FAQs

With just a minimum spent of S$50, we provide free shipping within Singapore except orders with mooncakes and patisseries. 

For overseas orders, shipping will be via DHL Express with a flat shipping rate of only S$5 for orders below S$110 and $10 for orders above S$110. Overseas duties and taxes are not included.

No, we are only able to deliver to one unique address per order. Please place a separate order if you wish to have part of your order delivered to additional addresses.

Taxes and duties are calculated according to your shipping destination.

Our consignments are shipped on a duties unpaid (DDU) basis which means the recipients will be responsible for any duties and taxes incurred at their local customs. Kindly note that the delivery charges you paid upon placing your order do not include duties and taxes.

If you are sending a gift, your recipient may be required to pay for the duties and taxes. 

DHL Express’s On-Demand Delivery (ODD) is an online portal created to make receiving shipments more flexible while not compromising on the safety and security, allowing recipients to change their delivery date and time or to collect their parcel at their nearest collection post. Once your shipment has been handed over to DHL Express, the recipient will immediately receive an SMS and/or e-mail message and be informed about the anticipated delivery date. The message contains a link to the ODD system, which can be easily accessed from any smartphone, tablet or PC.

On the day of delivery, the recipient will receive another SMS and/or e-mail message so that they know precisely when they can expect the parcel. Unless informed otherwise, DHL will simply deliver to the original address.

ODD offers 5 alternate delivery options to suit your preference.

• DHL Express Service Point
  Receiver can choose to collect their parcel at any of our four DHL Service Points.
   
• Signature Release
  Allow DHL to deliver without requiring a signature.
   
• Schedule a New Delivery Date
  Receiver can reschedule their delivery date and time up to 7 days from their original date.
   
• Leave Package with a Neighbor
  Receiver can request to leave their package with a trusted neighbor on their behalf.
   
• 30-Day Vacation Hold
  Should the receiver be on vacation, they can request for new delivery date and time.

DHL Express does not use automated voice messages for ODD or any other form of notification. Please be wary and vigilant of non-authenticated sources claiming to be DHL Express.

If you are expecting a parcel but did not receive an ODD message via e-mail or SMS, don’t worry. In some cases, the automatic message may fail to generate meaning that you did not get a link to access ODD.

You can either visit https://ondemand.dhl.com, select the destination country (the country where the shipment is to be delivered) and key in your 10-digit AWB/Tracking number to access the ODD feature.

DHL Express does not use automated voice messages for ODD or any other form of notification. Please be wary and vigilant of non-authenticated sources claiming to be DHL Express.

Yes, perishables including packaged teas and tea leaves cannot be returned or exchanged due to health and hygiene reasons. Handcrafted tea accessories with natural irregularities should not be the basis for any returns or exchange as well. 

Our teas can be kept for up to 3 years, provided they are stored in the right conditions. For optimal freshness and quality, we highly recommend storing our teas in an airtight environment, and away from light sources and humidity.

As the recommended temperature and infusion duration differs from tea to tea, we would suggest that you refer to the product listing page or instructions stated on the packaged tea.

Discover the different types of infusions, varieties of tea and its origin and many more with our TWG Tea Book.

Our tea accessories are made of a myriad of different materials and crafted in unique shapes and colours. It is essential that you take the necessary steps and precautions when caring and maintaining them.

Please follow the special care instructions here for each masterpiece. This will allow you to enjoy them for many years to come.

Alternatively, you may reach out to our Customer Service Team for specific care instructions.

We have a tea for every one and every occasion! You can choose from our tea collection of over 1000 single estate teas and exclusive tea blends under our Find A Tea or by filtering your search results.

Overwhelmed by our selection? Find the perfect tea blend with our Tea Finder – by selecting region of origin, by varieties of tea and predominant flavours. Our Tea Connoisseurs are always ready to assist you should you require any recommendations or if you need help finding the perfect cup of tea!

We aim to use only natural materials in all of our teas as well as packaging. Our teabags are crafted from 100% natural cotton material and thread, without the use of glue and staples, making them entirely biodegradable, sustainable and of the very finest quality.

Our silken teabag collection is also degradable through oxidation, and each teabag is composed of exquisite Certified Organic teas.

Read more about how we play a part to contribute towards a sustainable future here.

Yes, you can bring your TWG Tea tin to our boutique and our Tea Connoisseurs will be delighted to assist you.