Frequently Asked Questions | Tea Club

How does the Tea Shop Tea Club work?

Tea Club is Tea Shop’s loyalty programme. By registering as a Tea Lover, you can collect stamps with your purchases, receive exclusive promotions and birthday discounts, and unlock loyalty gifts.

Purchases made both in physical stores and online automatically earn stamps, as long as you use the same email address registered to your Tea Lover account.

How can I join the Tea Club?

You can sign up through our website or app by creating a Tea Lover account.

To enjoy all the benefits of the Tea Club, please make sure you complete the following details correctly:

• First and last name
• Email address
• DNI/NIE
• Date of birth
• Consent to receive communications

Why haven’t I received my welcome voucher?

The welcome voucher is normally sent within 24 hours of joining the Tea Club.

If you haven’t received it:

• Check your spam or junk folder.
• Make sure you have fully completed the registration process.
• Check that you have agreed to receive marketing communications.

How long does it take for a stamp from an online purchase to appear?

Stamps from online purchases are added automatically within approximately 24 to 72 business hours after your order has been shipped.

Do purchases made in physical stores also earn stamps?

Yes. All purchases made in Tea Shop physical stores and online earn stamps, as long as you identify yourself using the same email address registered with your Tea Club account.

How does the Tea Shop loyalty card work?

Each loyalty card:

• Is valid for 12 months from the date it is activated.
• Requires 12 stamps to be completed.

Once your card is complete, a loyalty voucher (Tea Club gift) is generated automatically.

How long do I have to use my loyalty voucher?

Your loyalty voucher (the Tea Club gift you receive after completing your card with 12 stamps) is valid for 30 days from the date it is issued.

Once this period has passed:

• The voucher expires.
• The associated stamps also expire.
• The card is no longer active.

What happens if my loyalty card expires?

When a loyalty card expires:

• Any stamps collected on the card also expire.
• The system automatically removes the expired card.

In exceptional cases, Customer Service may consider reactivating the card as a goodwill gesture.

Can I use several discounts at the same time?

No. Promotions, discounts and vouchers cannot be combined.

For example:

• Welcome voucher.
• Loyalty voucher.
• 5-for-4 promotions.
• Special Tea Club promotions.

Only one promotion can be applied per order.

Why can’t I use Click & Collect?

The Click & Collect option (buy online and collect in store) may be automatically unavailable when:

• Your basket contains online-exclusive products.
• One or more products are not in stock at the selected store.

In these cases, the order can only be delivered to your chosen address.

Can I see my purchases in the app?

At the moment, the app mainly displays online purchases.

Purchases made in physical stores are still recorded internally on your Tea Lover profile and continue to earn stamps correctly, even if they are not yet visible in the app.

We are working on improvements so that your full purchase history can be displayed.

What should I do if I can’t see my stamps?

We recommend:

1. Logging out of the app or website.
2. Logging back in.
3. Waiting up to 72 business hours if it is an online order.

If the problem continues, please contact Customer Service and attach your purchase receipt.

What happens if I have two Tea Lover accounts?

If we identify duplicate accounts:

• We can merge them.
• We will keep your benefits and stamps.
• We will keep the correct email address you provide us with.

Can I update my personal details?

Yes. You can request changes to:

• Email address.
• DNI/NIE.
• Date of birth.
• First and last name.

For security reasons, any changes must be managed through Customer Service.

Why am I not receiving emails from Tea Shop?

The most common reasons are:

• You have unsubscribed from marketing communications.
• There is an error in the email address registered on your account.
• Our emails have been sent to your spam or junk folder.

If you unsubscribe from communications:

• You will no longer receive promotions.
• You will not receive voucher reminders.
• You may miss out on Tea Club benefits.

How does the birthday discount work?

Tea Lovers receive a special birthday voucher.

To receive it, you need to:

• Have your date of birth registered on your account.
• Keep marketing communications enabled.

On your birthday, you will receive an email with your code, which will be valid for 30 days.

Can I redeem my loyalty gift in store and online?

Yes. Your loyalty gift can be redeemed:

• In physical stores.
• Online.

For online purchases:

1. Log in to your account.
2. Add the products you would like to purchase to your basket.
3. If you have a gift available, you will see an option in your basket to select it and add it to your order.
4. Continue to checkout and complete your order as usual.

Why has my gift disappeared from my basket?

If you remove the gift from your basket, the system may temporarily stop displaying it due to your browser cookies.

To resolve this:

• Log out of your account.
• Clear your browser cookies or cache.
• Log back in.

Can store vouchers be used online?

No. Vouchers issued in physical stores:

• Can only be used in the store where they were issued.
• Are not currently valid online.

How do returns work at Tea Shop?

Returns are handled in accordance with the conditions stated in store and on your purchase receipt.

In some cases:

• The amount may be refunded in the form of a voucher.
• The voucher may have specific conditions of use.

For specific issues, please contact Customer Service and attach your receipt.

What should I do if I was charged incorrectly?

If you notice:

• Duplicate charges.
• Incorrect amounts.
• Products charged incorrectly.

Please contact Customer Service and provide:

• Date.
• Store.
• Receipt or proof of payment.

We will review your case and help you as soon as possible.

What happens if a product is out of stock?

Some products, particularly limited editions or highly sought-after items, may sell out quickly.

You can activate the back-in-stock notification on our website to receive an alert when the product becomes available again.

How can I contact Tea Shop Customer Service?

You can contact us through:

• Online contact form.
• Customer Service email.

Our team will be happy to help you.