FAQ

 

ORDERS, PAYMENTS & SHIPMENTS

 

What payment methods are accepted in the online shop?

We accept payments by credit card (VISA and Mastercard), via SEPA bank transfer and by PayPal.


How do I redeem an online gift card?

It’s simple: once you’ve finished shopping, proceed to checkout and you’ll find a section where you can input your gift card’s unique code.


How are online purchases shipped? Does P & T also ship internationally?

We send online orders around the world using DHL’s GoGreen shipping, which is CO2-neutral. All carbon emissions generated during shipping are offset by the support of various environmental projects across the globe.

 

How long until I receive my order? Can I track order status online?

Delivery within Germany generally takes 1-2 work days. Orders within Europe can be expected to arrive within 3-6 work days, and international orders within 6-19 work days.
Shipment can be traced on DHL’s website (www.dhl.de) using the provided tracking number.


Can my order be shipped to a different address or to a DHL Packstation?

When placing your order, you are free to designate a delivery address that is different from your billing address, and that includes DHL Packstations. If you need to change the delivery address after completing your order, get in touch with us soon as possible, because your order will be shipped by 2 p.m. on the day after it is placed. We can be reached by email at service@paperandtea.com or by phone at +49 30 555 798 080.


What are the shipping costs for online purchases?

Within Germany, orders under €75 are shipping for a flat shipping rate of €3.90. Orders totaling €75 or more ship for free.
For orders within Europe, we charge a flat €9.90 shipping fee, or €0 on orders over €150.
Deliveries outside of Europe incur a flat €24.90 shipping fee, or €0 on orders over €250.
Shipments to countries outside of Europe may incur additional duty fees, taxes and other charges, which are the sole responsibility of the shopper/recipient. If you have any questions, just get in touch by email at service@paperandtea.com or by phone at +49 30 555 798 080 and we would be happy to help.


Can I change or cancel my order?

To make changes to an order or cancel it completely, please get in touch with us soon as possible, as orders are shipped by 2 p.m. on the day after being placed. We can be reached by email at service@paperandtea.com or by phone at +49 30 555 798 080.


What should I do if items in my order are damaged?

Please get in touch with our customer service department either by email at service@paperandtea.com or by phone +49 30 555 798 080. Make sure to have your invoice number handy. We will send you a shipping label to print out in order to return the damaged product. Once this has arrived back at our warehouse, we will send you a replacement or issue a refund.


How do I return items?

Unused items can be returned for any reason within 14 days of receipt. Get in touch with our customer service department either at service@paperandtea.com or +49 30 555 798 080 and we will send you a shipping label to send back the products. We’ll need to know your invoice number.



ABOUT P & T

 

Where are P & T products sold? Are there differences in the products stocked at different locations?

Our products can be purchased in our online shop as well as in our stores in Berlin-Mitte and Berlin-Charlottenburg. The range of teas available online and in both stores is the same. There may be some variations in the selection of accessories, as each of our stores has its own focus and we adjust the collections accordingly.
A number of our teas are also sold and served by more than 100 select partners around the world.


P & T sells only “orthodox” teas. What does that mean?

Orthodox tea production describes the traditional process for creating all-natural, whole-leaf tea. In contrast to the mechanized mass production that is widespread in the tea industry today, the orthodox production method stands for experience, handcraft and the highest quality, from harvest all the way to the final drying stage. Click here to learn more.


Where does P & T source its teas?

In order to ensure that our teas meet our high standards for taste and fair-trade production, we consistently strive to source our teas directly from the experts that are growing and producing it. We go right to the source to check the working conditions of the people harvesting our teas and to ensure that production meets our high standards for sustainability and responsible environmental practices. The personal contact between us and our tea producers means long-standing relationships built on trust.


Why are some P & T teas certified organic and others not?

Exceptional flavor and responsible environmental practices are at the center of our values. This is why we focus on whole-leaf teas as well as herbs that are certified organic. Because the process of gaining organic certification can sometimes be prohibitively expensive for some of our tea producers who only produce in very small amounts, we also carry some exceptional teas that are not certified organic.


What is P & T’s stance on sustainability?

We see operating on sustainable principles as more than just our ecological and social responsibility. For us, placing sustainability at the center of what we do also ensures we can maintain the exceptional quality of our teas well into the future. Diligent cultivation, conscientious production and shipping methods, and reusable packaging like our tea caddies are all part of our holistic mindset on sustainability.


How are P & T products packaged?

Our packaging has been designed with two equally important focuses in mind. For starters, because of our commitment to responsible environmental practices, we only FSC-certified paper sourced from sustainably grown forests for our packaging, or we choose reusable formats like our tea caddies. Second, because our teas need to be protected from the elements in order to maintain their flavor and purity, our Aroma Bags contain an impermeable inner layer of aluminum. As a gifting option, Aroma Bags also come in a Fancypack version, wrapped in an additional layer of heavy, textured paper.



ABOUT THE
P & T COLLECTION


Which teas are best suited for the tea novice?

The teas that you will like the most will depend on your personal tastes and preferences, as each of our teas has its own individual character. However, several stand out as good entry points into the world of pure, whole-leaf tea: Happy Huizong, Four Seasons of Spring and Yunnan Gold are all particularly accessible.
For a broad introduction to our collection of diverse teas, our Boxes of Six are ideal, offering six different tea samplers in one package.
Berliners and visitors to the city are welcome to visit our two stores, where highly experienced teaists will be happy to introduce our tea collection and prepare teas for tasting.


What is the meaning of the different terms in the tea descriptions?

  • Name: We’ve given each of our teas their own unique name to capture their individual characters and stories.
  • Generic Name: Some of the tea varieties we carry, ones that have been grown and produced in the same way in certain regions for hundreds of years, have long been known in the tea world by particular names. When this is the case, we include the tea’s generic name in its product description.
  • Qualifier: When there are particular qualities to a tea, we name it here. These may include which harvest (or “flush”) it comes from, or whether it’s a blend of different tea varieties.
  • Origin: The place (region and country) where the tea was grown and produced.
  • Organic: This section of the tea description lets you known whether a tea has been certified organic in accordance with EU regulations.
 

Does tea have caffeine?

Yes, caffeine is one of the substances that gives tea its flavor and stimulating effect. However, there is a dramatic difference between the effects of caffeine from coffee and that from tea. Tea also contains antioxidants that ensure the caffeine is released more slowly into the bloodstream, creating an effect that is gentler and longer lasting.
For a more potent caffeine rush, we recommend Pu Er Bai Ya, Penumbra, Archer’s Assam and Yerba Mate.

 

Does P & T offer decaffeinated teas?

No, because only pure, natural, untreated teas meet our high standards. Naturally low-caffeine options include our Daily Toast and Kumano teas. Our collection of herbal tisanes also offers a wide range of options for caffeine-free enjoyment.


Why do P & T teas cost so much more than teas at the supermarket?

When considering the package volume alone, our teas may initially seem more expensive than teas sold at supermarkets. However, due to their high quality, our teas are more aromatic and also suited for multiple infusions.  On average, a cup of our tea costs less than a cup of commercial soft drink.


I’m worried that I will do something wrong when making my tea. Is it difficult to brew P & T teas properly?

Not at all! On the label, you’ll find information on the water temperature, dosage and infusion time recommended by our teaists.


What’s the best way to store my tea?

To preserve the aromas and active components of your tea for as long as possible, store it at room temperature, away from light, air, strong odors and moisture. The Aroma Bags that our teas are sold in are well suited for storage, as are the ceramic, wood, and metal jars in our accessories collection.


What is cold-brewed tea?

Cold brewing is a simple and practical way to infuse tea using cold water. The advantage of this method is that it allows tea to release its aromas more slowly and gently than with a hot-water infusion, creating a subtler, sweeter brew. In addition, infusion time is more flexible than with hot-brewed tea.


I’ve heard that tea is good for you. Which teas are the healthiest?

Numerous studies over the past decades have shown that drinking tea can have positive effects on health. It is not prudent, however, to make generalized statements such as, for example, green tea being better for you than black tea. Due to the wide range in tea processing techniques, every tea contains different levels of active ingredients and can have different physical effects.


Why are many of your teapots so small?

High-quality whole-leaf teas can be infused multiple times, releasing subtly different aromas and flavors with each infusion. Smaller-sized teapots are designed for this purpose, enabling you to enjoy your tea to the fullest without having to use an excessively large amount of leaves. In addition, brewing larger amounts at a time with a bigger pot means tea sits around for longer before being drunk, which affects its taste. A succession of smaller infusions, on the other hand, means your tea is always fresh and flavorful.


How do I clean my tea accessories? Are they dishwasher safe?

In terms of care and cleaning, our tea accessories fall into two categories: those with non-porous surfaces, and those that are porous. Accessories made from glass and glazed ceramics fall into the first category, which means they don’t absorb odors or flavors from their environment. Products from this category can be washed with detergent or put in the dishwasher as long as they don’t have any parts, such as a handle, made from wood or other non-dishwasher-safe materials.
Unglazed ceramics are porous and can therefore absorb odors and flavors. For this reason, you will need to follow a few simple guidelines for proper use and care.