FAQ

Find answers to the most commonly asked questions about our teas, orders, and services. Can’t find what you’re looking for? Our Tea Experts are always happy to help.

How quickly will my order be dispatched?
At Dilmah, we take pride in bringing the freshest tea directly to your cup. As soon as your order is placed, our team begins packaging it to the highest safety and quality standards.

If your order contains items from both the Fast Dispatch and Regular Shipping categories, the entire order will be processed under Regular Shipping and dispatched within 7 working days of order placement.
I requested a password reset but have not received an email.
Password recovery emails are sent automatically. Please allow a few minutes and check both your inbox and spam/junk folder. If you still have not received the email, please contact us at orders@dilmahtea.com before making another request. We also recommend adding @dilmahtea.com to your email whitelist to ensure our messages reach your inbox.
Does Dilmah sell tea wares and accessories online?
Yes, we offer a curated selection of teawares and accessories online that are suitable for safe international shipping. If you are looking for an item that is not currently listed online, please contact us at consumer@dilmahtea.com with a photograph or description of the item.
Why should I create a Dilmah account?
Creating a Dilmah account gives you access to a range of exclusive benefits:
• Enrolment in our loyalty program
• Access to your full order history and account details
• Real-time order tracking, including transit updates
• Periodic newsletters featuring promotions, new arrivals, and limited-edition rare teas
• The ability to place special orders for custom product bundles

Don't forget to tick the newsletter subscription option when registering so you never miss an exclusive offer.
Does Dilmah offer personalized gifts or engraved products?
Yes. We offer laser engraving of your name or company name on selected tea presenters. Please note that our engraving facility has a character limit of 30 characters including spaces. A small fee applies for this service unless we are running a promotional offer.
Can I send Dilmah tea as a gift directly to a recipient?
Yes! We offer the wonderful opportunity to send a gift of Ceylon tea directly from Sri Lanka to any country we ship to - saving you the time and cost of re-shipping. Simply enter your recipient's address as the delivery address at checkout.

You can also request gift wrapping and include a personalized message by clicking the gift option in the shopping cart.
Can I get an invoice for my order?
Your order confirmation contains all the information required for a standard invoice. If you need a formal invoice for reimbursement or documentation purposes, please contact us at orders@dilmahtea.com with your order number.
Are there additional charges after placing my order?
Each country has its own customs and import regulations. Local duties or taxes may be levied by your country's customs authority upon arrival of your order. It is your responsibility to check the applicable charges before placing your order, as these costs will not be covered by Dilmah.
Is my payment information secure?
Absolutely. When you complete a payment, your card details are entered directly on our payment gateway's secure website. Dilmah does not receive, store, or retain any of your payment or credit card information on our platform.
What payment methods does Dilmah accept?
We accept Visa, Mastercard, Paypal, Apple pay and American Express credit cards.

Alternatively, you may send a cashier's cheque made payable to "Ceylon Tea Services" to: No. 111, Negombo Road, Peliyagoda, Sri Lanka.
My payment is not going through. What could be the issue?
There are several common reasons why a payment may not process successfully:
• Corporate credit cards: Only personal credit cards are accepted. Please use a personal card.
• Session timeout / Page Expired: Please contact us at orders@dilmahtea.com before retrying your payment.
• Insufficient funds: Please contact your bank.
• Fraud alert (blacklisted card or bank): Please contact your bank.
• Secondary authentication failed: Please ensure your secondary authentication device (e.g. your mobile phone for OTP) is nearby when completing payment.
I have paid for my order but have not received a confirmation.
Your order confirmation is displayed on-screen immediately after payment and also sent to your registered email address. Please allow a few minutes and check your inbox and spam folder. If you did not receive a confirmation or encountered an error, please contact us at orders@dilmahtea.com before placing a new order. Please add @dilmahtea.com to your email whitelist.
What currency are prices displayed in?
You may view prices in US Dollars, Australian Dollars, British Pounds Sterling, or Euros for easy reference. However, these are indicative figures only - the final payment will be processed in US Dollars at your bank's applicable exchange rate. You may also pay in other currencies (e.g. INR, Peso); your bank will apply the relevant exchange rate at the time of payment.
My airway bill tracking shows 'Cancelled by Sender'. What does this mean?
Please allow up to 24 hours for tracking updates to appear. In some cases, the airway bill number may have been revised due to unforeseen circumstances. Please log in to your account to view the updated airway bill number. If you need further assistance, contact us at orders@dilmahtea.com.
What special customs documents are required for my country?
We include the relevant documentation depending on your destination:
• USA & Canada: FDA Prior Notification Forms are included with all tea orders.
• Europe & South America: Phytosanitary Certificates are included.
• India: You will be asked to provide a Clearance Authority Letter and KYC form by the courier at the time of clearance.
• Turkey, Brazil & Chile: Please provide your Tax ID or RUT Number with your order, or email it to orders@dilmahtea.com with your order number.
How do I cancel an order?
Orders may be cancelled by contacting orders@dilmahtea.com within 2 days of placement, provided the parcel has not already been dispatched.
My order arrived damaged. What should I do?
We take great care to pack all orders securely with appropriate padding and support. On occasion, packages may be opened by local customs for inspection, which can result in damage. If you receive damaged items, please contact us at orders@dilmahtea.com with photographs of the damage within 14 days of delivery so that we can raise a claim with our courier.
I have only received part of my order. What should I do?
We ship your complete order under a single airway bill unless notified otherwise. However, a single airway bill may consist of multiple boxes, which your courier may deliver in separate consignments. Please allow a short time for the remaining packages to arrive. If the issue persists, please contact us at orders@dilmahtea.com.
Can I change my delivery address after placing an order?
Orders can be shipped to an address different from your billing address at the time of checkout. If you need to change your shipping address after placing the order, please notify us at orders@dilmahtea.com within 2 days of order placement. If the order has already been dispatched, we will request our shipping partner to re-route the parcel. Any additional charges incurred for re-routing will not be covered by Dilmah.
Are shipping charges included in the price?
Yes. The prices shown online are inclusive of shipping charges. However, any local duties or taxes levied by the customs authority in your country are your responsibility and will not be covered by Dilmah.
Which countries does Dilmah ship to?
We ship to most countries worldwide. If your country is not listed at checkout, Please check the countries we ship from Shipping & Delivery Section before placing your order and we will confirm whether shipment can be arranged.

CIS Countries (e.g. Russia, Ukraine): These countries require special import documents registered to a company, which are generally not available to individual consumers. If you hold the necessary import clearance, please contact us at orders@dilmahtea.com before placing an order.
What tea ranges does Dilmah offer?
Dilmah offers a wide spectrum of teas to suit every taste and occasion, including:
• Black Tea – Bold, Ceylon black teas
• Green Tea – Light, antioxidant-rich green teas
• White Tea – Delicate, minimally processed teas
• Oolong Tea – Partially oxidised, nuanced teas
• Herbal Infusions – Caffeine-free herbal blends
• Flavoured Teas – Ceylon tea infused with natural botanicals and spices
Are Dilmah teas natural? What flavouring agents are used?
Dilmah uses various flavour types and formats across its wide range of teas. If you require specific information about the flavouring used in any particular tea, please contact us at: orders@dilmahtea.com
What is Ceylon tea and why is it special?
Ceylon tea is grown in the highlands of Sri Lanka (formerly known as Ceylon), one of the world's most celebrated tea-producing regions. The unique combination of altitude, climate, and soil produces a tea renowned for its bright, full bodied flavour and exceptional quality. Sri Lanka's diverse growing regions - from Nuwara Eliya to Uva - each lend their own distinctive character to the leaf.
What makes Dilmah tea different from other teas?
Dilmah is a family-owned business founded by Merrill J. Fernando, with a mission to bring the finest, freshest Ceylon tea directly from Sri Lanka to your cup. Unlike many global tea brands, Dilmah teas are single-origin grown, harvested, and packed in Sri Lanka to ensure unrivalled freshness and quality. There are no intermediaries; what you receive is pure Ceylon tea at its best.