Help - Faq

Placing an order

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover cards, and PayPal. Please note that all transactions are in US Dollars.

How can I apply a promo code to my order?

To apply a promo code to your order, you can type in the promo code at checkout in the “cart” section. If you proceed to payment without entering your code you’ve gone too far and need to go back to your cart. You can only use one promotional code per order.

How do I know if my order went through?

Once you’ve successfully completed your order, you should see an on-screen confirmation message and you will receive an order confirmation email with an order number shortly after. Sometimes our confirmation emails might go into your junk folder, so you might want to check there too.

Can I cancel or edit my order after it has been confirmed?

Unfortunately, once an order is placed, we are unable to cancel or make changes before it ships.

Can I split my order across multiple delivery addresses?

Unfortunately at this time we’re not able to split a single order, we apologize for the inconvenience.

Can I change my shipping address after I’ve placed my order?

Unfortunately, once an order is placed, we are unable to cancel or make changes before it ships.

Can I add to an existing order?

Unfortunately, at the moment we are not able to edit an order after it has been placed. However, if you place another order within a few hours of your original order, please email us at info@us.palaisdesthes.com and we will happily refund you one of the shipping fees once you receive your order.

What if my shipping address is different from my billing address?

You can modify your billing address at checkout in the “payment” section. Simply untick the box “My billing and shipping address are the same” and add in your billing address.

How do I add a gift message?

At checkout, in the “cart” section, you can add a gift message. Please note we cannot add gift messages once your order has been confirmed.

Will there be any receipt or invoicing in my Palais des Thes delivery?

Your Palais des Thes delivery will only include a packing slip.Please note that only orders shipping to Canada will have a commercial invoice included due to customs regulations.

Do you offer gift wrapping?

Unfortunately, we do not offer gift wrapping at the moment. However, we have several gift boxes, you can explore our selection here (link: https://us.palaisdesthes.com/en_us/box-sets/).

I have a technical problem and I cannot place an order

Unfortunately technical problems occur from time to time and we will do our best to assist you. We invite you to contact our customer service team at info@us.palaisdesthes.com or call us at 212-813-2882 Ext. 1.

Can I place my order over the phone?

Our customer service team will be pleased to take your order over the phone at +1 (212) 813-2882, Monday through Friday, from 9:00 AM to 6:00 PM EST (excluding holidays).

Does Palais des Thes offer corporate gifting?

Yes, we do corporate gifting. Please email us at retail@us.palaisdesthes.com for more information.

How can I buy a gift card?

You can purchase a gift card by calling us at 212-813-2882 Ext. 1. Unfortunately gift cards cannot be purchased online at this time.

Delivery information

What delivery services do you offer?

At the moment, we only offer one standard delivery via FedEx. Please see here for more information.

Do you deliver to PO boxes?

We can’t ship to P.O. boxes. If you entered a P.O. box as your delivery address we will contact you to get an alternative address. Please note that this may delay your delivery.

How will I know when my order has shipped?

You will receive an email from us when your order has shipped. Please allow 1-3 business days for your order to ship and up to 7 days for delivery. Some customers may experience delays due to COVID-19 safety protocols. We thank you for your understanding.

How can I track my order?

You can track your order with the FedEx tracking number provided in your shipment notification email or by logging into your account on us.palaisdesthes.com / order / “track your order”.

I have not yet received my order

If your order has not been delivered within 10-12 working days, please email us at info@us.palaisdesthes.com and we will look into this for you.

My order is marked as "delivered" but I have not received it. What do I do?

If your FedEx tracking number states your order has been “delivered” but you have not received it, please email us at info@us.palaisdesthes.com and we will look into this for you.

My customer account

Do I need to create an account to place an order?

Yes, to place an order, you must create an account. To do so, click on “My account” on the top right hand corner of our home page and click on “Create My Account.” Your privacy is our number one priority and none of your information will be shared with a third party.

How can I modify information in my account?

You can modify your information at any moment via your account: see the "My account" section at the top of this page.

I forgot my password

If you have forgotten your password, there’s no need to create a new account; you can reset your password immediately by clicking on the "My account" section at the top of this page and then “Forgot your password.” You will be asked to put in your email address at which point you will receive a reset password link in your inbox. Sometimes our emails might go into your junk folder, so you might want to check there too. If you’re still having trouble, feel free to contact us at info@us.palaisdesthes.com and we will look into this for you.

How to receive the newsletter

If you’re interested in staying up to date with our latest news, you can subscribe to our newsletter by entering your email address in the relevant field at the bottom right of our page.

How do I check my reward program balance?

To check your reward program balance, sign in to your Palais des Thés and click on the tab “Rewards Program”.

How can I unsubscribe from the newsletter?

We’ll be sad to see you go! If you’d like to unsubscribe, just hit the 'Unsubscribe' button at the bottom of the email newsletter. You can resubscribe at any time.

How can I contact customer service

If you have any questions, please do not hesitate to contact our customer service team here (lien: https://us.palaisdesthes.com/en_us/contact/) Our team is available Monday-Friday between 9am-6pm EST (excluding holidays).

Information about our teas

How many teas are available in Palais des Thés' collection?

While it varies depending on the season, approximately 200 teas are available. We offer various packaging, including 3.5 oz loose leaf pouches, metal tins and individually wrapped cotton tea bags. We also have assortment sets of loose tea and tea bags that are perfect for gifting.

What types of flavouring do you use?

Natural flavoring is obtained by extracting aromatic substances contained in spices, citrus, flowers and fruits, to name a few examples. Synthetic flavoring is used if the aromatic substances are difficult or impossible to extract (for example, vanilla cream,) or are an entirely artificial creation (such as “cola” flavors commonly found in candy). The safety and quality of our teas and infusions is of utmost importance to Palais des Thes. That is why we favor natural flavourings in our creations and avoid entirely synthetic creations. All our flavourings are sourced exclusively in the European Union, thereby ensuring their quality.

I cannot find the tea I want to order. Is it still available?

You can look for a tea using the search menu by entering the name of the tea. If you cannot find the tea you are looking for, then it may be temporarily unavailable or out of stock (our Grand Cru teas are only available in very small quantities). If you are unsure, feel free to contact customer service at info@us.palaisdesthes.com.

Sampling policy

All orders come with three free tea bag samples. Unfortunately the samples you receive are based on availability and cannot be chosen. At this stage, we’re unable to send out samples before you’ve placed an order.

How to prepare my tea?

Preparing tea is an essential condition to making the most of your infusion. For the optimal water temperature, steeping time and tea quantity, check the infusion chart on each tea page on our website or on the packaging.

My health benefits

A lot of things are said and written about tea. It is sometimes difficult to know what is actually true. We would like to invite you to read our Tea & health page

I would like more information on a particular product

If you have any questions regarding a particular product, please email us at info@us.palaisdesthes.com and a customer service representative will happily come back to you shortly.

Our commitment

Palais des Thés has a core mission to bring you the most exceptional harvests while being committed to sustainable business practices and preserving the tea sector and their livelihoods. Find out more here

Presence of allergens

In accordance with regulation EC 1169/2011 on the provision of food information to consumers, Palais des Thés informs its customers of the presence of allergens in its products, indicating the allergens in bold type in the list of ingredients.

The Tea School

Due to COVID-19, our Tea School is closed until further notice.
What is the Tea School?

The Tea School offers outstanding courses that reveal the secrets of this ancient drink and the art of tea tasting. Its expert tea sommeliers teach their craft to newcomers and connoisseurs alike, in classes to stimulate the mind and the senses. Whether you are taking your first steps in tea, are interested in the art of tea tasting, want to learn about pairing tea with food, or dream of experiencing a Cha No Yu ceremony, the Tea School is for you. Today, the Tea School has locations in New York, Paris and Moscow. It was established in Paris in 1999 by François-Xavier Delmas, founder of Palais des Thés, and Mathias Minet, expert blender of flavored teas.

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