Returns & Refunds
How to request a cancellation, report an order problem, or ask for a return.
Last updated: 29 September 2026
Before dispatch
A paid order may be submitted for cancellation while it is still processing. A request is not an automatic cancellation: our team must confirm it before fulfilment advances. Open the order in My Orders to submit the request as soon as possible.
After delivery
You may submit a return request for a paid, delivered order through My Orders. Supported reasons include damage, a wrong item, missing items, or a quality concern. Include clear details and retain the goods, labels, and packaging until we respond.
Food safety and change-of-mind returns
Because tea is food, opened products normally cannot be resold. Change-of-mind requests for opened goods may therefore be declined unless the product is defective, unsafe, incorrectly supplied, or applicable law requires another remedy. Florida's general retail refund-notice statute also contains an exception for food and perishable goods. Do not consume a product that appears damaged, contaminated, or incorrectly labelled.
Review and refund
We review each request and may ask for photographs or other reasonable evidence. If a return is approved in the current online workflow, we issue a full order refund through the original Stripe payment method. Bank processing time is outside our control. We will tell you if return shipping is required and who is responsible for it before you send anything.
How to request help
Use My Orders for an order-linked request, or use the contact form. Include the order number but never send full card details.