Shipping policy

We want every order to reach you safely and in excellent condition. From premium Ceylon teas to distinctive flavoured teas and thoughtful tea gifts, we take care to prepare each order for delivery to your doorstep.

1. Where We Ship

TeaRunway offers worldwide shipping to destinations where delivery services are available and the importation of our products is permitted.

Available destinations are subject to courier coverage, customs regulations and local import restrictions. If your country is not available at checkout, please contact us before placing your order.

2. Order Processing

Orders are processed after payment has been successfully confirmed.

We aim to prepare and dispatch orders promptly. Processing times may vary depending on product availability, order volume, public holidays and other operational circumstances.

Orders are generally processed on business days, excluding weekends and public holidays.

Once your order has been dispatched, we will provide shipping confirmation and tracking information where available.

3. Shipping Charges

Shipping charges depend on the delivery destination, parcel weight, dimensions and shipping service available.

The applicable shipping charge will be displayed at checkout before you complete your purchase.

Any free-shipping offer will be subject to the terms and conditions specified in the relevant promotion.

4. Estimated Delivery Times

Delivery times vary according to the destination country, courier service and customs clearance requirements.

Your estimated delivery timeframe, where available, will be displayed at checkout or communicated when your order is dispatched.

Please note that delivery estimates are indicative and are not guaranteed. International deliveries may take longer because of customs inspections, public holidays, weather conditions, courier disruptions or other circumstances beyond our control.

5. International Customs, Duties and Taxes

International shipments may be subject to import duties, customs charges, local taxes, VAT, handling fees or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the recipient.

Customers are responsible for checking the applicable import requirements and restrictions in their country before placing an order.

If a shipment is delayed, held or returned because the recipient does not provide information requested by customs or does not pay applicable import charges, additional costs or delivery delays may arise.

6. Order Tracking

Where tracking is available, tracking details will be provided after dispatch.

Please allow some time for the courier's tracking system to register the shipment. Tracking updates may not appear immediately.

If your tracking information has not updated for an extended period, please contact us with your order number so that we can assist.

7. Incorrect or Incomplete Delivery Addresses

Please ensure that your shipping address, postal code, contact number and other delivery details are accurate and complete when placing your order.

If you notice an error, contact us as soon as possible. We will try to assist with corrections before dispatch, but changes cannot be guaranteed once an order has been shipped.

Additional shipping charges may apply if a parcel must be resent because of an incorrect address or an unsuccessful delivery attributable to incorrect information supplied by the customer.

8. Delayed, Lost or Damaged Shipments

We work to ensure that orders are packed carefully and handed over to the relevant delivery service in good condition.

If your order arrives damaged, contains an incorrect item or appears to be lost in transit, please contact us promptly with your order number and any relevant photographs or tracking information.

We will review the circumstances and work with the delivery service, where appropriate, to help resolve the issue.

Delivery delays caused by customs authorities, courier services or other external circumstances may be beyond our direct control. However, we will make reasonable efforts to assist customers in resolving delivery problems.

Nothing in this policy limits any consumer rights that apply under the laws governing your purchase.

9. Refused or Undeliverable Shipments

If a parcel is refused, cannot be delivered or is returned to us, we will review the circumstances before arranging a refund, replacement or reshipment, as appropriate under our applicable policies and consumer law.

Additional delivery or return charges may apply where permitted by law and where the circumstances justify them.

Refusal to pay import duties or taxes may result in the shipment being returned or abandoned by the carrier. Any resulting refund will be handled in accordance with our refund policy and applicable law.

10. Changes to Orders and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We will try to accommodate your request if the order has not yet been processed or dispatched. Once an order has been dispatched, cancellation or address changes may no longer be possible.

Your statutory rights remain unaffected.

11. Contact Us

If you have questions about shipping, delivery estimates or an existing order, please contact TeaRunway through the contact details provided on our website.

When contacting us about an order, please include your order number so that we can assist you more efficiently.