Frequently Asked Questions

We’re here to help, here are some of the top asked questions.

Shipping & Returns

How long will delivery take?
How do I track my order?

You have 2 options to track your parcel:

Have an account?

Log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information here.

I don’t have an account yet

As soon as your order has been fulfilled, you’ll receive a shipping confirmation email titled “Your order is on the way”.

You will then be able to track your order through the tracking link on the email. If you haven’t received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched.

*Please note, tracking can take around 24-48 hours to update after dispatch
Where do you ship to?
Will I need to pay customs?

All orders are currently shipped from Hong Kong and customers will not be charged customs or import fees for orders received within Hong Kong and Macau.

For all other countries, you may be subject to additional import fees upon delivery.

Refusal to pay customs

If you choose to refuse the customs fee and the parcel is returned back to us, a shipping & handling fee may be deducted from your refund.

If you’re still unsure on whether you’ll be subject to customs fees, we’d recommend contacting your local customs office for more information before placing your order.
What is your returns policy?

If you have received the incorrect items or the items you have received are faulty, please email orders@thenaturaltea.co and we will help you with that.

If you are not satisfied with the goods you have received, you can return them to us within 30 days of receipt, providing they are in original resalable condition.

Once returned you will be entitled to a full refund which will not include the cost of the return postage.

We are not able to refund or exchange items that appear to have been used, opened, or are not in original condition. If you want these returned to you, we may request that you cover the delivery cost.
Can I edit or cancel my order?

We have a very fast turn around of orders in our warehouses to ensure a quick delivery which means we cannot guarantee orders can be edited or cancelled once placed.

If you would like to edit or cancel your order please contact orders@thenaturaltea.co with the subject ‘cancel’ and your order details as soon as possible.

Product Questions

How long can I store my tea?
Green Tea: 6 months to 1 year

White Tea: Forever

Yellow Tea: 6 months to 1 year

Oolong Tea: 1 to 2 years

Black Tea: 2 to 3 years

Dark Tea: Forever

General Tips for All Types:

Storage Tips: Keep in an airtight container in a cool, dark place.

Avoid Moisture: Moisture can lead to mold.

Keep Away from Strong Odors: Tea can absorb odors from the environment.

Cool Temperature: Store in a pantry or cupboard rather than the fridge or freezer.
Can I drink tea everyday?
Do you offer Wholesale?

Yes! We do offer Wholesale for HORECA. For bulk orders, we offer competitive pricing and discounts based on order volume. The minimum order quantity for our loose-leaf teas is typically 1 catty (500g). However, we can discuss this further based on your specific needs. Contact us to get a product catalog for price and details.
Do you offer any Customisation or Private Labeling options?

Still got questions?

Contact our email support team on explore@thenaturaltea.co

WhatsApp us at +852 5725 4379