FAQ

FAQ

Products & Notes

How can I quickly find the right product?

Use the search function at the top of the page. You can enter many terms—e.g., "mint," "chai," or "decaffeinated"—even if you don't know the exact product name.

How do I prepare the tea correctly?

You'll find the appropriate preparation instructions on each product page. The packaging also tells you how to best prepare the tea.

How long do the products last?

Shelf life varies depending on the product. You can find the best-before date on each package.

Are your products vegan / gluten-free / lactose-free?

Many products meet these criteria. You'll find relevant information directly in the product description.

Can your products contain traces of allergens?

Yes, our small batches may contain traces of gluten, soy, tree nuts, peanuts, milk, sesame, or sulfur dioxide. The exact ingredients and information are always listed with the product.

Do you also sell organic products?

Yes, many of our products are organically grown. However, since we are not yet certified organic, we are not allowed to officially label these products as "organic" in our online shop. We are currently working on the necessary certification and will add the appropriate labeling as soon as all legal requirements are met.

What should I pay attention to when shipping temperature-sensitive products?

In very warm or frosty weather, we assume no liability for transport damage to items such as chocolate. Please take this into account when placing your order.

FAQ

Order & Payment

What payment methods do you accept?

You can pay with Apple Pay, Google Pay, Klarna, Maestro, Mastercard, PayPal and Visa.

How much are the shipping costs and when is shipping free?

Germany: free from 49 €, otherwise 4.90 €
EU: free from 59 €, otherwise 7.90 €
International: free from 109 €, otherwise 13.90 €

Pick up at the PaPaYa Store Freiburg: free of charge, no minimum order value

Can I also pick up my order in store?

Yes, pickup is possible at both PaPaYa stores – in Freiburg and Emmendingen.

During checkout, you can simply select “Pickup in store” and then specify your preferred pickup location.

Can I change or cancel my order later?

As long as your order has not yet been processed, please feel free to contact us using the contact form – we will take care of it.

How do I receive my invoice?

In addition to the order confirmation via email, you can find an overview of all orders in your customer account and download receipts there.
For an official invoice, simply write to us – we will be happy to send it to you by email.

FAQ

Returns & Contact

Can I return products?

We prepare all our products fresh for you. To avoid unnecessary returns and environmental impact, we ask that you only return items in exceptional circumstances and after prior consultation. You can find all the information in our Return Policy.

How can I contact you if I have any questions?

For anything related to the online shop, please use our contact form – this way your message will reach us directly.