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Haute Couture Tea

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  • ONLINE SUPPORT
  • MY ORDERS
  • PAYMENT
  • DELIVERY
  • DHL ON DEMAND DELIVERY
  • RETURNS & EXCHANGES
  • MORE ABOUT TEA & TEA ACCESSORIES
  • SUSTAINABILITY
  • LOCATIONS

ONLINE SUPPORT

Do I need to create an account to place an order?

You may select guest checkout or choose to create an account. However, we do recommend registering for an account with us for a seamless checkout experience. For future purchases, you will not need to fill in your details every time you shop with us and you will also receive our first-time purchase discount and other exclusive rewards.

Join us now or start shopping and create an account at our checkout page. 

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What should I do if I am unable to register an account?

Please clear the cache and cookies on your browser if you encounter any issues on our website and ensure that you have filled in all the mandatory fields. If the issue still persists, please reach out to our team at CustomerService@TWGTea.com for further assistance.
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Are all the fields in the registration page mandatory before I can create an account?

No, only fields that are marked with asterisks are mandatory.
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Is my personal information kept private?

Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, please read our Privacy Policy in full.
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Why is the system not recognising the promotion code entered?

Please check the Terms & Conditions and ensure that the promotion code is case-sensitive with no spacing included before submitting. If the issue still persists, please reach out to our team at CustomerService@TWGTea.com for further assistance.
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How do I reset my password?

You may create a new password after logging in, after selecting "MyTWG" on the header, under the "My Account" page, proceed to click on Change Password.

If you have forgotten your password, please click on “Forgot Your Password” on the log in page.

A password reset link will be sent to your registered email address and you may enter a new set of password after accessing the link.

Alternatively, you may contact our Customer Service Team at CustomerService@TWGTea.com with the same email address to reset a temporary password.

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What is the password requirement?

It should be case sensitive with more than 6 alphabets and numbers.
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How can I subscribe to your newsletter updates?

Simply sign up with us and select your preferred channels to be updated on new products and promotions.
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How do I unsubscribe from the mailing list that I am receiving?

We are sorry to see you go! You may choose to change your preferences in your account page by logging in or reach out to our team at CustomerService@TWGTea.com.
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MY ORDERS

Is there a minimum spent required on the website?

All it takes is just a minimum order of S$50 and we are ready to ship the items right to your doorstep!
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Can I amend or remove an item from my order?

Unfortunately, no amendment(s) can be made after an order has been submitted successfully. Depending on the status of your order, it may be possible to cancel and place a re-order if it has not been processed. 
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Can I still edit my shipping address provided in my order?

If you need to amend your delivery details, please contact us at Digital@TWGTea.com as soon as your order is placed and we will try our best to update this for you. Do take note that once the order has been packed, we are unable to edit the shipping address. As no refunds and replacements will be provided for parcels delivered to incorrect addresses provided, we always suggest reviewing your bag and shipping details before you checkout.
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How can I view my past purchases with TWG Tea?

After logging into your account, select "MyTWG" on the header, and you will be able to see your order history under "My Orders". 
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Can I enjoy multiple promotions/vouchers/privileges in the same order order?

You may refer to the Terms & Conditions provided. In most cases, you are only allowed to enjoy one promotion and it is not applicable in conjunction with other promotions, vouchers or privileges.
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How long is the validity of the welcome discount code?

It is valid for one month from the date you have registered on TWGTea.com successfully. You may find your promotion code in the welcome email from us.
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What should I do if I did not receive my welcome discount code in my inbox?

We would suggest that you check your junk mail box or otherwise, contact us at CustomerService@TWGTea.com
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Is gift wrapping applicable for all products?

We will do our best to provide wrapping service for most of our products. Our gift packing service includes a signature TWG Tea gift wrap, finished with a ribbon and TWG Tea postcard. However, we are unable to gift wrap certain products due to the nature of their packaging. Please note that gift wrapping will not be available during sale periods.
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Can I include a gift message in my order?

You may add a personalised message (150-character limit) upon checkout. The gift message will be printed on a TWG Tea postcard and included in your order. Please note this personalised message service will not be available during sale periods. However, blank TWG Tea postcards will be provided for each order. 
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Do you have a membership programme? Can I accumulate my online purchases?

MyTWG is an invitation-only membership programme. All purchases made with a registered account on TWGTea.com will be automatically accumulated. For more information or any member-related assistance, please feel free to reach out to our Customer Relations Team at CustomerService@TWGTea.com
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PAYMENT

What is the currency displayed on TWGTea.com?

Our products are priced in Singapore dollars (SGD) and are shipped from Singapore directly to your premises.
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What are the different modes of payment?

You may checkout using Paypal or a Credit Card - Visa, MasterCard or American Express. 
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What should I do if I am unable to make payment?

Please clear the cache and cookies on your browser if you encounter any issues on our website and ensure that you have filled in all the mandatory fields. If the issue still persists, please reach out to our team at Digital@TWGTea.com for further assistance.
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DELIVERY

Do you ship outside of the EU?

We currently ship to over 40 countries! You may select your shipping destination by clicking "More Information" on the website footer, and then select "Choose Your Country".
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How much is shipping?

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.

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Can I have my order delivered to more than one address?

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.

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Can TWG Tea deliver the products that I’ve purchased previously to an overseas address?

Unfortunately, once you have received a product purchased from TWGTea.com or the retail stores, we are unable to arrange for a delivery on behalf of you. All shipments will have to be from our designated warehouse. Therefore, we strongly suggest that you place an order with us instead.
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When can I expect to receive my order?

For orders within Singapore, it will take an estimate of 3-4 working days via NinjaVan. For international orders, we ship all consignments using DHL Express with an estimate of 4-8 working days, customs and weather permitting for your consignment to reach your doorstep.
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Why is there a delay in my delivery?

We are sorry that your parcel has been delayed! Shipment and deliveries may be delayed due to a high volume of orders or precautionary measures. Rest assured, we are working closely with our delivery partners to get your orders to you as safely and quickly as possible. Once you receive your shipping confirmation email, you will receive a link to track your parcel delivery status.
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How do I track my order?

You will receive an email with your tracking number within 1-2 business days once your order leaves our warehouse. If you haven’t received an email after 6 working days, please contact us at Digital@TWGTea.com and our team will assist you accordingly.
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How much duties and taxes will I have to pay?

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. 

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Can I self-collect my order?

We are unable to provide self-collection except for gourmet products so as to support contactless delivery for the safety of everyone.
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DHL ON DEMAND DELIVERY

Can I reschedule my delivery date even though my parcel is with DHL?

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.

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I didn’t receive the ODD message.

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.

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I have selected more than one ODD.

If you have submitted two or more ODD requests, DHL operations team will only take the latest request and void the previous entry.

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.
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RETURNS & EXCHANGES

I’ve changed my mind. Are there products that cannot be returned or exchanged?

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. 

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Can I exchange a tea accessory?

You have the right to exchange any tea accessory that does not suit you within 30 days of the order. The exchange of any tea accessory is limited to a product from the same collection, subject to stock availability. For more information, please visit the following link: https://twgtea.com/policies/return-and-refund-policy
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What should I do if there’s something not right with my order/item?

Simply email CustomerService@TWGTea.com with your order number/receipt with supporting pictures of the order/item. If the product is deemed defective within 30 days, you are entitled to a replacement or refund in voucher credits. For more information, please visit the following link: https://twgtea.com/policies/return-and-refund-policy
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MORE ABOUT TEA & TEA ACCESSORIES

Where are your teas from?

Our freshly handpicked whole leaf teas come directly from plantations all over the world. You can browse our entire loose leaf tea collection by using our "Find a Tea" function - by region of origin.
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How should I store my tea and how long will it last?

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.

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What is the best way to prepare a tea?

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.

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How do I clean and maintain my tea accessories?

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.

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How do I find my perfect cup of tea?

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!

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SUSTAINABILITY

Are your products sustainable?

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.

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Can I bring my TWG Tea tin to the boutique for refill?

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

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Where can I find information on sustainability?

You can find more information on sustainability at the following link: https://twgtea.com/our-company/sustainability
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LOCATIONS

Do you have a physical retail store in my country?

You may refer to our worldwide TWG Tea Salons & Boutiques here for more details.
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Do you carry the same products in your Tea Boutiques worldwide?

Products may vary in different countries. Please contact your local Tea Boutique for product availability.
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Where can I view the menu of a Tea Salon?

Respective menus can be found after you have selected the desired location on our location listing page. 
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If you don't see your question here or if you require more information, please contact our Customer Service team.

If you don't see your question here or if you require more information, please Contact us

BY PHONE

For all online order-related enquiries, please contact us at +65 6383 1837

For all other enquiries, please contact us at +65 6733 7997

Monday - Friday, 9am - 6pm (SGT)

Closed Saturdays, Sundays & Public Holidays.

BY MAIL

TWG Tea
390 Havelock Road #05-01
King's Centre, Singapore 169662

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CONTACT US

Monday - Friday, 9am - 6pm (SGT)

Closed Saturdays, Sundays & Public Holidays.

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TWG Tea
390 Havelock Road #05-01
King's Centre
Singapore 169662

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