Shipping Policy – ArtisanThai.com

Effective Date: January 1, 2026
Last Updated: January 1, 2026

Operated by: THAITEAS LTD (UK Company No. 16870792)
9 Bourne Road, Bexley, England, DA5 1LW
Email: service@artisanthai.com

By placing an order on ArtisanThai.com, you confirm that you have read and understood this Shipping Policy. This policy forms part of our Terms and Conditions. Nothing in this policy affects your statutory rights or your rights under applicable consumer protection laws.

ⓘ Important Notice – Estimated Delivery Times: All delivery timeframes stated on this page are estimates only and do not constitute a guarantee of delivery by any specific date. Actual transit times may vary due to factors beyond our reasonable control, including but not limited to: international customs clearance and inspection, public holidays, adverse weather conditions, postal or courier network disruptions, industrial action, and peak-demand periods.

1. Where We Ship

ArtisanThai.com ships to over 150 countries worldwide, including the United States, Canada, the United Kingdom, Australia, New Zealand, and most countries in Europe and Asia. If you are unsure whether we deliver to your country, please contact us before placing your order.

2. Dispatch Location

All orders are dispatched from Thailand via registered international postal services and/or courier companies.

3. Shipping Method & Carrier

We use tracked international postal and courier services. The carrier used may vary depending on the destination country and order size. You will receive a tracking number via email once your order has been dispatched. Dispatch of your order with a valid tracking number serves as confirmation that your goods have been shipped.

4. Order Packing & Processing Time

Before your order is handed over to the carrier, it must first be packed and prepared for dispatch. Please allow 1–3 working days for packing and order processing after payment confirmation. During peak periods, promotional events, or public holidays, packing and processing times may be extended. You will receive a shipment notification email with your tracking number once your order has been dispatched.

The packing and processing period is separate from and in addition to the estimated transit times listed in Section 5 below.

5. Estimated Delivery Timeframes

The following transit times are estimates only, measured from the date of dispatch (not from the date of order placement). They do not include the 1–3 working day packing and processing period. Actual delivery times may differ due to customs inspections, public holidays, weather conditions, carrier delays, or other factors outside our control. These timeframes are not guaranteed delivery dates.

United States & Canada: Approximately 7–14 working days (estimated)
United Kingdom: Approximately 7–12 working days (estimated)
Australia & New Zealand: Approximately 7–14 working days (estimated)
Europe (EU/EEA): Approximately 7–14 working days (estimated)
Rest of World: Approximately 10–21 working days (estimated)

Total estimated delivery time = Packing & Processing (1–3 working days) + Transit time (as above).

These estimates are provided in good faith based on typical carrier performance. They are not guaranteed delivery dates. ArtisanThai.com is not liable for delays caused by circumstances beyond our reasonable control, including carrier delays, customs processing, or public holidays.

6. Proof of Dispatch & Order Fulfillment

ArtisanThai.com considers an order dispatched once it has been handed to the carrier and a tracking number has been issued. When your order is dispatched, you will receive an automated shipment confirmation email containing a valid tracking number. This confirmation, together with carrier tracking records, constitutes evidence that the goods were shipped.

Transit times are determined by third-party postal and courier services. ArtisanThai.com is not responsible for delays caused by the carrier, customs authorities, or any other third party outside our control once an order has been dispatched with a valid tracking number.

7. Shipment Tracking

A tracking number is provided for every order. You can track your parcel at any time using our Order Tracking page: Track My Order. Tracking information may take 24–72 hours to update after dispatch, depending on the carrier and destination country.

8. Free Worldwide Shipping

ArtisanThai.com offers free tracked worldwide shipping on all orders. No minimum order value is required. The cost of standard shipping is absorbed by ArtisanThai.com. If an order is refunded, the actual carrier shipping cost may be deducted from the refund amount as outlined in our Refund and Return Policy, where permitted by applicable law.

9. Customs, Duties & Import Taxes

Your order may be subject to customs duties, import taxes, inspection fees, or regulatory holds imposed by your country’s customs authority. These charges and any resulting delays are the responsibility of the customer. ArtisanThai.com has no control over customs processes and cannot predict whether duties or inspections will be applied.

If a parcel is held, seized, or returned by customs due to the customer’s failure to comply with local import regulations or respond to customs authority communications, ArtisanThai.com cannot be held responsible for the resulting delays or loss. We strongly recommend checking your local regulations regarding the import of herbal tea and food products before placing an order.

10. Lost or Missing Parcels

If your tracking information shows no movement for more than 10 working days beyond the upper end of the estimated delivery timeframe for your region, please contact us at service@artisanthai.com. We will open an investigation with the carrier on your behalf. Carrier investigations typically take 5–10 working days to conclude.

Where a carrier formally confirms a parcel as lost, we will offer a replacement shipment or a full refund in accordance with our Refund and Return Policy. Please allow the full estimated delivery window to elapse before reporting a parcel as missing, as parcels are frequently still in transit.

11. Incorrect Delivery Address

It is the customer’s responsibility to provide a complete and accurate delivery address at the time of checkout. ArtisanThai.com cannot be held responsible for non-delivery or delays resulting from an incorrect or incomplete address provided by the customer. If a parcel is returned due to an address error, we will contact you to arrange reshipment. Additional shipping costs may apply.

12. Split Shipments

In some cases, orders containing multiple items may be split into separate shipments dispatched at different times. Each shipment will have its own tracking number and dispatch notification email. Items in a split shipment may arrive on different dates.

13. Problems with Your Order & How to Contact Us

If you experience any issue with your delivery – including a delayed, missing, or damaged shipment – please contact our customer support team first. We are committed to resolving issues quickly and fairly.

Contact us at: service@artisanthai.com or via our Contact Page.
We aim to respond to all enquiries within 1–2 business days.

When you contact us about a delivery issue, please include your order number, the email address used at checkout, and a description of the problem. Where required, we will also request supporting information (such as photographs for damaged goods) to assist with any carrier investigation.

We maintain full dispatch records, shipment confirmations, and carrier tracking data for all orders. If a delivery dispute arises, we will provide this documentation to your payment provider or card issuer as required.

Please note that you retain your full rights as a consumer under applicable law, including your right to raise a concern with your payment provider. We simply ask that you give us the opportunity to resolve the matter directly first, as this is almost always the fastest route to a resolution.

14. Our Liability

ArtisanThai.com’s liability in relation to any delivery issue is limited to the value of the goods ordered and any shipping costs paid by the customer, in accordance with our Refund and Return Policy. We are not liable for any indirect, consequential, or incidental losses arising from delayed or failed delivery where the delay or failure is caused by a third party (including carriers or customs authorities) or by circumstances beyond our reasonable control.

Nothing in this policy limits any rights you have under applicable consumer protection legislation in your country of residence.