ORDERING FAQ

SHIPPING

RETURNS AND WARRANTIES

PAYMENT

SPECIAL ORDER REQUESTS

CUSTOMER SERVICE

 

WHAT TYPES OF SHIPPING DO YOU OFFER AND WHAT ARE YOUR RATES?

Tea Forté Hong Kong offers delivery via SF Express within Hong Kong. Orders under HK$500 in value are charged a flat rate of HK$30 for delivery. Delivery is free of charge for orders of $500 and above. We also deliver to Macau using EMS/Speedpost. This service is charged based on the weight of the package and is calculated during check-out.

HOW QUICKLY WILL MY ORDER SHIP?

Your order will arrive at the delivery address within 3 to 5 working days, excluding Sundays and other public holidays. During peak periods such as before Christmas and Chinese New Year, please allow extra time for your order to reach its destination.

WHICH COUNTRIES DO YOU SHIP TO?

We currently deliver to addresses in Hong Kong and Macau. We may be able to ship to other countries in SE Asia or can put you in touch with a Tea Forté distributor in your country. If you are located outside of Hong Kong and Macau, please contact us at orders@tea-concepts.com for advice on shipping to your country or for local contacts. Please note that we cannot ship to addresses in Mainland China.

WHAT IS YOUR RETURNS POLICY?

We want you to be 100% satisfied with your purchase. If for any reason you are not satisfied, Tea Concepts will gladly refund your purchase of tea or accessories within 30 days of receipt.

HOW DO I RETURN A DEFECTIVE OR INCORRECT ITEM FROM MY ORDER?

If you need to return an item that is defective or not as ordered, please contact us via email (orders@tea-concepts.com) or phone (+852 2858 8973) so we can give directions for return of the item. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.

The time it will take for the refund to appear on your statement varies by card issuer or payment handler and is not within our control.

CAN I EXCHANGE AN ITEM FOR ANOTHER?

You may request an exchange of an unopened product for another of comparable value within 30 days of receipt. In this case you are responsible for shipping costs and for arranging delivery to us. Please contact us in advance to ensure that we agree to the exchange.

WHAT WARRANTIES DO YOU PROVIDE

All Tea Forté accessories carry a limited one year warranty on manufacturer defects. Proof of purchase must be provided documenting purchase is within time-frame to receive replacement. Please retain the purchase receipt for your records.

WHAT ARE YOUR ACCEPTED PAYMENT METHODS?

You may pay for your order using Visa and MasterCard or via PayPal. PayPal can accept a wider range of Credit Cards if you carry another type of card. All transactions are in Hong Kong Dollars.

IS ORDERING ON YOUR SITE SECURE?

Absolutely. We use industry standard SSL encryption to ensure your payment information is kept confidential. For more information please refer to our privacy policy.

CAN I SEND MY ORDER AS A GIFT?

Of course! Tea Forté is a popular gift item that is always welcomed. Just enter the recipients address details on the first ordering page.

DO YOU OFFER GIFT WRAPPING?

Unfortunately we do not currently offer gift wrapping although Tea Forté items are beautifully packaged in any case. However we can attach your message to the lucky recipient. Please email us as soon as possible after receiving your order confirmation to give us the message you would like included on your order.

CAN TEA FORTÉ PRODUCTS BE PERSONALIZED?

We do not offer private labelling for Tea Forté products.

CAN I DELIVER ONE ORDER TO MULTIPLE LOCATIONS?

Sorry, not at this time. You will have to place a different order for each delivery location.

WHAT ARE YOUR CUSTOMER SERVICE HOURS OF OPERATION?

Our customer service staff are available for e-mail and phone assistance Monday – Friday, from 9:00am to 6:00pm HKT, excluding public holidays. Please call +852 2858 8973 or email orders@tea-concepts.com for assistance.

CAN I PURCHASE TEA FORTÉ IN A SHOP?

We sell Tea Forté products to many retail outlets in Hong Kong and Macau Please refer to our store locator for a list of stores in your location. If you operate a retail store and would like to carry Tea Forté, please contact us at info@tea-concepts.com to get more information.