FREQUENTLY ASKED QUESTIONS

1. HOW MUCH IS DELIVERY?

Delivery costs vary depending on the location and the bulk of your order.

Location Cost * (Less than 3kg) Cost * (3kg and above or contains large item)
Within Accra GHC 15 – GHC 30 GHC 50
Outskirts Of Accra GHC 25 – GHC 45 GHC 50
Tema GHC 25 – GHC 45 GHC 60
Other Regions*

Delivery services within Accra are fulfilled by a third party delivery company whose services are available at a given point in time.

Delivery cost may vary depending on delivery service available and their charges. Express Delivery will attract extra charges in addition to the standard delivery cost.

2. HOW DO I PAY FOR MY ORDER?

For orders to be paid for by Direct Deposit, pay for your order to any of the accounts below and use your Order Number as reference:

MTN Mobile Money number – 0559181777 (Tea At Heart)

MTN MoMoPay ID – 43826 (Tea At Heart)

Access Bank Account number – 1033000003420 – Kasoa Branch (Tea At Heart)

Please note that your order will be processed only after payment has been confirmed. Unpaid orders will be cancelled after 24 hours.

3. HOW DO I PICK UP MY ORDER?

For orders that will be picked up locally, please search ‘Tea At Heart’ on your mobile map app for direction. The pick up location is on the Mark Owoo Link in Awoshie, Accra. You can call us on +233559181777 for assistance. Pick up time is between 9:00am and 2:00pm from Monday to Saturday.

4. WHICH DELIVERY SERVICE DO YOU USE FOR DELIVERIES OUTSIDE GREATER ACCRA REGION?

*Delivery services outside Accra are fulfilled by FedEx, DHL or a third party delivery company whose services are available at a given point in time.

*Delivery cost to other regions will depend on delivery service available and their charges. Express Delivery will attract extra charges in addition to the standard delivery cost.

5. WHY HAS MY ORDER NOT BEEN DELIVERED?

Orders are processed and dispatched within the periods stated below:

Standard Delivery within Greater Accra Region: 1 – 4 working days.

Express Delivery within Greater Accra Region: 1 – 2 working days.

*Standard Delivery Outside Greater Accra: 3 – 7 working days.

After your order is placed, please allow the maximum number of working days to receive your order. Please contact our Customer service team on +233559181777 or info@teaatheart.com if your order is not delivered after this time frame.

6. I AM FINDING IT DIFFICULT TO PLACE AN ORDER.

Please contact our Customer service team on +233559181777 or info@teaatheart.com for assistance.

7. CAN I CANCEL OR AMEND MY ORDER?

We can work to amend or cancel this order if it has not been dispatched. Once your order is dispatched it will be impossible to cancel or amend it.

8. CAN I CHANGE THE DELIVERY ADDRESS?

Contact our Customer service team to change the delivery address if your order has not been dispatched. Once your order is dispatched it will not be possible to change it.

9. I HAVE RECEIVED AN INCORRECT ITEM.

Please get in touch with the Customer service team on +233559181777 or info@teaatheart.com within 24 hours so this error can be rectified. This error will be impossible to rectify beyond 24 hours. We entreat you to inspect your order upon receipt so any issues can be solved swiftly.

10. I HAVE RECEIVED A DAMAGED ITEM.

Please get in touch with the Customer service team on +233559181777 or info@teaatheart.com within 24 hours so this error can be rectified. This error will be impossible to rectify beyond 24 hours. We entreat you to inspect your order upon receipt so any issues can be solved swiftly.

11. THE PRODUCT I WANT IS OUT OF STOCK. WHEN WILL IT BE BACK IN STOCK?

We do well to keep most of the orders in stock however if any item is out of stock please enter your email address into the ‘NOTIFY ME’ box and you will be notified when it is back in stock.

CONTACT US

Call or Send a WhatsApp message on +233559181777 or via email on info@teaatheart.com for any further assistance or enquiries.