FAQ

Direct-to-Door Courier delivery is free for Singapore orders above S$50. For orders below S$50, there is a shipping fee of S$3.90.

We ship out orders every Monday. Delivery typically takes 1–3 working days to reach your specified address.

We use J&T as our Singapore courier partner, and you'll receive an email with a tracking code once your order is shipped out.

Yes! We currently ship to a curated list of international destinations. At checkout, simply select your country and available shipping options will appear automatically. Shipping fees are calculated based on the weight of your items and where they're headed — so you’ll only pay what’s needed, and nothing more.

You’ll see estimated delivery times for your location at checkout — simply choose the shipping option that suits you best. If you're ordering for a special occasion, we recommend placing your order a little earlier, just to be safe.

Our shipping rates don’t include local duties or taxes. Some countries may charge import duties, VAT, or other fees upon delivery. Since it varies for every country, we recommend checking with your local customs office before placing an order, just so there are no nasty unexpected charges.

Kittea's shop currency is set to Singapore Dollars, and accepts all major credit cards. Singaporeans can also pay via GrabPay or PayNow to the following UEN: 53337542L.

Congrats! Someone loves you very much. Here’s how to use it:

1. Find the code on the gift voucher, where it says 'Voucher Code'.
2. Proceed to checkout with your cart full of Kittea goodness.
3. Enter the voucher code in the 'Gift Card or Discount Code' box.
4. Hit 'apply' and you're good to go :)

Drop us an email at hello@mykittea.com within 12 hours to let us know. We'll issue you a refund. It may take a couple of days for the funds to reflect in your bank account.

Similar to cancelling, email hello@mykittea.com within 12 hours with your order number and the changes you'd like to make. For additions, you can also reach us via Chat and we’ll get it sorted.

Oh no :( If your Kittea didn’t fare well on its journey, email us at hello@mykittea.com with your order number and a photo of the issue. If the product was damaged in transit or if there’s a fault on our end, we’ll be happy to make it right — whether that means a refund, replacement, or store credit.

We source our teas from all over the world — because some countries just know their tea. While some blends are consistently sourced (like our Assam and Jasmine Green), others vary based on seasonal quality. Feel free to contact us to learn more about a specific tea.

Our teas can keep for up to 2 years when stored in a cool, dry place away from direct sunlight.

Because every custom order is different, turnaround times may vary depending on your design complexity, quantity, and how quickly we receive your replies. Delay in approving proofs will result in delay of your order. It’s important to check everything carefully — spelling, names, dates — as once a proof is approved, we’ll move into production and can’t make changes from there.

For Fully Custom Tea Gifts:
Your order includes one initial design draft and up to 3 complimentary revisions. Need more tweaks? No problem — additional revisions are billed at $20 per round, and we’ll resume once payment is received.

For Semi Custom Tea Tins:
Your order includes one initial design draft and 2 complimentary revisions. Extra edits are available at $20 per revision after that.

Once your order has entered production, we're unable to reduce the quantity. However, if you'd like to increase your quantity, you may do so up to 2 weeks before your scheduled delivery date — just let us know as soon as possible so we can accommodate it.

Due to the custom nature of your order, we’re unable to offer returns, refunds, or exchanges — with the exception of defective products or incorrect items sent. All samples are considered final and non-refundable.

In the unfortunate event that you are dissatisfied with your order, please email us at hello@mykittea.com within 7 days with a detailed description of the issue, and we will do our best to make it right.

As life happens, we understand that plans can change. You may cancel your order at any time, but please note that the booking deposit is non-refundable.

If work has already begun, a 50% cancellation fee (of the outstanding balance) will be charged to cover time and materials already invested — including design, stock preparation, production setup, and assembly.

We offer complimentary tracked courier delivery within Singapore for Fully Custom Tea Gifts orders. For Semi Custom orders, shipping is calculated at checkout based on weight. All orders are delivered via J&T courier.

Please double-check your delivery address before we ship, as we want your kitteas to reach you safely and swiftly. If you require an express delivery option, do let us know in advance and we'll arrange accordingly to Day-Of express delivery rates.

Once your order is handed over to the courier, Kittea is not responsible for loss, delays, damages, or changes in delivery schedule caused by third parties, severe weather, or other uncontrollable events beyond our control.

All designs created by us remain the intellectual property of Kittea. You may not copy, reproduce, or reuse any of our designs without written permission.

If you'd like to explore exclusive rights to a design, drop us a note at hello@mykittea.com — we’re always happy to chat.