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FAQ'S

I have paid for the order but have not received the confirmation email, what do I do? +

Your order payments are confirmed on-screen as well as by an order confirmation email. Leave a few minutes after payment and check your inbox and spam folder for your order confirmation. If you encounter any error message on-screen or did not receive an order confirmation, please contact us at sales@stassentea.com before attempting a new order. If you have already placed multiple orders and wish to cancel, please contact us at sales@stassentea.com within 24 hours of placing the order. Please add sales@stassentea.com to your spam filter whitelist.

Once I have placed my order, can I amend/change items? +

Please note that once you have progressed through the payment webpage or received your order confirmation you are unable to amend products on your order.

I have given the wrong address, how can I change it? +

If you find that you have given the wrong address details, please contact our customer services team within 24 hours via sales@stassentea.com quoting your order reference number and the address it has to be changed to.

Bulk orders for Establishments +

The prices offered are for individual consumers and if you require larger quantities of our Stassen Brand products, please contact us at sales@stassentea.com for a custom quote.

Privacy and security of your payments and credit card numbers +

When you pay for your order, the information is directly typed on to the bank’s (payment gateway) secure websites; we do not receive or retain your payment or credit card information on our website.

Invoice for Orders +

Your order confirmation contains all the necessary information for an invoice. However, if you require a special invoice for reimbursement or documentation purposes please contact us at sales@stassentea.com with your order number.

Extra Charges after initial payment (Customs duty/taxes) +

Each of the countries we ship to, have their own regulatory laws in place. Therefore, they may levy certain taxes on your purchase, and it is your responsibility to check on these prior to placing your order, as local duty/taxes imposed by the customs office will have to be borne by the customer.

My order has been damaged, what do I do? +

We make sure that items are packed securely with necessary padding and support. However, we have noticed that some boxes have been opened by local customs for inspection and have been damaged in the process. Our international courier partners are trustworthy, hence when they deliver your package to your door-step they will request for a signatory to sign and claim the parcel. If however there is no such possibility, you can also request that the package be left outside although doing so will be entirely at your own risk. If you receive any items that are damaged please contact us at sales@stassentea.com with a few pictures of the damaged items within 3 days of delivery so that we could arrange for compensation.

Special Documents for Custom/FDA Clearance +

We include FDA Prior Notification Forms for all Tea orders shipped to USA or Canada and Phytosanitary Certificates for all orders shipped to Europe and South America. Please contact us at sales@stassentea.com should you require any other documents which may help to clear your teas faster and cheaper.

Can I reuse my tea bags? +

We don’t recommend re-using your tea bags. Our tea bags are meant for a single use and will yield the proper flavour and colour when following the directions on the box.

I have another question that’s not answered in this FAQ, what do I do? +

Please email us at sales@stassentea.com if you have any further questions.

How long will it take to process my order? +

We aim to process and ship your order within 5 working days.

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