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Help - FAQ


My Account

How do I create an account?
Creating an account is very easy: on our homepage, in the top brown section, just click on the “New Customer? Sign in” icon and let us guide you step by step. 

How do I return to my account?
On our homepage, in the top brown section, just click on the “Login” icon to access the page where you will be able to enter your email address and password.

How do I change my personal information?
Login to your account then click on “Email and password” or “My address book” on the left-hand side menu to access your personal information and change them.

I forgot my password: what should I do?
This is not a problem! On our homepage, in the top brown section, just click on the “Login” icon then on the “forgot your password?” sentence below the password box.


My order

How do I place an order?
Browse our website and choose the product you like then click on the “quick checkout” or “add to cart” button. If you click on “quick checkout”, you will automatically by guided step by step tp quickly and safely proceed to payment. If you click on “add to cart”, your purchase will appear on the shopping bag on the top right-hand side corner of the homepage. Continue shopping until you are done then click on the “checkout” button below the shopping bag and let us guide you safely through payment.

Will I receive an order confirmation?
Of course! Once you have paid you will receive an email confirming your purchase with your order and delivery details (e.g. products bought, delivery address etc.)

How do you ship my order?
We use Fedex to ship orders to the US, Canada and Mexico. Please check our shipping rates page to learn more about shipping costs depending on the delivery address. Shipping is FREE for all orders over $75 to be shipped in the US 48 contiguous states. For delivery outside the US, Canada and Mexico, please contact us. 

What is the gift delivery option during checkout?
If you wish to send a gift, we offer you the option to add a message with your gift. Your message will be printed on a paper with our logo on it and included in the gift. The bill will be sent to you separately.

What is your return policy? 
Your satisfaction is our day-to-day goal! We believe you will be very happy with our products, but if anything is not as you expected it to be, we will accept any returned items within 30 days of your purchase. Please email us at  to obtain our return shipping address and a return authorization number. We will help organize any return. When returning your product, please include a note in the box telling us why you are returning the order, as well as your name, phone number, email and your original order number. Since tea is a food item, none of our teas is returnable. However, if you are not fully satisfied with one of our teas, please email us at and we will do our best to have you satisfied.


Payment - Security

Are payments secure on your website?
Yes, absolutely: Palais des Thés website is a safe place to shop. We use the latest encryption technology, SSL or Secure Server software, to insure that your personal information is safe and protected. For example, when you order from us, information such as your name, address or credit card number, is encrypted so that it can’t be read as it is sent over the Internet. Additionally, we don’t sell or trade your personal details to any third parties; we keep them for Palais des Thés and Palais des Thés only.

What do you do with my personal information?
Your privacy is of utmost importance to us. All information collected on our website, by email or over the phone is for Palais des Thés and Palais des Thés only. We don’t sell or trade any customer information.


Our Reward Program

How does your reward program work? 
At Palais des Thés, we love to reward our customers. So each time you order from our website, you save 5% of your purchase amount on your account. You can redeem them whenever you like on future orders. Your purchase amount excludes sales tax, shipping costs or discounts already applied.
Start purchasing now!