Customer care

How Our Customer Service Works

To better organize our customer service, we prefer to communicate via email (info@teatower.com) or our contact form.

Our customer service colleague usually aims to respond to all emails within 3 business days. Occasionally, we experience busier periods and may fall slightly behind, but our goal is to ensure no email goes unanswered. If you haven't received a response from us within 4-5 business days, your email may have been lost or we may be experiencing a technical issue. In this case, please feel free to call us weekdays, Monday to Friday, from 10:00 AM to 12:00 PM and from 2:00 PM to 4:00 PM at +32 84 48 01 76.

Unfortunately, changes to an order in progress are not possible: when your order is being prepared, our customer service team cannot locate it among all the day's orders.

Exchanges are also not possible, but you can of course return your items (See return conditions here) and we will process your refund after receiving and verifying them. You can then simply place another order on our website if you wish.

Customer satisfaction is our priority, and we thank you for your trust.

Please feel free to contact us directly if you have a question about a product or if you need help with a current order (technical issue, for example) or one you have received (damaged package, defective product, etc.), and we will do everything we can to quickly offer you a satisfactory solution.

Alternative Dispute Resolution: In the event that our team is unable to fully satisfy you, and in accordance with Article 13 of the French Consumer Code, we offer alternative dispute resolution services.

Pursuant to Article 14 of EU Regulation 524/2013 of 21/05/2013, we inform you that the European Commission provides consumers with an online dispute resolution platform. See you soon and thank you for your trust! Your Teatower Team Documentation: According to Article 14 of EU Regulation 524/2013 of 21/05/2013, In accordance with Article VI.45, §1, 8° of the Belgian Code of Economic Law (CDE), we provide you with a link to a template withdrawal form.

However, it is not mandatory to send us this form for your return requests.

We do, however, ask you to include our return form with your package.

All relevant information can be found on our returns policy page.