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 call us on 01621 815407, 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 and Visa cards, unfortunately we do not accept American Express or 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. Secure Trading Ltd 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.
    Tiptree
    Essex
    CO5 0RF

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

    All card payments are charged overnight on the day of placing the order.

    Are there any extra charges beyond the prices quoted?

    The price quoted is the price you will be charged unless you qualify for discounts. UK postage and packing is charged at £4.95.


     

    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 call us on 01621 815407 or email shoponline@tiptree.com.

    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 within one hour of the order being placed, either email us on shoponline@tiptree.com or call us on 01621 815407.

    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, either email us on shoponline@tiptree.com or call us on 01621 815407.

    Why isn’t my discount code working?

    Our discount codes are case sensitive. Please enter the code exactly as it appears on our site or in the email offer you received. Codes are always in capital letters and there are no spaces between letters and numbers. If the code is entered correctly but still not working, please verify it has not expired and the items you are attempting to order are eligible for the specific promotion. If your offer code is still not working please call us on 01621 815407 where we will be happy to take your order over the telephone.

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

    No, discount codes are limited to one per order. You can however apply Gift Vouchers on any order in conjunction with an offer code.


     

    Despatch / Delivery

     

    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 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 9.00 – 19.00. No deliveries are made on weekends or holidays.

    How much are your delivery charges?

    All UK orders are charged at £4.95 delivery (3-5 working 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 3-5 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 contact us on 01621 815407 or email us on shoponline@tiptree.com. Note that Christmas is exceptionally busy for us and it is possible that orders may take longer than 5 working days to arrive.

    Can I collect my order?

    Many customers collect their orders direct from Tiptree or our distribution centre in Beckingham Business Park. This is ideal if you are in a hurry, live nearby or want to save on the delivery cost. Please note our online shop distribution centre is not located at Tiptree, therefore if you intend on collecting items from the Jam Shop, you may simply prefer to just buy direct from the shop. You can telephone prior to ensure the required items are in stock (01621 814524).

    To collect your order, please order online as usual and select the 'collect' option in the basket, you will then be able to choose either our distribution centre or the jam shop address. But if ordering standard in stock items for collection at the Jam Shop, you may wish to simply visit the shop and purchase those items direct.

    Our Tiptree address:

    The Tiptree Jam Shop - Wilkin & Sons Ltd.
    Tiptree
    Essex
    CO5 0RF

    Our Beckingham address:

    Tiptree Logistics
    Unit 1 Beckingham Business Park
    Tolleshunt Major
    Maldon
    Essex
    CM9 8LZ

    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.

    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?

    Yes, there are some countries where we cannot ship our products to (due to courier import restrictions to certain countries). To find out if you country is available for delivery please navigate to the basket and in the 'estimate shipping' block please scroll through the country drop down list.

    Delivery to France: Regrettably due to strict French import guidelines regarding BPA plastics in food packaging, we are unable to delivery our products to France, therefore this country has been ommitted from the drop-down address list.


     

    Confirmation

     

    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 printed order confirmation of my order?

    No, you will receive an email order confirmation as soon as your order is placed. Should you wish to receive a printed copy of your order please let us know when placing your order.

    Will I receive a despatch email confirmation?

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


     

    Products

     

    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.

    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 shoponline@tiptree.com.

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

    Of course, please email us on shoponline@tiptree.com with your postcode and the product(s) you are looking for. We will then contact you with any nearby stockists we have located.


     

    Other

     

    Can you send me a price list?

    Yes, please fill in our contact us form with your name and address and we will send you a copy through the post.

    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 polystyrene blocks that fit our products perfectly. Products are then packed in branded cardboard boxes and then placed in a waterproof bag ready for delivery.

    Availability

    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’d love you to be 100% happy with your purchase, but if for any reason you’re not, please notify us within 28 days of receipt and we will be happy to offer you advice, a replacement or refund.

    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 (trading as Redmoped) take the protection of the privacy of their customers’ personal information very seriously. Strict adherence to the terms of the UK Data Protection Acts of 1984 and 1998 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 shoponline@tiptree.com or call us on 01621 815407. We are always happy to help.