Frequently Asked Questions
What should I do if I have forgotten my password?
If you have forgotten your password, you can easily request a new password. Click on "Login" on the homepage and then on "Forgot your password?". Hereafter you need to enter the e-mail address that is linked to your account. You will receive the steps to set up a new password for this e-mail address.When do I receive my order?
Once you have placed your order, we will do everything to prepare your package for shipment as quickly as possible. Here you find information about the speed of delivery by country. However, it is possible that the item you ordered is not in stock at our warehouse. We will then do everything in our power to transfer the item you have ordered to the warehouse and then send it to you. Once your order has been processed by us you will receive a confirmation email with a track & trace code. You can use it to track your order until the moment of delivery.Where can I submit a complaint?
We do our very best in order to provide you with ultimate service. If you are nevertheless not satisfied about an incident, we would like to hear from you. Providing the best suitable alternative is the only thing we are able to do in consultation with you. You can submit a complaint by reaching out to our customer service. We are available through info@jounzo.com or +31642169338 for Whatsapp messages. Please do not forget to include your order number in the message if necessary. We do everything we can to deal with your complaint.
Will delivery costs be charged?
The shipping costs depend on the weight of tea that is ordered. All orders within Europe above 1 kg are excluded from shipping costs. Below you will find a general overview of the shipping costs based on weight class with the associated zones worldwide. Click here to find an overview of the countries belonging to zone EU1, EU2 and countries outside Europe.
| Zone | Weight (50g-150g) | Weight(200g-300g) | Weight (350g-1450g) | Weight (1500g >) |
| the Netherlands | €2.99 | €2.99 | €5.99 | Free |
| EU1 | €3.99 | €8.99 | €8.99 | on request |
| EU2 | €8.99 | €11.99 | €11.99 | on request |
| outside EU | €10.99 | €22.99 | €22.99 | on request |
Worden er bezorgkosten in rekening gebracht?
De verzendkosten zijn afhankelijk van het gewicht van de bestelde thee. Alle bestellingen binnen Europa boven 1 kg zijn uitgesloten van verzendkosten. Hieronder vindt u een algemeen overzicht van de verzendkosten op basis van gewichtsklasse met de daarbij behorende zones wereldwijd. Klik hier voor een overzicht van de landen die behoren tot zone EU1, EU2 en landen buiten Europa.
| Zone | Gewicht (50g-150g) | Gewicht (200g-300g) | Gewicht (350g-1450g) | Gewicht (1500g >) |
| Nederland | €2,99 | €2,99 | €5,99 | Vrij |
| EU1 | €3,99 | €8,99 | €8,99 | Op verzoek |
| EU2 | €8,99 | €11,99 | €11,99 | Op verzoek |
| Buiten de EU | €10,99 | €22,99 | €22,99 | Op verzoek |