General Questions

Questions about shipping or how to shop for tea online

You can call us at +34 693 821 998 / +31 6 22 33 77 31. Or you can send us an e-mail at info@twelvet.com. We will do our best to respond your e-mail in 24 hours.

The opening hours are Monday to Friday from 10:00 AM to 5:00 PM Central European Time (CET).

If your tea parcel has not been opened yet you can apply for a refund. The best way to do this is by emailing us your order number and reason for returning the item. One of our support staff will then let you know what you need to do to get a refund.

Our tea range is divided into twelve kinds of teas. So we always have twelve sorts of tea. This is our tea range: white tea, green tea, oolong tea, black tea, pu’erh tea,  melange, flowers, iced tea, exclusive and seasonal tea. From every sort we have one or more teas.

We have a minimal amount of 50 grams. If you want to taste something you can tell us in the description of your order. TWELVET always provides an additional extra sample with your order. We will try to send the sample of your choice, though it may happen that you do get a different flavour than requested.

Yes, that’s possible. For only €1,- we will wrap your gift. All you have to do is mark the option ‘it’s a gift’. You can mark this in your check-out. If you have special conditions, for example you don’t want to wrap all the teabags, please let us know in the description.

Whenever you make an order over €50,- the shipping costs are free. Shipping across borders may incur additional fees.

Shipping costs Holland: €3,95
Shipping costs Spain: €3,50

Once we have received your order it usually takes 5 working days until you receive your package.

We have a minimal amount of 50 grams. If you want to taste something you can tell us in the description of your order. TWELVET always provides an additional extra sample with your order. We will try to send the sample of your choice, though it may happen that you do get a different flavour than requested.

When we have received the order, we will send you a confirmation by e-mail. This e-mail includes your tracking number. You can use this number by entering this number on the carrier’s website and you will see exactly where your shipment is at.

  1. Check if you have entered the right e-mail address and password. Maybe you didn’t use your primary e-mail address.
  2. If you tried to copy paste the password, it might not work. So you should try to do it without copy paste.
  3. Click on the ‘FORGOT PASSWORD’ button and we will reset your password and send you a new password.
  4. If you have tried all the above and it’s still not working, please contact us at service@twelvet.com

At the moment we accept iDeal & PayPal. You can also do a bank transfer to our TWELVET account (and as soon as we have received the transfer we can send you the order.)

You only have to sign on when you are definitely doing on order at the website.

When we have received the order, we will send you a confirmation by e-mail. This e-mail includes your tracking number. You can use this number by entering this number on the carrier’s website and you will see exactly where your shipment is at.

If you have received our newsletter and wish to unsubscribe, simply click the “unsubscribe” link on the bottom of the email and we will no longer send you our tea promotions.