Delivery and Return Policy

1. Orders placed in the Acorus Tea online store are processed by UAB „Švenčionių vaistažolės“, registered address: Adutiškio g. 3, Švenčionys, LT-18109, Lithuania. Company code: 178605343, VAT number: LT78053413.

2. Orders are delivered using the services of our logistics partners – DPD and GLS.

3. Products are delivered to the mainland territories of the European Union (EU) countries. Currently, orders are not delivered to islands that are physically separated from the mainland, regardless of their political affiliation to a country. Orders are not delivered to the following and other similar-status islands:

  • Italy: Sicily, Sardinia, Elba Island, and other smaller islands;
  • Spain: Balearic Islands (e.g., Mallorca, Menorca, Ibiza), Canary Islands (e.g., Tenerife, Gran Canaria);
  • France: Corsica;
  • Portugal: Madeira, Azores;
  • Greece: All Aegean and Ionian islands;
  • Finland: Åland Islands;
  • Germany: North Sea islands (e.g., Sylt, Föhr) and Baltic Sea islands (e.g., Rügen);
  • Denmark: Bornholm and other smaller islands.

If the provided delivery address is located on one of the above-mentioned or other isolated islands, the order may be cancelled and the payment refunded within 14 calendar days.

For specific delivery possibilities to other complex regions, please contact us via email at questions@acorustea.eu before placing your order.

4. Delivery is free of charge for orders of €60 or more. For orders below €60, delivery fees are calculated based on the selected shipping method and displayed before order confirmation. The delivery price depends on the country of delivery.

5. Tea sets and herbal infusions from our range are delivered within 7-10 business days. For personalized gift tea sets, the delivery period may take 10–14 business days.

6. Returns and exchanges are carried out in accordance with Article 6.362 of the Civil Code of the Republic of Lithuania (Return and Exchange of Goods) and the Resolution of the Government of the Republic of Lithuania on the Approval of Retail Trade Rules.
    Important: if you notice package damage when receiving the delivery, immediately inform the courier or the pick-up point employee and request a damage report. If the shipment is accepted and signed for without any remarks, it is considered that the package was delivered in proper condition.
    We undertake to replace goods of unsatisfactory quality or refund the paid amount if the defect is due to the seller’s or manufacturer’s fault and no damage has been caused by the buyer.

7. Customer support is available on business days from 9:00 to 17:00 via email: questions@acorustea.eu

8. Food products of suitable quality are not eligible for return or exchange.
    Products of unsatisfactory quality may be exchanged or returned in accordance with Articles 6.3641, 6.3642, and 6.3643 of the Civil Code of the Republic of Lithuania and the Government Resolution “On the Approval of Retail Trade Rules” (June 11, 2001, No. 697).

9. Complaints regarding defective products can be submitted via email to questions@acorustea.eu. Please include the following in your complaint:

  • When and how you noticed the quality defect;
  • Description of the defect;
  • A photo of the defective product showing the described issue;
  • A purchase receipt or other proof of purchase.

Defective food products can only be exchanged or returned within the use-by date indicated on the packaging or label.
If the Seller does not have the ordered goods in stock, the Seller is obligated to refund the Buyer within 14 (fourteen) calendar days from the order date and notify the Buyer about the situation.

10. If the Buyer believes their rights or legitimate interests have been violated, they have the right to:

  • Contact the State Consumer Rights Protection Authority at Vilniaus g. 25, LT-01402 Vilnius, Lithuania website: https://www.vvtat.lt;
  • Use the Online Dispute Resolution (ODR) platform: https://webgate.ec.europa.eu/odr;
  • Or take the matter to court.