Frequently Asked Questions

How do I pay through this website?

The following third-party payment processers are used: Stripe, accepting payments from Mastercard, Visa, American Express, maestro, UnionPay, WeChat Pay, Alipay. Payment processes are secured by SSL ciphers.

Do you accept orders that require delivery to Hong Kong’s outlying islands and other remote areas?

Tea-ed dry food products orders that require delivery to any district in Hong Kong except Sha Tau Kok and other military restricted areas. However, delivery to outlying islands may be delayed. Delivery of Tea-ed Gelato and Frozen Confection to Islas District, Sha Tau Kok and other miltry statutory restricted areas will not be provided.

For details, kindly refer to our website’s Delivery and Returns Policy.

Do you accept orders that require overseas delivery?

In addition to those that require delivery to Hong Kong, Macau, and areas in mainland China, orders are accepted that require delivery to 42 countries and regions as stated below:
USA, Canada, Mexico, Brazil, France, Belgium, Germany, Netherlands, Switzerland, Luxemburg, UK, Ireland, Spain, Portugal, Denmark, Finland, Norway, Sweden, Iceland, Latvia, Poland, Austria, Hungary, Slovenia, Serbia, Turkey, Israel, Lebanon, Russia, Japan, South Korea, Macau, Vietnam, Cambodia, Singapore, Malaysia, Thailand, Philippines, Indonesia, Australia, New Zealand, and South Africa.

*Tea-ed Gelato and Frozen Confection will not be delivered to countries out side Hong Kong. Our local delivery team will be responsible for the delivery of Tea-ed Gelato and Frozen Confection, and it will be arranged accordingly with the clients prior delivery.

How long does the delivery normally take?

Delivery to areas in Hong Kong or Macau normally takes 3-5 working days. Delivery to other countries or regions normally takes 7-14 working days. For details, kindly refer to our website’s Delivery and Returns Policy.

How do I keep track of my order?

Delivery services to Hong Kong and Macau are provided through SF Express Logistics Company, and those to other countries or regions through e-Express of Hongkong Post. You will receive a track and trace from the service providers.

What are the rates of delivery?

Our website has a calculator for delivery charge based on the overall weight of your order (inclusive of the packaging). Good news is any purchase of over HKD$500 has its delivery charge waived. For details, kindly refer to our website’s Delivery and Returns Policy.

Is your delivery insured?

Yes. To protect your rights, delivery to countries or regions outside Hong Kong and Macau is insured up to a limit of HKD$5000.

Do you accept returns?

Within 14 days upon receipt of our item, provided the return conditions specified below are met, returns and exchanges will be arranged, with extra delivery charges due to the returns or exchanges to be borne by us:

• The item is found to be defective upon receipt;
• The item received is inconsistent with your order in terms of type and/or quantity;
• The item has expired upon receipt.

For details, kindly refer to our website’s Delivery and Returns Policy.

How do you use my personal information?

Your personal information will be used for the purposes below:

• Website
  To operate and maintain our website and the products and services provided through our website. For example, your personal data may be used to fulfill your pre-orders and purchases, including processing of payments.
• Communication
  Where permitted by law, to communicate with you by email, phone calls, mail, and by posting notices on our website, among others.
• Customer Support
  To provide support for inquiries and issues related to customer services, for example, investigating, responding, and resolving complaints and service issues.
• Marketing
  To conduct marketing and promotion, for example, developing marketing strategies and promotional activities such as competition and lucky draws, and fulfilling any relevant rewards or discounts.
• Research and Development
  To conduct research, analysis, record keeping, and report; development and trial of new products, functions, and concepts; understanding our clientele; development and improvement in our website, products, and services.
• Security and Investigations
  To maintain the security of our website, using your personal information in verifying your identity, investigating or preventing possible fraud or any other activity which may violate our Terms of Use or this Privacy Statement and/ or any message related to any activity which may harm others.
• Others
  To achieve other stated and confirmed purposes upon collection of such personal information, or any other purpose upon your agreement.

How is my personal privacy protected?

Your privacy is our top priority. A corresponding Privacy Policy has been developed to protect your rights. For details, please refer to the relevant page on our website.