Postage and packaging for all online orders is charged at a standard rate of £2.50 per order (all incl.). All orders are dispatched Royal Mail 1st class, which aims to deliver your letter or packet the next working day, including Saturday. For an additional charge of £3.00 (a total charge of £5.50) we also offer next business day delivery via courier City Link. City Link do however not currently offer Saturday delivery. In the event of further strike action by the Royal Mail we will review our and update our current postage policy.
We strive to dispatch all orders the same day if they are received before 12h00 (Monday to Thursday), all other orders will be dispatched the next working day. Any orders received on Friday after 17h00 are generally not sent until Monday. Because delivery is handled by outside contractors we cannot guarantee delivery within these times, although we will endeavour as far as we reasonably can to ensure delivery as soon as possible.
We can currently offer delivery to UK mainland addresses only; but plan to extend this to the rest of the UK (including Northern Ireland), mainland Europe and the Republic of Ireland from early 2010. We are commited to offering a premium quality service and will only expand into other markets when we are able to ensure the same service for all our customers. Please contact us for more information.
Please read these conditions carefully before using the Chateau Rouge website. By using this website, You signify Your agreement to be bound by these conditions. Definitions: Customers or visitors to this web site are referred to as “You” or “Your”. Chateau Rouge Limited is referred to as “Us” or “We” or “CR”.
Payments
All payments through our website are handled and processed by SagePay (formally Protx) on their secure server. We take security seriously and have ensured through our partners and systems that your details are treated with the utmost confidentiality. While it is impossible for any web site to be completely impregnable to fraud, Our system of a secure server and 3D encryption offers high level of security that You can be confident with.
VAT
Unless otherwise stated all prices are shown inclusive of VAT (currently 17.5%). If any other taxes are due on international shipments these will be at Your expense, unless otherwise agreed.
Order process
When You place an order to purchase a product We will send You an e-mail confirming receipt of Your order and containing the details of Your order including transaction and order reference numbers. Your order represents an offer to Us to purchase a product which is accepted by Us when We process payment for your order. When We accept Your order, We will send a Dispatch Confirmation E-mail. Any products on the same order which We have not confirmed in a Dispatch Confirmation E-mail to have been dispatched do not form part of that contract. If You have incorrectly entered Your email address Your confirmation and dispatch email may fail. So long as payment has been processed successfully this will in no way affect Your order.
Title
The title for goods supplied remains with Us until full payment has been received.
Email enquiries
You can contact us through the contact us page or alternatively please call us on: 0207 099 7027.
Contact Details
For delivery, purchase or product queries please contact us using any of the methods listed at the Contact Us page on the web site.
Order tracking
In the event that Your tea is damaged in transit please contact Us within 24 hours of receipt. Products received by courier should be checked before being signed for. If the exterior packaging or the product are found to be damaged You must then sign "checked and found to be damaged". If You fail to do this We may not be able to offer a refund. If products sent by Royal Mail are not delivered please contact Us for details of the tracking and tracing procedure. If products sent by City Link and not delivered please contact Us for details of the online and telephone tracking procedure. If orders are considered by Us to be lost in transit after a reasonable period time has elapsed we shall at Our discretion either refund or resend the order. Should You fail to collect a parcel or re arrange delivery of your parcel after a failed delivery attempt and the parcel is returned to Us by the post office or City Link then You will incurr a further postage charge for Us to re send the parcel back to you.
Address Details
FULL VALID POST CODES are required for every order. We will not send any orders without one. If You provide an incorrect address, including the postcode, We do not accept any responsibility for a failure of an order to arrive or any costs involved in redirecting that order. Our courier City Link will not deliver to PO BOX address's.
RETURNS
If for any reason You are not entirely satisfied with any product that You have purchased from Us, please advise us of your wish to cancel within 7 working days started the day after delivery. Provided the product is returned in its original packaging and has not been consumed other than is reasonable to establish the quality of the product You are not happy with We will refund the entire purchase price including the cost of postage or alternatively we will exchange the item for you.
We endeavour to take all reasonable steps to protect Your personal information. All the data collected by Us is stored on a secure server with SagePay (Bank of Scotland). The secure server software encrypts all information You input before it is sent to Us. We take Your privacy very seriously and are committed to providing users with an Internet experience that respects Your privacy. When You make a purchase we need to collect certain information to process Your transaction and fulfill Your order, You can be confident We will not disclose Your details to anybody unless required by law to do so or unless You have explicitly forbidden Us to do so. We do not hold your credit card details online once the order has been completed. Our web site links to other sites. Please be aware that We are not responsible for the privacy practices of these other sites.
The EU Directive on Privacy and Electronic Communications demands that member states do more to combat spam. The UK law tries to create a system that lets legitimate businesses send direct e-mail to users but attempts to stop the scammers and spammers. We only send emails to addresses that have been supplied directly to Us by customers and We always remove addresses from Our address book when requested to do so by those customers. We never spam.
We are not required to register under the Act (see “Core Business” exemption), however We are required to follow eight guiding principles laid down by the Act. These are: Fairly and lawfully processed; processed for limited purposes; adequate, relevant and not excessive; accurate and up-to-date; not kept for longer than is necessary; processed in line with the data subject’s rights; secure; and not transferred to a country outside the European Economic Area (EEA), unless that country ensures the protection of the rights of the individual to whom the data relate.
User Accounts
If You use the website, You are responsible for maintaining the confidentiality of Your account and password and for restricting access to Your computer to prevent unauthorised access to Your account. You agree to accept responsibility for all activities that occur under Your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform Us immediately if You have any reason to believe that Your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.
Website liscence
We will do Our utmost to ensure that availability of the website will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Your access to the website may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction. We grant You a limited licence to access and make personal use of this website, but not to download (other than page caching) or modify it, or any portion of it, except with express written consent from Us. This licence does not include any resale or commercial use of this website or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this website or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools. This website or any portion of this website may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without Our express written consent. You are granted a limited, revocable, and non-exclusive right to create a hyperlink to the home page of Our web site as long as the link does not portray Us, Our products or services in a false, misleading, derogatory, or otherwise offensive matter.
Website access
You must not use the website in any way that causes, or is likely to cause, the website or access to it to be interrupted, damaged or impaired in any way. You must use the website for lawful purposes only and must not use the website for any of the following: Fraudulent purposes, or in connection with a criminal offence or other unlawful activity; To send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene or menacing; In breach of copyright, trademark, confidence, privacy or any other right; Is otherwise injurious to third parties; Objectionable; or Which consists of or contains software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any "spam"; or causes annoyance, inconvenience or needless anxiety.
Trademark
All content included on the website, such as text, graphics, logos, button icons, and images belong to Us, and are protected by United Kingdom and international copyright laws. Chateau Rouge, CR and other marks indicated on Our website are trademarks or registered trademarks of Chateau Rouge Limited. Our graphics, logos, page headers, button icons, scripts and service names are the trademarks or trade dress of Chateau Rouge Limited and may not be used in connection with any product or service without Our written authorisation.
Rights
We will not be held responsible for any delay or failure to comply with Our obligations under these conditions if the delay or failure arises from any cause which is beyond Our reasonable control. This condition does not affect Your statutory rights. If You breach these conditions and We take no action, We will still be entitled to use Our rights and remedies in any other situation where You breach these conditions.These conditions are governed by and construed in accordance with the laws of England and Wales. These conditions in no way affect Your statutory rights.
FAQ
- Why are the Net weights of the teas different?
- How can I send a product purchased as a gift to someone?
- Why do each of the teas have different years, and can I still drink last years tea?
- Is there caffeine in tea?
Why are the Net weights of the teas different?
All our teas are packed in a standard size CR tins which we fill with the most tea possible, for you to get the maximum enjoyment from your tea. Any differences in net weight of any of the products are caused by the variations in the leaf size, with the larger leaf teas having a lighter net weight.
How can I send a product purchased as a gift?
All the Chateau Rouge products make great gifts, for any occasion. If you would like your order delivered to a different address, please complete the details of the 2nd address when placing your order.
Why do each of the teas have different years, and can I still drink last years tea?
We purchase our teas in smaller batches in season, and with our Tea Masters carefully select only the best teas available of the season. We don’t blend our teas with those of any other season’s pickings, which mean that our teas are seasonal, fresh and uniquely different each year. Depending on the tea a tea can be picked in the spring while another is normally picked in the summer or autumn. This means that each teas ‘year’ can vary, and last years teas still being available when the new season of another tea are available. This does in no way affect the quality of the tea, but is rather an indicator the uniqueness of each tea.
While having less caffeine than coffee, tea does still contain caffeine. Black tea varieties contain more caffeine than oolongs, which have more caffeine than green or white teas. However Rooibos and Honeybush are completely caffeine free and as a result can be enjoyed at any time of the day if you are sensitive to caffeine.
For any other questions not elsewehere answered on the webiste or on the Chateau Rouge blog, please contact us through the contact us page.
