Shipping and FAQ
What sizes can I buy your tea in?
Our refill tea pouches are available in three sizes, made from air-tight foil lined, zip pouches. The 50g pouch is most suited for general consumption and makes about 15 - 20 cups depending on the tea variety (about 3g/1 teaspoon per cup). For the more “avid” tea drinkers, we have larger pouches in 250g and 500g sizes.
How long does the tea last?
Tea tastes the best when it is consumed within 3 months after opening. This is due to the fact that tea absorbs both moisture and odour from its environment. We recommend storing your product in an airtight pouch/container in a cool place, away from direct sunlight and odour.
Unopened tea packages if stored correctly can keep for over a year with minimal loss in taste and aroma. Herbal, flavoured and flower teas don't store well for extended periods and thus are best consumed sooner than later.
Can I get loose leaf tea in tea bags?
Loose leaf tea always tastes best when it has room to expand to infuse the leaf's full flavour potential. While we specialise in loose leaf tea, if your looking for tea bags similar to what you get from commercial brands, you may want to consider our large Self-Close Tea Bags. Alternatively we have a range of easy to use infusers and filters. Our full range of of infusion products can be found in the teaware / filters & teabags section.
More on leaf tea vs. leaf tea - cheaper and better quality is totally realistic - read more.
Your tea seems more expensive than some other tea sellers. Why is that?
Tea comes in many grades. Our aim is to supply the freshest, best tasting, hand plucked product, directly from the source to our loyal Australian customers.
Generally speaking, our tea is above average grade comparing to other Australian tea suppliers.
The biggest difference is actually the freshness of our tea.
While many large tea suppliers will source most of their tea from European sorting houses, so they can buy loads in a mixed cargo in a good low price (ie they buy their herbs, Chinese tea, Japanese green tea and Indian black tea all from one European supplier), we choose to pay a little more and get tea from country of origin to ensure best quality and freshness.
Your Chinese tea is from China. Japanese tea from Japan and so on.
This also reduces carbon footprint. Better for the Planet ;)
So our tea is often imported in small shipments, and we hire Australian staff in our Australian warehouse to hand mix a lot of our artisan blends.
We look at what matters to Australian consumers - freshness, great visual appeal, environmentally friendly and doing our bit to help the Australian economy.
Our teas are hand-blended artisan creations that are packed when you order, bringing you the path to well-being direct to your door.
I want to send tea to my friend for her birthday. Do you gift wrap?
Sharing tea with your friends and family is a lovely gift! Not sure what to get? Choose one of the tea packs from Easy Start section (free to special prices) and a beautiful teapot under the Teaware category.
We are happy to add a nicely handwritten message on the gift card or your packing slip. The packing slip we send out with all retail orders does not show prices.
How safe is my purchase over the Internet?
The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When credit card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete credit card details. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.
All transactions are performed under 128 Bit SSL Certificate. The pages you are entering your card details start with the path (URL) https:// instead of http://. This indicates you are on a secure page and your information has been encrypted. We use one of the world's leading ecommerce platform called Shopify, and use Stripe as our ecommerce payment gateway supplier. Every payment made on www.teas.com.au is fully secured by using Shopify's high-level encryption technology.
When you press the "Confirm Order" button, it will take you to our secure page to enter your credit (or debit) card details. Your bank authorises or declines the transaction and notifies Shopify, who in turn will show you the transaction result. This process takes place in real-time while you wait—typically takes a few seconds.
NOTE: if your order has gone through successfully, an order receipt will be emailed to you right away. If you do not receive an email order receipt from us, that means we have not received your order. Please email us if you need help to put the order together—we will be glad to help.
How long does it take for my order to be processed and delivered?
We endeavour to process your order and dispatch within 1 - 2 business days.
Compared with many other bigger tea suppliers, we only work with partners and their freshest tea. If there are any issues with your ordered items, we will let you know as soon as practicable.
If you order an item is due to come in, we will advise you and a backorder option may be offered.
We don't accept pick up. We are an online tea shop—let us save you the hassle, and deliver to your doorstep!
Please factor in the typical timeframe for the delivery method you have chosen to deliver your shipping address.
Australia Post delivery timeframe in http://auspost.com.au/parcels-mail/delivery-areas.html
TRACK YOUR ORDER HERE:
Question about your order:
Contact us now using our online form or reply to your email order receipt.
Please quote your order number for speedy processing.
What are your delivery charges?
For your peace of mind, we offer trackable postage for all orders, mostly by courier to your street address.
By request, we can send by Australia Post.
International orders are usually sent by registered airmail or courier post.
Postage is calculated by total order gross weight or cubic weight, whichever is greater, and delivery address. Cubic weight varies greatly—for very chopped up, dense tea, such as Irish Breakfast and Rooibos, 60g net weight would equal to about 70g cubic weight. However, chamomile, or hibiscus, 60g net weight would equal about double in cubic weight because the product is very light and "fluffy".
All prices and postages in Australian dollars. All postage shown here includes GST.
Important: we work with partners in Australia and overseas to send you the freshest tea, so delivery time frame does vary. Usually, it takes up to a couple of days for your fresh tea to be packed to your order, then it will be dispatched from partner's country / location.
We know the tea will be worth the wait, but if you have any question, email us and we will try our best to take care of you.
How can I check where my order is at?
Once you have finished checkout, there will be an order receipt emailed to you.
You can check the status of your order by logging into your account.
Once the order has been dispatched, you will get a shipping confirmation with tracking details.
Question about your order:
Reply to your email order receipt with your question is the best way. Please quote your order number for speedy processing.
Can I order using phone or email?
We welcome phone and email orders between 10am to 2pm Sydney Australia time, Monday to Friday, except public holidays.
However, we take priority in processing online (Internet) orders.
If you have ganged up a bunch of tea requests from friends and family and would like to place a large order, you are welcome to email us the list of products you would like to purchase and we can put together the order for you. It is easy!.
What payment options do I have?
- We prefer your payment by direct deposit (bank details on order receipt)
- We also accept American Express, Diners, Visa and Mastercard
- Apple Pay and ZipPay welcome.
PLEASE DO NOT SEND CASH OR CHEQUE!
If we do not receive payment within two weeks of order placement, the order is subject to cancellation.
You will be billed by Empiro Pty Ltd. ABN 32106826322.
We only process your order after it has been paid.
Are you an Australian company?
Yes, we are! We have been selling loose leaf tea since 2003 through our Teas.com.au website. Our head office is in Sydney. Your order will be sent from one of our Australian fulfilment partners depending on your order content.
Do you ship outside Australia?
Yes, but only to the countries listed below. We send by registered airmail for trackability—we want you to get the parcel as much as you do. Postage will be calculated for you during checkout. No minimum order is required.
|Czech Republic||Latvia||South Korea|
You are responsible for any local import duties and taxes charged by your country.
Once your payment has been cleared, please allow 14 working days for the order to arrive. We do not take responsibility for any delays / extra cost in your country caused by the quarantine and customs departments. It is recommended to check your local quarantine regulations before placing your orders.
What are your order cancellation and goods return policy?
All sales are final. We do not give refunds if you simply change your mind or make a wrong decision.
If your order has a discrepancy, please report it within 14 days after the receipt of goods.
All returning goods must be accompanied by our goods return form or no refund will be actioned. Please note:
- Teaware must be returned within 14 days after the receipt of goods. Once we check it is in its original packaging and in resellable condition, we will enact your refund.
- Tea would be ONLY refunded if there is a quality issue and the goods cannot be replaced or exchanged.
No refunds will be issued for postage.
BEFORE returning goods that meet the above condition, please email us with your purchase details including the order number and we will provide you with information on how to return the item at no charge to you.
We reserve the right to only accept your returned goods less 10% restocking fee.
If you require more information about any of our products, please email us (we would be happy to send you larger photos to check out the products). If you have questions or comments, please contact us at email@example.com with your order number.
Will my personal details be used outside www.teas.com.au?
No. We respect the importance of maintaining the privacy of our customers.
We require your email address to send you the email order confirmation and shipping confirmation, and your phone number just in case we need to contact you about your order and you're unreachable by email (e.g. your email address was not entered correctly).
Wishlist / special packaging for your event
We source tea and tea accessories from all over the world (no branded tea) and loose leaf quality tea is our speciality. So if you’re looking for something specific, email us. If there is sufficient demand for it, we’ll try to track it down!
Are you planning a wedding or birthday party or a product launch?
We do lots of custom tea packs for marketing promotions, weddings, and special events, so email us with your tea choice, packing size, budget, and date and we will see if we can help!