faq’s

All your questions answered

About Valley Tea

 

Can I send an order as a gift to someone else?

Of course!  You can gift any order to the lucky person of your choice. Just make sure you enter the recipient’s details in the ‘shipping’ section at checkout. Gift messages are available as well.

Do you have giftcards available?

At this point in time, we don’t offer gift cards but it is something we will be looking at in the future.

How long does it take for my order to be processed?

Orders are typically be processed within 1-2 Business Days.  You have the ability to view the status of your order in your account. Check out our Shipping tab below for more details on this.

Why aren’t all of your products organic?

We source only the highest quality herbs from all over the world where they are naturally grown. Majority of our herbs are Organically grown, however due to environmental aspects out of our control, some herbs are not able to grow organically.

Can I use multiple coupons for my subscription?  

No!  One coupon per customer is allowed.

 

Shipping

What courier do you use?

All orders are processed through Australia Post.

Do you ship internationally?     

Yes! We currently ship to residents of the following countries ONLY:

Australia
New Zealand
United Kingdom

Due to insurance, we can not ship to the USA, North America or Canada.

How long does shipping take?

All orders are processed between 1-2 business days from our Perth, Western Australian facility. AustPost delivery times vary depending on your location within Australia and internationally. You will receive tracking advice from AustPost informing you of your parcels movements. Please see below of an estimated delivery time:

Australia – (5-7 business days)
United Kingdom (5-10 business days)
New Zealand – (5-10 business days)

During COVID-19 and busy periods, a delivery can sometimes be expected by a day or two. But we ensure you always receive a tracking number when your order has been dispatched so you can keep an eye on its location.

How much does shipping cost?

Valley Tea offers a flat rate shipping fee of AU$8 which covers the administration fee and shipping via Australia post.
Metro, regional and rural areas included.

FLAT RATE INTERNATIONAL SHIPPING
We deliver to the following international destinations:

United Kingdom – $53.99 (please note there is now an Import VAT and clearance fee payable by the recipient that will be charged upon entering the country)
New Zealand – $25.99

For international orders, customs can also delay delivery. No import fees will be charged by the countries we service as the purchase is a gift and value is under the low-value threshold.

If you don’t see your country listed above, feel free to email us at info@valleytea.com.au and we can send you a delivery estimate for your location.

Please note – due to insurance, we can not ship to the USA, North America or Canada.

 

Returns 

Can I return  items purchased from the store?

For any change of mind of full priced items from the Valley Tea shop, you are only eligible for an exchange, not refund. Valley Tea won’t bare the shipping cost of your returned item in this case.

For any item purchased during a promotional period or that is on sale you will not be eligible for a refund or exchange due to change of mind.

Please note, we can only accept return items in original packaging undamaged.

My items was damaged in delivery, can I return it?

Yes you can return damaged items. All products are checked for quality before dispatch and while we try our best to ensure that the product is delivered to you in perfect condition, the product may be damaged in the delivery process. If any full priced or sale or promotional item arrives to you damaged, you should contact info@valleytea.com.au, along with photos of the damaged product. Once we approve your request for the damaged item, we arrange for your item to be returned to Valley Tea Head Office. You will be eligible for a replacement or exchange of your damaged product.

Who do I contact to arrange a return?

If you intend to seek a refund, replacement or exchange, you must email us on info@valleytea.com.au to obtain prior approval. Please include the order number and reason for the return. In the case you change your mind on the product you purchased, Valley Tea won’t bare any return shipping cost. Likewise, Valley Tea won’t bare returning cost if returned product doesn’t appear damaged. Your item must be returned within 14 days else no refund will be provided regardless of the reason.

Still need help? Get in contact with us!

 

Didn’t answer your question? Feel free to get in contact with us and we’d be happy to help

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