FAQ

How can I find my favorite blend ?

There are several ways to find a tea or accessory on our website. You can use the search bar. This search tool will allow you to quickly find a product either by the name of the blend or accessory, or by its properties or ingredients.

For example, if you want a blend containing vanilla, just enter the word “vanilla” in the search bar to view all the blends with this ingredient.

Of course, you can also find our blends by clicking on the corresponding categories shown in the upper-left corner of our homepage.

I have heard about your Russian recipes. What are they exactly ?

The Russian blends are part of our iconic Kusmi Tea collection, a brand which originated in St. Petersburg in 1867 under the name of the Kousmichoff Tea House. The secret behind the “Russian taste” is a combination of black teas and delicious notes of lemon, lime, sweet orange, bitter orange, grapefruit and bergamot. You can discover these teas with our 5 mini-tin trial size assortment of 25g each.

- Prince Vladimir: created in 1888 in honor of Vladimir the Great, ruler of Holy Russia, our Prince Vladimir tea is a blend of Earl Grey, citrus, vanilla and spices. It is one of our iconic blends.

- Anastasia: inspired by the story of the Grand Duchess Anastasia, daughter of Czar Nicholas II (Romanov Dynasty), this exclusive Earl Grey blend exemplifies the famous Russian taste with its combination of black tea, bergamot, lemon and orange-blossom. The recipe for the iconic Anastasia blend has been kept secret since its creation by Pavel Kousmichoff.

- St-Petersburg: created to commemorate the three-hundred-year anniversary of the city of St. Petersburg, where Kusmi Tea originated in 1867, St. Petersburg is a delicious blend of Earl Grey, caramel and red berries, with a delicate hint of vanilla.

- Bouquet of Flowers no. 108: created in 1880 by Pavel Kousmichoff to honor the birth of his first daughter, Elisabeth, Bouquet of Flowers no. 108 is Kusmi Tea's oldest recipe. A combination of Earl Grey, citrus fruit and flowers create a very delicate blend.

I am looking for Detox blends. How can I find them?

- Click HERE to order the Blue Detox

- For the BB Detox, click HERE

- Find our Detox blends by clicking HERE

Also discover our other Wellness blends by clicking HERE.

By clicking on “Our Teas”, you will be able to view our teas classified into subcategories according to the collection to which they belong, their type or their flavor.

Our Rooibos and herbal tea infusions are available under a heading dedicated to our theine-free blends: ROOIBOS & HERBAL TEAS

What is Rooibos? At what time of the day can I drink it?

Rooibos is a plant originating from South Africa, where this tea is very popular. Also called Red Tea, it has a sweet, round-bodied taste, sometimes with notes of vanilla, honey or lemon.

As Rooibos is naturally theine-free, it can be enjoyed at any time of the day, in moderation.

Click HERE to discover all our Rooibos selection.

I would to do a gift, could you advise me ?

We offer some gifts set, colorful box and tea accessories.

I am looking for a black breakfast tea. What do you suggest?

Russian Morning No.24 is a blend of two single-origin teas: a black tea from China, with a subtle flavor, and a black tea from Ceylon, whose delicate leaves have a round, chocolaty taste. This combination creates a well-balanced, full-bodied blend that is perfect for breakfast.

The English Breakfast blend will also delight your palate with his full-bodied flavor.

I am not familiar with your teas and herbal teas. How can I learn more about them?

If you want to discover one or several blends but you are hesitant to buy a large amount, we offer trial sizes of tea bags (boxes of 10 individually-wrapped tea bags) or loose-leaf tea (in 25 gram tins).

You can also read our customer reviews. These product reviews will help you to familiarize yourself with the different blends we offer.

If you are looking for a particular flavor, you can do a keyword search on our website. For example, if you are looking for a tea or herbal tea containing vanilla, enter the word “vanilla” in the search bar in the upper-left corner.

We are pleased to inform you that you will receive three complimentary samples of a tea or herbal tea

for every order placed on our online site, with no minimum purchase required.

What is the proper way to make my Alain Ducasse white tea ?

White tea is one of the most delicate tea varieties. Once it is steeped, its liquid is light in the mouth, and slightly bitter.

It is therefore imperative to follow the brewing instructions to appreciate all the subtlety of this tea without too much bitterness. For this reason, we recommend a brewing time of 3 minutes.

Of course our customer service department is always available to offer any advice on how to prepare our teas and herbal teas.

Do you offer iced teas ? If yes, how do I prepare them ?

Come and discover our selection of iced teas and herbal teas.

Our boxes of special iced tea bags have been designed to easily prepare delicious iced tea blends to which you can add pieces of fruit.

A 0.3 oz tea bag will make 33.8 fl oz of iced tea. Our iced tea carafe is ideal for preparing the perfect iced tea:

- Put 17 fl oz of boiling water (200°F) into your carafe

- Leave the tea bag to steep for 6-7 minutes

- Add ice cubes

- Enjoy

If you want to prepare your iced tea using loose-leaf tea, we strongly recommend the MIST iced tea carafe.

How many cups of tea can I make with a 3,5 oz tin of loose tea ?

Based on an average amount of 0.09 oz of tea per cup, you can make 40 cups of tea with a 3,5 oz tin.

Our copper measuring spoon will be more than helpful to make a perfect tea with the right quantity.

What is the brewing time for your teas and herbal teas ?

The following suggestions serve as a guideline only :

- Black tea : 185-190°F during 3-4 minutes

- Green tea : 175-180°F during 3-4 minutes

- White tea : 170°F during 2-3 minutes (not more)

- Rooibos & Herbal teas : 200°F during 5 minutes

The brewing temperature and time can be adjusted according to your preferences.

The recommended amount of tea/herbal tea is 0.09 oz per 6.76 fl oz of water.

How do I make matcha ?

Scoop 2 to 4 teaspoons of matcha into the bowl using a bamboo matcha spoon. Then add purified water at 175°F into the bowl. Using a matcha bamboo whisk, mix vigorously in a “W” formation until the mixture is smooth and there is a frothy layer on top.

What types of packaging do you offer for your teas and herbal teas ?

Most of our blends are available in the following formats :

Metal tin 3,5oz/100g

Refill bag 100g, ideal for refilling your metal tins

Box of 20 tea bags not individually wrapped (ideal for offering tea to your guests)

Some blends are available in a trial size: 25g tin of loose-leaf tea or a box of 10 individually wrapped tea bags.

To discover the different formats available for each blend, simply click on the preview photo of the box, tin or pouch of tea under the heading “Our Teas” or “Rooibos & Herbal Teas".

Do you offer organic teas ?

Kusmi teas and herbal teas are produced from conventional farming techniques and do not have an organic label.

What is the shelf life of the tea once the tin is opened ?

Kusmi teas and herbal teas can be kept for 3 years from the date the tin is opened. To ensure the freshness of your teas purchased in 100g metal tins, we recommend keeping the loose tea its inner plastic bag and securely closing the tin after use.

The teas must be stored in a dark, dry place.

Are your tea bags biodegradable ?

PLA is a new eco-friendly material made from vegetable residues and corn starch. All our tea bags packaged in boxes are made of PLA.

We can assure you that all our bags are biodegradable.

Are the teas in bags of the same quality as the loose-leaf teas ?

The tea used for making tea bags is of exactly the same quality as the loose tea packaged in tins.

How can I write a review on one of your products ?

Several days after confirming your order on our website, you will receive an email asking you to rate the products you received. You can assign our teas or accessories a rating from 1 to 5 stars. You will also have the opportunity to add a comment so you can share your experience with visitors on our website.

How do I create my account on the Kusmi Tea website ?

On the homepage, click on “Create an Account” and enter your email address. A temporary password will be immediately sent to your email address. as well as personal informations requested in the form.

Is my personal information completely secure ?

The creation of a customer account Program on our website requires you to provide some of your personal information.

The processing of this information is subject to a declaration to the CNIL (French Data Protection Authority).

ORIENTIS GOURMET agrees to respect the confidential nature of the information you provide voluntarily or that is collected automatically by ORIENTIS GOURMET.

All the information provided on the Website (name, address, email...) will not be used for any purposes (rental or sale of files) other than those connected to the processing of orders and the management of business relations (including marketing) between you and ORIENTIS GOURMET.

Furthermore, this information cannot be shared with the parent company or affiliated companies.

In accordance with the “Data Protection Act” of January 6, 1978, amended in 2004, you have the right to access and correct your personal information by writing to ORIENTIS GOURMET, 32-34 rue Marbeuf 75008 PARIS or by sending an email to contacten@kusmitea.com. Please provide your name, your home and/or email address and, if applicable, your customer reference number for the Website.

You also have the right, for legitimate reasons, to object to the processing of your personal data.

I have forgotten my password. How can I retrieve it ?

On the log In page, simply click on “Forgot password?”, enter the email address you used to create your account, then click OK. You will then receive an email with a new password. This password will be generic. We strongly recommend that you access your personal profile under “My Information” and change it to facilitate logging on in the future.

I have encountered a technical problem and cannot place my order.

If you are on the checkout page (step 1), it is very likely that your cart contains an item that is out of stock. By removing the item from your cart, you can proceed to the following step by clicking on “checkout”. To proceed to the next step, also make sure that you are logged in to your customer account.

If you encounter difficulties on the delivery page (step 2), check that all the required fields of your address have been filled in (particularly the telephone number) and that one of the delivery options (USPS) has been selected.

Finally, if the problem occurred on the payment page (step 3), please check that you have clicked on one of the payment options, then on “Confirm and Pay” on the bottom of the page. If paying by credit card, you will automatically be redirected to our Adyen payment platform. If your order does not go through, it is possible that you have entered the card number incorrectly or that you have exceeded your daily or weekly credit limit. A red error message will then appear in a Popup box indicating the reason for the failed validation.

What if, despite all your checks, you still cannot complete the order? Please contact our Customer Service Department to explain your problem in as much detail as possible, indicating at what stage of the order process the error occurred. We would also ask you to indicate which device (computer, tablet, smartphone...) and browser (ex. Internet Explorer, Firefox...) you are using.

Also consider regularly clearing your browser's cookies to allow our website to function more efficiently.

My promotional code does not work. What can I do ?

First of all, please make sure that your have properly logged in to your customer account before entering your promotional code. This is because some offers are only available in certain countries or for KusmiKlub members only. If you enter your code before logging in, the system will not be able to determine if you are eligible for the offer you are trying to enter.

If you are properly logged in to your customer account and your code does not work, please ensure there is no extra space at the end or beginning of the promo code (sometimes when copying and pasting, a space is added at the end of the promo code).

Only one promotional code can be used per order. Please ensure that the code you are trying to enter is still valid (the expiry date and conditions of the code are indicated at the bottom of our Newsletters page).

If you have checked all these possibilities and your promotional code is still not accepted, please contact our Customer Service Care.

Can I change or cancel an order that I have just confirmed ?

We want to make sure you receive your items as quickly as possible. Therefore, once your order is submitted, it immediately enters our order processing system. After it is confirmed, our Customer Service Care will not be able to cancel the preparation and shipping process for your order.

However, you can refuse the package or exercise your right to withdraw the order when it is received. In this case, please consult the following section: “I no longer wish to receive my order. How do I cancel my purchase ?".

How do I pay for my order ?

We offer two online payment options: by credit card (MasterCard, Visa and American Express) and by PayPal. These two payment methods are completely secure.

Is online payment secure ?

Yes, it is completely secure. We use SSL (Secure Socket Layers) authentication and a secure server that encrypts your information to guarantee maximum security with online transactions made on our website. When you click on “Confirm and Pay”, you will be redirected to the payment platform of our completely secure Adyen service provider.

Our Customer Service Department will be pleased to provide any additional information you may require.

I have a PROMO code. How do I use it ?

For codes that can be redeemed in the online store, simply enter your code in the field entitled “Promotion Code” below your shopping cart (step 1).

If you forget to enter your promo code, our Customer Service will be unable to add this code after your order has been registered. Please check to ensure that this code appears on the order summary before confirming your order.

I would like to try a particular tea. Can I select the free samples I receive ?

For logistical reasons, it is not possible to choose which free samples are included with each order. This would result in longer processing times.

However, our complimentary samples are regularly updated so you can discover a wide-range of tea flavors and varieties.

Most of our blends are available in trial sizes (0.88oz mini tin or box of 10 individually wrapped tea bags). This will provide you with an opportunity to sample teas you have never tried before.

What do I do if my credit card is declined ?

After entering your credit card information and confirming your order, our HiPay service provider submits an authorization request to your bank. If payment is declined, please check first to ensure that the information provided is correct. If the information is correct, please contact your bank to find out why payment was declined. The most common reason for declines is that the weekly limit has been exceeded.

In case of doubt regarding acceptance of your order (failure to receive email confirmation of the order), you can contact our customer service Department to confirm whether or not your order has been placed.

How do I check the status of my order ?

After confirming your order on our website, you will receive several emails:

- An initial email confirming that your order has been registered.

- A second email informing you that your parcel has been shipped from our warehouse and providing you with a link to the carrier's website so you can track your parcel.

If you require any further information, our Customer Service Care would be pleased to assist you.

What does the “Payment Verification” status mean ?

This means that we are verifying to ensure that payment is authorized. Your payment could be pending for the following reasons: an order exceeding $200, your credit card has been used multiple times in the last 7 days, numerous attempts to make payments or the issuing country of the credit card is different from the country of billing and / or delivery.

Orders with this status are unblocked within 24 business hours. If our Customer Service Department requires additional information to unblock your order, you will be contacted by email or by telephone.

How long does it take for delivery ?

Order processed on our website are prepared within 24 to 48 business hours.

An order placed between 12 noon on Friday and Sunday evening is usually delivered on the following Wednesday or Thursday.

If you have any questions regarding your order, please contact our Customer Service Department.

What are the shipping costs for my order ?

Delivery costs are different depending on the country of delivery. We invite you to consult this link: https://www.kusmitea.com/int/shipping-tracking/?cgid=tea

Shipping costs vary depending on the weight of the package.

What are the different shipping options available ?

Delivery methods are different depending on the country of delivery. We invite you to consult this link: https://www.kusmitea.com/int/shipping-tracking/?cgid=tea

Average delivery time is 2-3 working days depending on the country of delivery.

The time required to prepare and pack the order must of course be added to the 2-3 above mentionned working days.

What do I do if I notice a mistake in my address ?

As our goal is to ensure the highest level of customer satisfaction, our preparation times are very short. Therefore, we cannot process any address change requests made after your receive an email confirmation of your order.

As indicated in section 5 of our General Terms and Conditions of Sale, ORIENTIS GOURMET may not be held liable for the inability to deliver the product (s) owing to an incorrect address. The order amount will be refunded to you (not including shipping charges), after the parcel is returned and received at our warehouse.

My order has not arrived yet. Is my parcel lost ?

You can track your order on colissimo or DHL website.

An email confirming shipment will be sent to you on the day your order leaves our warehouse. Keep this confirmation so that you have a record of your parcel number. You can also find this tracking number in the order history of your customer account.

If the information provided by the website of the carrier does not allow you to locate your package, please to not hesitate to email our Customer Service Department.

I no longer wish to receive my order. How do I cancel my purchase ?

You have the right to withdraw from your purchase at any time up to 14 days after you receive your merchandise. If the 14 days end on a Saturday, Sunday, a public holiday or a non-working day, the period will be extended to the next business day. Simply download the Withdrawal Form and send it to us at the following address:

ORIENTIS GOURMET - Retours e-commerce - Bâtiment Le Havre DC5- Cellule A - Parc du Hode - 276430 SAINT VIGOR D’YMONVILLE - FRANCE

Please note that only the person who paid for the order can exercise this right.

The parcel will be returned to the address shown on the downloadable Withdrawal Form (mentioned above) following confirmation by our Customer Service Department.

Will shipping and return costs be refunded in the case of a withdrawal ?

The shipping costs for your initial order will be refund and the costs of return shipping will not be refund.

What is your refund policy ?

Customers will receive a refund within 14 days from the date the products were received.

The refund will be made using the same payment method used at the time of purchase.

Is it possible to exchange a product ?

Products ordered on www.kusmitea.com cannot be exchanged. In this case, you must exercise your right to withdraw from the purchase and then place a new order for the products desired.

One of the items is defective, how do I return it ?

If, after opening the package, you notice that your order is wrong or defective, please take a photo of the item in question and contact our Customer Service Department for instructions on the procedure to be followed.

If the parcel is damaged at the time of receipt, please refuse it. We will automatically be informed of this. The amount of your order will be refunded within 7 days from the date we receive the parcel.

An item is missing in the parcel I received. What should I do ?

Please email our Customer Service Department. We will resolve the issue to your satisfaction as quickly as possible. You will be informed of any out-of-stock products at the email address indicated in your customer account on our website. Check your email to ensure that you have not been notified of any out-of-stock products. Please keep the original box so you can provide us with the reference number shown on the shipping label.

The parcel I received does not match my order.

If, after checking your order confirmation, you notice that the products received do not match those you ordered, please contact our Customer Service Department. Please keep the original box so you can provide us with the reference number shown on the shipping label. We will resolve the issue to your satisfaction as quickly as possible.

What is KusmiKlub and what are the membership benefits ?

KusmiKlub is the Kusmi Tea loyalty program.

Becoming a member of KusmiKlub allows you to accumulate 10 points for each $1 you spend and to exchange these points for gifts, selected among the most iconic products of the brand.

To view these gifts, log in to your customer account and click on KusmiKlub area.

How do I join KusmiKlub ?

You can join KusmiKlub in Kusmi Tea shop or on our online shop www.kusmitea.com. In store, during your checkout, just indicate your email address. You will receive an e-mail that will invite you to complete your personal information to validate your registration.

On the website, you can register for KusmiKlub via your personal account, by clicking on "my account" and then "join KusmiKlub". You can also join the KusmiKlub during the order process (before confirming the order so that you get the points).

How do I view my points balance ?

You have access to your points balance by logging in to your member account on the www.kusmitea.com website (“My Account”, then clicking on KusmiKlub).

You can also request your balance in store from one of our sales staff or check your receipt after your next purchase.

How long are these points valid ?

These points are valid for one year from the date they were earned. If they are not used, they will disappear from your account once the time limit has passed. For more details, go to your member account to view your points history.

Can I accumulate points from purchases in Kusmi Tea stores abroad ?

Yes, in certain countries. KusmiKlub points are also valid in France and Germany.

You can enjoy the advantages of being a KusmiKlub member in Kusmi Tea stores in different countries or on the website www.kusmitea.com provided you have a delivery address in France, Germany or the United States.

I made a purchase on your website but the corresponding points do not appear in my points balance. What should I do ?

The collected points for your order ($1 = 10 points) are automatically added to your KusmiKlub account after the item is shipped. However, if your order is shown as shipped and the points have not been credited to your account, please contact our Customer Service Department.

I joined the KusmiKlub when paying in store at the cash, but I did not receive the link allowing me to finalize my membership. How do I confirm my membership ?

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First of all, we advise you to check your spam or junk mail folders.

If your confirmation email is not there, please inform one of our stores at the cash during your next visit. You will be asked to verify the spelling of your email address in our data base and then a new email will be sent to you immediately.

You can also contact our Customer Service Department using the contact form on our website to receive a new membership registration link.

I joined the KusmiKlub in store but I want to check my points balance on the website. How should I proceed ?

If you already have a customer account on our website with the same email address as the one given at the store and your KusmiKlub account has been confirmed on the registration link you received, the two accounts will be automatically linked and you will have access to your points balance on your customer account.

If you do not yet have a customer account on our website, simply create one and click on “Membership to the KusmKlub” in your customer account. Make sure that your KusmiKlub membership has been confirmed through the link received by email before completing this action, otherwise it will not be linked to the account you created in store and another loyalty account will be created.

I have collected enough points to receive a gift of my choice, how do I redeem it ?

In store, you simply have to ask at the cash. On the website, you need to log in to your customer account to choose your gift, then confirm your order (under “My Account” > My KusmiKlub > See loyalty products). If you are only ordering your KusmiKlub gift, a shipping charge of $6 will be applied.

There is an error in the email address given in store. How can I correct this ?

You can ask the store to change your email address on your next visit.

Our Customer Service Department would also be pleased to correct your email address for you.

You are a professional and want to sell our teas or offer them for tasting in your establishment?

We invite you to send your request to our sales department.

Our sales and marketing manager will answer you as soon as possible.

You want to apply to work in our company ?

Thank you for your interest in our company !

You can send your application to our human resources department.