Frequently Asked Questions
Explore our most commonly asked questions below.
Our Teas
How do we select our teas?
Every tea is tasted blind, without knowing where it comes from, who supplies it, or what it cost. By removing these labels, we avoid the assumptions that can influence perception.
Throughout the year, we sample hundreds of teas and continually reassess our existing range. Only those that impress us and stand out earn a place in our selection.
Are the teas organic?
Our teas are not certified organic.
Organic certification can help reduce the use of synthetic pesticides and fertilisers, but it does not necessarily mean a tea is of higher quality or contains fewer contaminants.
All our teas are grown in their traditional regions, benefit from ideal growing conditions and healthy soils, and are carefully harvested at the optimal time.
We believe that origin, farming practices, production methods and careful handling are just as important as certification itself.
Are the teas Fair-Trade?
The best teas are produced in limited quantities, and demand for them is high. Tea producers set their price, and if we don’t meet their asking price, someone else will. Paying that price is simply what it takes to secure access to the best teas.
To us, that’s what fair trade looks like.
Do your teas change every year?
It depends. Some years produce exceptional harvests, while in others the weather, production or handling may prevent a tea from reaching its full potential. As a result, our selection may change from one year to the next, or it may remain much the same.
We are always looking for new teas and opportunities to expand our range. When we find the right tea, and have the resources to secure it, we’ll add it to our selection.
Returns
What is your return policy?
You can return items within 14 days of purchase, as long as they are unused and in their original condition, with all original packaging, tags, and labels. Where applicable, sealed items must remain unopened.
You’ll need to cover the return shipping costs, and we recommend using a tracked delivery service to ensure your item reaches us safely.
For full details about our return policy and return process, please visit this link.
How do I start a return?
To return an item, simply fill out the form at this link to get an RMA number and follow the instructions in the email you’ll receive.
Please note that return shipping costs are your responsibility, and we recommend using a tracked service.
For full details about our return policy and return process, please visit this link.
When will I get my refund?
Once we receive and inspect your return, refunds are processed within 10 business days to your original payment method.
For full details about our return policy and return process, please visit this link.
Defective, damaged or incorrect products
For defective, damaged or incorrect products, please contact us here to arrange a refund or exchange.
Ordering & Payment
What payment methods do you accept?
We accept Visa, Mastercard, AMEX, Discover, JCB, UnionPay, PayPal, Apple Pay, and Google Pay.
Can I modify or cancel my order after placing it?
You can’t make changes to an order, but you can cancel it by completing the form at this link if you wish to proceed.
Please note that cancellations aren’t always possible, as it depends on whether your order has already been processed.
Shipping & Delivery
Where do you ship?
We currently ship within the UK only. Shipping options and costs are calculated at checkout.
How long does shipping take?
We ship orders using Royal Mail Tracked services.
Royal Mail Tracked 24® aims, but does not guarantee, delivery within 1 working day of dispatch.
Royal Mail Tracked 48® aims, but does not guarantee, delivery within 2-3 working days of dispatch.
Orders are processed on the next working day (Monday to Friday). Orders placed after 4:00 PM GMT will be treated as received on the following working day.
For full details, please see our Shipping Policy.
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing your tracking number. You can track your parcel using Royal Mail’s online tracking service:
https://www.royalmail.com/
What if my package is lost or delayed?
If your parcel is delayed, please use the tracking information provided in your dispatch confirmation email to check its latest status.
Royal Mail aims, but does not guarantee, delivery within 1 working day for Tracked 24® and 2-3 working days for Tracked 48®.
If your order has not arrived within 7 working days after the expected delivery date, please contact us at using this link and we will investigate the issue with Royal Mail on your behalf.
Account & Registration
Why should I create an account?
Joining Tearoots comes with rewards. Earn roots points every time you shop, leave a product review, and more. Save your points and redeem them for discounts on future orders.
You’ll also get access to personalized offers, product updates, and the latest news from us.
Join us here.
Do I need an account to place an order?
No, you can place an order as a guest without creating an account. However, creating an account allows you to earn roots points, redeem them for discounts on future purchases, and receive personalized offers and updates.
Join us here.
How do I create an account?
Creating an account is quick and easy. Simply click here to visit our registration page and complete the registration form to get started.
I forgot my password. What should I do?
If you’ve forgotten your password, use the “Forgot Password?” link on the login page or click here. You’ll be prompted to enter your email address, and we’ll send you a link to reset your password.
How can I update my account details?
If your parcel is delayed, please use the tracking information provided in your dispatch confirmation email to check its latest status.
Royal Mail aims, but does not guarantee, delivery within 1 working day for Tracked 24® and 2-3 working days for Tracked 48®.
If your order has not arrived within 7 working days after the expected delivery date, please contact us at using this link and we will investigate the issue with Royal Mail on your behalf.
How do I delete my account?
If you wish to delete your account, visit the following link.