Frequently Asked Questions
General
What Is TeaSwan ?
TeaSwan is an online teashop providing the highest quality premium teas to tea connoisseurs all around the world at competitive prices. Our understanding of the holistic properties of tea on your physiological and psychological well-being and eye for the quality of our products have helped us to grow into one of the most repeatable companies in the world of online tea wholesalers.
What selections of Tea are available?
TeaSwan’s connections with verdant tea farms across Darjeeling, Assam, North-Eastern India, Bihar, Kangra, Nepal and China allow us to boast a competitive level of flavorful tea, from premium teas to CTC (crush, tear and curl) tea. Our more traditional products include black tea, green tea, white tea, oolong tea, herbal tea, and CTC. We also cater for people who have more exotic taste buds with our wide range of flavoured teas, which includes lemon green tea, tulsi green tea, and masala chai, amongst others.
Where is the tea sourced from?
The teas we supply come directly from our connections with tea farms across Darjeeling, Assam, North-Eastern India, Bihar, Kangra, and Nepal. This allows us to ensure the quality and freshness we pass down to our customers are not only consistent but of extremely high quality every time. If you have a query about a specific tea and where it’s sourced from, please contact us at support@teaswan.com, where we can answer your questions and provide more detailed information.
Can I try a few samples before committing to a higher quantity order?
Yes. Here at TeaSwan, we have created a number of different sampler packs to provide you with an example of the other flavours within our tea collection that are perfect to buy if you aren’t sure whether you want to commit to a larger order. Please visit the following link to visit our sampler packs and find out more information here.
Do your teas contain caffeine?
TeaSwan like our products to remain as authentic as possible, so our black, green, oolong, and white teas all contain various levels of caffeine. As tea is a natural crop, it is difficult to determine exact caffeine levels, and we cannot therefore provide definitive figures.
Blending And Flavors
Can I add flavor to my tea?
Yes. TeaSwan are dedicated to helping you create your tea flavors just the way you want them. This is why we have a vast selection of rich flavorings for you to choose from, which you can then apply to most of our teas during the ordering process. We want to make sure you’re completely satisfied, though, so we haven’t stopped there. To make sure your tea is just the way you want it every time, you can also choose the strength of the flavor you choose when you order.
What flavors do you supply?
Our dedication to providing our customers with as much choice as possible means that our range of flavors increases all the time. Some of our current flavors include lemon, ginger, cardamom, rose, lavender, cinnamon and mint.
Can I add flavor to all types of tea?
No. You can add any flavor of your choosing to our black, green, white and oolong tea. At this point in time, we do not have the option to add your own flavor to the herbal teas we offer.
I want to add more than 1 flavor – I don’t see an option to do that in the product page?
When adding a product to your cart through the product pages, you can only add and specify the strength of a single flavor. If you would like to add multiple flavors to your tea, please try our “blend your own flavor” service. This allows you to create a blend that is unique and perfect for you.
What is your “blend your own flavor” service?
TeaSwan believes that tea should be personalized for every individual, allowing everyone to make choices about the ingredients that come together to create the perfect cup of tea. This is why we created our unique “Blend your own flavor” service, which allows you to create the perfect tea blend using flavors you love. This service also allows you to choose the strength of each flavor. Worried about forgetting the flavors you love? Don’t be. We’ll save your custom blend for future orders and will even share your unique blends with other customers! Why not try it now?
Can I blend CTC?
Yes! Simply use our “blend your own flavor” to create your perfect blend, where you can blend up to 5 different types of CTC teas, as well as adding your favorite flavors!
Do you use any artificial flavoring or synthetic substances in your teas?
No. Here at TeaSwan, we are dedicated towards providing you with high quality teas, and we would never add anything that had the potential to jeopardize this.
Ordering And Payment
Is it necessary to have an account to buy?
No. As long as you have a valid email that we can use to mail your order details, you are fine to proceed with your order using the guest account option. We do, however, recommend creating an account if you’d like to checkout faster the next time you order. Creating an account will also allow you to see tea recommendations personalized to your individual taste, and means you’ll receive notifications about our future deals and offers whenever they’re on.
How do I know that my order has been confirmed?
After placing an order, you will receive an email from TeaSwan confirming your order.
I did not receive my order confirmation e-mail. What do I do now?
The first thing you should do is check your spam and junk folders to make sure the email wasn’t accidentally redirected. If you are still unable to find your confirmation email, please do not hesitate before emailing us at support@teaswan.com, where our customer service team will help you resolve your issue as soon as possible. You can also use the number on our ‘contact us’ page to get in contact with us via WhatsApp.
How can I track my order(s)?
If you have an account here on TeaSwan, simply go to your account dashboard, where you will be able to check the status of your order(s). If you used the guest account to check out with, simply go to Track My Order to track your order.
Can my order be modified after it has been placed?
If your order has yet to be shipped, then you can make changes to your order by mailing support@teaswan.com.Unfortunately, we are unable to modify the order once the products have left our fulfillment center.
What if I want to change my address?
To change the address of your order, please send an email to support@teaswan.com , and we’ll assist you quickly, provided your order hasn’t already been dispatched from the fulfilment center. If the order displays as dispatched, then unfortunately, there is nothing we can do to change the address of your order.
The product I want is out of stock. Can I back order an item?
TeaSwan often rotates the teas we offer on a seasonal basis, meaning we are unlikely to have a new order of something that displays as being out of stock on our website. However, if you email support@teaswan.com , we will try our best to source the product from in-store or our warehouse if there is some available.
What Payment methods are supported?
Our integrated CCAvenue payment gateway offers many of the common payment methods, such as Netbanking, credit card, debit card, wallets, cash cards, and so on. You can also pay via PayPal if you are ordering internationally.
If you have any problem during the payment process, please contact us so that we can help to resolve the issue as soon as possible. If the problem persists, we may also offer you the option to complete payment via bank transfer in extreme circumstances.
Gift Vouchers
What are the terms and conditions associated with gift vouchers?
Gift vouchers cannot be redeemed for cash or credit, but are transferable, and cannot be used to purchase another gift voucher. They are also only redeemable for the tea, tea ware and gift boxes that are listed on Teaswan.com.
If the order exceeds the value of the gift voucher, the remaining amount will need to be paid by credit card, debit card or PayPal. Equally, if the order value is less than the total value of the gift voucher, the unused balance will remain on the card until it has been used.
TeaSwan.com is not responsible if a card has been used without the recipient’s permission. You may also only use one gift voucher per order.
How do I make a purchase using the Gift-Voucher?
All you need to do is apply the code from the gift voucher in the ‘coupon/discount’ section during the checkout process.
Does a gift voucher expire?
Yes. You have $$GIFT_CARD_DURATION$$ to spend your gift voucher before it expires.
Delivery
How much will delivery cost?
Delivery costs vary depending on the country the delivery address resides in. We offer free delivery on all our items over a certain amount. To see what this minimum is in your country, please visit our shipping page. For more detailed information, please email us at support@teaswan.com.
Do you ship internationally?
Yes. We use multiple logistics partners to deliver our products internationally. Generally, any international order over $50 will be eligible for free delivery. Please check our shipping page for more detailed information.
When will I receive my delivery?
We try and dispatch all orders received before 2PM IST Monday-Friday on the same day, excluding bank holiday’s. Orders placed after this time will generally dispatched on the next business day. You should receive your order between 3 and 10 days after placing your order, depending on the location of your delivery address. Please note that this is only a guide and doesn’t include possible custom processing time upon arrival at the destination.
How do I receive my order If I miss a delivery?
What you should do if you miss your delivery depends on the country you come from, and the way our delivery partners operate in your country. Standard procedure, however, is to provide your tracking number and ask for your shipment to be redelivered at a later date.
Cancellation And Return Policy
There is a problem with the quality of my tea. What should I do?
While TeaSwan give everything to make sure the quality of our products is as good as they can be, we understand that there is always room for improvement. If you are unhappy with the quality of the product, or the way it was packaged, please air your grievances by contacting us at support@teaswan.com. We will thoroughly investigate the situation to make sure it doesn’t happen again and offer a refund for the products purchased if necessary.
Can I cancel my order?
Yes, you can cancel your order, provided it hasn’t already been shipped. If you wish to do this, please contact us as soon as possible at support@teaswan.com and we will proceed to cancel your order. Please be aware that, as we try and dispatch orders on the same day as we receive them, we may not always be able to cancel your order as we are unable to do so after the dispatch process has started.
Can I return a product?
While we do not normally accept returns, we do occasionally make exceptions. Please email us with the reasons why you wish to return your products within 5 days of your delivery at support@teaswan.com . To view our returns policy in more detail, please check it out here.
What happens after I place a return request?
If your return request is accepted, you should receive a product pickup notification. This will include details of our delivery partner who will pick up the order, including instructions of how to successfully complete the pickup. If you are unavailable to proceed with the collection of your items, or would no longer like to return your purchase, please contact us at support@teaswan.com, where we can reschedule or cancel your pickup.
How do you refund my money?
When your refund request has been accepted, you will be given two options as to how your refund will be received. The first option is store credit, which is delivered within twelve hours of your refund being requested and allows you to spend the equivalent of your refund in our store at a later date. The second option is to have the money refunded directly to your bank account. This is a longer process and will take between five to seven days to be cleared.
What if I haven’t received my refund within the refund delivery date you’ve specified?
TeaSwan tries to manage our refunds as efficiently and quickly as possible. If you have not received your refund in the specified manner within seven days, please contact us at support@teaswan.com. We will then be able to tell you if this is an oversight on our side. If not, you might need to contact your bank for more information, which we will explain when you contact us.
Privacy
What data do you collect from me?
Here at TeaSwan, we will collect your email address, delivery address, and payment details, which go through our secure payment information to ensure complete security at all times. We will also collect cookies, which mean that you will not need to re-enter information every time you access our website. Please visit our privacy policy and terms of use for more information.
Will my email information be kept secure?
Yes. If you create an account with us, the only people who will be able to view this content are the site owners, and employees who will send your order information to your email. We will also use emails to send you our latest promotions, including deals and offers, whenever they’re live.
Do you sell data onto other companies?
No. Here at TeaSwan, we understand that retaining customers privacy is of upmost importance. For that reason, any data you enter while visiting our website will be closely guarded, and anything that we don’t need to keep will be disposed of in a secure way.