Frequently Asked Questions
The prices offered in the B2C web shop are for individual consumers and if you require larger quantities, please fill the Request For Quote (RFQ) Form for a custom quote. Our Marketing team personnel will reach out to you for further communication.
If you wish to obtain some free samples, please contact us at email@example.com or fill the Request For Quote (RFQ) Form for a custom quote. Our Marketing team personnel will reach out to you for further communication.
You could view your items in US Dollars, and the final payment will be in US Dollars. However you could pay with your local currency but the applicable exchange rate will be applied by the bank during transaction.
We include FDA Prior Notification Forms for all Tea orders shipped to USA or Canada and Phytosanitary Certificates for all orders shipped to Europe and South America. Please contact us at firstname.lastname@example.org should you require any other documents which may help clear your teas faster and cheaper. If you are from India: You will be requested to provide a Clearance Authority Letter and KYC form by the courier at the time of clearance. If you are from Turkey, Brazil or Chile: Please provide your TAX ID or RUT Number along with your order. You could also send it to us at email@example.com with your details.
Please call us at +94 11 482 2000. We are available 9 am – 5 pm IST. You may also email us at firstname.lastname@example.org.
Orders may be cancelled by notice to email@example.com up to 24 Hours from the date of order placement, and if the shipment is not already in transit.
Only very rarely do we receive complaints about our levels of service, however if for some reason you feel let down by us, then please register your thoughts/feedback with our Consumer Services team by contacting them via email at firstname.lastname@example.org or calling them directly on +94 11 482 2000, We are available 9 am – 5 pm IST. We are committed to improving our service to give our customer’s 100% satisfaction. If for some reason, we do not meet your expectations, be sure to inform us so that we can make changes to ensure that it does not happen again.
If you receive an incorrect or missing item in your order, please notify us within 30 days of receipt of your order so we can resolve this for you. You can do this via email at email@example.com or by calling us on +94 11 482 2000, we are available 9 am – 5 pm IST. Please note it may be required to send evidence, i.e. a photograph.
In the unlikely event of receiving a faulty product, please inform our customer services team within 30 days of receipt of your order via email on firstname.lastname@example.org or calling them on +94 11 482 2000. We are available 9 am – 5 pm IST. This means we will do everything in our ability to ensure that you are refunded for the faulty item, or that a replacement product is sent out to you ASAP. Please note that you may be required to send evidence, i.e. a photograph of the faulty/damaged item to our customer services team. Faulty goods may be returned within the first 6 month period from the date of purchase.
In case you have given us the wrong address details, please contact our Consumer Services team ASAP on +94 11 482 2000. We are available 9 am – 5 pm IST or via email@example.com. Please quote your order details and the address it has to be changed to. If your order is already shipped it may not be possible to change your address details.