Frequently Asked Questions


Our shipping partners

We assign EMS, DHL and Fetchr as our couriers, depends on your destination. 

Delays

The delivery of your products may be delayed or prevented occasionally for reasons beyond our control. However, we will still make every effort to keep you informed of the situation, but will in no way be liable to you in respect of the delay. We will not ship your product until the payment has been made for your order. 

Estimated delivery times are provided by the appointed carriers, unfortunately, it falls out of our controlling process. We are not responsible for any delays caused by your destination customs clearance and the fee. 

Standard Shipping

To Germany: from 2 to 5 working days
To EU-zone: from 4 to 7 working days
To UAE: from 1 to 3 working days
To the Middle East: from 2 to 5 working days

Express shipping takes around 3 working days. 

Contact us if you have detailed information.

Customs

Custom duty

The customs clearance in some European countries is more strict than others if your parcel is seized at your destination customs. Unfortunately, we are not liable for this incurred fee. 

We take great care to ensure that your item(s) will be received in perfect condition, however, despite our best efforts, we recognise that things can occasionally go wrong, e.g. broken product(s). In the case that the product is received and is broken please contact us straight away at contact@youandtea.club or whatsapp us so that we can help you.

As tea is regulated as “agricultural products” we are unable to accept the return of such products.

Return Policy

Returns will only be accepted with valid reason approved by You & Tea Living Ltd.

We may, at our discretion, refund or exchange if you change your mind. However, the original items must be returned unopened with the original packaging intact in the good condition. The shipping costs are non­refundable.

The tea is regulated as the agricultural products which can not be resale or reproduced, therefore, it is not possible to return. However, if there is any dissatisfaction with product quality, please contact us and return the opened product for our examination and further improvement.

We will assume all shipping costs for the return of products that are faulty or damaged in transit. In all other cases, the customer will pay the return postage fees. However, we will give you a voucher for your next purchase to compensate the cost of payments.

The returns must be made by your local post office, and we strongly recommend that you obtain proof of mailing or receipt and send it to us.

Process the return

We are sorry that you have to go through this. To proceed your return, please contact us and fill out the customer return form. We will get back to you within 3 working days.

For your satisfaction, we offer a replacement OR the refund within 30 days of the date of your purchase. The refund will be provided only if the replacement is not possible to offer.

Please keep your order number and the original packaging for us to further examine and improvements.

Single estate tea

All our products are grown, produced and manufactured in Taiwan and China (most of the teawares). We are doing our best to give you the transparency of our supply chain, from tea garden, harvest seasons, manufacturing location to the tea cultivar. Because we are also the consumers, everyone has the right to know what you get and why you are paying.

Material and craftsmanship

In the capitalist world, it’s difficult to find the product with the real best price value. As the consumers, the money we saved must come from somewhere, either from the source, the labors, the carriers or even our environment. The quality of tea is highly depending on the craftsmanship of tea makers and the body of the raw materials. There’s one good example: Let’s say you are a great cook. The food you prepare would taste even better with high-quality ingredients, right?

Materials


We don’t want to cover up the fine taste of artisan tea by blending different types of tea cultivar and artificial fragrance just for cost down. All of our tea is from the local suppliers who are also the members of the council of agriculture in Taiwan. 

Special branch: Check our Sweet Rock and Crown Amber

Craftsmanship

Tea making requires years of practical experience and knowledge from older generations.

Not only the support from the government, our partnered suppliers are also diligent “tea students”. Why? Each season, they participate in different tea contests and collaborate with the lab in national universities for quantitative quality assurance. 

Tea from the 3rd generation: Check our Eastern glamour and Mature love


All the fragile products will be carefully wrapped before sending to your doorstep. We sincerely hope every customer can have a great shopping experience with us. You can read our Terms & Conditions for more details.

We accept this list of damaged item:

  • Broken packaging of the tea.
  • Broken teawares.

How to solve this?

(1) Please take photos of the broken products and our original packaging.
(2) Send the photos within 48 hours so that we can identify the issue. Either use our contact form or whatsapp us.
(3) We will contact you for the next step.

You have the right to cancel your order.
Please read "Cancellation" under our Term & Conditions and contact us within 48 hours from the time of your purchase.

Cancellation 

For our customers in Europe and in the Middle East:
Under the EU Directive 97/7/EC on consumer protection in the context of distance sales contracts (the “Directive”) as implemented in your country, you have the right to cancel your contract with us within 14 working days on the date which you ordered the products.

The cancellation of the service and sales contract could only be initiated when there’s any irrevocable damage and with valid reason approved by You & Tea Living Ltd.

Please contact us for the required assistance if you have any dissatisfaction with our products. We will be more than happy to assist you.

Termination

Upon termination, your right to use the Service will immediately cease. If you wish to terminate your account, you may simply discontinue using the Service. All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

© You & Tea. All Rights Reserved

We ship all our products from Germany and Taiwan, but don’t worry about the crazy international shipping cost, we charge a flat rate. 

CountryStandard ShippingExpress ShippingFree Shipping
Germany2.79 EUR12 EUR35 EUR
EU-zone6 EURX - Not supported60 EUR
UAE18 AED35 AED200 AED
Middle East30 AED65 AED350 AED

Important notice: 

  • The shipping rate might not be an integer in UAE dirham.  
  • We kindly ask that please DO NOT provide us with a Post Office Box address, or to the address which doesn’t show your name on the doorbell. There’s a high chance that might cause misdelivery.
  • It is possible to send to your workplace or the residential building (in UAE), where someone is available to receive for you. Please noted the detailed information during your checkout if you choose these methods.

Standard shipping time

  • To Germany: from 2 to 5 working days
  • To EU-zone: from 4 to 7 working days
  • To the Middle East: from 2 to 5 working days