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Orders

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  • 1. I did not receive my order confirmation email.
    • It is possible the mail has gone to your Spam Folder. If you have still not received the email,
      please write to us at customercare@theteashelf.com with your complete orderand contact details.
  • 2. How do I know that my order has been confirmed?
    • You will get an order confirmation email with all order and shipping details.
  • 3. Can my order be modified after it has been placed?
    • Yes, your order can be modified if it has not dispatched our facility for shipping, and a refund of the same amount will be made.
      If the order has been dispatched, no refund of money will be made. It can be modified against a voucher of the same amount.
      The previously ordered quantity of tea should be returned to us. The quantity returned should not be reduced by more than 10gms of the quantity of tea ordered (eg: if 100gm tea was ordered, at least 90gm of tea should be returned).
      The shipping expense for the returned product needs to be borne by the customer.
  • 4. When is my credit card charged?
    • After checkout, the customer will go to the payment gateway page where he will fill his card details. Post that he will go to the secured page where he will be asked to fill the 3D secured password. Once he does that, Congratulations notification will be shown to him for the successful payment.
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Cancellations & Orders

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  • 1. Can I cancel my order?
    • Yes, your order can be cancelled if it has not dispatched our facility for shipping, and a refund of the same amount will be made.
      If the order has been dispatched, no refund of money will be made. It can be cancelled against a voucher of the same amount.
      The ordered quantity of tea should be returned to us. The quantity returned should not be reduced by more than 10gms of the quantity of tea ordered (eg: if 100gm tea was ordered, at least 90gm of tea should be returned).
      The shipping expense for the returned product needs to be borne by the customer.
  • 2. How do I cancel my order?
    • Please log into your account and submit a request for cancellation, or send us an email on customercare@theteashelf.com
  • 3. How do you refund my money?
    • Your money will be refunded in the same account from which the payment was made
      and will reflect in your account statement.
  • 4. How long does it take to receive my refund?
    • It takes upto 14 working days to make the refund to your account.
  • 5. Can I return the order if I am unhappy with the tea?
    • Yes, the order can be returned against a voucher of the same amount.
      The quantity of tea returned should not be reduced by more than 10gms of the quantity of tea ordered (eg: if 100gm tea was ordered, at least 90gm of tea should be returned).
      The shipping expense for the returned product needs to be borne by the customer. No refund of money will be made.
  • 6. Who pays for shipping if I send the item back?
    • The customer is liable to pay for the shipping for a product being returned.
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Shipping

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  • 1. How long does it take for delivery?
    • Depending on the shipping method and destination, domestic shipments take between
      2-3working days and international shipments take between 3-5 working days. Working days excludes all holidays and weekends.
  • 2. Can I have my stuff delivered on a particular day?
    • Unfortunately, we are not offering this service yet. However, you will receive a call
      before the delivery goes out, and can coordinate with the delivery person for the most suitable time.
  • 3. How much do I have to pay for delivery?
    • The delivery charges vary from place to place. Please refer to our shipping page for
      further details.
  • 4.Can I open the COD parcel before making the payment?
    • No, the parcel cannot be opened before the payment is made. You need to make the
      payment and receive the parcel, after which it can be opened.
  • 5. How can I track my order?
    • After placing your order, you will get an order ID with shipping and tracking details.
      These can be tracked through your account dashboard for our account holders, or
      through the Track Order section in Customer Service for all customers.
  • 6. Can I return the order back to the courier agent and take my money?
    • No. The order needs to be paid for and received. To return the order, please check
      Cancellation & Returns.
  • 7. My items have not arrived! What can I do?
    • Please track your order through the tracking ID received in your email. For any reason if you feel the shipment is delayed than expected,
      do write to us or call us and we will be happy to help.
  • 8. Who are the delivery partners of The Tea Shelf?
    • We have tied up with a number of delivery partners for our international and domestic shipments.
      These include DHL, Aramex, EMS, World Net Express.
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Account

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  • 1. How do I update details on my account?
    • Please sign in to your account and click on Edit details in the Account Information section.
  • 2. Do I need an account to buy tea?
    • No. You can make a purchase as a guest user as well. However, creating an account helps in faster checkouts,
      ability to save multiple addresses, and to receive constant updates of our products and offers.
  • 3. I can’t remember my password. How can I reset it?
    • Please go to My Account section and click on Forgot Your Password,
      which will guide you through the password recovery process.
  • 4. I need assistance with my order. Whom do I contact?
    • Please refer to our Contact Us page. Do leave a message, call us or send an email and we
      will get in touch with you.
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Pricing and Taxes

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  • 1. Does your price include tax?
    • No. Our prices are exclusive of taxes. Any taxes to be charged will be shown during checkout.
  • 2. Why is VAT being collected on my order?
    • VAT is a state levied tax which needs to be borne by the consumer as per Indian Laws & Regulations. VAT is applicable only for domestic orders.
  • 3. If I cancel my order, is the VAT amount charged refunded to me?
    • Yes, the VAT amount will be refunded if an order is cancelled.
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Packaging

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  • How are the teas packed?
    • All teas are vacuum packed to retain complete freshness.
      It is furthered packed in a pouch and box to reach you safe and secure.
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