Frequently asked questions

Frequently asked questions

Answers about ordering, shipping, returns, our teas, freshness and brewing. Can’t find what you need? Contact us.

Ordering and payment · Shipping and delivery · Returns and refunds · About our tea · Freshness and sourcing · Brewing tea · Contact us

What payment methods do you accept?

We accept major credit and debit cards (Visa, Mastercard and American Express), Google Pay and PayPal. We do not accept cash on delivery (COD).

Is it safe to pay on your website?

Yes. Your details are sent over an encrypted TLS connection and protected once we receive them. We will never contact you by phone or email to ask for your credit card number. If anyone does, please do not share it and let us know through our contact page.

What name will appear on my card statement?

Your purchase will appear as Tealyra Store on your credit card statement.

Which currencies can I see prices in?

Prices are shown in UAE dirhams (AED). Use the currency switch at the top of any page to view prices in Saudi riyals (SAR) or US dollars (USD).

How do I create an account?

Register here with your email address. Your account keeps your order history, wish list and saved details.

How do I track my order?

Sign in and open Orders (also under Track my order(s) in the account menu) to see the status of your orders. If you need help, contact us with your order number.

Do you offer a discount for new customers?

Yes. Subscribe to our newsletter in the footer of any page and you will get an instant 20% discount on your order.

Do you sell gift cards?

Yes. Our eGift certificates can be bought for any amount from Dhs 50 to Dhs 500 and are sent by email to the recipient with your personal message.

Do you sell wholesale?

Yes. Cafés, shops and businesses can buy through our wholesale store at tealyrawhole.sale.

Do you offer free shipping?

Yes. Shipping is free on orders of Dhs 500 or more. See Shipping Details for the current offer.

How much does shipping cost?

Shipping rates depend on your order, and your exact shipping cost is always shown at checkout before you pay. See Shipping Details for current rates.

How long does delivery take?

Please allow 1 to 2 business days for us to pack your order. Delivery usually takes 4 to 6 business days after your order ships. These are estimates and can vary with the destination and carrier. See Shipping Details for more.

Will I pay customs duties or taxes?

No. You pay no customs duties, taxes or other charges when your order arrives.

What is your return policy?

If your order does not fully meet your expectations, contact us within 30 days of receiving it and we will help. Returns and exchanges are reviewed case by case, and shipping charges are non-refundable. Read the full Return Policy.

My order arrived damaged, incorrect or incomplete. What should I do?

We are sorry about that. Contact us within 30 days of receiving your order, with your order number and a photo if possible, and we will quickly find the best solution. In this case we provide a return shipping label.

Can I return tea that I have opened?

Opened or used tea pouches cannot be returned. If you are not happy with a tea, contact us anyway and we will work with you to find a solution, which may be a gift card.

Which items are final sale?

Gift cards, promotional items and clearance items are final sale and cannot be refunded.

How long does a refund take?

Refunds to your credit card, debit card, PayPal or Apple Pay account usually appear within 5 to 10 business days after we process them, depending on your bank. If the original payment method is no longer valid, we will issue a Tealyra gift card for the refund amount.

Where is Tealyra based?

Canada is our home, and it is where the Tealyra journey began in 2010. Read our story.

How many teas do you sell?

We offer a wide range of loose leaf teas and blends, including black, green, white, oolong, pu-erh, matcha, rooibos and herbal teas, plus teaware to brew them.

Are your teas organic?

We focus on high-standard teas from trusted suppliers. Each product page lists the tea's origin and ingredients.

Do you sell tea bags as well as loose leaf tea?

Yes. Most of our range is loose leaf, and we also offer tea bags.

Which teas are caffeine-free?

Herbal teas, rooibos and honeybush are naturally caffeine-free, as are most fruit blends. Black, green, white, oolong, pu-erh and matcha teas all contain caffeine. You can also browse our decaf teas.

Caffeine by tea type

Caffeine in tea depends on the leaf, how much you use and how long you steep it. These are typical ranges for one 240 ml cup.

Ranges are typical values for comparison, not exact amounts. Shorter steeps and cooler water give a cup with less caffeine. Blends with green tea or yerba mate contain caffeine; check the ingredients.

I am not sure which tea to choose. Can you help?

Try our Tea Finder to narrow down teas by type and taste, or contact us and our team will be happy to suggest a few.

Where do your teas come from?

We import teas from tea-growing regions around the world. China is our main source, followed by Japan, and the rest come from other tea-growing countries. Each product page lists where that tea comes from.

Who are your suppliers?

We work only with trusted suppliers we know well.

Where is your matcha from?

All of our matcha comes from Japan.

How do you keep your tea fresh?

We pack our teas in small, resealable zip-lock pouches that are heat-sealed to keep air out. We pack in small batches and rotate our stock quickly, so tea does not sit on the shelf for long.

How fresh is your tea?

We keep mostly fresh stock and rotate it quickly, so our teas do not sit in the warehouse for long.

When does the new harvest arrive?

It depends on the tea. New-harvest Chinese teas usually reach us around June, and new Japanese teas around September.

Does loose leaf tea expire?

Dry tea generally does not expire and is still safe to drink after years. What changes over time is its freshness and flavour. For guidance, we usually mark a best-before date of 2 years from packing.

How should I store loose leaf tea at home?

Keep your tea in an airtight jar or in its original resealable pouch, closed tightly after each use. Store it in a cool, dry place away from direct sunlight, heat and strong smells. Avoid the fridge, as moisture can spoil the leaves.

How much loose leaf tea should I use per cup?

Use about 1 teaspoon (2 to 3 grams) of tea for every 250 ml (8 oz) of water. Use a little more for large, fluffy leaves such as white tea, and follow the brewing guide on each product page.

What water temperature and steeping time should I use?

As a general guide: green tea 70 to 80°C (160 to 175°F) for 2 to 3 minutes; white tea 75 to 85°C (170 to 185°F) for 3 to 5 minutes; oolong 85 to 95°C (185 to 205°F) for 3 to 5 minutes; black and pu-erh tea 95 to 100°C (205 to 212°F) for 3 to 5 minutes; herbal tea and rooibos 100°C (212°F) for 5 to 7 minutes. Matcha is whisked with water at about 75°C (165°F).

Can I steep the same leaves more than once?

Yes. Oolong, pu-erh and many green and white teas can be steeped several times. Add a minute or so to each new steep. Black teas and herbal blends are usually best brewed once.

What do I need to brew loose leaf tea?

A tea infuser for your cup, or a teapot with a built-in strainer, is all you need.

How do I make cold brew tea?

Put about 1.5 times your usual amount of tea in cold water and leave it in the fridge for 6 to 12 hours, then strain. Green, white and fruit teas work especially well.

How can I contact Tealyra?

Use our contact form or email our support team at support [at] tealyra.com. The contact form is usually the fastest way to reach us.