FAQ

Finding your special Tea

If you are unable to locate the product you are after, please visit the ‘Special Order’ page, fill out the details and submit it to us. We will review your enquiry and get in touch with you within 1-3 business days.

Finding your Tea locally

Dilmah is available in many countries, however all varieties of our teas are not available everywhere. You can find the distributors/contact point given on the pack (for large distributors) online or by contacting us at consumer@dilmahtea.com

 

For bulk orders please email us with your Company Profile and brands you represent, to marketing@dilmahtea.com

Why you should Register with Dilmah

Signing up for a Dilmah account also entitles you to our loyalty program. Your account is your special page which consists of all the information you have provided including your past orders. You will also be able to view and track your current orders along with the transit location of your shipped orders.

 

We periodically send you Newsletters with promotional products, discounts and notices when limited edition rare teas are introduced. Please don’t forget to tick the Newsletter subscription.

 

Registered customers can request for special custom product bundles via Special Order Page

Countries we ship to

We ship to most of the countries in the world and you can view the list here

 

If your country of choice is not listed here, please write to us on orders@dilmahtea.com prior to placing your order and we will confirm whether we are able to arrange shipment for you.

 

Commonwealth Independent State (CIS) countries such as Russia and Ukraine require special import documents registered to a company, which is not generally available to consumers. If you have the necessary import clearance for CIS countries, please contact us on orders@dilmahtea.com before placing an order.

I have paid for the order but have not received a confirmation

Your order payments are confirmed on-screen as well as by an order confirmation email. Leave a few minutes after payment and check your inbox and spam folder for your order confirmation. If you encounter any error message on-screen or did not receive an order confirmation, please contact us at orders@dilmahtea.com before attempting a new order.

 

If you have already placed multiple orders and wish to cancel, please contact us at orders@dilmahtea.com

 

Please add @dilmahtea.com to your spam filter white list.

I have requested to reset my password but have not received a reply
Your password recovery requests are sent by email. Leave a few minutes after your request and check your inbox and spam folder. If you encounter any error message on-screen or did not receive the password recovery email, please contact us at orders@dilmahtea.com before attempting a new request. Please add @dilmahtea.com to your spam filter white list.
I see a “Page Expired” message

This may happen due to many reasons. Your page may have timed-out, hence please refresh the page or go back one step and re-try filling the form. If the error persists, please contact us at orders@dilmahtea.com.

Changing Delivery Locations

Orders can be shipped to a different address other than your billing address at the time of order. However if you wish to change the shipping address after placing the order, please inform us at orders@dilmahtea.com before 2 days have passed since the order placement.

 

If the order has already been shipped, we will request our shipping partner to re-route it to your new address. Any additional charges involved will not be borne by Dilmah.

No Extra Shipping Charges

The prices offered online are inclusive of shipping charges; however local duty/taxes imposed by the customs office will not be borne by Dilmah.

Flavouring Agents

We use many flavor types and formats for the variety of teas offered. If you require specific information regarding a flavour format or type used in any of our teas, please contact us on consumer@dilmahtea.com

Ordering Smaller Quantities

We offer bundled units of multiple packs that are optimised for economical shipping. Smaller quantities would result in a higher price per pack.

 

If you prefer to create your own set of packs (minimum of 6) to create a custom bundle please contact us on orders@dilmahtea.com

Low value invoice for customs clearance

We invoice at 50% of the order value for customs clearance purposes. If you need a lower valued invoice as a special requirement please contact us at orders@dilmahtea.com along with your order number. However in the event of a loss in transit, claims can be made only for the invoiced value.

Bulk orders for Establishments

The prices offered are for individual consumers and if you require larger quantities, please contact us at orders@dilmahtea.com for a custom quote.   

My Payments are not going through

Payments may fail due to many reasons and the following are the most common:

 

  • Corporate Credit Cards – Only personal credit cards are accepted, please use an appropriate credit card.
  • Time Out / Page Expired – contact us at orders@dilmahtea.com before re-trying payment 
  • Insufficient Funds – Please speak to your bank
  • Fraud (black listed card or bank) – Please speak to your bank
  • Secondary Authentication Failed – Please keep your secondary authentication device nearby for quick access
Buying Accessories

We offer a select range of accessories online, which can be safely transported internationally.

 

However if you wish to have an item which is not offered online please contact us at consumer@dilmahtea.com with a picture or any identifiable characteristic of the item.

Gift of Tea (Gift wrap and personal messages)

We offer you the opportunity to send gifts direct from Sri Lanka to any of the countries we ship to, saving you the time and cost of re-shipping.

 

You could request for the teas to be gift wrapped along with your personal message when you reach the Shopping Cart by clicking on the gift item.

Privacy and security of your payments and credit card numbers

When you pay for your order, the information is directly typed on to the bank’s (payment gateway) secure websites; we do not receive or retain your payment or credit card information on our website.

Invoice for Orders

Your order confirmation contains all the necessary information for an invoice. However if you require a special invoice for reimbursement or documentation purposes please contact us at orders@dilmahtea.com with your order number.

Extra Charges after initial payment (Custom duty/taxes)

Each of the countries we ship to, has their own regulatory laws in place. Therefore, they may levy certain taxes on your purchase, and it is your responsibility to check on these prior to placing your order, as local duty/taxes imposed by the customs office will not be borne by Dilmah.

I have only received a part of my order

We ship your complete order under a single airway bill unless notified prior. However a single airway bill could contain multiple boxes which may be delivered in part by the courier. 

Order Cancellation

Orders may be cancelled by notice to orders@dilmahtea.com upto 2 days from the date of order placement, and if the parcel is not already in transit.

Direct Fund Transfer

We accept payments via Visa, Master, American Express credit cards and Paypal. Payments via any money transfer services such as Western Union or TT are discouraged due to high overhead costs for transferring small amounts of funds.

 

Alternatively you could get a cashier’s cheque drawn in favour of “Ceylon Tea Services” and mail it to, # 111, Negombo Road, Peliyagoda, Sri Lanka.

My order has been damaged

We make sure that items are packed securely with necessary padding and support. However we have noticed that some boxes have been opened by local customs for inspection and have been damaged in the process.

 

Our courier partners are trustworthy, hence when they deliver your package to your door-step they will request for a signatory to sign and claim the parcel. If however there is no such possibility, you can also request that the package be left outside although doing so will be entirely at your own risk.

 

If you receive any items that are damaged please contact us at orders@dilmahtea.com with a few pictures of the damage before 14 days of delivery so that we could request the courier for compensation.

Special Documents for Custom/FDA Clearance

We include FDA Prior Notification Forms for all Tea orders shipped to USA or Canada and Phythosanitary Certificates for all orders shipped to Europe and South America.

 

Please contact us at orders@dilmahtea.com should you require any other documents which may help to clear your teas faster and cheaper.

 

India: You will be requested to provide a Clearance Authority Letter and KYC form by the courier at the time of clearance.

 

Turkey, Brazil or Chile: Please provide your TAX ID or RUT Number along with your order. You could also send it to us on orders@dilmahtea.com with your order number.

Currency

You could view your items in US Dollar, Australian Dollar, Sterling Pounds or Euro for easy comparison. However these are only an indication and the final payment will be in US Dollar at the applicable bank’s exchange rate for your local currency.

 

You could pay with a currency that is not listed above (INR, PESO etc); the applicable exchange rate will be used by the bank during payment.

Free Samples

If you wish to obtain some free samples, please send us a mail on orders@dilmahtea.com

Airway bill Tracking says Cancelled by Sender

Please allow for 24 hours for the updates to appear. The airway bill number that you have received via a shipment confirmation may have been revised due to unavoidable circumstances. Please log into your account to view the revised airway bill number. Please contact us at orders@dilmahtea.com if you require any information on your order.

Personalised Presenters

We are pleased to offer an additional service such as your name or company name laser engraved on selected presenters. As we have a 30 character limit inclusive of spaces on our engraving facility, you will have to improvise a bit!

 

Furthermore, please note that we charge a small fee for this facility, unless we have an on-going promotion regarding the same.