Track it first: your FedEx tracking number appears under "My Account" then "Orders" once the parcel is despatched, and the number links straight through to FedEx tracking. International parcels can sit for a few days in customs clearance, which is normal and shows on the tracking record. If the tracking has not moved for several days, if the parcel arrives damaged, or if it is marked delivered but you have not received it, contact us through the Contact Us page with your order number. For damage, please keep the outer packaging and send us photographs, as the carrier requires them to process a claim.

Customs duties, import taxes and any handling charges are paid by the recipient, and are not included in the price you pay us. These are set by the country you are shipping to, not by Teagraphy, and are collected by the carrier or the customs authority on delivery. Allowances for tea differ from country to country, so if you are unsure it is worth checking your local rules before ordering.

Yes. International orders are shipped by FedEx, and you can choose between FedEx International Priority and FedEx International Economy at checkout. Select FedEx as your delivery method, enter your destination country, postcode, city and address, and the exact shipping cost for your order is calculated and shown before you pay. The cost depends on the destination and on the billable weight of your parcel.

The tins hold 50 g of loose leaf for everyday brewing at home; the sachet boxes hold five individually sealed sachets of 6 g or 7 g, each one enough for a single 300 ml pot. Both are 100% Taiwanese tea leaves, grown and packed at source, roasted by hand over longan wood charcoal in Nantou, Taiwan, and both pass SGS pesticide-residue testing. Choose the tins if you brew often, and the sachets for travelling, for the office, or as a gift.

Reseal it as soon as you have taken out what you need, and keep it away from air, light and damp. An unopened nitrogen-flushed sachet stays sealed until you open it; once opened, the leaf is exposed to air and will gradually lose aroma. Use the supplied bag sealer to close the pouch again, or decant the leaf into an airtight tin.

Because the roasting drives the moisture out of the leaf, not because anything is added to it. The radiant heat of a longan wood charcoal fire penetrates deep into the stem and the leaf, driving moisture and impurities outward from the core, so the finished leaf is dry all the way through. Electric roasting conducts heat by hot air across the surface of the leaf, working from the outside in, and reaches the inner stem far less easily. A leaf that is dry to the core simply keeps better.

Keep it sealed, cool, dry, out of direct sunlight and away from anything with a strong smell. Tea leaf takes up moisture and odours readily, so do not store it next to coffee, spices or in a fridge alongside food. Our sachets are nitrogen flushed and sealed at source; once a pouch is opened, reseal it and keep it in an airtight container. A bag sealer is supplied with our tea and there are step-by-step instructions on our Bag sealer instructions page.

Yes. Products carrying the "Cold-brew tea" tag on their product page are suitable for cold brewing. Put the leaf straight into cold water, refrigerate, and leave it for several hours; there is no need to boil first. Cold brewing draws out the sweetness and leaves the astringency behind, so the result is softer than the same tea brewed hot.

No filter or teabag is needed in the usual sense, but you do need something to hold the leaf. Our tea is loose-leaf tea, so use a teapot, a gaiwan, or any infuser basket that gives the leaf room to open. A cramped infuser stops the leaf unfurling and the liquor comes out thin.

It depends on the tea. Research by Taiwan's Tea and Beverage Research Station, summarised in our journal, found that on tasting: high mountain oolong and Dong Ding oolong were best brewed with boiling water; Wenshan Baozhong and black tea were better from 90°C up to boiling; green tea (Biluochun) and Oriental Beauty were better at 80-90°C than at boiling. For our charcoal-roasted oolong we recommend 95-100°C.

Cang Hui Gu Yun sachets: use 6 to 7 g of leaf to 300 ml of water at 95-100°C, and steep for 6 to 7 minutes. Most people stop short of that last figure. Pull the leaf out at two minutes and you get the astringency without the sweetness; the honey note and the throat-feel only arrive at the end of that window. Each sachet already holds the right amount of leaf for one 300 ml pot, so there is nothing to weigh.

Go to "My Account" and then "Orders", where you can see the current status of each order.

If you have forgotten your password, go to "My Account", choose "Forgot password", then enter the email address or mobile number you registered with. The system will send you a password reset notification automatically - just follow the steps in that message to set a new password.

If you would like to cancel, please contact our customer service team and we will help you as quickly as we can.

The item name on the invoice follows the product actually ordered. We are unable to issue an invoice under a different item name or on a specified date.