Frequently Asked Questions

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We recommend using 4 grams ( or 1 teaspoon) for every tea cup (10 oz.)

We recommend using 4 grams for every tea cup. The 4.4. oz. had 125 grams so you can make about 30 teacups.

All of our teas are gluten free.

Aware of potential risks of a tea culture contamination in Japan, we took all necessary actions to protect our customers and ourselves from radiation risks.We didn't import any tea from Japan since the nuclear disaster of March 2011.We had a large stock of Japanese tea before the disaster happened which will enable us to cover more than one year of sales.

We only use natural flavors for the flavoring of our teas.

Yes, we have 3 organic teas: Darjeeling n° 37, Darjeeling Makaïbari First flush, Organic green Rooibos

Unfortunetly because of logistical reasons it is impossible to choose the samples. The processing time of the orders would be longer. The kinds of teas we select for our free samples often change in order to allow our customers to taste many different teas.


Countries that do not appear in the list of the delivered countries can not be delivered (see shipping information)

By default, the delivery address is the same as the billing address. When you select your billing address (step 1), you have the possibility to choose "ship to this address" or "ship to a different address". You can, of course, save several shipping addresses in your address book.

Please send an e-mail as soon as possible to as our custormer service might still be able to make corrections to your delivery address. However, if the order has already been shipped, we won't be able to make the change.

You will receive a confirmation email the day your order is shipped.You can then track your order by loging into your profile on and clicking on "Delivery and tracking" on the right side of the page.

Orders take 1 to 2 business days to be prepared. After that, the transit time will depend on the FedEx service you select. (may take up to 10 days depending on location, weather, and carrier performance).Please note FedEx does not deliver to P.O box.

Shipping charges are based on the weight, the shipping method and the destination. More information. You will see the final shipping cost associated with your order once you enter your shipping address.


You can either pay with PayPal or by using a credit card. The following cards are accepted: Visa, MasterCard and American Express. These two payment methods are secured (see data privacy section).

Once you have entered your credit card information, our bank server queries your bank to validate the payment and get payment authorization. If your bank denies the payment, we suggest that you contact your bank directly. The status of your order will indicate why the payment has been refused by Ogone, our bank server.

To benefit from the coupon code you just need to enter your coupon code below your cart in the field ""Enter your coupon code here"". Coupon codes can only be used on the website (not in our stores). They cannot be combined with other promotion codes and cannot be used past purchases.

Order tracking

Please contact us as soon as possible by emailing us at Note: If your order has shipped it cannot be modified.

After the validation of your order, you will receive the following email messages : One email to confirm that your order has been recorded. A second email to inform you that your order is being processed The third one will be sent upon shipment of your order. You can also consult the status of your order by clicking on your order reference# in your account page.

Log into your account , click on your order reference # and select "print the invoice" .

Returns and refunds

Following the reception of your parcel, you have 7 days to return your parcel or some of the Productsyou received. Please place the product(s) to return in the original box or equivalent packaging and add the completed Return Form. Every article received damaged due to a lack of packaging will not be refunded. Mandatory: Return shipments must be sent via insured ground shipping.

Kusmi Tea will refund your bank account after receving the returned produtc(s). Once the Productsare received, the refunding process takes up to 10 business days.

Refunds are issued based on the payment method used at the time of purchase.

Out of stock Productsare advised by email. Please check your mailbox to ensure that you did not receive any email from us concerning out of stock product. Next step is to contact our customer service as soon as possible:

Productspurchased on our website cannot be exchanged. If you ordered a product which does not satisfies you, we ask you to return it at your own cost. Only the product(s) cost will be refunded.

Shipping costs will not be refunded unless a product is received broken or damaged.

Our customer service cannot handle claims concerning Productsbought within our stores or retailers.For any unsatisfying purchase, we suggest you to contact directly the store where you bought the product(s).

My Account

Yes, however it is a simple process to open account requiring just your email address and a password. With your account you will be able to review your order history, save different delivery addresses and much more.

Just click on "Create account" on the upper right side of the homepage and in the registration form. It only takes a few minutes.

Sign in to your account where you can modify your personal data by editing your personal information.

From the Log In page simply click "Forgot your password?" then enter your email address (the one you used to create your account) and click submit. A new password will be sent you automatically via email.

Data privacy

No, we will not share your personal information with other companies, which is kept confidential by our services. It will only be used by our internal services for processing orders and informing you about special offers, promotions and events.

A secure website creates a safe connection between the website and the web browser so that details entered, such as personal information, credit card details, banking information, etc., are not accessible to unauthorized entities. Which is why our website is totally secure. We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

Website use

The new layout is set up to make your shopping experience at easy and fast. Just select the products you would like to purchase, add them to your cart and follow the steps for payment.

Not a problem. Before validating your order, you will be asked if you want it to be shipped to the billing address. If not, you have the possibility to choose a different delivery address.