Orders 

Do I need an account to place an order?

No, you do not need an account to place an order but creating one will mean that you do not have to enter all your details next time you make a purchase. Some of our promotional codes also only work if you are signed into an account.

Which payment methods do you accept?

We accept Visa, MasterCard, Amex, PayPal. We also accept Google Pay, Apple Pay and Shop Pay. 

Is ordering on your site secure?

Tea Cellar Co. provides a secure shopping experience for our customers by keeping the security systems up to date with industry best practices. We are Payment Card Industry (PCI) level 1 compliant and fully secure for credit card processing. This means that we adhere to the highest standards in the world on payment processing and server compliance. So you can purchase without thinking about credit card security. Payment Card Industry Data Security Standard (PCI DSS) is an information security standard that organizations must adhere to when handling credit card and debit card information. The Payment Card Industry Security Standards Council created this standard to protect cardholder data used for online payments.

Do you offer gift wrapping or send a personalised note with the order?

Yes, your orders come in our signature boxes that are gift-able. At check out, note ‘gift wrapping’, the lucky recipient’s first name and a note if you wish to have the gift personalised.

Can I change or cancel my order?

Yes, you can cancel your order before payment has been processed. Once you have placed your order and received a confirmation email you will have to contact us if you would like to amend or cancel your order. It may not always be possible to cancel or amend depending whether your order has been processed.

 

Shipping and Deliveries

How much is shipping? Do you ship overseas? 

We’re very happy to say we deliver to where you are (residential, business, P.O. Boxes and most rural areas) in Australia. If you are sending the parcel to a business address remember to always include the business name.

Shipping is Australia wide, with a Standard Shipping fee of $9 and an Express Shipping fee of $15. We offer complimentary shipping Australia-wide for orders over $80.

How quickly will my order be shipped and delivered? 

Your order will be shipped within 1-3 days from confirmation of payment. If there are any exceptional reasons which cause us to delay dispatching your order we will let you know as soon as practicable.
Deliveries will be made Monday to Friday only, not including public holidays.
Deliveries from our Melbourne HQ will arrive between Monday and Friday within these following time frames:
  • Melbourne 1-3 business days
  • Sydney 1-3 business days
  • Canberra 1-3 business days
  • Adelaide 1-3 business days
  • Brisbane 3-4 business days
  • Tasmania 3-4 business days
  • All other capital cities and regional areas 5-10 business days (please note delivery times are subject to carriers delivery schedule in the area). 
All the delivery estimates are guidelines. Your order could take up to the maximum time given with the respective service.
We would love for someone to be home when your parcel arrives. Please provide an address where you, or a friend who’s willing to sign on your behalf.

 

Which carriers do you use?

Unless you request otherwise we use Australia Post as our preferred courier company. They are reliable and have been doing shipping and logistics for years.

How can I track my order? 

Easily. Just enter your mobile number under ‘Order Updates’ when completing your order. We will send you a text message with a link to the Shop app to help track your order. If you have any trouble, our Concierge Team is here to help you. Please contact us with a copy of your order confirmation. 

 What happens if I am not home to receive the delivery? 

If you are not home, Australia Post will be so kind as to leave a calling card. They will then take your goods to the nearest Post Office and you can make your own arrangements to pick it up from there. Another option is to receive the parcel unsigned. This is not recommended, and any damages or loss will not be our responsibility.
If you are outside Australia, please refer to your local postal service if you will not be at home to receive a delivery.

Will I be charged custom fees?

International orders outside of Australia may be subject to additional customs and charges in certain countries. Please be aware that Tea Cellar Co. is not liable for these charges and we are not aware of what they might amount to. Please make sure you contact your local customs office to find out more if you have any concerns.

 Is your packaging recyclable?

Orders are packaged in recyclable cardboard boxes with biodegradable materials. Our tins are designed to be refilled, reused or recycled. We are currently working on improving material used as we are care about our planet and committed to be an environmentally sustainable company.