FAQ
Orders & Delivery
How long does it take to prepare my order?
We usually prepare and dispatch orders within 1–3 business days. During busy periods or the holiday season, preparation may take a little longer.
Preparation times for custom and personalised orders are agreed individually.
How long does delivery take?
Orders within Lithuania are usually delivered within 2–5 business days, while international delivery takes approximately 3–21 business days. Delivery times are calculated from the day the parcel is handed over to the carrier.
Where do you deliver?
We deliver throughout Lithuania*, the European Union, the United States.
*For delivery to the Curonian Spit, please contact us directly.
What delivery options are available?
In Lithuania, you can choose delivery to an Omniva parcel locker, a DPD Pickup point or your chosen address. Available international delivery options will be shown at checkout.
How much does delivery cost?
In Lithuania, delivery to an Omniva parcel locker or DPD Pickup point costs €3.00, while delivery to your chosen address costs €5.50.
International delivery costs depend on the destination and delivery method. The exact price will be shown at checkout.
When is delivery free?
We offer free delivery within Lithuania on orders of €50 or more.
Can I collect my order for free?
Yes. You can collect your order from our warehouse in Trakai at a pre-arranged time or from the Chai Chai retail location at PC Outlet Park in Vilnius.
Can I change or cancel my order?
If we haven't started preparing your order yet, we'll do our best to change or cancel it. Please contact us as soon as possible by phone at +370 672 80020 or email at info@chaichai.lt, and include your order number.
Can I place an order on behalf of a company?
Yes. At checkout, select the option to purchase as a company and enter your company details.
Order Tracking
How can I track my order?
Once your order has been dispatched, you'll receive tracking information by email. You can then follow your parcel's journey on the carrier's website.
If you have a Chai Chai account, you can also check your order status there.
What should I do if the tracking information isn't updating?
Tracking information may sometimes take a little while to update. If your parcel's status hasn't changed for more than 3 days, please contact us and we'll help you check what’s happening.
Payment
How can I pay for my order?
You can pay by online banking, PayPal, Google Pay, Apple Pay, or debit/credit card.
Is online payment secure?
Yes. Payments are processed through secure payment systems, and Chai Chai does not store your payment card details.
Can I pay when collecting my order?
No. All orders placed through our online store must be paid for at checkout.
Returns & Damaged Items
Can I return an item?
Returns are handled in accordance with our Returns Policy and applicable legislation. Some products may be excluded from returns due to their nature.
What should I do if I receive a damaged or faulty item?
Please contact us at info@chaichai.lt, include your order number, briefly describe the issue and attach photos of the product and, where relevant, its packaging. We'll help you resolve the issue.
What should I do if my parcel was damaged during delivery?
If you notice that the packaging is damaged, take a photo before opening it whenever possible. Please also photograph any damaged items and contact us – we'll help resolve the issue with the carrier.
Account
Do I need an account to place an order?
No. You can place an order without creating an account. With a Chai Chai account, you can conveniently view your orders and save your delivery details.
How can I update my account details?
Log in to your account to update your saved information.
Products
Do your teas contain caffeine?
It depends on the type of tea. Black, green, white and oolong teas contain caffeine, while rooibos, fruit and herbal infusions are caffeine-free.
Do your products contain allergens?
Some of our products may contain allergens. Full allergen information is provided on each product page under “Allergens”.
Are your teas and spices GMO-free?
Yes. All our teas and spices are certified GMO-free.
How long do teas and spices stay fresh?
Our teas typically have a shelf life of around 2–3 years, while spices usually have a shelf life of around 1–1.5 years. The exact best-before date is always indicated on the product packaging.
How should I store tea and spices?
Store them in a cool, dry place, away from direct sunlight, moisture and strong odours.
Where can I find ingredients and preparation instructions?
Information about ingredients, allergens, country of origin and preparation is provided on each product page.