Shipping policy

Shipping Policy

Processing Time
We dispatch orders within 1-2 business days from our locations in Switzerland and France.

Delivery Time
Our team is committed to ensuring your orders reach you in a timely manner. We aim to dispatch your order within 1-2 business days of purchase confirmation. Please note that delivery times may vary based on your location and the courier service used.

Shipping Regions & Rates
We currently ship to Switzerland, the European Union, and select international destinations. Shipping rates are calculated at checkout based on your delivery address and order weight.

  • Switzerland: [1-3 business days]
  • European Union: [2-5 business days]
  • International: [3-7 business days]

International Shipping
For orders shipped outside Switzerland and the EU, please be aware that:

  • Shipping times may vary significantly based on customs processing and local courier services
  • Any local taxes, customs duties, or import fees are the responsibility of the buyer
  • Customers are solely responsible for ensuring our products comply with local laws related to purchasing, importing, possessing, and consuming tea products in their country

We recommend checking with your local customs office if you have questions about applicable duties or import regulations.

Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information so you can monitor your package's journey.

Delivery Issues

Lost or Stolen Orders:
In the rare occurrence of a lost or stolen order during transit, the following procedures will be followed:

  1. Claim with Courier: We will initiate a formal claim with the courier service used for the shipment
  2. Assessment Process: Once the courier service begins its investigation to determine the parcel's whereabouts, we will closely monitor the situation
  3. Refund or Replacement: After the courier service concludes its investigation, we will promptly issue a refund or arrange for a replacement order, based on your preference
  4. Refund Timing: Please note that a refund cannot be processed until the courier's investigation has been officially closed, which typically occurs within 10-14 business days after the claim was initially raised

Damaged or Incorrect Orders:
If you receive a damaged, incorrect, or faulty product, please contact us immediately at contact@teahuset.com with:

  • Your order number
  • Photos of the damage or incorrect item
  • A brief description of the issue

Please await instructions before returning the product. For shipping errors or damaged items on our part, we will cover return shipping costs and resolve the issue promptly.

Product Care During Shipping
We take great care in packaging all orders to ensure your matcha, tea, and ceramics arrive in perfect condition. Matcha and loose leaf tea are sealed and protected from light and moisture. Ceramics are individually wrapped with protective materials.

To preserve quality, we recommend:

  • Opening your package promptly upon delivery
  • Storing matcha in the refrigerator immediately after opening
  • Inspecting ceramics carefully upon receipt

Undeliverable Packages
If a package is returned to us as undeliverable due to an incorrect address provided at checkout, we will contact you to arrange reshipment. Additional shipping fees may apply for reshipment.

Questions?
We strive to provide you with a smooth and efficient shipping experience. Should you have any questions or concerns regarding shipping, feel free to contact us at contact@teahuset.com.

Please consult this policy for any updates or changes, and thank you for choosing Tea Huset.