Frequently Asked Questions (FAQ)

Frequently Asked Questions

Do you offer worldwide shipping?

Yes. We offer international shipping to the countries shown at checkout. Shipping availability, estimated delivery time, and any applicable shipping cost are shown before you place your order.

What does “Free Shipping” mean?

When free shipping is shown at checkout, ArtisanThai pays the outbound standard shipping charge. Free shipping does not include return shipping, customs duties, import VAT, brokerage fees, refused-delivery charges, or other local charges imposed by the destination country.

In which currency are your prices?

Prices are shown in the currency displayed on the product page and checkout. Your bank, card issuer, or payment provider may apply currency conversion fees depending on your payment method.

What is your freshness guarantee?

If your tea arrives damaged, defective, or not as described, contact us within 7 days of delivery with your order number and photos. We will review the issue and may offer a replacement, refund, or another appropriate solution in line with our Refund and Returns Policy.

What is your return policy?

Returns and refunds are handled under our Refund and Returns Policy. Please review that policy before placing an order. Nothing in our policy limits mandatory consumer rights that apply under applicable law.

How long does order processing take?

Orders are normally prepared for dispatch within 1–3 business days after payment confirmation.

How long does delivery take?

International delivery normally takes 3–12 business days after dispatch, depending on destination, customs processing, local carriers, public holidays, and events outside our control. Delivery estimates are not guarantees of carrier delivery time, but we will notify you if we cannot dispatch your order within the stated processing time. If we cannot dispatch your order within the stated processing time, we will contact you with a revised estimate and give you the option to wait or cancel before shipment for a refund.

My order has not arrived yet. What should I do?

Check your tracking page first. If tracking has not updated for several days or the estimated delivery window has passed, contact customer support with your order number so we can investigate.

What if my package arrives damaged?

Contact us within 7 days of delivery with your order number and photos of the package, shipping label, and product condition. Please keep the packaging until the case is reviewed.