Teatower FAQ - Frequently Asked Questions

How can I return an item?

You will find all the useful information regarding the handling and cost of return packages here.

For shipping and return handling costs, a contribution of €5.50 for Belgium and €7 for other destinations is deducted from the refund for the items.

Please return unused products in the condition in which you received them. Please do not affix the return label directly to the product's original packaging, but use a suitable shipping box.

If it is a small item, please check carefully the packing paper used to stabilize the products in the box. Small items are sometimes hidden there. If the item is indeed missing from your order, contact our customer service  without delay. 

Contact our customer service department so that our team can take the necessary steps and resend the damaged products if needed.

I haven't received my order confirmation. Why?

If, however, you have been charged and cannot find any record of this order,  contact our customer service.  

  • Identification error (code)
  • Insufficient balance
  • Temporary technical error
  • Permanent technical error

    • You can try confirming and paying for your order again by going to My Account / My Orders: there, you can click on the arrow to the right of the order (details) and then on the 'Order again' button.

    How do I track my order?

    Please save our email address info@teatower.com in your safe contacts or check your spam/junk folder.

    You will receive an automated email at each stage of your order's processing.

    When your order is shipped, you will receive an email with a tracking link provided by the carrier. This tracking link will also be available in your customer account: My Account / My Orders / Details. On your order details page, you can scroll to the bottom of the page where you will find the carrier details with your tracking number. My package has still not been delivered. What's happening?

    The carrier may sometimes experience delays. Before contacting our customer service, please check your tracking link.

    contact our customer service immediately  so our team can take over and do what's necessary in case of a lost package, for example.

    I forgot my password to access my customer account.

    What to do?

    On the login page, you will find the message "Forgot your password?". Simply click on this message and enter your email address to receive a password reset email.

    Please check your spam/junk mail folder.

    I need information about a product.

    What can I do?

    You will find all the useful information on the product page that interests you. Additional information may be found in the tabs at the bottom of the page. If, however, you are missing any information necessary for your purchase decision, do not hesitate to contact our customer service.

  • due to human error (error in handling your ticket)
  • because we already replied to you, but our response ended up in your spam folder. To avoid this, please add our email address info@teatower.com  to your contacts and check your spam/junk mail folder.

  • Mention of your personal details (first name, last name) in your review
  • Obscene language
  • Product not yet used

    • Can I get samples?

    No. You can visit our stores to taste our featured teas.

  • Belgium: 1 to 3 business days (excluding weekends and public holidays)
  • France, Netherlands, and Luxembourg: 5 to 10 business days (excluding weekends and public holidays)

    •  here.

    How do I get free delivery?

    We offer free delivery on orders over €59.

    I would like to pick up my order at your warehouse.

    Is it possible? Yes, it is possible. We are located in Belgium, so this option is not available to our customers in other countries. Do you offer special conditions for professionals? Yes. Thank you for contacting our customer service so that our team can present these conditions to you and assess your eligibility to become a PRO customer. I'm experiencing a technical issue (bug) on ​​your site. What can I do? This may be a temporary bug. Please clear your browser's cache and cookies and try again. If the problem persists, you can contact our customer service to explain the issue. Please attach a screenshot and mention the browser you are using. What payment methods are available? You can find the available payment methods here. data-mce-style="font-weight: 400;"> 

    I found/obtained a promo code but it doesn't work. Why?

    If you received a promo code by email and it doesn't work, there could be several reasons:

    • The promo code has already been used.
    • The promo code cannot be combined with other codes, and you already have another active code in your cart.
    • The promo code is personal and you must be logged into your customer account for it to work.
    • The promo code you received has expired.