Check your parcel as soon as it arrives
Please open your parcel and inspect the contents as soon as it is delivered, especially if it has travelled far from Stellenbosch to Johannesburg, Durban or Bloemfontein. Courier parcels can be affected by handling, heat, or rough stacking in transit, so a quick check helps us resolve any problem without delay.
If something looks wrong, keep the packaging, the product and all inserts together. Do not decant tea into another container until you have confirmed that everything is correct, as that can make the matter harder to assess.
Tell us what went wrong and include clear photos
Use the enquiry form on our contact page and send the details of the issue, your order reference if you have it, and a few clear photos. A good photo set helps us see whether the problem is a damaged pouch, a short pack, a sealing issue or an item that was packed incorrectly.
- A photo of the outer parcel
- A photo of the packing slip or label
- Close-up photos of the damaged, missing or incorrect item
- A short note explaining what you expected to receive
If the parcel was delivered to a workplace, office or hospitality site, please check with the reception or receiving team as well. Sometimes the missing item is simply sitting with another delivery.
Damage in transit or broken seals
When tea arrives damaged, we look at the condition of the outer parcel, the inner packaging and the affected product. This is especially important with gift packs, event orders and bulk tea supply where several items are packed together. If the outer carton was crushed or wet, say so in your message because that gives us useful context.
For tea that has spilled, torn sachets, broken seals or contamination concerns, keep the item aside and do not use it. We may ask for the batch details or packaging photos so that we can decide on the best next step. In most cases we can resolve these issues without much back and forth.
If your order is incomplete or the wrong tea was packed
Sometimes a parcel may be missing an item, or an order may contain the wrong blend. Please compare the contents against your packing slip first. If you are ordering for a tasting session, subscription box, wedding favour packing or hospitality tea supply, check that each pack count and flavour matches the order summary.
- Do not split the order into smaller servings before checking it
- Keep all packaging together until we confirm the outcome
- Let us know if the issue affects one pack or the full order
- Tell us whether the parcel was opened on site, at home, or at a shared receiving point
Once we have the facts, we can advise on replacement, correction or collection where needed.
Returns for orders not as expected
If the tea is not what you expected, for example the flavour profile, aroma or blend style differs from what you had in mind, contact us promptly through the enquiry form. Tea is a fresh product with many natural variations, and some rooibos and herbal infusions can taste slightly different from batch to batch, but we still want you to be satisfied with what you received.
We will review the situation case by case. Depending on the issue, we may suggest a replacement, an exchange, or another practical solution. Please note that opened, used, re-packed or stored incorrectly products may not qualify for return. In hotter months and coastal humidity, keep tea sealed and away from direct sunlight while the matter is being reviewed.
How we handle the solution
After reviewing your message and photos, our team will confirm the next step. That may include a replacement, a credit, a request for more details, or instructions for returning the item if that is needed. We aim to keep the process clear and fair, and we try to resolve most issues quickly once we have enough information.
- Contact us through the enquiry form as soon as possible
- Keep the parcel and product untouched until we reply
- Follow any packing or return instructions we give you
- Allow a little extra time during load-shedding disruptions or courier delays
For custom tea blending, private label packing, corporate gifting and bulk tea orders, we may need to review the full order record before confirming the remedy. That helps us trace packing steps properly and avoid repeating the same problem.
Our team in Stellenbosch Central works with clients across Cape Town, Somerset West, Paarl and beyond, so clear details from your side help us respond faster and keep everything in order.
