Question 1

When will my order ship?

Accepted Answer

We usually pack and dispatch orders within 1-3 working days after your order confirmation. You will receive another notification when your order has shipped.

Question 2

Do you offer free UK shipping?

Accepted Answer

Yes. We offer free standard UK shipping on orders over £30. Shipping charges for smaller orders are calculated and shown at checkout.

Question 3

How long does UK delivery take?

Accepted Answer

Most UK deliveries arrive within the usual delivery window after dispatch, but parcels can occasionally be delayed. If your order has not arrived within 14 days of ordering, contact us with your order number.

Question 4

Do you ship internationally?

Accepted Answer

International delivery is not currently available through standard checkout. For international enquiries, contact export@muave.co.uk and we can advise on available options.

Question 5

Can I change or cancel my order?

Accepted Answer

Contact us as soon as possible at sales@muave.co.uk with your order number. If your order has not been dispatched, we will do our best to help. If it has already shipped, our returns process may apply.

Question 6

What is your return policy?

Accepted Answer

You can request a return within 14 days of delivery. Unwanted items must be unopened, unused, with seals unbroken, and in their original condition.

Question 7

How do I start a return?

Accepted Answer

Email sales@muave.co.uk with your order number, the items you want to return, and the reason for return. We will confirm whether the return is accepted and provide next steps.

Question 8

Who pays return shipping?

Accepted Answer

For unwanted items, customers are responsible for return shipping costs. For damaged, incorrect, or defective items, we will guide you through the return or replacement process.

Question 9

When will I receive my refund?

Accepted Answer

Once your return has been received and inspected, approved refunds are issued to the original payment method. Your bank or card provider may need extra time to process the refund.

Question 10

Can I return personalised, perishable, or gift card items?

Accepted Answer

Personalised items, perishable products, gift cards, subscription items, opened products, and items with broken seals are usually excluded unless they are faulty or not as described.

Question 11

What payment methods do you accept?

Accepted Answer

We accept major credit and debit cards through secure payment providers such as Shopify Payments or Stripe. Available payment methods are shown at checkout.

Question 12

Are payments secure?

Accepted Answer

Yes. Payments are handled through secure payment gateways and card details are encrypted during processing.

Question 13

How do I use a discount code?

Accepted Answer

Enter your discount code at checkout. If the code is valid and the order meets the conditions, the discount will be applied before payment.

Question 14

Can I use more than one discount code?

Accepted Answer

Only one discount code can be used per order unless a promotion explicitly states otherwise. Discounts cannot usually be exchanged for cash.

Question 15

Where can I find ingredients and allergen information?

Accepted Answer

Ingredients and allergen information are provided on product pages and packaging. Always check the product page before buying, especially if you have allergies or sensitivities.

Question 16

Are Muave teas gluten-free, dairy-free, and vegan?

Accepted Answer

Many Muave teas are sugar-free, gluten-free, dairy-free, vegan, and very low calorie when brewed without milk or sugar. Some blends may contain inclusions such as sprinkles or chocolate chips, so always check the product page.

Question 17

How should I store loose leaf tea?

Accepted Answer

Store tea in a cool, dry place away from heat, light, moisture, and strong odours. Use an airtight container to help preserve aroma and flavour.

Question 18

How should I brew Muave tea?

Accepted Answer

Use fresh filtered water and follow the temperature, leaf quantity, and steeping guidance on the product page or packaging. Different tea types brew best at different temperatures.

Question 19

Does tea contain caffeine?

Accepted Answer

Caffeine varies by tea type, leaf quantity, water temperature, and steeping time. Black tea usually has more caffeine, green and oolong teas are moderate, and herbal blends are typically caffeine-free unless they include caffeinated plants.

Question 20

How does Muave use my personal information?

Accepted Answer

We use personal information to provide our services, process payments, fulfil orders, arrange shipping, provide support, and keep you updated where you have opted in. Read our Privacy Policy for full details.

Question 21

Does Muave use cookies?

Accepted Answer

Yes. Cookies help the site work properly, remember preferences, support checkout, and understand site performance. You can read more in our Cookie Policy.

Question 22

How is my data protected?

Accepted Answer

We use secure ecommerce and payment providers, encryption during checkout, and appropriate controls around third-party services that help us run the store.

Question 23

Which charities does Muave support?

Accepted Answer

Muave supports United World Schools and Plastic Oceans International through our charity work, helping fund education access and action against plastic pollution.

Question 24

What are Muave's product safety standards?

Accepted Answer

We are committed to safe, compliant, quality products. Our policies cover allergen information, hygiene, labelling, packaging, storage, and brewing guidance.

Question 25

Is Muave committed to accessibility?

Accepted Answer

Yes. We aim to make our website accessible and welcome feedback at all-ears@muave.co.uk if you cannot access any content or functionality.

Question 26

How does Muave approach sustainability?

Accepted Answer

We work to reduce environmental impact, consider packaging choices, support environmental partners, and improve our practices over time.

Question 27

Who should I contact about an online order?

Accepted Answer

For online order enquiries, email hello@muave.co.uk. If your query is about an existing trade order, email sales@muave.co.uk.

Question 28

Who should I contact for wholesale or trade?

Accepted Answer

For new trade enquiries, email wholesale@muave.co.uk. Existing trade customers can use sales@muave.co.uk for order support.

Question 29

How do I make a complaint or share feedback?

Accepted Answer

Email all-ears@muave.co.uk with as much detail as possible, including any relevant order number. We will review the issue and respond with next steps.

Question 30

What should I include when contacting support?

Accepted Answer

Include your name, email address, order number if relevant, and a clear description of the issue so we can help quickly.

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