FREE Sweet Love Miniature for purchases above $80

FAQ

Products

How much loose tea should you add to each teapot?

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

 

How many tea cups does a 4.4 oz. tin make?

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

 

Are your Products gluten free?

All of our teas are gluten free.

Connection

How can I change my personal information?

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

 

I forgot my login or my password, how can I get it back?

From your Login space, you can get your password back by clicking on the link "Forgot your password?".
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.

 

Do I have to create an account if I want to place an order?

Yes, you will need to create an account to place an order. This will allow you to review your orders or save different delivery addresses.

 

How do I create an account on the Kusmi Tea website?

Just click on "Login" on the upper right side of the homepage, then click on “Create an account” and fulfil the fields. It only takes a few minutes.

Data confidentiality

By registering, will you pass my details on to any other companies?

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.

 

How secure is your website?

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

How to place an order on your website?

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

 

I want my parcel to be sent as a gift.

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

What is the delivery time?

Orders are prepared and shipped within 3 to 4 working days. Parcels are shipped through Delex.

 

Where do you deliver to?

We deliver to all addresses in Singapore, with the exception of P.O. Boxes.

Singapore: All island

 

How can I change my delivery address?

You can enter the delivery address in the Customer Information page while checking out. By default it will show the address you entered if you shopped with us before. You can, of course, save several shipping addresses in your account information.

 

What can I do if I notice that I made a mistake in my address after having confirmed my order?

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 eshop.sg@bluebellgroup.com, our customer 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.

 

My order is not arrived yet. The parcel seems to be lost.

When your order has been dispatched, you will receive an email containing your tracking number. If you have not received your tracking number, please contact our Customer Services.

 

What is the shipping cost for my order?

We offer free standard delivery service for any order above SGD$80.

Payments

 

What can I do if the payment of my order with my credit card is refused?

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.

 

I have a coupon code, how to use it?

Coupon codes are only valid on our website (not in our stores) and several codes cannot 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 "Discount".

Our Products

The boxes containing 50 muslin teabags are more expensive than the ones with 20 teabags - why?

The muslin teabags packed by 50 are wrapped individually, you can carry them with you for use in the office for example. The teabags packed by 20 are not wrapped individually and therefore less expensive.

 

Does Japanese tea represent any risk of radioactivity?

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.

 

Are aroma used in your teas natural or synthetic?

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

 

Does Kusmi Tea sell organic blends?

Yes, one blend of our range is organic: Darjeeling n° 37.

 

I would like to taste one particular tea, is it possible to choose from the free samples?

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

When will my order be processed?

Five steps are necessary to validate your order: you have to confirm your cart (clicking on "cart"), 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.

 

How can I modify or cancel my order?

In order to ensure the best delivery time to our customers, your order is processed as soon as possible by our order picking department.
For different logistical reasons we can't modify an order once it is placed on our website.

 

How can I check the status of my order?

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 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 "My Account".

 

How can I get a copy of my invoice?

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

Returns and refunds

I want to return my order, how can I proceed?

According to the Singaporean 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 metal tins…), please put them in their original packaging and protect them in order to avoid any 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 form.

 

What is the processing time for a returned order?

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

 

How will my refund be operated?

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.

 

The parcel I received does not match with my order. What can I do?

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

 

Is it possible to change a product?

Products bought 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.

 

Are shipping cost refunded if I return my order?

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

 

I bought a product in one of your shops (or retailer) but I am not satisfied. What can I do?

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