Frequently Asked Questions

list of the most frequently asked questions

Products

We recommend using 4 grams ( or 1 teaspoon) for every tea cup (10 oz.)

We recommend using 4 grams for every tea cup. The 4.4. oz. had 125 grams so you can make about 30 teacups.

All of our teas are gluten free.

Connection

Once logged into your account, you can modify your data on your account dashbord by editing your personal information.

From your Kusmi Tea space, you can get your password back by clicking on the link ""password forgotten"".
You will only have to enter your e-mail address (the one you used for your registration) and validate your request : a new password will be sent to this address.

No, you can place an order without creating an account. Just choose "direct checkout" after confirming your shopping cart. However, you won't be able to review your orders or save different delivery adresses.

Just click on "Create an account" on the upper right side of the homepage and fulfill the fields. It only takes a few minutes.

Data confidentiality

No, we will not pass your details on to other companies. Your collected details will be kept confidential by our services. It will only be used by our internal services for the processing of the orders and to inform customers about special offers, promotions and events. In accordance with the Computing and Liberties law 78-17 of 6 January 1978, each client has the right to reach, correct and object any personal data that relates to him/her.

Our website is totally secure. We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

Website's use

Just follow the buying process and the different steps. Placing an order on www.kusmitea.com is easy and fast because the layout and the process were thought to make your shopping as easy as possible.

It is really easy. Before validating your order, you will be asked if you want the order to be shipped to the billing address. If not, you have the possibility to choose a new delivery address. The parcel will be delivered with an unpriced delivery sheet.
You can also add a gift message to your order which will be printed on the delivery sheet.

Delivery

Orders are prepared and shipped within 1 to 2 working days. Parcels are shipped through Colissimo.
Delivery times for all countries we deliver are given on the ""Shipping information"" page.

The delivery address is by default the same as the billing address. When you select your billing address (step 1), you have the possibility to choose "ship to this address" or "ship to a different address". You can, of course, save several shipping addresses in your address book.

You just confirmed your order and you notice that a mistake happened when you entered your address ? Please send an e-mail as soon as possible to contact@kusmitea.com, our custormer service might still be able to make corrections to your delivery address.
Attention! If the order has already been shipped, we won't be able to correct your details any more.

A confirmation e-mail is sent to you the day of the shipment of your order.
You can follow the shipment of your order loging on your account on our website www.kusmitea.com. Just click on the order line and then ""track your order"".

The amount of the shipping cost is depending on the weight of the parcel (see our shipping information page). You will see the final shipping cost of your order once you have given your shipping address. We offer free shipping to the UK on orders of £80 and up.

Payments

We suggest two online payment methods : Credit card (Visa and Mastercard) or PayPal. These two payment methods are totally secured (see data confidentiality section).
However, if you do not have any credit card or no PayPal account, we accept wire transfer payment.
If you want to pay by wire transfer, please contact directly our customer service by email on contact@kusmitea.com, they will forward you our bank details. The order will be shippedonce the payment has been received.

After inserting your credit card number, our bank server queries your bank to validate the payment and to get the payment authorization. If your bank denies the payment, we suggest you to contact your bank directly. The status of your order indicates why the payment has been refused by Ogone (our bank server).

Coupon codes are only valid on our website (not in our stores) and several codes can not be combined (only one code per order will be accepted).
If you want to benefit from our promotion, you just need to enter your code below your cart in the field ""Enter your coupon code here"".

Our Products

Aware of the potential risk of contamination of tea culture in Japan, we took all necessary actions to protect our customers and ourselves from this risk of radiation.
No tea from Japan was imported to our warehouse since the nuclear disaster of March 2011.
we already had a very huge stock of tea before the disaster happened which will enable us to cover more than one year of sales.

We only use natural flavors for the flavoring of our teas.

Yes, three blends of our range are organic: Darjeeling n° 37, Darjeeling Arya, Rooibos bio.

For logistical reasons, it is unfortunately impossible to choose the samples. The processing time of the orders would be longer. The kinds of teas for our free samples often change in order to allow our customers to taste many different teas.

Order tracking

Five steps are necessary to validate your order : you have to confirm your cart (clicking on ""order""), give information about invoicing and delivery address, insert your payment information and finally verify your order.
Attention! The summary of your order has to be confirmed, do not forget the final validation.
A confirmation e-mail will be sent to you few minutes after the confirmation of your order.

In order to ensure the best delivery time to our customers, your order is processed immediately by our order picking department (within 24h working hours).
For different logistical reasons we can't modify an order once it is placed on our website.

After the validation of your order, you will receive several e-mails :
the first one confirms that your order is well recorded, the second one advises that your order is being processed and the third one is sent upon shipment of your order.
You can also consult your account on our website and check the status of your order by clicking on the order reference.

On your account on our website, just click on the reference of the order and then "print the invoice".

Returns and refunds

According to the French law, you have the possibility to return your parcel (or only few products) within 7 days after receiving your parcel.
Concerning breakable Products(teapots, mugs or metall tins…), please put them in their original packaging and protect them in order to avoidany damages.
Every article received damaged due to a lack of packaging will not be refunded.
to return a parcel, please print and join to the parcel the return formular.

Kusmi Tea will refund your bank account after receving the returned parcel . Once Productsare received, the processing time is up to 10 working days.

Returned Products are refunded either on your bank account (via your credit card) or on your PayPal account.
Kusmi Tea operates a secure payment system (SSL) that guarantees total confidentiality of personal information transmitted over the Internet.

We suggest you to contact our customer service as soon as possible. A fast and efficient solution will be found. Out of stock Productsare advised per e-mail. Please check your mailbox to ensure that you did not receive any e-mail from us concerning a stock runout.

Productsbought on our website cannot be exchanged. If you ordered a product that does not satisfy you, we ask you to return it at your own cost. Only the amount of the product(s) will be refunded.

Shipping costs will not be refunded unless a product is received broken, damaged or swapped with another one.

Kusmi Tea's customer service cannot handle claims concerning Productsbought within our stores or retailers.
For any unsatisfying purchase, we suggest you to contact directly the store where you bought the product(s).