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Contacts

Our Products

  • Where can I find a list of ingredients and more info about allergies?

    Each tea’s product page contains a list of ingredients and calls out priority allergens — please read through everything carefully. If you have an allergy, we recommend you talk to your physician before drinking our teas.

  • Are your teas gluten-free?

    Although most of our teas do not contain gluten, they are not produced in dedicated gluten-free facilities. Please check the ingredient and allergen list carefully.

  • Do your teas contain any sugar or calories?

    Most of our teas contain virtually no sugar, carbohydrates or calories. Execpt for Journey to Bali, have less than 5% the amount of sugar found in most fruit juices or other ready to drink beverages on the market, making them a healthier alternative.

  • How much caffeine is there in a cup of tea?

    Our herbal teas do not contain any caffeine.

  • Do your teas contain flavouring?

    Our hebal teas are and do not contain any added flavour, let’s be smart and 100% natural.

  • How long does your tea stay fresh and how should I store it?

    To keep your teas fresh, always store them in a cool, dry, dark place and keep them well sealed.

    To make sure you’re always getting the best cup of tea possible, we recommend you follow these guidelines:

    Straight teas: consume within 12 months from date of purchase.

  • Does tea expire?

    No, tea does not expire; it just loses freshness over time. To ensure the freshest teas, please refer to the previous section.

  • Are there teas I should avoid while pregnant or breastfeeding?

    For personal health questions, your best bet is always to speak up to your healthcare provider. All of our teas have detailed ingredient lists, so you have the info you need to ask your doctor whether specific blends or ingredients are right for you.

  • How do I make the perfect cup of tea?

    You’ve come to the right place! Depending on the tea type and ingredients, we recommend different steeping times and temperatures to make sure the flavours are just right. You can find our recommended steeping instructions on each tea’s product page.

  • How do I know when the water temperature is right?

    While temperature is easy to determine if you have a thermometer, how can you tell without one? The easiest trick is the boil-and-wait method below. Keep in mind these are just guidelines and not a guarantee.

    • 95°C – 90°C: Once your kettle has boiled, let sit for about 1-3 min with the lid open
    • 80°C – 85°C: Once your kettle has boiled, let sit for about 7-8 min with the lid open
    • 75°C: Once your kettle has boiled, let sit for about 10 min with the lid open
  • What other ways can I enjoy tea?

    Some like it hot, some like it iced and some like it in their breakfast! The possibilities are endless. Check out our blog for tasty tea-infused reciped using our loose leaf teas: blog zesty BB.

     

  • How do I make iced tea?

    Our rule of thumb is to double the amount! This means if you use 1 Perfect Spoon for your hot tea, you should use 2 Perfect Spoons for making it iced. Steep your tea in half the amount of hot liquid, and pour over ice! Remember to use double the amount of tea you would use for hot tea and count the ice as part of your total water volume when deciding on how much tea to use.

  • How long does iced tea keep in the fridge?

    Iced tea (including our Cold Brew teas) should be consumed within 3 days.

  • How do I make a latte?

    Our rule of thumb is to quadruple the amount! This means if you use 1 Perfect Spoon for your hot tea, then we would use 4 Perfect Spoons for making a latte (hot and iced).

  • Other questions?

    Any other questions regarding tea? Our Customer Service Team is happy to help!

MY CUSTOMER ACCOUNT

  • How do I create my account on the Zesty BB website?

    On the homepage, click on “Create an Account” and enter 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).

    Zesty BB SAS agrees to respect the confidential nature of the information you provide voluntarily or that is collected automatically by Zesty BB.

    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 Zesty BB.

    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 Zesty BB, 16 avenue de l’Europe BAT SXB1 67300 Schiltighiem or by sending an email to contact@zesty-bb.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.

     

MAKING A PURCHASE ON THE WEBSITE

  • 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 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 Stripe 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 ?

    Si le blocage survient sur la page du panier (étape 1), il est fort probable qu’un article en rupture de stock se trouve dans votre panier. En le supprimant, vous pourrez accéder à l’étape suivante en cliquant sur commander. Pour passer à l’étape suivante, assurez-vous également de bien être connecté(e) à votre compte client.

    Si vous rencontrez des difficultés sur la page de livraison (étape 2), vérifiez que tous les champs obligatoires de votre adresse soient remplis (notamment le numéro de téléphone) et que l’un des modes de livraison (Colissimo ou DHL) ait bien été sélectionné.

    Enfin, si le blocage intervient sur la page de paiement (étape 3), nous vous invitons à vérifier que vous avez bien cliqué sur l’un des modes de règlement puis sur “confirmer” et procéder au paiement en bas de page. En cas de règlement par carte bancaire vous serez automatiquement redirigé vers notre plateforme de paiement STRIPE. Si votre commande n’aboutit pas, il se peut que les numéros saisis soient invalides ou que votre plafond hebdomadaire de paiement en ligne soit atteint. Un message d’erreur apparaîtra alors dans un encart rouge afin de vous préciser la raison du blocage.

    Si malgré toutes vos vérifications vous rencontriez toujours un blocage. Nous vous invitons à écrire à notre service client afin de nous expliquer le plus précisément possible votre problème et en nous indiquant à quelle étape du processus de commande vous rencontrez un blocage. Nous vous prions également de nous indiquer quel support (ordinateur, tablette, smartphone…) et quel navigateur (ex. Internet Explorer, Firefox…) vous utilisez.

    Pensez également à vider régulièrement les cookies de votre navigateur afin d’assurer le bon fonctionnement de notre site Internet.

  • Mon code promo ne fonctionne pas. Que puis-je faire ?

    First of all, please make sure that your have properly logged in to your customer account before entering your promotional code.

    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.

  • Can I hange 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 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.

  • What do I do if my credit card is declined ?

    After entering your credit card information and confirming your order, our Pay 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.

DELIVERY AND TRACKING

  • 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.

    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.

    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 General Terms and Conditions of Sale, Zesty BB 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, fedex 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.

RETURNS AND REFUNDS

  • 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:

    Zesty BB Urban Hub – Retours e-commerce - Batiment S Quai 24- 1 place de la logistique – 94150 RUNGIS – 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.zesty-bb.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 at contact@zesty-bb.com. 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.