Frequently Asked Questions

Find quick answers to comment questions about our products, services and policies.

two opened elegant white tea tins with luxury chinese ancient tree puer loose tea leaves and white loose teas leaves showing the teas texture with a simple branded and elegant white box

Returns & Exchanges

What is the return policy?

Unfortunately, perishables including packaged teas and tea leaves cannot be returned or exchanged due to health and hygiene reasons. Tea accessories with natural irregularities should not be the basis for any returns or exchange as well.

What should I do if something is not right with my order/item?

Simply contact us at customerservice@heteacompany.com with your order number and we'll see how we can make it right for you.

Payment & Delivery

What are the different modes of payment?

You may checkout using a Credit Card - Visa, MasterCard, American Express or any major credit cards are all accepted.

How long does it take to deliver my product?

For all local Singapore orders, it will take an estimate of 3-5 working days. For international order, you will receive your order in the next 10 - 14 business days, subject to local custom.

How much is shipping?

Unfortunately, we are unable to offer free shipping at the moment. Cost of shipping will be calculated according to your shipping destination when you check out. Additionally, Duties and taxes are not included (if any).

Do you ship internationally?

We currently ship worldwide! However, kindly take note that we do not ship to the following countries and or regions (subjected to changes): Myanmar (Burma), Central African Republic Union of the Comoros, Cuba, Equatorial Guinea, Falkland Islands, Guinea-Bissau, Iran, Johnston Island, Kiribati, North Korea, Nauru, Niue, Saint Pierre and Miquelon, Sao Tome and Principe Democratic Republic, Sierra Leone, Solomon Islands, Somalia, Saint Helena, Sudan, Syrian Arab Republic, Tajikistan, Tokelau, Turkmenistan, Tuvalu, Wake Island, Russia, Yemen. Please note: Services in countries and regions other than those listed above may be suspended suddenly due to local social conditions (political situation, natural disasters, etc.). Please check for the latest information on services and areas served here.

Your Order

Can I self-collect my order?

Unfortunately, we're unable to offer self-collection at the moment.

Can I modify my order after it had been placed?

Unfortunately, we do not offer the option to modify your order after it has been confirmed. However, you may contact us at customerservice@heteacompany.com and we will do our best to assist you.

How should I store my tea and how long does it last?

Our teas can be kept for years, provided they are stored in the right conditions. For optimal freshness and quality, we highly recommend storing our teas in an airtight environment, and away from any light sources and humidity.