Shipping policy
Keia Tea Vandenbroucque ("we", "us" and "our") is the operator of (keiatea.ch) ("Website"). By placing an order on this website, you agree to the terms and conditions below. These are provided to ensure that both parties are aware of and agree to this arrangement in order to protect each other and establish expectations about our service.
1. General
Subject to stock availability. We strive to maintain an accurate inventory of stock on our website, but from time to time there may be a stock discrepancy and we will not be able to accommodate all of your items at the time of purchase. In this case, we will provide you with the available products and we will contact you to find out whether you would prefer to exchange the out-of-stock item with another or whether you would prefer us to issue a refund.
2. Countries served
We deliver to Switzerland only.
We currently do not deliver to other countries. Your order will be refused if the address does not belong to the countries included for delivery.
3. Shipping costs
Shipping costs are calculated at checkout according to the weight and destination of the items in the order for each destination. A free shipping option is available for orders over a certain amount, as defined below. Payment of shipping costs will be collected at the time of purchase. Prices vary according to delivery zone:
Switzerland: Standard rate 7.90 CHF. Free delivery on orders over CHF 39.
Switzerland: Delivery against signature CHF 9.90. 2 CHF for orders over 39 CHF.
4. Returns
For reasons of hygiene and safety, we do not accept returns.
5. Terms of delivery
5.1 Domestic transit times
In general, national shipments are in transit for 2 to 4 days.
5.2 Shipping time
Orders are generally dispatched within 2 to 3 working days of payment.
Our warehouse operates Monday to Friday during normal business hours, except on national holidays, when it is closed. In these cases, we take steps to ensure that shipping times are kept to a minimum.
5.3 Change of delivery address
For requests to change the delivery address, we are able to change the address at any time prior to dispatch of the order.
5.4 Exceeding delivery time
If the delivery time has been exceeded, please contact us so that we can carry out an investigation.
6. Packages damaged, lost in transit or not collected
If you discover that a parcel has been damaged in transit, please report this to your local post office within 10 days and contact our customer service department to find out what to do next. Your parcels are insured by the post office.
If after the delivery time indicated, the package has still not reached you, please contact customer service for the next steps. Please note that Keia Tea accepts no responsibility for lost or stolen packages for standard rate delivery (without signature) if reported as delivered by La Poste.
We will be invoiced for any package returned to us by the Post Office and not collected. Here are the options for returning a parcel:
- Place a new order to which the non-returned parcel will be added.
- Return the parcel for an amount including the return costs (7.90CHF) + the return costs (7.90CHF or 9.90CHF).
- Refund of order minus outgoing costs (7.90CHF or 9.90CHF) + return costs (7.90CHF) + 6CHF administration/preparation costs.
Please contact customer service within 7 days of our warning e-mail to inform us of your chosen option and finalize additional payment if necessary. Once this period has elapsed, a refund is no longer possible and the items are put back on sale.
7. Taxes
7.1 Sales tax
Sales tax has already been applied to the price of goods as displayed on the website.
7.2 Import duties and taxes
Import duties and taxes for international shipments will be prepaid, with no additional charges to be paid by the customer upon arrival in the destination country.
8. Cancellations
If you change your mind before receiving your order, we can accept cancellations at any time before the order is shipped. If an order has already been shipped, we will no longer be able to cancel the order. If cancellation is possible, you will be refunded the amount of your purchase less a cancellation fee of CHF 5.00.
9. Customer service
For all customer service inquiries, please send us an e-mail to the following address: contact@keiatea.com
1. General
Subject to stock availability. We strive to maintain an accurate inventory of stock on our website, but from time to time there may be a stock discrepancy and we will not be able to accommodate all of your items at the time of purchase. In this case, we will provide you with the available products and we will contact you to find out whether you would prefer to exchange the out-of-stock item with another or whether you would prefer us to issue a refund.
2. Countries served
We deliver to Switzerland only.
We currently do not deliver to other countries. Your order will be refused if the address does not belong to the countries included for delivery.
3. Shipping costs
Shipping costs are calculated at checkout according to the weight and destination of the items in the order for each destination. A free shipping option is available for orders over a certain amount, as defined below. Payment of shipping costs will be collected at the time of purchase. Prices vary according to delivery zone:
Switzerland: Standard rate 7.90 CHF. Free delivery on orders over CHF 39.
Switzerland: Delivery against signature CHF 9.90. 2 CHF for orders over 39 CHF.
4. Returns
For reasons of hygiene and safety, we do not accept returns.
5. Terms of delivery
5.1 Domestic transit times
In general, national shipments are in transit for 2 to 4 days.
5.2 Shipping time
Orders are generally dispatched within 2 to 3 working days of payment.
Our warehouse operates Monday to Friday during normal business hours, except on national holidays, when it is closed. In these cases, we take steps to ensure that shipping times are kept to a minimum.
5.3 Change of delivery address
For requests to change the delivery address, we are able to change the address at any time prior to dispatch of the order.
5.4 Exceeding delivery time
If the delivery time has been exceeded, please contact us so that we can carry out an investigation.
6. Packages damaged, lost in transit or not collected
If you discover that a parcel has been damaged in transit, please report this to your local post office within 10 days and contact our customer service department to find out what to do next. Your parcels are insured by the post office.
If after the delivery time indicated, the package has still not reached you, please contact customer service for the next steps. Please note that Keia Tea accepts no responsibility for lost or stolen packages for standard rate delivery (without signature) if reported as delivered by La Poste.
We will be invoiced for any package returned to us by the Post Office and not collected. Here are the options for returning a parcel:
- Place a new order to which the non-returned parcel will be added.
- Return the parcel for an amount including the return costs (7.90CHF) + the return costs (7.90CHF or 9.90CHF).
- Refund of order minus outgoing costs (7.90CHF or 9.90CHF) + return costs (7.90CHF) + 6CHF administration/preparation costs.
Please contact customer service within 7 days of our warning e-mail to inform us of your chosen option and finalize additional payment if necessary. Once this period has elapsed, a refund is no longer possible and the items are put back on sale.
7. Taxes
7.1 Sales tax
Sales tax has already been applied to the price of goods as displayed on the website.
7.2 Import duties and taxes
Import duties and taxes for international shipments will be prepaid, with no additional charges to be paid by the customer upon arrival in the destination country.
8. Cancellations
If you change your mind before receiving your order, we can accept cancellations at any time before the order is shipped. If an order has already been shipped, we will no longer be able to cancel the order. If cancellation is possible, you will be refunded the amount of your purchase less a cancellation fee of CHF 5.00.
9. Customer service
For all customer service inquiries, please send us an e-mail to the following address: contact@keiatea.com