frequently asked questions

Delivery Charges

Complimentary delivery on orders above RM 130.

Malaysia

East Malaysia

0 – 1 kg: RM 17.50
1 – 2 kg: RM 34.90

Malaysia

Peninsular

Flat rate: RM 8.80

Singapore

City

0 – 0.5kg: RM 25.00
0.5 – 1kg: RM 33.75
1 – 1.5kg: RM 42.50
1.5 – 2kg: RM 51.25
2 – 2.5kg: RM 60.00
2.5 – 3kg: RM 68.75
3 – 3.5kg: RM 77.50
3.5 – 4kg: RM 86.25

Frequently Asked Questions

Storage Conditions

All teas should be kept in airtight containers away from direct sunlight.

Directions for Tea Consumption

Every tea produced by “Roleaf” has unique instructions. Please refer to your chosen tea’s web link on the “Roleaf” homepage.

Packaging

All teas are packed in a pouch bags of either 15, 35 or 80 tea bags, and loose teas in sealed pouch bags.

Can I amend my order?

We are unable to amend any part of your order once it is complete.

I gave the wrong address when ordering, what should I do?

In our checkout process you will have selected a disclaimer stating that the address you provided us was correct.

If you have given us the incorrect address then we are unable to send out a replacement tea and you will need to purchase again if you wish to do so.

In order to send our wonderful customers their parcels at the efficient rate we do, our dispatch system is extremely fast so it is impossible to recall packages and make address changes.

If you’ve provided us the incorrect or old address, we suggest that you notify the occupant of the address you provided us with and hopefully they can help you retrieve your parcel.

My order has not arrived yet?

If your order has not arrived by the estimated delivery date, please ensure you have tried:

– Signing into ‘My Account’ to check we have the correct delivery address for your order and your contact details are up to date.
– Checking if you have a text message, email or attempted delivery slip from the local postage carrier.
– Checking with your neighbours if they have accepted the delivery on your behalf.
– Looking into any safe areas the postman may have left your parcel.

If you still can’t find your parcel, please email us thru ‘Contact Us’ and include the order number. We will do our best to locate your parcel.

RETURNS, EXCHANGES & REFUNDS

We guarantee your satisfaction with all Roleaf products. Returns will only be accepted with valid reason approved by Roleaf Sdn Bhd prior to return, if goods received are damaged, defective or incorrect.

Roleaf Sdn Bhd will not be responsible for any shipping cost of return.

How do I return items from my order?

Should you wish to make any returns, please email us through ‘Contact Us’ within 30 days from receipt of product in original packaging, with no more than 2 servings consumed. Returned goods should be arranged to be delivered back to Roleaf Sdn Bhd within 14 days from our approval of your request. Roleaf Sdn Bhd will not be liable for any goods missing during delivery of returns.

How does the refund process work if I return my goods?

Full refunds will only be credited after goods returned have been verified in original packaging with no more than 2 servings consumed, with an RMA number. Any returns that are verified to be in accordance to our quality standards and/or not due to company’s error will be subjected to 25% restocking fee of product cost.

PayPal credits refunds according to how the original payment was made. Refunds to credit cards can take up to 30 days to appear on your statement.

How do I exchange items from my order?

Exchanges will not be accepted unless due to company’s error. Please email us thru ‘Contact Us’ within 30 days from receipt of product in unopened original packaging for an RMA number before exchange can be made. No exchange can be made without an RMA number.

DELIVERY

All products are shipped directly from Malaysia. Please allow 5 to 7 working days on top of the estimated delivery time for us to process your order. Please expect slight delays for orders shipped during peak seasons (Chinese New Year, Christmas etc.)

Local Delivery

All orders in Malaysia will be delivered via various Courier Services.

Tracking

Upon delivery, a notification of parcel tracking number will be e-mailed. This email will contain a tracking link that you can follow the progress of your Roleaf parcel with. Sometimes there is a 24-36 hour delay from the time your parcel actually begins transit to the time you get your email (that’s just the time it takes our systems to process all the information!). If your parcel says ‘delivered’ when you click the tracking link and you have not received it – you will need to go to your local Post office and present ID to collect the item/s purchased. Sometimes the “pickup reminder notice” that is left when nobody is home to sign on delivery, can go missing. If there is a problem with the delivery of your item, please contact the courier company for information before contacting us. You will find their details on your tracking link. Please make sure you have explored all options before contacting us.

My parcel didn’t arrive within the promised time frame, what should I do?

As we have an extremely efficient dispatch service – we hand all Roleaf parcels to the relevant postal companies to ship to you, on time. If your parcel hasn’t arrived within the promised time frame according to your tracking information then please take the following actions.

a) Call the postal service you chose to ship your parcel and discuss why the time frame they promised and you paid for has not been met (postal service contact information will be on your tracking link)

b) Double check what day you ordered your tea on. As the majority of postal services don’t operate over the weekend, your parcel will only begin transit on a week day. Weekends do not count as a ‘transit day’.

I haven’t been sent my purchase confirmation e-mail or tracking e-mail, what should I do?

Ensure that you’re checking the correct email address. The email address you used to purchase your tea with, is the email address all information will be sent to. Check your spam/junk mail too as it may have been filtered into there.

The postal service lost my parcel, what should I do?

All items purchased from Your Tea are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier. We pass all items onto the carrier that you chose upon checkout of our product – if they lose your parcel, you must contact them and seek compensation. The details of the shipping company responsible for your parcel will be stated on your tracking link.

PAYMENT

What are the payment modes accepted?

Roleaf Tea online store only accepts payment via Credit Cards, PayPal and online transfer.

I’m having trouble with the PayPal checkout – what should I do?

If you are having trouble at checkout please do the following before mailing us:

1 – change browser or clear cookies in current browser

2 – Make sure if you are checking out without using Paypal that you are not entering in an email address that is associated with a Paypal account. This confuses the checkout page and will result in an error.

I have a discount code, how do I use it?

Key in your discount code in your shopping cart before you proceed to checkout. The discount will be applied accordingly after you update the total cost.