Depending on your location, we use a variety of courier and postal services. Once you submit an order on our website, we will assess which carrier will be best for your location – We will then apply freight charges to your order and email through a proforma invoice for payment. Once payment is received in full, your order will be promptly prepared and dispatched. It is the customer’s responsibility to ensure shipping address details are up-to-date, and that someone will at the delivery premises to sign for the receipt of goods (unless customer advises “authority to leave at premises without signature”).
Upon order dispatch you will be sent a tracking advice via email (either from our warehouse staff or from the courier company directly). Once the goods have left our warehouse it is the customer’s responsibility to track and manage the progress of their orders with the freight carrier. *If you have a preferred freight carrier you would like us to use, please let us know when you submit your order.
In the case of receiving damaged goods upon delivery, we require photos of broken goods to be reported to us within 48 hours of delivery. Once we receive your photos, a product credit-note will be created – This credit will be applied to your next order with us.
For overseas orders, please contact us with details of your shipping agent or to discuss alternative arrangements.
RETURNS & REFUNDS (If Applicable):
Due to health regulations we are unable to exchange teas or tea making accessories after they have left our premises. Furthermore, we do not exchange or refund purchases for change of mind reasons.
If you believe you have a reasonable complaint as to the quality of a tea, please contact us immediately to report the matter. We may ask you to photograph the tea, or alternatively return the tea to us in its original packaging for our examination and testing. If the tea is unsatisfactory as claimed, the product will be replaced at no cost to the customer.
If you are supplied with a faulty tea wares or tea accessories product, please contact us immediately (within 48 hours of receiving the goods). We will assess whether a replacement part is required (and supply at no charge), or whether a product credit note will be issued to your account.
If you are unsatisfied with the quality of a tea wares or tea accessories product received on your order – please contact us immediately (within 48 hours of receiving the goods). At this time we will assess your complaint and liaise with you on our best solution. If we feel your complaint is fair and reasonable, we will ask you to return the goods back to us in their original packaging and at your own cost – To: Tea Lovers, PO BOX 7088, MOUNT ANNAN NSW 2567. Once goods are received in an undamaged and re-saleable condition, a refund will be issued – This refund will be transacted back to the customer via their original payment method.
If you have any questions, please don’t hesitate to contact us using the information below:
1300 308 885