery costs may be charged or deducted where lawful.
Delayed, lost or damaged parcels
Contact Boteane, not only the carrier. Boteane remains responsible for the parcel until it is delivered into your physical possession or to a person or safe place you specifically nominated. We will investigate with the carrier and provide the remedy required by law.
Delivery help
Email info@boteane.co, call 0333 339 9947 from the UK or +44 333 339 9947 internationally. Include the order number and, for damage, photographs of the parcel, label, packaging and item.
Full legal terms
1. Destinations and restrictions
We ship only to destinations enabled at checkout. We may restrict particular teas, botanicals, foods, glassware or other goods where local import, plant-health, food, product-safety, carrier or sanctions rules prevent or materially complicate supply. We may cancel an affected item and refund it if a restriction is identified after ordering.
2. Delivery services and estimates
Available services, charges and estimated delivery times are shown at checkout and on this page. Estimates begin after dispatch unless stated otherwise and are not guaranteed appointment times. We will deliver within any legally required period and, unless otherwise agreed, normally within 30 days.
3. Dispatch and tracking
We send a dispatch confirmation when the parcel leaves us or our fulfilment partner. Tracking is supplied where the chosen service provides it. Split dispatches may be used where reasonable and will not create an additional delivery charge unless agreed.
4. Address accuracy and delivery instructions
You are responsible for providing a complete and accurate address, postcode, country, recipient name and any information reasonably required by the carrier or customs authority. We will try to correct an address before dispatch but cannot guarantee changes after fulfilment begins.
A request to leave goods in a safe place or with a neighbour is subject to the carrier's process. Risk does not pass merely because we handed goods to our carrier. It passes when delivery is made into your possession or to a person you nominated, subject to mandatory law.
5. Failed delivery and unclaimed parcels
If delivery fails, follow the carrier's instructions promptly and contact Boteane if help is needed. Where a parcel is returned because the address supplied by the customer was materially incorrect, delivery was refused, local import charges were not paid or the parcel was not collected, we may deduct reasonable, evidenced return and redelivery costs from any refund, or require those costs before redelivery, where lawful. We will not charge the customer for costs caused by Boteane's error or the carrier's failure.
6. International duties, taxes and importer status
Unless checkout expressly states that duties and import taxes are included or prepaid, Boteane does not pay destination-country charges in advance. The recipient is responsible for paying import VAT, customs duty, brokerage, clearance and local handling charges locally when requested. The recipient may be treated as importer of record under destination-country law and must comply with lawful import requirements.
We cannot predict every local charge. A customer's mandatory consumer rights are not affected by the allocation of customs charges.
7. Customs information
We may provide product descriptions, values, ingredients, country of origin and recipient details to carriers and customs authorities. We will not deliberately under-declare value or mark a commercial purchase as a gift. Customs may open or inspect parcels.
8. Delays
Contact Boteane if an order has not arrived by the end of the published estimate. We may ask you to complete a carrier declaration or confirm delivery details. Customs, weather and local postal delays may extend transit. Boteane remains responsible for the goods until delivery into the physical possession of the customer or a person or safe place the customer specifically nominated, except where the customer arranged an independent carrier not offered by Boteane.
9. Loss and damage
Report loss or damage promptly to Boteane with photographs of the parcel, labels, packaging and goods where possible. Keep damaged goods and packaging until we advise otherwise. We will investigate with the carrier and provide the remedy required by law. The customer may be asked to cooperate with a reasonable carrier investigation, but Boteane will not require the customer to pursue the carrier as a substitute for Boteane's own responsibility.
10. International returns
Contact Boteane before returning an international order. No international return is accepted without prior agreement and instructions. We will provide the return address and customs description. Unless goods are faulty, incorrect, damaged or otherwise non-conforming, you normally pay return postage and any non-recoverable import or handling costs. Mandatory local rights take priority.
11. Sanctions and export controls
We do not supply where doing so would breach UK sanctions, export controls or other applicable law. We may screen orders and request information reasonably needed to verify compliance.