Frequently asked questions
Ordering and payment
How do I order? Do I need an account?
You can order directly on our website. An account is optional: you don't need one to place an order.
Do I need a VAT number to order?
No, a VAT number isn't required. If you don't have a company yet, you can leave the VAT number field empty at checkout.
What are your payment terms?
All orders are paid in full before they are shipped.
Do you offer volume discounts?
We don't offer volume discounts: our prices are the same for every order size.
Do you offer samples?
Yes. Samples of our teas can be ordered in our shop, at the price shown there.
Can I get a finished retail unit (a filled tin or doypack) as a sample?
We don't send finished retail units as samples, but you can order samples of our teas in our shop.
Why are the 30 g tins sold in sets of 33?
We repack tea one kilo at a time, so our 30 g tins are sold in sets of 33.
Do you sell accessories such as whisks, bowls or chashaku?
Everything we sell is listed in our shop.
What should I do if checkout doesn't work?
Please contact us with a screenshot of the problem, for example if you can't select your country, and we'll help you.
Shipping and delivery
Where do you ship from?
All orders are shipped from our stock in Belgium.
How soon do you ship after payment?
We aim to ship bulk tea orders within 24 hours. Orders that need repacking take a few more days.
How long does delivery take?
Usually a few days, depending on your country.
How much is shipping? Is there free shipping?
Shipping is calculated at checkout, based on your address and your order. We don't offer free shipping.
Which countries do you ship to?
We ship to every country in geographical Europe, including Switzerland, the United Kingdom and Norway. We can't ship to countries where we would need to be registered as a food exporter (such as the United States), to countries with strict food import controls, or to countries where the receiver must be registered to import food (such as Lebanon or the United Arab Emirates).
Who pays customs duties and import VAT outside the EU?
We ship DAP (Delivered at Place): any duties, import VAT or fees charged when the parcel enters your country are paid by the receiver.
Are you FDA registered? Do you handle US customs?
We don't ship to the United States, so we are not FDA registered and don't handle US customs.
Can you ship directly to my customers, or store my stock?
We don't offer dropshipping, fulfilment or stock storage, and we don't connect to Shopify or Amazon FBA. We supply and repack your tea; delivery to your own customers is up to you.
Private label and packaging
Do you offer a private label (white label) service?
Yes. Please contact us and tell us about your project.
What is the minimum order for private label?
The minimum order for private label is the same as the product's minimum order, and you can split it across several formats.
How much does private label cost per unit?
The price per unlabelled unit is shown on our website. Please contact us for the labelling fee.
Which packaging can you fill?
We fill our own 30 g tins, which are made for our machine. For doypacks, you can send us the doypacks of your choice: we can seal any type.
Can I send you my own pouches, tins or labels?
Yes, you can send us your own pouches and labels. Tins are the exception: we only fill our own tins, as they are made for our machine.
Do you print labels?
We don't print labels, but we apply the labels you send us.
Can you print a best-before date and batch code?
Yes, we can print the best-before date and batch code, for example on the base of the tin.
Where can I buy blank doypacks, and in which colours?
We don't sell doypacks ourselves. You can buy them from doypacky.eu, or from any supplier you prefer, in the colour and finish you like.
Can you make custom printed pouches?
We don't print pouches ourselves. For custom printed pouches, we recommend Packiro (tell them we sent you), Packstyle or Flexie.
Can I get tins in a custom colour?
Yes. Custom-colour tins have a minimum order of 3,000 units and a production lead time of 30 to 35 days.
What are the doypack and tin dimensions, and what do you need for labels?
Please contact us and we'll send you the dimensions and label specifications.
Can you store my empty packaging?
Yes, we can store your empty packaging until your next repack. Please contact us for the storage fees.
Can you make custom blends or flavours (kokutō, coconut, fruit matcha)?
Yes. Please contact us with your idea.
Can you sign an NDA?
We don't sign NDAs that include financial penalties.
Quality and certificates
Can you provide a COA and batch-specific lab results?
Yes, we can provide a certificate of analysis and batch-specific lab results.
Can you provide allergen, dietary and safety documents?
Yes, we can provide an allergen statement and information on GMO, vegan, halal, kosher, BSE/TSE status, the MSDS, nutritional values and sugar content.
Which certifications do you hold?
We are certified organic. We don't hold other certifications such as ISO, GFSI (FSSC 22000, BRC, IFS), or FDA.
Do your products comply with EU rules?
Yes, our products comply with EU food rules.
What do I need to sell your tea in my country?
The requirements depend on your country: for example registration with a food authority, and what your label must show (ingredients, origin, best-before date, lot number, importer). As the seller in your market, please check them with your local food authority.
About us
Are you a producer or a distributor?
We are a wholesaler and co-packer: we buy tea from farmers, sell it to businesses, and repack if relevant. We ship from Belgium.
Which cafés and brands use your tea?
Some of the cafés and brands that use our tea are listed on our Partners page.
Can't find your answer? Contact us, we're happy to help.