Question and Answer
Here, you will find answers to frequently asked questions that we regularly receive from our customers and visitors. We understand that it can sometimes be challenging to find the right information, so we’ve compiled this page to assist you. Whether you’re seeking information about our products and services or have questions about our company or website, we are here to help. Below, you’ll find a list of frequently asked questions and answers, but if you can’t find the answer to your question, please feel free to contact us. Our team is ready to assist you and answer your inquiries.
- What payment methods does Wright Tea offer? Wright Tea offers various payment methods, including iDeal, credit card, PayPal, Bancontact/Mister Cash (for Belgium), Klarna (pay later), and Apple Pay.
- Is it safe to make online payments at Wright Tea? Yes, all online payments are securely processed by Mollie. This ensures that you can make online payments at Wright Tea safely and without worries.
- Are product prices inclusive of VAT? Yes, all product prices displayed in the Wright Tea online store include VAT. This way, you always know what you're getting, and there won't be any surprises.
- Can I manually transfer funds from my personal bank account? Currently, it is not possible to manually transfer funds from a personal bank account.
- What should I do if I have questions or issues related to payment? If you have any questions or issues regarding payment, you can always contact Wright Tea's customer service.
Shipping and Delivery
- How quickly will my order be shipped? If you place your order before 2:00 PM, we will do our best to ship it within 1 business day.
- What is the delivery time for my order? Generally, delivery takes place within 2 to a maximum of 3 business days.
- During what times will my order be delivered? Delivery occurs between 9:00 AM and 6:00 PM, but we cannot guarantee that delivery will take place at this exact time.
- What happens if some products are out of stock? It's possible that some products are not immediately in stock, which may lead to some delays in the delivery.
- What happens if the specified delivery time is not met? If, for any reason, we cannot meet the specified delivery time, we will notify you as soon as possible.
- What are the shipping costs for my order? For consumers, the following shipping costs apply: orders within the Netherlands and to Belgium over €60 are shipped for free. For orders within the Netherlands under €60, we charge €6.95 in shipping costs, and for orders to Belgium under €60, we charge €7.95 in shipping costs.
- Can I track my order with a tracking number? On the day of shipment, you will receive an email with the tracking information for your order, allowing you to track it.
- Who delivers my package? Your package is dispatched from our European distribution center in the Netherlands and delivered by DHL.
- What should I do if I accidentally provided the wrong delivery address? Please contact us as soon as possible. We will attempt to modify the order for you.
- Can I make changes to my order after it has been placed? If you provided the wrong delivery address by mistake, please contact us as soon as possible. We will attempt to modify the order for you.
Warranty and Complaints
- What is the warranty period for Wright Tea products? If there is a defect covered by the warranty, you should report it to us within 14 days after discovery.
- What should I do if my product is damaged during transport or if I detect a defect? Please report this to us within 14 days after discovery by emailing us at firstname.lastname@example.org. If the defect is covered by the warranty, we will provide free repair or replacement.
- Can I also report my complaint through the European Commission's ODR platform? Yes, starting from February 15, 2016, consumers in the EU have the option to report their complaints through the ODR platform of the European Commission. This platform can be found at http://ec.europa.eu/odr. However, we recommend initially making complaints known to us through email@example.com.
- Can I return my order? Yes, you have the right to cancel your order within 14 days of receiving it without providing a reason. After canceling, you have an additional 14 days to return the product.
- Can I return all products? Yes, you can return all products.
- Do I need to return the product in its original condition and packaging? If you exercise your right of withdrawal, the product, with all supplied accessories and - if reasonably possible - in the original condition and packaging, should be returned to the business. If the product is damaged or the packaging is more damaged than necessary to establish the nature, characteristics, and functioning of the product, we may charge you for the depreciation in value. Please handle the product with care and ensure it is well packaged for returns.
- Who pays for the return shipping costs? Only the return costs are at your own expense. For the exact rates, please consult your carrier's website.
- Will I receive a full refund when returning the product? Yes, you will receive a full refund, including shipping costs.
- When will I receive my refund after returning the product? Wright Tea will refund the amount due within 14 days after your return is received in good order.
- How can I request a return? You can contact Wright Tea via firstname.lastname@example.org to request a return.
Contact Wright Tea
- Where can I go if I have a question? If you have a question, we would like to refer you to our frequently asked questions. If the answer to your question is not listed here, you can contact our customer service.
- How can I contact customer service? You can contact our customer service via email (email@example.com) or by phone (+31 (0)88 24 088 24). If you prefer, you can also contact us via Instagram.
- When is customer service available? Our customer service is available on weekdays from 09:00 to 17:30.
- How quickly can I expect a response when I send an email? On weekdays, we respond to emails within 24 hours. So if you send an email after 17:30 on Friday, it may be that you will not receive a response until Monday.
- What are the costs of telephone contact with customer service? The telephone contact with our customer service is at local rates. This means that you only pay the costs of a local phone call.
- Is Wright Tea located in the Netherlands? Yes, Wright Tea is located in the Netherlands, at Schouwburgplein 34, 3012 CL Rotterdam. Please note: this is not a visiting address, but exclusively for returning orders. For more information about returning orders, we would like to refer you to our 'Returns' page.