In Shanghai's Xuhui district, Touch Mall — a garden-style commercial complex — is full of zest and vitality, with day cafes, night bars, late-night eateries, family spaces and entertainment all come together in one welcoming space.

But among its many offerings that echo to the noisy din of commerce, one shop stands out — not just for its tea, but for its silence.

Chagee, a beloved Chinese tea brand known for its elegant nods to traditional opera, has opened its very first "silent store" there. Five of its staff members are hearing-impaired, yet their smiles and dedication speak volumes.

Inside, the shop is bright and serene. At the counter, a sign gently reminds visitors: "We cannot hear your voice, but we are happy to serve you." Below it, the sign language for "welcome" is displayed.

Customers can place their orders through a mobile app, a handwritten board, or by pointing to the drink menu. Behind the counter, staff work with focus and care, preparing drinks while communicating through sign language or written notes.

Running a busy tea shop might seem challenging for hearing-impaired staff, but Chagee makes sure that everyone feels supported.

"When things get hectic, team members help each other, and other staff step in to assist with communications when needed," a Chagee spokesperson said.

"We've always received kindness and patience from our customers. New employees who are still learning often get encouraging smiles and many customers even share their experiences online to cheer them on," the spokesperson added.

Staff come from different backgrounds — some are recommended by local disability associations, while others apply through open recruitment. All receive full training before starting work and they thrive in every role, bringing passion and precision to each cup of tea that they prepare.

Chagee's care goes beyond its team. The store is fully accessible, with wide entryways for wheelchair users, braille signage for the visually impaired and a bookshelf filled with resources on sign language.

Near the entrance, a guestbook is filled with heartfelt messages. One customer wrote: "Chagee is helping more people realize the importance of building a truly accessible society". Another shared: "Their world may be silent, but their love is thunderous".

Chagee

Address: Room 1-101, No 599 Dong'an Road, Xuhui district

Business hours: Daily, 9 am to 10 pm

Sources: "xuhuifabu" WeChat account, Chagee