Questions?

Before sending a message to our support team, you may find it helpful to view the FAQs that can help you find an answer to your questions even faster. If you can't find what you're looking for, drop us a message at the bottom of the page.

  

TEA QUESTIONS

1. What is KUCATE tea made of?

KUCATE tea is a trio combination of wildflower honey, dried herbs and fruits, and real edible wildflowers. Latest in the collection is Habbatus Sauda and Lemon in addition to Superwoman 7 Herbs, Osmanthus and Longan, Rose and Chrysanthemum, and Ginger and Chrysanthemum.

2. Does the tea expire?

The shelf life of tea depends on a variety of factors, such as the best before date, the preparation method and how it was stored. It is best to consume the KUCATE tea within 2 years from the production date stated on the box.

3. Can I send an order as a gift?

The KUCATE tea is just the perfect gift for any caffeine-free tea lover! You can ship a box of KUCATE directly to that special one by entering their address as the shipping address, and your own as the billing address. They will love it at first sight just by looking at the beautiful pastel-coloured boxes, and what's more, when they fall their eyes on the magical tea cubes inside!

4. There are particles floating in my tea after the tea cube has dissolved. What are they?

Since we do not “fine filter” our honey, sometimes you may find flecks of wax from the honeycomb, propolis or even bee part in your tea that stays with the honey during extraction. However, fret not as they are all natural and safe to eat!

 

PAYMENT

5. What payment types do you offer?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. For the more tech-savvy, we offer GooglePay and ApplePay too.

If you have a Singapore bank account, just PayNow! We love PayNow as it makes paying online a breeze! Trusted by thousands of merchants in Singapore, PayNow offers instant transfer of Singapore dollars (SGD) between accounts of these 9 participating banks:

• DBS Bank/POSB
• OCBC Bank
• Maybank
• UOB
• Citibank Singapore Limited
• Standard Chartered Bank
• HSBC
• Bank of China
• Industrial and Commercial Bank of China Limited

Simply use your respective bank mobile app (any of the banks listed above) to scan the QR code shown at Checkout.

We are unable to accept PayPal payments at this time.

  

SHIPPING

6. Where are you located?

KUCATE HQ* is located in Kuala Lumpur, Malaysia, and KUCATETEA.COM is run by the Authorised Reseller of KUCATE in Singapore.

*NOTE: KUCATE HQ is not a retail store and is unable to offer walk-in purchase or collection to customers.

7. How much is the shipping fee?

Shipping fee* is calculated based on the parcel weight at Checkout.

If the country you want to ship to is not listed at Checkout, please refer to Question 9 below.

*NOTE: Shipping fees are subject to change from time to time.

8. How long does shipping take?

We do our best to make sure your KUCATE tea gets to you on time*, safe and sound.

*NOTE: During peak periods (incl. festive seasons, product launches), your order may incur a longer processing and/or shipping time between 2-4 weeks. Thank you for your patience.

In normal circumstances, you can expect your parcel within:

• 1-5 business days to Singapore, Sabah & Sarawak
• 5-14 business days to Brunei
• 1-3 business days to other parts of Malaysia
• 5-30 business days to other countries

*NOTE: Please make sure to provide accurate address information, including city, state and postal code to prevent any errors or delays in shipping. Orders are not shipped on weekends or public holidays.

If your order does not arrive within 30 business days, please contact us so that we can follow it up with our carrier.

9. Do you ship internationally?

We ship to more than 20 countries globally. If the country you're shipping to is not listed at Checkout, please select your desired shipping country in the International Order form*. Within the next 12 hours after requesting the order, look out for our email for further information.

10. Are there any customs/import fees?

International countries are any country other than Singapore and Malaysia. International orders may be subject to customs fees and import duties based on the country where the order was shipped, and will be borne by the consumer. We are only charging the shipping fee for your order, and the pricing on the website does not* include import duties, taxes, and brokerage fees.

(*Exception for Brunei - Customs fees & taxes have been included in the shipping fee reflected at Checkout.)

You are advised to check with your country’s customs office to determine if there will be additional costs, and if the country’s laws, regulations, and restrictions are applicable when purchasing our products. If product is seized and destroyed by customs, we will not be responsible for the losses, product, or shipping refunds.

 

CONTACT US

10. How can I contact you?

Emailing us is the way to go! This also allows us to keep a paper trail for your issue, so we can help you as best we can. Contact us via email.

We can sometimes have some slight delays in response time. We’re only human, so please be patient, and we are working as quickly as possible to get back to you.