Frequently Asked Questions

  • Ordering


    How do I order online?

    Our order process is designed to be as simple and straightforward as possible. Should you have any questions please don't hesitate to email us on, we are always happy to help. 

    To make a purchase, simply navigate through our product category menu and add any items to your basket. You can then checkout as a guest or register an account with us to view past orders, quickly re-order and manage delivery addresses.

    Payment Options

    We accept Mastercard, Maestro, American Express and Visa cards, unfortunately we do not accept PayPal. Your card will be charged overnight on the day of placing the order. You will not be charged for surcharges when paying with your credit or debit card.

    Please note. Stripe processes our card payments on our behalf, therefore we do not have the facility to store customers card details for future use. This is in place for additional security and for peace of mind. 

    Should you choose not to order online, simply print your shopping basket after you have filled in your delivery information, with a cheque and post it to:

    Wilkin & Sons Ltd.
    CO5 0RF

    If I pay by credit or debit card, when will my card be charged?

    All card payments are charged at the time of placing the order.

    Are there any extra charges beyond the prices quoted?

    The price quoted for the product is the price you will be charged unless you qualify for discounts. UK postage and packing is charged at £5.50.


    Amending Orders


    Can I add a gift message to my order?

    Yes, when placing your order you will be given the option to add a gift message to your order at no extra charge. When sending items as a gift we recommend adding a gift message so that the recipient is aware who sent the goods, as there will be no other indication in the package to say who it was sent by.

    Can I cancel my order?

    In accordance with the Distance Selling Regulations you can cancel your order any time up to 7 days after you have received the goods (providing they are in their original/unopened packaging). To cancel please email

    Can I add or remove an item to the order I recently submitted?

    Orders are processed immediately (Mon - Fri) and sent to our picking department straight away, however it may be possible to amend your order prior to being despatched. Please let us know as soon as possible what amendments you would like and email them to us on

    Can I change the address on the order I recently submitted?

    Orders are processed immediately (Mon - Fri) and sent to our picking department straight away, however it may be possible to amend your order prior to being desptached. Please let us know within one hour of the order being placed, email us on

    Can I use more than one discount code on my order?

    No, discount codes are limited to one per order.


    Delivery & Returns


    Where are your orders shipped from?

    Our orders are despatched from our distribution centre: Tiptree Logistics, Unit 1 Beckingham Business Park, Tolleshunt Major, Maldon, Essex, CM9 8LZ.

    Who delivers your parcels?

    We will use a courier service (normally DPD) for the majority of our orders to deliver our products worldwide. Where possible we may use our own transport fleet to deliver our products, if this is the case you will not receive email tracking information.

    What days do you deliver?

    Monday – Friday 8.00 – 18.00. No deliveries are made on weekends or holidays.

    How much are your delivery charges?

    UK orders under £19.98 are charged at £5.50 delivery (within 5-7 business days) 
    Orders containing just Tea Room Vouchers are charged £1.95 (recorded Royal Mail delivery)

    Overseas charges are calculated in the shopping cart based upon the total number of items ordered and gross weight.

    How long will the order take to reach me?

    You should normally receive your parcel within 5-7 working days of the order being placed, however this can take longer for overseas deliveries and personalised orders.
    Note that no deliveries are made on weekends or holidays. We do not send a despatch email confirmation; however should you wish to be notified please let us know when placing your order.

    Can I track my order?

    Upon ordering online with a valid email address/mobile number you will receive either a text or email from the nominated courier company with full order tracking information. Please note that some orders may be delivered by our own transport so we will not be able to provide a tracking reference, however we will be able to tell you an exact delivery date.

    I haven’t received my order?

    If your order was placed longer than a week ago, please email us on or call on 01621 815407 (option 1). Note that Christmas is exceptionally busy for us and it is possible that orders may take longer than 7 working days to arrive.

    What happens if no one is at home when delivery is made?

    If the delivery driver is able to locate a safe/out of view location to leave your parcel then they will do this where possible. If there is no safe location then the delivery will be rescheduled for the next available delivery day.

    Please note that parcels containing alcohol (e.g. Gin, Vodka & Rum Liqueurs) require an adult signature on arrival and cannot be left in any safe place. If an adult signature is not available to accept delivery then it cannot be left and will be taken back with the courier.

    What quantity restrictions are there when sending orders overseas?

    Due to high shipping/handling fees when sending orders abroad there may be maximum order quantities for any order delivered outside of the UK, your shopping cart will provide a delivery charge based on the total number of products/weight ordered.

    Are there any countries you do not send to?

    International Deliveries – Due to the continuing delays and issues we are experiencing with international parcel deliveries, and to avoid potential disappointment, we have had to cease all overseas home deliveries except services to Canada and Australia. UK deliveries – this service continues and has not been affected. If you would like to order for Home Delivery in the USA, many of our products are available on or

    How can i return my goods to you?

    We accept goods if they are in their original unopened packaging within 28 days of receipt of goods as per our terms and conditions. Please email or telephone us prior to returning any goods. Contact us here.




    Will I receive an order confirmation?

    Yes, all orders are confirmed via email as soon as the order is placed. Please check the details carefully and let us know straight away if something is incorrect.

    Will I receive a despatch email confirmation?

    Yes, you will receive full despatch/tracking information via email directly from the courier - unfortunately if your order is sent on our own transport we currently are unable to send a despatch email.




    To view the specific frequently asked questions for the Tiptree range of products, click here.

    Do any of your products contain Gluten?

    Although most Tiptree products do not contain Gluten there are some products on our website which do, such as Christmas Puddings. Please refer to product ingredients on the individual product pages for full ingredient listings.

    Do any of your products contain nuts?

    Our Tiptree site is a nut-free factory, therefore the ‘Tiptree’, ‘Thursday Cottage’ and ‘Jules & Sharpie’ products do not contain nuts as these products are all made at the Tiptree Jam Factory site. Please refer to product ingredients on the individual product pages for full ingredient listings. The Tiptree Afternoon Tea for home delivery is made in the Tiptree Patisserie that does handle nuts. 

    Are your products sold overseas?

    Yes, our ‘Tiptree’ products are exported to some sixty countries worldwide. For information on overseas suppliers please contact us on

    I am trying to find your products locally, can you help?

    Of course, please contact the Sales Office on with your postcode and the product(s) you are looking for. We will then contact you with any nearby stockists we have located.




    How are your jars packaged?

    Due to the weight and nature of our products (glass), we need to ensure that orders are packaged efficiently so that they arrive to you in perfect condition. We use a series of bespoke cardboard boxes with cardboard dividers and kraft paper that keep our products safe. Where necessary we may need to use other non-recyclable polystyrene/bubble wrap packaging solutions.


    Unless specified all of our products shown online are available to order any time. We never substitute products that are unavailable without prior consent.

    Satisfaction Guarantee

    We hope that you'll be 100% happy with your online purchase at, but if for any reason you’re not, please notify us within 28 days of receipt and we'll be happy to help sort things out.

    How will I be refunded?

    All refunds are sent to you via the original payment method used when placing the order.

    What approach do we take to confidentiality and privacy of its customers?

    Wilkin & Sons Ltd takes the protection of the privacy of their customers’ personal information very seriously. Strict adherence to the terms of the GDPR (EU) 2016/679 is applied, to ensure correct procedures regarding the storage and disclosure of your personal information. Please refer to the Privacy Policy for more information.

    Still have questions?

    If your question hasn't been answered above, please email us on We are always happy to help. The Home Deliveries team working office hours are Monday - Thursday 9am - 4pm and Friday 9am - 3pm.


Copyright © Wilkin & Sons Ltd. 1885 - 2021