Frequently Asked Questions – Teatower FAQ

🌿 Our teas & product advice

At what temperature should I brew my tea?

Every tea has its ideal window. Green and white teas flourish between 70 and 80°C — boiling water scorches them and creates bitterness. Black teas and rooibos prefer 95–100°C. Oolongs sit between 85 and 95°C. The precise setting is indicated on each product page.

→ Find out more: Complete brewing guide — table by tea type

Does tea contain as much caffeine as coffee?

Tea contains caffeine — released gradually thanks to its polyphenols. A black tea: 40–70 mg per cup, compared to 80–120 mg for a coffee. Rooibos and herbal infusions are naturally caffeine-free: perfect for evenings, pregnancy, or children.

→ Find out more: Caffeine and caffeine-free teas — the complete guide

→ Find out more: Rooibos: the caffeine-free tea with the character of a great

→ Find out more: Matcha vs Coffee: the showdown in 5 rounds

How should I store my tea to preserve all its aromas?

Three enemies: light, moisture, and strong odours. Store in an airtight metal tin, away from sunlight. A loose-leaf tea keeps for 18 to 24 months. Avoid the fridge — condensation is fatal.

→ Find out more: How to store your tea properly — the complete guide

Are the flavourings in your teas natural?

At Teatower, we work exclusively with natural flavourings and real botanical ingredients — dried fruits, flowers, whole spices. The aim is to enhance a quality tea, never to mask it.

→ Find out more: Natural vs artificial flavourings — our commitment in detail

Can I brew my tea more than once?

Yes — particularly with quality oolongs, white teas, and green teas. Reduce the steeping time by 30 seconds and add an extra gram with each successive infusion. Black teas and rooibos: one generous infusion is the rule.

→ Find out more: Brewing and re-brewing guide by tea type

I need information about a product. What can I do?

Our product pages are written by passionate tea lovers who know every single reference: tasting notes, temperature, benefits, pairings. For personalised advice, our team replies by email within 48 hours — or simply come and visit us in store.

→ Find out more: Not sure what to choose? Find your perfect tea

→ Find out more: Green tea: benefits, preparation and common mistakes to avoid

→ Find out more: How to prepare the perfect matcha — the complete guide

→ Find out more: Which tea is best for a good night's sleep?

Can I get samples?

We don't offer samples online — because tea is something to be experienced, not merely read about. In each of our shops (Waterloo, Namur, Liège), our teams invite you to taste before you buy, free of charge and with no obligation.

→ Find out more: What awaits you in our Teatower shops

→ Shop addresses and opening hours

🏪 Our shops

Where are your shops and what are your opening hours?

Three shops in Belgium: Waterloo, Namur and Liège — and Rocourt coming soon. Addresses, opening hours and directions on our Shops page →

→ Find out more: Who we are — the Teatower story

Is a product I've seen online available in store?

The vast majority of our collection is available in store, but stock levels vary. Contact your nearest shop before your visit — our teams are always happy to check for you.

Can I order online and collect in store (click & collect)?

Warehouse collection is available across Belgium. For in-store collection, please get in touch with us.

Do you offer workshops?

Yes — and it's one of our most popular experiences. Led by Hugues, our tea expert. Intimate format: 8 to 12 people maximum. Places go quickly.

→ View upcoming available workshops

→ Find out more: The Teatower experience in store and at our workshops

📦 Returns & exchanges

How do I return an item?

You have 90 days to return an unused item. A contribution of €5.50 (Belgium) / €7 (other countries) will be deducted from your refund. Do not affix the label directly to the original packaging — please use a suitable outer box.

→ Find out more: The complete how-to guide — delivery, returns and exchanges

Can I return an item directly in store?

Yes. Simply bring the item to one of our shops (Waterloo, Namur or Liège) along with your order confirmation. In-store returns are free of charge, no parcel required, and leave no carbon footprint.

Why are returns not free?

We have chosen a responsible model: every parcel has a real carbon footprint. By contributing €5.50, you are actively supporting our commitment. If you have any doubts about a product before purchasing, our team is happy to answer by email — before you place your order.

→ Find out more: Our environmental commitments — beyond the packaging

I'd like to make an exchange. How do I go about it?

Online: refund only — please then place a new order for the item you'd like. In store: exchange possible subject to availability.

→ Find out more: Everything about returns and exchanges

I've received a damaged or incorrect item. What should I do?

Contact our customer service team within 14 days. Return at our expense.

An item is missing from my parcel. What should I do?

First check among the packaging materials. If the item is indeed missing → customer service.

My parcel arrived damaged. What should I do?

Open the parcel, check the contents, then contact our customer service team. We will resend any damaged items.

🚚 Orders & delivery

What are your delivery times?

Processing: 1 to 2 working days. Delivery: Belgium 1–3 days, France/NL/LUX 5–10 working days.

→ Find out more: Everything on delivery, tracking and returns

How do I qualify for free delivery?

Free delivery on orders of €59 or more. One combined order is always better than several smaller ones — for your wallet and for the environment.

How can I track my order?

Automatic emails at every stage. A tracking link is sent when your order is dispatched, and also available under My Account / My Orders / Details. Please save info@teatower.com to your contacts.

My parcel still hasn't arrived. What's happening?

Please check your tracking link. No update for 5 working days → customer service.

I'd like to collect my order from your warehouse.

Available for Belgium only. Please contact our customer service team to arrange a suitable time.

💳 Payment

What payment methods do you accept?

All available methods are listed on our Payment page.

My order has a payment error. Why?

This may be due to an authentication error, insufficient funds, or a technical issue. Please retry from My Account / My Orders.

→ Find out more: Ordering with Teatower — payment, tracking, customer account

I've paid by bank transfer but my order is still pending. Why?

Bank transfers can take up to 5 days. We check payments every afternoon. Still pending after 7 days → customer service.

I have a promo code but it's not working. Why?

The code may be: already used, non-combinable with other offers, personalised, or expired.
Important: our promo codes are never published on our website or on third-party sites. They are sent exclusively by email to our newsletter subscribers. If you're not receiving them, you're not yet on the list — and you're missing out on real benefits.

→ Find out more: Becoming a subscriber — the exclusive benefits reserved for our customers

→ Find out more: Promo codes, payment and customer account — complete FAQ

👤 My account & loyalty

I haven't received my order confirmation. Why?

Please check your spam folder (add info@teatower.com to your contacts), verify your email address in My Account, and check My Account / My Orders. If you've been charged but there's no trace of an order → customer service.

→ Find out more: Everything about orders, confirmations and tracking

I've forgotten my password. What should I do?

On the login page, click "Forgot your password?" and enter your email address. Please also check your spam folder.

Is there a loyalty programme?

Yes. Exclusive codes for newsletter subscribers (never published on the website), priority access to new products and workshops, a loyalty card in store, and coming soon — the TowerFriends app to accumulate rewards on all your purchases.

→ Find out more: The Teatower loyalty programme — everything you stand to gain

⭐ Reviews & trade terms

I'd like to leave a review about a product or my shopping experience.

Ten days after dispatch, you'll receive an email from Avis Vérifiés. All reviews — positive and negative — are published publicly; we do not influence this process. If you purchased in store, you're also welcome to leave us a Google review on your shop's listing. Every review matters.

Do you offer special terms for trade customers?

Yes — for restaurants, hotels, offices, and resellers. Please contact our customer service team with details of your business. Our team will assess your eligibility.

→ Find out more: Trade terms and B2B account

🛠️ Technical support

I'm experiencing a technical issue on your website. What should I do?

Clear your browser's cache and cookies and try again. If the problem persists, please contact our customer service team, attaching a screenshot and the name of the browser you're using.