Frequently Asked Questions
SHIPPING AND HANDLING
1. Straight up, how much is delivery?
Within Australia – for orders above $50, delivery is on the house. Otherwise, it’s a flat rate delivery fee of $7.95.
International orders, it varies from country to country but it’s approximately between $15.99 – $25AUD. Final postage is calculated on checkout.
For orders over $100AUD, international delivery is on the house.
Order total is calculated after all discounts and promotions.
We are not responsible for import duties when encountered.
2. When can I get my hands on my tea?
All orders ship out of our base in Sydney the next business day, and for orders within Australia, generally take between two to nine business days to arrive.
RETURNS AND EXCHANGES
Although we fulfil every order with love and care, we’re also human and occasional make a few silly mistakes. If there’s a problem with your purchase, please drop us a line at email@example.com (include your name, address, and order number) and we’ll work with you to make it right. See our policy below about tea exchanges.
1. Can I return or exchange my teaware?
Yes. We’ll happily issue an exchange or refund for tea ware within 30 days of purchase, as long your item has remained unused and in the same condition that you received it. It must also be in the original packaging. Please contact us at firstname.lastname@example.org before shipping your tea ware back to us.
2. My order arrived broken or damaged :( Will you replace it?
Sure will. We take extra care to ensure our items are packed securely and safely, but sometimes, accidents happen. If your tea ware arrives broken or damaged, please get in touch with us within 48 hours at email@example.com to make arrangements for a replacement set. Shipping will be on the house :)
3. I don’t like the tea I ordered. Can I return it?
Please see our Returns and Refund Policy for more details.
1. So what makes your teas so special?
We place a huge emphasis on quality. We scour locations across China and where we can, source directly from small producers and farmers located in remote areas. But as you know, China’s huge and as much as we intend to visit as many producers and plantations as we can, we can’t visit them all. And so we also source teas from tea researchers (there is such a thing in China) and trusted collectors. We avoid the big factories and corporate wholesaler middlemen as they care more about quantity over quality.
We constantly seek out and taste a crapload of tea and reject a tonne more before choosing the few we find to be truly remarkable and offer them to our customers. Check out our criteria list for an insight into how we pick which teas to offer.
2. Can I choose which free sample comes with my order?
If you’d like to try a specific tea, mention it on the checkout form and we’ll do our best to accommodate (note that sometimes due to low stock, we may have to provide an alternative). We do our best to select teas we think you’ll love based on your order.
3. I’m pretty noob at this whole tea thing. What’s the best way to brew and enjoy tea?
Check out our Brew Guide for tips and suggestions. And be sure to subscribe to our email newsletter or follow us on social media for news, specials, competitions and other tea-related goodness.
With all that being said, the most important thing is to just dive in and give it a crack. Don’t stress too much about “best practices”, where your water comes from, what elevation you’re boiling your water at etc. It takes away the pleasure of enjoying a simple nice cuppa tea.
4. Do your teas contain artificial flavouring?
Heck no. We’re proud of the fact that none of our teas contain artificial flavouring or essential oils and never will. That’s why you won’t find any Earl Gray, strawberry, caramel, jingleberry-flavoured tea. Any scented teas we offer are prepared the old-school way, which is the tea absorbs the flower fragrance during the drying process, producing a scented tea that’s aromatic and full of flavour without the use of any essential oils or other additives.
5. Can I combine multiple promo codes / coupons in one transaction?
Unfortunately no. Only one promo code / coupon per transaction, and promos cannot be combined.
6. What currency are coupons and gift cards issued in?
All coupons and gift cards are issued in Australian dollars.
7. Do you do offer wholesale prices?
Sure do. Please get in touch by sending an email to firstname.lastname@example.org, and mention “Wholesale” pricing in the subject line. We’ll get back to you with information on further steps.
We use a secure payment gateway to process your orders. Your payment and credit card details remain with the payment gateway service – we don’t have access to any of your credit card or banking details.
Your privacy is important to us. The customer information you provide when creating an account is confidential and will not be passed on to other companies or third parties.