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FAQ

Online Accounts

How do I create an account?
Please click on My Accountin the top right hand corner and enter your details. You can also create an account with us by signing up for the Newsletteror when you place an order.

I’ve forgotten my password – what do I do?
If you’ve forgotten your password, please visit My Accountand click the ‘Forgot Password?’ button. We will email you instructions for how to reset your password.

Where can I sign up for the newsletter?
Please visit the Newsletterpage on the website and simply enter your email in order to subscribe.

Online Orders

How do I place an order?
You can browse our full range of teas and accessories on the E-boutique, shopping by tea typeor collection. Once you have selected the teas you would like to purchase, add them by clicking ‘Add to Shopping Bag’. Once you are ready to place your order, proceed to the Checkout page. You will need to enter a Delivery Address and payment details, accept our Terms & Conditions and click ‘Place Order’ and your order will be placed.

What methods of payment do you accept?
At the present time, we accept PayPal, Visa, Mastercard and Cash on delivery as methods of payment for website orders. 

My promotional code is not working. Who can I contact?
Please contact the team on sales@newbyteas.ae and we will respond as soon as we can, typically within 1-2 working days.

When will the out-of-stock products be back in stock?
As tea is a seasonal product, we cannot guarantee that a specific item will come back into stock, though it is possible we will blend it again for the next season. To enquire about a specific tea, please contact the team on sales@newbyteas.ae.

Delivery & Returns

How long will I have to wait for my order and what are your delivery charges?

ORDER SIZE DELIVERY SERVICE ESTIMATED DELIVERY TIME COST (INCL. VAT)
BELOW AED 150 NEWBY DELIVER Within 03 working days from the conformation of the order. AED 30
AED 150 AND OVER NEWBY DELIVER Within 03 working days from the conformation of the order. FREE

Can I track my order?

We have not integrated our system with a delivery company and once integrated you can track you orders online at the moment you can get the update of your order by emailing us the Confirmation No./Invoice no. at sales@newbyteas.ae.

Where do you deliver?
At present, we delivery only in UAE and soon delivery will start for MENA region. We deliver also in the UK, from www.Newbyteas.com and Switzerland at www.newbytea.ch. We do not deliver to the Channel Isles. For any further queries please email us at sales@newbyteas.ae and we shall get back to you.

Can I return an item?
Of course. If you are unhappy with the product supplied, please contact sales@newbyteas.ae with the specific product information. Remember to include the size of the pack and whether it contains loose leaf tea or teabags; the ‘best before’ date, and lot number; as well as when you placed your order. We will do our best to resolve the issue.

Tea

What is the difference between a teabag, a carton and a caddy?
The difference lies not in the quality of the tea, but the size of the leaves. Teabags consist of smaller grades of tea leaves, which take less time to infuse. Caddies typically contain large leaf or whole leaf teas, which require slightly longer. Cartons combine a mixture of smaller and larger leaves.

How do I brew my tea?
For the best cup of tea, brewing instructions differ based on the type of tea and the size of the leaves. Please consult our at-a-glance guide for detailed instructions on how to brew a cup.

How should I store my tea?
To keep tea leaves fresh and preserve their character, please store the tea away from heat, light and moisture, in a sealed, airtight bag or caddy. Many of our teas come with caddies that are suitable for tea storage.

Why does Newby not sell single estate teas?
Single estates cannot guarantee the quality of the leaves year after year or season after season. By specially creating our teas from the leaves of a number of gardens, we ensure the quality of our blends year after year.

Retail

Where can I buy Newby teas in person?
In the UAE, We are available across all Waitrose and A category Spinney’s in Dubai and Abu Dhabi. We are also available at Milk and Honey at Palm Jumeirah and Town Center Meadows in Dubai.

In the UK, Newby teas are currently retailed at Harvey Nichols and Ocado. Newby is launching a new range of silken pyramids in Waitrose in November.

I want to sell Newby teas at my shop or establishment. Who should I contact?
Please visit the B2B pages of our website for an overview of our services. To make an enquiry, contact the team on sales@newbyteas.ae.

Where can I sample Newby teas?
Newby conducts several tastings throughout the year. For the latest information on our up-and-coming tastings, please like our Facebook page or follow us on Twitter.