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FAQ

Do you ship to my country?

We ship orders both within Finland and internationally. For international customers you need to check by yourself whether the shipment would involve any custom fees in your own countries and be fully responsible for it.

How can I return or exchange a product?

Yes, customers have a right to return or exchange a product within 14 days of delivery. This returns policy does not extend to products, which are produced or altered according to the customer’s wishes. The customer has a right to return an item if:
1. The order has been cancelled according to the terms and conditions by notifying TeaEmperor within 14 days of delivery,
2. The item has not been used,
3. The item is in the condition that the customer received it in and all the parts of the product are included in the package,
4. The item has been repackaged into its original package or an equivalent.

The item must be returned immediately after cancellation.

If you return or exchange an item, you are responsible for the risk of damages.

A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged during the first shipping.

What payment methods does Tea Emperor accept?

Currently we accept only Paypal payment online. You can also use your credit card with paypal. We also accept direct bank transfer. Please contact us for further details if you prefer transfer payment via bank:

Tea Emperor Customer Service:

emperor (at) teaemperor (dot) com or call our Customer Service at +358 45 235 6989, Mon – Sun 10:00 a.m. – 4:00 p.m. (GMT +3).

What are my delivery options and how much do they cost?

We use Finnish Post (Itella Oy) for all the deliveries. All orders are delivered to the delivery address.

The delivery cost varies based on the delivery countries. Please proceed with the shopping and upon checking out, the delivery cost will be added automatically depending on your desired delivery destination. The list product price always include VAT, however if you live in countries outside EU, it is possible that VAT will be automatically deducted during your check out process.

In short, before you complete the order, you will see the total price including the calculation of VAT and delivery costs.

How soon can I get my order and how much will it cost?

We usually ship the orders between 2-5 business days, however it can take bit longer depending on the item’s availability. After the order is shipped it can take 1-2 weeks before it arrives the destination, depending on the delivery destination. If you need an urgent order, please contact our customer service.

Is there any extra costs (taxes, duties, customs etc.) that I have to pay in addition to the prices shown on your webshop?

All the prices displayed on our online shop include VAT. However customers who live outside some EU countries should take care of the possible custom cost by yourself. For customers who live outside of some EU countries, the VAT price will be deducted from the list price before you complete your orders (meaning, you will get cheaper price than the list price!)

What if an item is damaged when I receive it?

If you have opened the package before finding the item damaged, please notify Tea Emperor Customer Service immediately. When you are returning items, you will be responsible for the risk of damages.

Can I track my order?

If you are a registered customer, you can browse your orders and track the delivery of items by logging into the system using your password. Click “Log In”.

If you are not a registered customer, you can track your order through our Customer Service. Be prepared to issue us with the full information for your order. This ensures faster service.

Is the information I give you secure? Is your web site secure?

All customer information records will be secured both within the Internet as well as outside it.

Payment always takes place in the online billing service (paypal) and server of your bank. We therefore receive no information regarding payment such as credit card numbers, bank account details etc.

All information stored outside the online service is also subject to due care. The supplied information will only be processed by Tea Emperor Customer Service processing deliveries, billing, transportation and customer care. Our customer database is secured by personal user logins and passwords.

If you prefer not to order online, you can place your order by phone: Please call our customer service.

I have a registered company in EU country with valid VAT number. How can I get VAT deducted from my order?

If you make a purchase to your company that has a valid VAT number you are entitled to buy the products as ”Intra-community supply” and have the VAT deducted. In this case please contact our customer service to proceed with your order.

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