Frequently Asked Questions
CONNECTION
No, you can place an order without creating an account. Just choose “Checkout as Guest” after confirming
your shopping cart. However, you won’t be able to review your orders or save different delivery addresses.
Go to My Account, click "Forgot your password". Enter your email address and continue to follow the
instructions on the screen. At the end of the process, you will receive an email with a link to reset your password.
If you are still having trouble, please contact Customer Service via email info@or-tea.com and we will
help you update your password.
DATA CONFIDENTIALITY
No, we will not pass your details on to other companies. Your collected details will be kept confidential by
our services. It will only be used by our internal services for the processing of the orders and to inform
customers about special offers, promotions and events.
Our website is totally secure. We store any information you give us securely using high-level SSL encryption
technology – the most advanced security software currently available for online transactions.
DELIVERY
The delivery address is by default the same as the billing address. When you select your billing address,
you have the possibility to choose “Ship to this address” or “Ship to different address”. You can, of course,
save several shipping addresses in your address once you sign in.We require a physical street address for delivery.
We use Fedex for UK and International deliveries, DPD for Europe deliveries and SF Express for Hong Kong
deliveries. Our process is to prepare your order and dispatch on the same or next working day (Monday to
Friday) after you paid successfully, which means that you receive your order within 3 to 10 days (depends on
your location).
PAYMENT
We only accept Paypal for the payment method because of the higher security.
After the validation of your order, you will receive several e-mails:
- the first one confirms that your order is well recorded,
- the second one advises that your order is being processed, and
- the third one is sent upon shipment of your order.
You can also consult My Account on our website and check the status of your order by clicking on the
order reference.
RETURNS / EXCHANGES
At Or Tea?, our goal is your complete satisfaction. If there is an error with your order or items arrive
damaged, please contact us via email at info@or-tea.com. Our Customer Service department is open
Monday through Friday, 10:00am to 19:00pm Hong Kong. Shipping and handling charges are non-refundable.
Products bought on our website cannot be exchanged. If you ordered a product that does not satisfy you,
we ask you to return it at your own cost. Only the amount of the product(s) will be refunded.
We suggest you to contact our customer service as soon as possible. A fast and efficient solution will be
found. Out of stock products are advised per e-mail. Please check your mailbox to ensure that you did not
receive any e-mail from us concerning a stock runout.
PRODUCT INFORMATION
All Or Tea? teas are gluten-free.
We source our teas from a number of different origins across the globe, including Germany, France, China,
but the specific estates are a secret! All the teas we source, we keep check the quality to ensure they are
just right before they are packed for their journey on to our customers.
We use biodegradable sachets bag for our sachet packing, but unfortunately it has not been possible to
achieve this for all the packaging components across our range.