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Frequently Asked Questions

  • Which countries do you ship to?
    We ship internationally all over the world. If your country is not on our list of destinations at checkout then please do email us at dearteam[@] to confirm.
  • How quickly do you ship?
    If we have the products in stock, we will dispatch it within 2 working days of receipt of order. Should there be an issue with your order, we will swiftly reach out to you.
  • Which shipping services are available and how long does shipping take to arrive?
    We use DPD and UPS for the majority of our shipping. We may use other couriers for special deliveries. Here is a list of the main shipping options available and their delivery times. These times are from the date of dispatch (not the date of order) and are estimates provided by the shipping services. These are working days, which don't include weekends. Due to COVID-19 disruption, the delivery times may be delayed. Unfortunately, we have no influence over such disruptions.
  • Returns and Refunds
    Returns Policy We accept returns requested within 14 days of receipt of the products and we will give you a refund under these conditions: The product is unopened, unused and undamaged to qualify. The product must be returned for our evaluation before we can issue any refunds. The price of the return postage is paid by the client. The refund given will be for the price paid for the product and does not include shipping. We do not refund any associated customs or sales tax charged by your local authorities. If you receive a product that you think is faulty, then please email us immediately. We will assess the issue to determine if the product is faulty and if we agree that there is a fault we will issue you with a replacement or refund with the following conditions: The product fault must be reported within 14 days of receipt of the product. The fault or damage will be verified by us before issuing any refunds. We may ask for photographs for verification. If we require the product returned, we will pay for the return shipping. We will either replace it with free shipping or refund the amount paid for the product plus the shipping charge for the product. Should the cost of shipping for a replacement exceed the cost of the goods itself, we reserve the right to issue a credit/refund instead, or will offer to ship a replacement item with your next order. If you receive a wrong product or if an item is missing, please email us within 14 days and we will either refund/credit you or dispatch the correct product immediately with free shipping. If we require a return of the incorrect product, we will pay for the return shipping. Should the cost of shipping the missing item exceed the cost of the goods itself, we reserve the right to issue a credit/refund instead, or will offer to ship a replacement item with your next order.
  • Are the teas organic?
    The "Organic" certification is a debated topic in the tea world. There are several reasons as to why farmers might choose not to certify their teas, as well as why "Organic" doesn’t necessarily mean good. In brief: 1) The cost of certification is too high for small farms that produce small bathes of tea. 2) Small tea farms with high-quality product and reputation know they can sell their teas without certification. 3) The "Organic" certificate does not account for the skill of the tea master and the processing technique used for the finished product. Unfortunately, it tends to be that "Organic" certification is sought for poorer quality fields in order to raise the price, especially to foreign markets.
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