Shipping & Returns Policy

At Charm Villa, we prioritize the quality, safety, and integrity of our products. Because we offer both perishable teas and artisan teaware, our return policy varies by product category.

Because our specialty teas are ingestible and perishable, we adhere to strict food safety standards. Therefore, all sales of tea and consumable products are final. We cannot accept returns, exchanges, or issue refunds for these items under standard circumstances once they have been dispatched.

This policy applies once our non-tea items go on sale. At launch, these items are shown for display only.

You may request a return within 30 days of delivery. To be eligible for a return, your item must be:

• Unused and undamaged.
• In its original packaging, with all included accessories.

You are welcome to open the packaging to inspect your item.

Before sending anything back, please contact us at us@charmvilla.com with your order number. Once your return is approved, please ship the item back within 7 days.

For returns due to a change of mind, the customer pays the return shipping, and the original shipping charges are non-refundable. We do not charge a restocking fee, and we do not deduct the value of complimentary shipping from your refund.

If your item arrives damaged or defective, or you receive the wrong item, we will cover the necessary shipping costs and offer a replacement or a refund.

Once we receive and inspect your return, your refund will be issued to your original payment method.

We highly recommend using a trackable shipping service or purchasing shipping insurance when returning fragile items, as we cannot issue refunds for items damaged or lost in return transit.

While we cannot accept standard returns on tea, your experience is deeply important to us. If any part of your order arrives damaged, defective, or if you receive the incorrect item, we are here to make it right. Please inspect your package carefully upon receipt.

To request an exception for a damaged or incorrect order, please contact our support team at us@charmvilla.com within 7 days of delivery. To ensure a swift resolution, please include the following in your email:

• Your order number.
• A clear description of the defect, damage, or error.
• Clear photos showing the issue with the tea bag, ceramic product, or packaging.

Once we receive your email and verify the documentation, we will evaluate the issue and make it right by issuing a replacement (subject to stock availability) or a refund.

If a refund is approved for a return or a damaged item, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at us@charmvilla.com.

In-stock orders ship within 1–2 business days. Delivery typically takes an additional 3–7 business days after dispatch. We do not dispatch orders on weekends or U.S. federal holidays.

Pre-order items ship on the schedule shown on their product pages, expected by the end of November 2026.

Christmas order deadline: for delivery before Christmas to the contiguous 48 states, please order by December 15, 2026. Delivery times to Alaska and Hawaii must be confirmed separately, and this deadline does not apply to them.

Once your order ships, we will email your tracking information.

• Pre-orders are charged in full when you place your order.
• Pre-orders are expected to ship by the end of November 2026.
• You may cancel a pre-order for a full refund before it ships. Please email us at us@charmvilla.com with your order number.
• Once shipped, pre-orders follow our Teas & Consumable Items return policy above.

Please ensure your shipping address is entered correctly at checkout. Charm Villa is not responsible for packages delivered to incorrect addresses provided by the customer, or for packages marked as "Delivered" by the carrier but not received.

• Complimentary Shipping: Complimentary shipping on orders of US$199 or more to the contiguous United States (48 states).
• Standard Shipping: For orders under US$199, or orders not eligible for complimentary shipping, shipping rates are calculated and displayed at checkout based on your location and selected service.
• Alaska & Hawaii: We ship to Alaska and Hawaii. Shipping is charged at checkout, and the US$199 complimentary shipping offer does not apply.
• APO/FPO/DPO addresses: At launch, we are not able to ship to military or diplomatic addresses.

Please note that all delivery times are estimates provided by the carrier. While we always strive to pack and ship your items promptly from our California facility, unforeseen carrier delays, weather events, or high shipping volumes may occasionally occur. Once a package is handed over to the carrier, Charm Villa is not liable for transit delays.

In the unfortunate event that your package is lost in transit, please contact us at us@charmvilla.com. While we cannot take responsibility for carrier errors, we will work closely with the carrier on your behalf to locate your shipment or file a claim to provide a suitable resolution.

Charm Villa's US store is operated by Haoying LLC, 25509 Industrial Blvd, Ste G5, Hayward, CA 94545, USA. For questions about shipping or returns, please contact us at us@charmvilla.com.