Returns, Problems & Cancellations
Contact us promptly. We review each problem fairly and confirm the available solution with you.
Before fulfilment
You may ask to change or cancel an order before it is dispatched or prepared for pickup. A submitted order request is not a charge. If payment has already been completed, contact us immediately so we can check whether fulfilment can still be stopped.
Tea and other food products
For hygiene and food-safety reasons, opened tea and other consumable products normally cannot be returned because of a change of mind or taste preference. This does not limit help for an incorrect, missing, damaged or materially defective item.
Wrong, missing or damaged orders
Contact us as soon as practical after delivery. Keep the product and packaging and send clear photos of the parcel, shipping label and affected item. After review, the appropriate solution may be a replacement, missing-item delivery or refund.
Teaware
Handmade glaze, colour and shape naturally vary. Damage in transit is different from normal handmade variation. Please report transit damage promptly with photos before using the item.