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Shipping & returns

Shipping Policy

The dispatch can take between 1 and 20 working days, depending on the addressee's place of residence. This also depends on whether the goods ordered are available locally or are being delivered from China. When you place an order, we will send you a confirmation email with an estimated delivery date. Although we cannot guarantee this, we strive to ensure the actual delivery of your items ordered from our company on the stated delivery date (or even before) this delivery date.

Please ensure that all of your delivery information is entered correctly. We want to get your package to you as soon as possible. Possible input errors on your part can unfortunately lead to delays.


Delays can also be caused by your local customs office, which may take a little more time to process your shipments.

(It is up to you to check your country’s local postal regulations - we cannot be held responsible for shipments that do not pass through customs).

Your shipments will then be delivered either by courier or by local post.

Returns & exchanges
Point 16. "RETURNS AND EXCHANGES POLICY" of the General Terms and Conditions of Teaflavor Limited applies. These terms and conditions can be viewed in full on this website under terms and conditions.


As a Chinese company that is subject to the legal system of the Special Administrative Region of the PR China, Hong Kong, we grant you a 14-day right of withdrawal for consumers in the European Union. This right of withdrawal applies on your part to Teaflavor Ltd. only insofar as you are a consumer with an official registration address in a member state of the European Union and the order was placed in a member state of the European Union.

Right of Withdrawal
(A consumer is any natural person who concludes a legal transaction for purposes that are predominantly neither commercial nor their independent professional activity.)

You have the right to cancel this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day

- on which you or a third party named by you, who is not the carrier, has or has taken possession of the goods, provided that you have ordered one or more goods as part of a uniform order and these are or will be delivered uniformly;
- on which you or a third party named by you, who is not the carrier, has or has taken possession of the first goods, provided that goods for regular delivery are delivered over a specified period of time as part of an order.

To exercise your right of withdrawal, you must have the

Teaflavor Ltd.
Address in Germany for sending the revocation by post:
Unter den Tannen 13, 65760 Eschborn

by means of a clear declaration (e.g. a letter sent by post or e-mail) of your decision to withdraw from this contract. You can use the sample withdrawal form at the end of the text for this purpose. However, this is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising your right of withdrawal before the withdrawal period has expired.

If you make use of this option, we will try to send you a confirmation of receipt of your revocation immediately (e.g. by email). To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising your right of withdrawal before the withdrawal period has expired.

Consequences of the withdrawal
If you cancel this contract, we will reimburse you for all payments for the purchased goods that we have received from you, but we will not reimburse you for the return shipping costs. This repayment will be made immediately and at the latest, subject to the situations mentioned below, within fourteen days from the date on which we received notification of your cancellation of this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless something else was expressly agreed with you. In no case will we charge you any fees for the repayment. We can refuse the repayment until we have received the goods back or until you have provided evidence that you have sent the goods back, whichever is earlier.

To do this, you must return the goods immediately and in any case no later than fourteen days from the date on which you informed us of the cancellation of this contract. The deadline is met if you send the goods before the period of fourteen days has expired.

You have to bear the regular costs of the return, if the goods delivered are the same as those ordered.

You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary to check the nature, properties and functionality of the goods.

The right of withdrawal expires prematurely in the case of contracts
- for the delivery of sealed goods that are unsuitable for return for reasons of health protection or hygiene if their seal has been removed after delivery;
- for the delivery of goods if they were inseparably mixed with other goods after delivery due to their nature;

Model withdrawal form
(If you want to cancel the contract, please fill out this form and send it back)

- To Teaflavor Ltd., Unter den Tannen 13, 65760 Eschborn, email:
- I / we (*) hereby revoke the contract concluded by me / us (*) for the purchase of the following goods (*) /
- Name of the consumer (s)
- Ordered on (*) / received on (*)
- Address of the consumer (s)
- Signature of the consumer (s) (only if this is communicated on paper)
- Date

(*) Delete where inapplicable


Returns & exchanges

16. RETURNS AND EXCHANGES POLICY (Extract from the applicable terms and conditions of Teaflavor Ltd.)


16.1. You have the right to exchange any tea accessory that does not suit you within 30 days of the order. Exchange of tea accessory is limited to products from the same collection as purchased, subjected to stock availability. Other exchange requests will be reviewed and subjected to Teaflavor Limited management's approval. However, perishables including packaged teas and tea leaves cannot be returned or exchanged due to health and hygiene reasons.

16.2. You are entitled to a replacement or refund in voucher credits for any items which are deemed defective by Teaflavor Limited within 30 days after receipt of the order. Supporting invoice and picture(s) of the defect must be provided to the Customer Service Team. Replacement will be of the same product, subjected to stock availability.

16.3. Teaflavor Limited will only accept returns of tea accessories in their original condition and packaging and accompanied by the invoice. Artisanal tea tins are hand crafted and sold empty, natural irregularities will not be the basis for any returns. Returns that are used, damaged or soiled will not be accepted and may be returned to the Customer, at the Customer’s expense (this may include shipping costs and additional duties and taxes).

16.4. All eligible international returns of duty-paid item(s) to Teaflavor Limited HQ will be chargeable at a flat rate of $15. Upon receipt of your order, we request that you contact us at prior to all return requests and the team will arrange for your items to be returned to us via Hermes to ensure that they are protected and insured during transit. Should a top-up payment be required in the event of a higher priced product, it should be made before arrangement of delivery. Payment will be calculated based on original purchase price.

Please note that we will not be liable for goods which are not returned using our Hermes service.

16.5. For orders shipped to Germany, Teaflavor Limited will refund the original purchase price (including GST) of the item. For orders shipped to countries other than Germany, Teaflavor Limited will refund the original purchase price of the item less any applicable duties, taxes or shipping charges. Reimbursement will be made within a maximum of 30 days upon receipt of the returned merchandise. The return postage will be at your charge.

16.6. In order to be entitled to a refund or product exchange, please contact the Customer Service Team as stated below by email at

16.7. All eligible refunds will be credited back to your original mode of payment. For payment by debit or credit card, the refund will be reflected within 30 days. As for payment by PayPal account, the refund will be reflected within 3-5 business days.


17. The following terms and conditions (“PC Terms”) apply to the redemption and use of the Teaflavor promotional codes (“Promotional Codes”).

17.1. Promotional Codes may be obtained via email or print material.

17.2. Promotional Codes may be used only towards the purchase of qualifying items listed on our website and sold on our website by Teaflavor Limited (the ‘Qualifying Items’).

17.3. Promotional Codes entitle you to :

(a) A saving on new orders of Qualifying Items placed on this Website. Details of the applicable discount or saving entitlement and price calculation will be shown with the description in the email or print material providing you with the Promotional Codes;

(b) Preferential/discounted freight rates;

18.Force Majeure

18.1. Teaflavor Limited shall not be liable to the Customer for default of its obligations under these Terms or in relation to the Products when such default is by reason of:

fire, accident, any law, order, proclamation, regulation, demand or requirement of the Government of Singapore or of any of its government agencies, strikes, labour disputes, shortage of labour or lack of skilled labour, shortage or unavailability of products or raw materials, delay in transit or other causes whatsoever (whether similar to the foregoing or not) beyond the reasonable control of Teaflavor Limited.
Act of God (i.e. extraordinary or unforeseeable manifestation of the forces of nature beyond the powers of human intervention, such as tornadoes, hurricanes, typhoons and earthquakes);

war or armed conflict or acts of terrorism, which include disruption of civil authority, transportation and communication services, in which cases, TWG Tea shall be excused from such performance to the extent of such prevention.

18.2. In the event of delay in delivery, Teaflavor Limited will perform its obligations as soon as reasonably possible, and it reserves the right to allocate any remaining product supply among the customers in a fair and reasonable manner.


19.1. No failure, delay, relaxation or indulgence on the part of Teaflavor Limited in exercising any power or right conferred upon it in these Terms shall operate as a waiver of such power or right, nor shall any single exercise of any such power or right preclude any other or future exercise thereof, or the exercise of any other power or right under these Terms.

19.2.These Terms embody the entire agreement concluded between Teaflavor Limited and you concerning the access and use of the Online Shopping and content. Any other terms or conditions issued by Teaflavor Limited and governing its relations with you, in particular relating to any product or service, shall supplement these Terms and in the event of any inconsistency between them, the other terms and conditions shall prevail over these Terms.

19.3. If any of these Terms is held or interpreted by any governmental authority or a court of competent jurisdiction, to be illegal or invalid under present or future laws or regulations effective and applicable during the term of these Terms, such provisions shall be fully separable and these Terms shall be construed as if such illegal or invalid provision had never comprised a part of these Terms and the remaining provisions of these Terms shall remain in full force and effect and shall not be affected by the illegal or invalid provision or by its severance from these Terms.

19.4. Except for all affiliates of Teaflavor Limited, no other person shall have any rights whether under the Contracts (Rights of Third Parties) Act or any other law to enforce or enjoy any benefit under these Terms. Notwithstanding anything in these Terms the consent of any third party is not required for any variation (including any release or compromise of any liability under) of these Terms.

19.5. These Terms constitute the entire agreement between you and Teaflavor Limited with respect to your use of this Website and supersedes all prior or contemporaneous agreements, negotiations, representations, warranties, understandings, correspondence and all other communications (whether written or oral, express or implied) or arrangements entered into between Teaflavor Limited and its affiliates in respect of the matters dealt with in these Terms. No promise, inducement, representation or agreement other than as expressly set forth in these Terms have been made by Teaflavor Limited or its affiliates.

19.6. If any term of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, then these Terms, including all of the remaining terms, will remain in full force and effect as if such invalid or unenforceable term had never been included.

19.7. Teaflavor Limited reserves the right to modify these Terms at any time. Your decision to continue to visit and make use of the Online Shopping after such changes have been made constitutes your formal acceptance of the new Terms. Therefore we ask that you check and review these Terms for such changes occasionally. Should you not agree to any provision herein or any changes we make to these Terms, we ask and advise that you do not use or continue to access the Online Shopping immediately.

19.8. The headings of the provisions of these Terms are for convenience only and shall not alter or modify the terms and conditions in any manner.

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