Shipping & Returns

Thank you for shopping at Sereintea. If you are not entirely satisfied with your purchase, we’re here to help.

Teaware is fragile. We are committed to safe, yet traditional, packaging and all items purchased will be wrapped well. 

Some of our products are classed as fragile materials. In order to be able to ship these items, we had to undertake a lot of training on packing and shipping these goods to avoid damaging the products during shipping. We are happy to announce that we can ship our products to most countries in the world. 

Shipping

Sereintea offers FREE SHIPPING on all orders. 

The estimated shipping time is 10-21 days depending on the supplier’s and the customer’s location.

A tracking number is provided once the product has been shipped so that the customer may know their order’s status at all time.

IMPORTANT NOTE : Typically shipments arrive within 10-21 days but please allow up to 30 days depending on the custom situation in your country. Unfortunately, since we have no control over customs, we can’t guarantee the delivery date. In addition, we are not responsible for any duty/import taxes/customs charges you may incur.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase, and may be asked to send photos.

You will be responsible for paying for your own shipping costs for returning your item.

To start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at [email protected].

Order Cancellations

We accept order cancellations up to 12 hours after purchase. Your order will be cancelled and refunded to your original form of payment. After 12 hours, all order items are immediately moved to production and in-stock styles are processed for shipment. Thereafter, we are not able to issue refunds/cancellations of any kind. 

Please note that we will not be able to cancel an order if the order was already shipped.Once it has been shipped, you will have to follow the regular returns procedure.

Buyer Responsibility

Buyers are responsible for receiving parcels from the logistics partner. We are not responsible for missed deliveries or lost parcels post-delivery. 

If the courier’s tracking information indicates the parcel was delivered, we will not send a replacement if you claim it has not been received. Depending on the courier and shipping service selected, it is the buyer’s responsibility to 1) submit a missing mail form, 2) visit their local post office to inquire, or 3) file an insurance claim.

Return and Refund Guidelines

Your satisfaction is our top priority. To make returns and refunds as simple and transparent as possible, we’ve outlined the reasons we can and cannot accept returns below. These guidelines help us ensure you always receive the highest quality products.

Acceptable Return/Refund Reasons:

1. Damaged or Defective Items:

• Tea ware or Gift Sets arrive broken or damaged.
• Tea Tins are dented, or tea pouches are torn, affecting product quality.

2. Incorrect or Missing Items:

• Wrong tea, quantity, tea ware, or gift set received.
• Missing components in a gift set order.

Note: Photos of the issue are required for all return or refund requests.

Non-Eligible Return/Refund Reasons:

1. Opened or Used Products:

• Tea packages that have been opened or partially used.
• Tea ware showing signs of use.

2. Subjective Preferences:

• Claims such as “not strong enough,” “too strong,” or “not to my taste,” unless there’s a documented quality issue.
• Dissatisfaction based on personal taste expectations (e.g., different flavor notes).
• Dissatisfaction with tea ware based on subjective preferences such as color or style, especially when these features are clearly indicated on the product listing.

3. Change of Mind:

• Returns due to “I don’t want it anymore” or ordering the wrong item, unless addressed with us before shipping.

4. Improper Use:

• Damage caused by not following product care instructions (e.g., dishwashing hand-wash-only items, or storing products in unsuitable conditions like high moisture, extreme temperatures, or strong odors).

5. Natural Wear and Tear (Tea ware):

• Minor scratches, small marks, or normal wear from regular use.
• Tarnishing or aging of natural materials over time.

6. Late Requests:

• Claims submitted after the return window has passed (e.g., 30 days from delivery)

Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food and tea) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

We only replace items if they are originally defective or damaged.If you have received defective, incorrect and / or damaged goods, please contact us within 48 hours (2 days) of receiving your order. Remember to include your order number, photographs of the items and all references related to receiving your package and, in accordance with our money back guarantee, we will do our best to resolve the issue as soon as possible!

Please note* for all damaged orders we will send a new product at our expense, otherwise you can choose between a full refund or a coupon on our website.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will notify you of the status of your refund, as soon as possible, after inspecting the item.

If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within 10 business days, depending on your card issuer’s policies. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].