All products are shipped from Hoi An City, Quang Nam Province, Vietnam, and we can ship to virtually any address worldwide. For better service, we strongly recommend creating a user account with our address and country information on our website.
These have now been absorbed into a flat-rate shipping rate applied to each order, depending on the shipping zone.
Parcels are shipped using VNPost, a DHL (Express Mail Service) network member, which is the most reliable and cost-effective method of receiving your parcels from us.
All orders are usually processed and shipped within one business day. Typical delivery times are in North America (3 to 4 weeks), Europe (2 to 3 weeks), and Asia Pacific (1 to 2 weeks). Customs delays can impact delivery.
VNPost provides a tracking number, which we will forward to you once the order has been shipped. However, real-time tracking is not always updated for some countries once the order has been exported from Vietnam. The postal site of the VNPost partner in your home country should also recognize the VNPost tracking number.
While we do everything we can to ensure that your parcel arrives to you promptly and without damage, we cannot control every aspect of its long international journey. We hope that our customers will be patient and understanding with any complications that might occur. We will always work hard to satisfy your needs and concerns.
- To avoid any problems with your parcel
Ensure that your correct address is on file with us and with whichever payment method you choose. We will not be responsible for parcels sent to the wrong address if that is what you gave us.
Please supply your phone number; we will add it to the parcel and assist couriers and customs officials should problems arise. We will not share your personal information with anyone unless it is directly related to the delivery of your purchased items.
Please let us know if you require any specific declaration on the shipping form.
- Missing and Damaged Items
Although we pack all the items we send carefully, sometimes they arrive damaged. If you have received damaged items, let us know immediately, and we will replace them where necessary. We may require you to provide photographic documentation of the defect or damage before we can replace the item or refund you.
If any items are missing from your order, please notify us within 5 days of receipt, and we will investigate.
- Lost Items
If your parcel does not arrive within 30 days, please contact us, and we will start investigating the matter with VNPost.
If it is determined that your parcel was lost in transit, we will offer to re-ship it without additional charge using the original shipping method you paid for. If you want to upgrade to a faster shipping method for the replacement parcel, you will be charged the difference between the original and upgraded shipping methods.
- Refund and return
We cannot be responsible if your country's customs agency does not allow parcel entry. We will refund you for the amount you paid minus shipping (both to and from your country). Please be familiar with your home country's customs requirements so we can avoid unnecessary and costly problems and delays. Should you need documentation or invoices sent with the parcel, please let us know when you purchase it.
If the parcel is returned to us as "undeliverable" or "wrong address" or denied by your Customs agency (or for any other reason), we can attempt to send it again. Still, you will be charged postage fees for the returned shipping and the second attempt shipping. There are no refunds for returned items; the only option is to ask us to send the items again and pay the relevant postage fees.
Returns may be made for items, but only if they are unopened. The customer will pay for return shipping to Vietnam before processing a refund. You have 15 days from the date of receipt of goods to return them to us.
If you want to return opened items, you must have a valid reason. Simply not liking the tea or item is not a valid reason.
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