Frequently asked questions
What are the shipping costs?
- Within Austria: for orders up to EUR 30,00 shipping costs EUR 4,90. For orders above EUR 30,00 shipping is free.
- Germany & Switzerland: we charge shipping costs of EUR 10,00.
- Some countries in the EU: we charge shipping costs of EUR 15,00 for the following countries: Andorra, Belgium, Denmark, Finland, France, Greece, Great Britain, Ireland, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Portugal, San Marino, Sweden, Slovakia, Slovenia, Spain, Check republic, Hungary, Vatikan.
- Remaining countries: we invoice the actual shipping costs.
How long does shipping take?
- Orders within Austria usually get delivered in 3 to 5 business days. Orders from the EU usually get delivered in 7 to 10 business days. Orders from other countries usually get delivered in 10 to 14 business days.
- Please note that these spans are estimated based on our experiences and we can’t influence the forwarder. Business days are Monday through Friday, holidays excluded. Please note the varying holidays depending on country.
- Claims for compensation due to delayed delivery or in case of cancellation are, if and when legal, excluded.
Can I track my order?
No, order tracking is not yet available. If you need any information on the status of your order or your package number, please contact our service team at firstname.lastname@example.org or +43 1 699 83 20.
What happens if I am not available when the package gets delivered?
If you are not available, when your package gets delivered you will find a pick-up note in your mailbox from the local post office. Your package will be held at the allocated post office for 7 days.
Can I send my items to a different address?
We will gladly send your order to an address other than your billing address. The bill will be sent to your billing address and your order will be sent with only a delivery note and – if you chose – a greeting note.
Which methods of payment are available?
When ordering with DEMMERS TEEHAUS you may chose to pay with money order, credit card or PayPal. Please note that orders paid with money order can only be processed once we receive payment. We accept the following credit cards: American Express, Diners Club, Visa, MasterCard and JCB. Your credit card will be charged once your order leaves our warehouse. More information on security with credit cards or the payment with PayPal you find in the section “Data protection declaration”.
Can I view my T-Points balance?
Yes you may check the balance of your collected T-Points in your account. Please log in and go to “Reward Points” in the menu “My Account”. Here you may view your current credits. Under “Email Notification Settings” you may “Subscribe for balance updates” to be informed about your credits via email. If you check that box you will be informed about changes in your T-Points balance.
How can I redeem collected T-Points?
Once you collected 20 T-Points you can redeem them to receive a € 5,- discount. T-Points can be redeemed in the order process. Please choose your desired items and go to “Checkout” to place your order as usual. Under “3. Payment Method” you may check the box “Use my reward points”. Your order and order value will be recalculated and you may place your order. Please check in the order overview if the discount of € 5,- has been deducted. This discount should be deducted instantly. Please note that updating your cart may take a few seconds.
What happens to T-Points if the order has been cancelled or interrupted?
During order placement you get forwarded to the payment provider and you have the possibility to cancel the order process or return to your cart if you wish to change your order. To prevent malpractice with the collection of T-Points reward points will automatically be deducted from your account once you checked “Use my T-Points”. If you cancel your order during the order process T-Points will not automatically by returned to your balance. We kindly ask you to contact our service team via email@example.com or phone +43 1 699 83 20. We will gladly add these unused T-Points back to your balance.
Can T-Points expire?
No, collected T-Points can not expire. Once you collected enough T-Points you may use them at any time.
Complaints & Orders
How can I contact customer service?
Customer Service / Sales / Complaints / Orders
Karl Tornay-Gasse 34
How can I change my order?
If you wish to add items to your order or cancel an item, because you already found it in one of our DEMMERS TEEHAUS branches, please contact customer service. We will try our best to meet your wishes, but we kindly ask your understanding that after a certain point (order already finished and packed for shipping), orders can’t be changed anymore.
What can I do when my favoured item is sold out?
Please note that all items can only be sold while available. We try to be able to supply our regular range at all times, but we kindly ask your understanding if a tea might be sold out at some point. We try to order all teas in time but are often bound by harvest time and climatic conditions. The TeatasterSelection is an exception – these rarities can’t be reordered once sold out, since they have limited availability and the range is changing constantly.
Should one of our teas be sold out, please ask one of our DEMMERS TEEHAUS branches, they might still have it on stock. Please feel free to contact customer service and we will keep you updated about the availability of your favoured tea.