Frequently asked questions
Read through some our most frequently asked questions here.
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Our top FAQ questions
Please note you can only use one T2 Gift Card per transaction. We apologise for any inconvenience.
Online orders
If you have an international order, head to our International Order FAQs here.
Please note: due to the infrequency of flights into some countries, we have had to reduce the places we are shipping to as our products are taking too long to get there! The list of countries we can ship to is available in the ‘deliver to’ drop down menu in the top left corner of our website. We continually update our list as opportunities arise, and suggest checking back from time to time.
Please note you can only use one T2 Gift Card per transaction. We apologise for any inconvenience.
Gift packaging
International Delivery
Shipping Policy
Please note that T2 is not responsible for any deliveries that may be affected by customs, natural occurrences, transfers from Australia Post to the local carrier in your country, air and ground transportation strikes or delays, nor any extra fees customs or back-end charges once the package has left Australia.
Please note that all shipping timeframes are from the time of dispatch. Dispatch can take 1 to 3 business days from the time of your order being placed. Please note that this does not include public holidays, weekends or sale and promotional periods.
Please note that for international shipping outside New Zealand and Singapore, orders need to be placed via our Australian website. Alternatively, you can view the full list of countries we deliver to by clicking on ‘deliver to’ in the top right corner of the T2 homepage.
International Orders
- Canada
- China
- Hong Kong
- Japan
- Malaysia
- Mexico
- Oman
- Philippines
- Qatar
- Saudi Arabia
- South Korea
- Switzerland
- Taiwan
- Thailand
- United Arab Emirates
- United Kingdom
- United States
Dispatch of your online order from our Melbourne warehouse will generally take between 1 to 3 business days* from the time of your order being placed.
Express orders are dispatched no later than next business day* from our Melbourne warehouse.
*Please note that dispatch timeframes do not include public holidays or weekends. Sale and promotional period may extend dispatch times.
For UK Customers, Australia Post recommends ensuring you have a Royal Mail account linked to the email address used when placing the order to ensure they provide you with tracking information within the UK.
For some international countries, Australia Post cannot provide all tracking information, and we recommend using a world wide tracking service in these instances who will be able to provide more information from your local carrier once your parcel has reached your destination country.
For international orders, Australia Post are unable to redirect your order, however you can reach out to our Customer Care team here who may be able to assist further.
Delivery
Shipping Policy
Please note that T2 is not responsible for any deliveries that may be affected by customs, natural occurrences, transfers from Australia Post to the local carrier in your country, air and ground transportation strikes or delays, nor any extra fees, customs or back-end charges once the package has left Australia.
Please note that all shipping timeframes are from the time of dispatch. Dispatch can take 1 to 3 business days from the time of your order being placed. Please note that this does not include public holidays, weekends or sale and promotional periods.
Dispatch of your online order from our Melbourne warehouse will generally take between 1 to 3 business days* from the time of your order being placed.
Express orders are dispatched no later than next business day* from our Melbourne warehouse.
*Please note that dispatch timeframes do not include public holidays or weekends. Sale and promotional period may extend dispatch times.
Domestic shipping timeframes:
Standard: 3 to 5 business days.
For international shipping timeframes, please refer to our International Delivery FAQs here.
Standard shipping — 3 to 5 business days — $10.00
Please note the free shipping offer and shipping costs are subject to change without notice.
For international shipping costs, please refer to our International Delivery FAQs here.
Click & collect
1. Choose your items online and add to your shopping bag.
2. Login to your T2 Tea Society account and select the Click & Collect option at checkout.
3. Select your store for pickup
Enter your postcode, select your preferred T2 store and complete the checkout process.
4. Wait to hear from us
Once you’ve placed your order, you or your nominee will receive an email to let you know that the store has received your order. You will then receive another email notification when your order is ready for collection — within approximately 3 business hours. To avoid disappointment, please wait until you receive a 'ready for pickup’ email before visiting your pick-up store. If you come in to collect your order before you receive the email, your order may not be ready.
Note: If you have not received your email after 4 business hours, please reach out to our Customer Care team here. Our support hours are Monday to Friday 8am – 5pm AEST/AEDT.
5. Collect your order in-store
Once you receive the email that your order is ready for collection, head into your selected store during trading hours. Once you arrive at the store, our team will direct you to the Click & Collect collection point. You will be asked for your order number, name and to show photo ID. Once confirmed , a team member will collect your order so you can be sipping with a smile in no time.
6. Contactless Click & Collect
If you are visiting a Contactless Click & Collect location, we will firstly confirm your photo ID , and then place the order on the counter for you to grab in an effort to minimise contact — this is for both your own and our team members safety!
If you have not received an email stating your order is awaiting collection after 4 business hours, please reach out to our Customer Care team here. Our support hours are Monday to Friday 8am – 5pm AEST/AEDT.
Simply select ‘nominee for collection details’ and fill in the nomination details when completing your Click & Collect order. You will both receive an email notification when the order is ready for collection. Your nominee will just need to show this email and valid photo ID to our friendly store team to collect your order.
Only the purchaser or collection nominee are authorised to collect your Click & Collect order. At this stage, we are unable to change the names on Click & Collect orders once they are placed.
At checkout, you will need to select one of the following options in the event that items are out of stock:
- Have your entire order delivered for free
- Refund your entire order
- Have a Customer Care team member call you to discuss your order.
Returns & Refunds
For purchases made in November and December you can exchange or refund until 31 January the following year.
Please note that a proof of purchase must be provided, and the product must be in its original saleable condition. We are unable to accept returns or exchanges for our tea products once they are opened. If you would like more information on a flavour before you purchase, our friendly team in store are always happy to help. Alternatively, you can reach out to our Customer Care team via phone or through our Contact Us page on our website. In the event that your product is faulty, does not match its description or perform its function, then a refund will be made in its original payment method or store credit will be awarded.
My Account
Our products
Tea
In the unlikely event that you experience an allergic reaction to our tea, please contact our Customer Care team here.
Please note: it is known that people who suffer from hypertension should avoid excessive consumption of liquorice root. All teas that contain liquorice root will be clearly labelled as such on the ingredient listings either on the back of each box, foil or tin, or on the product description page on our website.
As a rule of thumb, almost all our teas generally contain less than 1 g/0.03 oz of nutritional content (protein, fat, carbohydrates and sugars) per 100 ml/3.3 fl oz, and hence don’t need a nutritional information panel (NIP). Therefore, if your tea doesn’t contain a NIP be assured that all the nutritional information for your tea is less that one gram per 100 ml/3.3 fl oz.
We do, however, have a small range of teas that contain NIPs. These are either teas that contain more than 1 g/0.03 oz of nutritional content per 100 ml/3.3 fl oz, or teas that include a compound ingredient (like mango pieces or hazelnut brittle). These NIPs will explicitly list the nutritional value of each tea.
If you have any other questions, please get in touch with our Customer Care here.
If you are looking to avoid caffeine, we would recommend our fruit teas, herbal and floral tisanes, rooibos and honeybush teas.
Sip Me Quick
Teawares & Tea Accessories
Stainless Steel Flasks
Gentle hand wash and immediately pat dry. Not suitable for the microwave or the dishwasher.
Jug-a-lot
Infuser: Once finished brewing, discard the tea leaves inside the infuser by tapping into the bin immediately. Then, rinse in warm soapy water to prevent staining and pat dry.
Teamaker
Gentle hand wash and pat dry. Not suitable for the microwave or the dishwasher. Once finished brewing, discard the tea leaves by tapping into the bin. Then, give the inside a quick rinse with warm soapy water and pat dry.
Ceramics with metallic trimmings and detailing
Gentle hand wash and pat dry. Not suitable for the microwave or the dishwasher.
Solid colour ceramics with no metallic trimmings and detailing
Suitable for the microwave and dishwasher (excluding infuser) although to ensure the longevity of your item we would recommend a gentle hand wash and pat dry.
Glass
Gentle hand wash and pat dry. Not suitable for the microwave or the dishwasher.
Storage tins
Wipe with a cloth. Not suitable to be hand washed or submerged in water. Not suitable for the microwave or the dishwasher.
Infusers
Gentle hand wash and pat dry. Not suitable for the microwave or the dishwasher.
Not sure how to care for your T2 item? Send a note through to our Customer Care team here, and they’ll help you out!
Gift Cards
Please note you can only use one T2 Gift Card per transaction. We apologise for any inconvenience.
Packaging
Packaging is a hefty topic and our improvements in this space are ever evolving. As at 2022, this is our detailed progress so far:
Compostable Teabags
Since June 2021 our tea has come packed in compostable teabags, made from plant-based materials. The bag (including the string) is made from Polylactic Acid (PLA), with a paper tag that’s printed with vegetable ink. They are heat sealed, making them glue and staple free. Polylactic Acid is a biodegradable bioplastic made from plant sources (in our case, corn starch). We suggest commercial compositing for these teabags and recommend checking with your local council for options on where and how to do this.
Plant-based Polybags
Our loose leaf tea is wrapped in plant-based polybags, which are compostable. We recommend checking with your local government’s kerb-side green waste pick up service before placing bioplastics in your home compost bins. If you are a home composting connoisseur, you can also pop your poly bags in there!
Compostable Shopping Bags
Shop in store and your tea treats will be packed in uncoated shopping bags. These can be recycled when you’re ready to be rid of them. We have added a small charge to carry bags, you can read more about this here.
Greener Gift Wrap
With the exception of our stickers (we’re working on it), our gift wrap is entirely recyclable.
Foils Need Refinement
We’re still working on our individual tea sachets and signature black refill foils, which aren’t made from a compostable material. We are in the process of investigating alternatives.
Some local governments provide soft plastic recycling options, which our signature black refill foils may be eligible for. We recommend contacting your local government directly for further information before using these services.
For our Australian sippers, the REDcycle scheme is no longer operational. Unfortunately, this means that there is no collection service for our soft plastic packaging available for our customers at the present time. As stated above, we are in the process of investigating alternatives.
RECYCLABLE
- Tea boxes
- Gift wrapping
- Shopping bags
- Tissue paper
- Stickers
- Black Foils
- Inner liner of tea cubes
- Teabag (including string and label)
Most of our gift wrap (excluding stickers) and our tea boxes can be recycled through home recycling.
Compost and Worm Farms
If you’re a home composter, you’ve got the green light to compost whenever you see the ‘home compostable’ label on our loose leaf tea wraps.
Our teabags are biodegradable and will eventually break down in a home composting environment however for a quicker breakdown it's best that they are commercially composted. We recommend checking with your local council about options for disposal as some councils may accept through general green waste.
All our loose leaf tea leaves can be put into your home worm farm/compost. For your worm farm we’d suggest testing different teas in a small quantity first, and recommend avoiding teas with high acidity ingredients like citrus.
But, we know things happen and bags get forgotten. The $1 we charge for a carry bag is invested into carbon offset initiatives we support through Qantas Future Planet.
Our partnership with Qantas Future Planet focuses on two projects, one based in Australia and the other in India.
Arnhem Land Fire Abatement Project, Northern Territory, Australia
This project is managed by Aboriginal Traditional Owners and focuses on controlled early burns to reduce the frequency and extent of dry season wildfires.
Winds of Change, Madural, India
This is a renewable energy project where farmers sell small portions of their land for wind turbines to be built, allowing for farmers to continue growing crops and grazing livestock up to the base of the turbines.
For more information on these projects, please refer to our 2022 Impact Report found here.
One, Matcha is messy. Our conclusion, after many failed attempts (and arduous cleanups), is that Matcha is too fine of a powder to be sold in refill foils.
And two… wonderful, comforting, energising Matcha is worth its weight in gold. It also happens to be just as costly. Matcha comes with a high price tag due to its intensive creation process and anything higher than 50 grams starts to teeter into the “way too exxy” basket. For this reason we prefer to keep the quantities low.
B Corp Certified
As a B Corp community we actively work on reducing inequality, lowering levels of poverty, creating healthier environments (inside and outside the office) and building stronger communities.
Our recertification shows that we have not only maintained our standards since 2020, but we have improved in the above areas.
You can read about our B Corp journey here or if you’ve got a specific question, we’re always around to answer it. Contact us here.
Sustainably Sourced Tea
“Sustainably sourced” is a broad term for products that carry any one of 17 accreditations. This includes Fairtrade and/or Certified Organic.
Certified Organic
Certified Organic is just one type of accreditation awarded to products that have been grown and produced within regulated guidelines i.e. without synthetic chemicals, fertilisers or GMO’s for example.
How we label
Accreditations are always changing and evolving however our teas are (and always will be) 100% sustainably sourced. We use “sustainably sourced” because our teas are an assortment of these 17 accreditations.
We don’t source tea directly from tea farms.
Our journey started back in 2019, when we contacted our longtime supplier in Thailand about becoming Certified Organic. As they were already Thai Organic Certified they were initially reluctant about the need for another certification. Upon commitment to cover all costs of the process we were able to bring them onboard for the journey.
The process started with a pre-audit conducted by UEBT in Thailand (UEBT is the standard organisation for UTZ standard for herbs and spices). This was completed in October 2019 and involved checking production sites and farms so we could address any corrective actions that needed to take place. These were minor and allowed us to step in and support quickly with a frame contract and 3 year purchasing guarantee being drawn up and committed to in early 2020.
With a slight delay due to Covid-19, the final audit was completed in 2021 with our first UTZ certified lemongrass arriving in April of that year.
Our Certified Lemongrass lemongrass project has brought a great benefit to us, but also to the supplier. It has helped protect biodiversity in cultivation areas, improving soil health and reducing emissions as a result. Our partnership continues today with further discussions to take place (Covid-19 permitting) later this year.
Teawares
Payment & Promotions
Please note promo codes must be applied to receive the qualifying item or offer. Only one promotional code can be used per order and cannot be used in conjunction with any other offer.
Please note you can only use one T2 Gift Card per transaction. We apologise for any inconvenience.
Afterpay
To see Afterpay’s complete terms, visit https://www.afterpay.com/en-AU/terms-of-service.
- A debit or credit card.
- To be over 18 years of age.
- An Australian or New Zealand residential address.
- An Australian or New Zealand billing & delivery address.
- At checkout, just select Afterpay as your payment option and you will be redirected to the Afterpay website to process payment.
- Register or log in into Afterpay and follow the prompts.
- You will then be redirected back to our website to receive your order confirmation.
- Please note that Afterpay's maximum transaction limit is $1000; however, each order is subject to Afterpay's credit assessment.
Zip Pay
- Australian citizenship or permanent residency.
- At least 18 years of age.
- A valid Facebook or PayPal account, in your own name.
- A valid debit or credit card, in your own name.
- No history of declared bankruptcy or insolvency.
- Add items to your shopping bag and checkout.
- Select Zip as your payment method – you will be redirected to the Zip website.
- Register or login to your Zip account and confirm payment.
Klarna
- A valid debit or credit card to pay
- You must be 18 years old and capable of entering into a legally binding contract
Sustainability
Packaging
Packaging is a hefty topic and our improvements in this space are ever evolving. As at 2022, this is our detailed progress so far:
Compostable Teabags
Since June 2021 our tea has come packed in compostable teabags, made from plant-based materials. The bag (including the string) is made from Polylactic Acid (PLA), with a paper tag that’s printed with vegetable ink. They are heat sealed, making them glue and staple free. Polylactic Acid is a biodegradable bioplastic made from plant sources (in our case, corn starch). We suggest commercial compositing for these teabags and recommend checking with your local council for options on where and how to do this.
Plant-based Polybags
Our loose leaf tea is wrapped in plant-based polybags, which are compostable. We recommend checking with your local government’s kerb-side green waste pick up service before placing bioplastics in your home compost bins. If you are a home composting connoisseur, you can also pop your poly bags in there!
Compostable Shopping Bags
Shop in store and your tea treats will be packed in uncoated shopping bags. These can be recycled when you’re ready to be rid of them. We have added a small charge to carry bags, you can read more about this here.
Greener Gift Wrap
With the exception of our stickers (we’re working on it), our gift wrap is entirely recyclable.
Foils Need Refinement
We’re still working on our individual tea sachets and signature black refill foils, which aren’t made from a compostable material. We are in the process of investigating alternatives.
Some local governments provide soft plastic recycling options, which our signature black refill foils may be eligible for. We recommend contacting your local government directly for further information before using these services.
For our Australian sippers, the REDcycle scheme is no longer operational. Unfortunately, this means that there is no collection service for our soft plastic packaging available for our customers at the present time. As stated above, we are in the process of investigating alternatives.
RECYCLABLE
- Tea boxes
- Gift wrapping
- Shopping bags
- Tissue paper
- Stickers
- Black Foils
- Inner liner of tea cubes
- Teabag (including string and label)
Most of our gift wrap (excluding stickers) and our tea boxes can be recycled through home recycling.
Compost and Worm Farms
If you’re a home composter, you’ve got the green light to compost whenever you see the ‘home compostable’ label on our loose leaf tea wraps.
Our teabags are biodegradable and will eventually break down in a home composting environment however for a quicker breakdown it's best that they are commercially composted. We recommend checking with your local council about options for disposal as some councils may accept through general green waste.
All our loose leaf tea leaves can be put into your home worm farm/compost. For your worm farm we’d suggest testing different teas in a small quantity first, and recommend avoiding teas with high acidity ingredients like citrus.
But, we know things happen and bags get forgotten. The $1 we charge for a carry bag is invested into carbon offset initiatives we support through Qantas Future Planet.
Our partnership with Qantas Future Planet focuses on two projects, one based in Australia and the other in India.
Arnhem Land Fire Abatement Project, Northern Territory, Australia
This project is managed by Aboriginal Traditional Owners and focuses on controlled early burns to reduce the frequency and extent of dry season wildfires.
Winds of Change, Madural, India
This is a renewable energy project where farmers sell small portions of their land for wind turbines to be built, allowing for farmers to continue growing crops and grazing livestock up to the base of the turbines.
For more information on these projects, please refer to our 2022 Impact Report found here.
One, Matcha is messy. Our conclusion, after many failed attempts (and arduous cleanups), is that Matcha is too fine of a powder to be sold in refill foils.
And two… wonderful, comforting, energising Matcha is worth its weight in gold. It also happens to be just as costly. Matcha comes with a high price tag due to its intensive creation process and anything higher than 50 grams starts to teeter into the “way too exxy” basket. For this reason we prefer to keep the quantities low.
B-Corp Certified
As a B Corp community we actively work on reducing inequality, lowering levels of poverty, creating healthier environments (inside and outside the office) and building stronger communities.
Our recertification shows that we have not only maintained our standards since 2020, but we have improved in the above areas.
You can read about our B Corp journey here or if you’ve got a specific question, we’re always around to answer it. Contact us here.
Sustainably Sourced Tea
“Sustainably sourced” is a broad term for products that carry any one of 17 accreditations. This includes Fairtrade and/or Certified Organic.
Certified Organic
Certified Organic is just one type of accreditation awarded to products that have been grown and produced within regulated guidelines i.e. without synthetic chemicals, fertilisers or GMO’s for example.
How we label
Accreditations are always changing and evolving however our teas are (and always will be) 100% sustainably sourced. We use “sustainably sourced” because our teas are an assortment of these 17 accreditations.
We don’t source tea directly from tea farms.
Our journey started back in 2019, when we contacted our longtime supplier in Thailand about becoming Certified Organic. As they were already Thai Organic Certified they were initially reluctant about the need for another certification. Upon commitment to cover all costs of the process we were able to bring them onboard for the journey.
The process started with a pre-audit conducted by UEBT in Thailand (UEBT is the standard organisation for UTZ standard for herbs and spices). This was completed in October 2019 and involved checking production sites and farms so we could address any corrective actions that needed to take place. These were minor and allowed us to step in and support quickly with a frame contract and 3 year purchasing guarantee being drawn up and committed to in early 2020.
With a slight delay due to Covid-19, the final audit was completed in 2021 with our first UTZ certified lemongrass arriving in April of that year.
Our Certified Lemongrass lemongrass project has brought a great benefit to us, but also to the supplier. It has helped protect biodiversity in cultivation areas, improving soil health and reducing emissions as a result. Our partnership continues today with further discussions to take place (Covid-19 permitting) later this year.