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Shipping policy and returns

Thank you for selecting Banna House as your tea supplier! To ensure a smooth delivery of your order, please take a moment to review our shipping policy.

I. General Overview

  1. The Banna House is located in the Czech Republic and divides shipping into two categories:

    1. International shipping within the European Union, which should be exempt from any customs and import duties.

    2. Worldwide shipping outside of the European Union, where customs or import duties may be required.

  2. The parcels are divided into three categories:
     
    1. Standard package (50 x 40 x 30 cm) that should not exceed 5 kg.

    2. Overweight package (60 x 50 x 40 cm) that should not exceed 15 kg.

    3. Wholesale package (above 60 x 50 x 40 cm) or beyond 15 kg.

II. Shipping rates

  1. Within the European Union, we standardly send via Packeta (Czechia, Hungary, Romania and Slovakia), GLS Europe or Czech Post.

  2. Overvewight packages and wholesale packages will be charged according to the shipping company's pricelist.

  3. All payments required at the customs or agencies of the receiving country are the buyer's responsibility.

Czechia and Slovakia

  1. Orders above 59 € are shipped for free, while orders below 59 € will be charged a flat rate of 3,25 €. The only exception is the GLS Europe pick-up door-to-door service to Slovakia, for which we will charge  6,5 €.

  2. Local pickup service is available in our Tea Chamber (Vyšehradská 11, Prague 2), and orders are normally ready within 24 hours.

  3. Orders are normally sent within 48 hours to your address and will be confirmed via email or WhatsApp.

Austria, Croatia, Denmark, Estonia, France, Germany, Hungary, Poland, Romania, Slovenia (including BENELUX countries)

  1. Orders above 75 € are shipped for free, while orders below 75 € will be charged a flat rate of 15 €.

  2. Orders are normally sent within 48 hours to your address and will be confirmed via email or WhatsApp.

Bulgaria, Cyprus, Finland, Greece, Ireland, Italy, Latvia, Lithuania, Malta, Portugal, Spain, Sweden

  1. Orders above 150 € are shipped for free, while orders below 150 € will be charged a flat rate of 35 €.

  2. Orders are normally sent within 48 hours to your address and will be confirmed via email or WhatsApp.

Rest of the world

  1. Orders above 225 € are shipped for free, while orders below 225 € will be charged a flat rate of 70 €.*

  2. Orders are normally sent within 48 hours to your address and will be confirmed via email or WhatsApp.

* Overweight and wholesale parcels ​to USA, Canada, Israel, Middle East and Australia above 300 € are for free, while orders below 300 € will be charged for a flat rate of 85 €.

III. Shipping time

  1. Delivery within the European Union is standardly completed within a few working days, whereas delivery outside of the European Union takes approximately 7-10 working days. 

  2. Normally, we send the parcel within 48 hours, but this period may be longer during holidays and other high-season events.

  3. The parcels can be tracked via the shipping code, which is sent to your email. However, the indicated time of arrival may sometimes vary, which is why we stay in touch with you until your parcel arrives safely and soundly.

IV. Lost and stolen orders

  1. In case you suspect that your package has been lost by the shipping company (i.e. parcel status indicates "not delivered"), we ask you to initiate a claim no earlier than 7 days following the most recent tracking update for the Czech Republic and after 20 days for international shipments.

  2. In case you suspect that your package has been stolen (i.e. parcel status indicates "delivered" but you have not received it), please, submit a claim within 5 days after the supposed delivery date and within a 30-day window.

V. Returned shipments

  1. In case your order is returned to us in undamaged condition, we are pleased to offer a reshipment of the items at only the shipping cost.

  2. In case your order is returned to us in damaged condition, claims must be lodged within 30 days of the delivery date. Please ensure your claim includes clear photos of the damage.

  3. Before initiating the claim:

    1. Send us the order number

    2. Add relevant photographs as requested in the email

    3. Double-check the contact information (i.e. shipping address, email and cellphone number).

  4. The lost and stolen parcels are standardly covered by shipping insurance. However, if an inaccurate address is provided and the package is delivered to the wrong location, the shipping insurance can not be applied.

  5. In case you need to modify your shipping adress before your item will be shipped, please send an email to info@bannahouse.cz with your order number and updated contact information. Although we cannot guarantee to update the changes in time, we will try our best to accomodate your request.

 VI. Returns and payments

  1. In case you are not satisfied with the products, you have the right to initiate a return within 14 days of receiving your package. Please ensure that the products remain unopened.

  2. Once we receive your claim, we will send you a return label to facilitate the return process. Please kindly use this label to send the order back.

  3. If the conditions mentioned above are met, we will reimburse the full purchase amount for the returned products within 5 working days after receiving the returned products.

  4. In case only that only a portion of the products are returned, or the products are damaged, the refund will be deducted accordingly.

  5. On our e-shop, you can safely pay with most credit cards (Mastercard and Visa) via Shoptet Pay. Alternatively, you can use the direct bank account transfer.

  6. Once the payment is confirmed, we will pack the products and ship it to you as soon as possible.