We deliver the merchandise you ordered to the address you specified when ordering. It may happen that a product is not available, in which case you will receive an email informing you and offering you an alternative. In some cases, we may change your order with an equivalent or better product. If you are not satisfied with this change, all you have to do is inform our customer service department who will refund the product. If you are not at home, we take the liberty of leaving your delivery on your doorstep or according to the instructions you left at the end of your online order. We are always entitled to make partial deliveries and services. If this is the case, we will reimburse you for the missing products or, if an additional delivery is possible, we will cover the additional shipping costs. Delivery is defined as "delivery to the letterbox".
For all deliveries, the price indicated includes the applicable value added tax.
🎁 Is the delivery free?
Delivery is free to the European Union and Switzerland for orders over 69 Euros / CHF
For orders below, the cost price is applied, ie in general 6.35 € for parcels bound for France.
How long will my order take?
We usually ship within 1 working day, then delivery is within 48 to 72 hours in Europe.
So allow at least 3 days.
If you want to receive your order faster, contact us at email@example.com. We will do our best as long as you cover the costs.
Where can I receive my order? 🌍
Orders are shipped in standard parcel, to all countries of the European Union and Switzerland. If you wish to receive an order elsewhere, it is possible, as long as you cover the costs.
Can my order be late?
We only ship freshly ground matcha, guaranteeing the best quality, and work just in time with Japan. So when demand is high, it may be possible to wait a few more days for the next delivery from Kyoto, as we are not shipping pre-stored second-grade matcha. We will contact you by phone or email if necessary.
This feature is an integral part of our offer, and it is not possible to request a free cancellation of the order if it can be shipped within 14 days of the order.
If you still wish to cancel the order, a charge of € 5 must apply to cover the transaction costs that apply even in the event of cancellation, and the cost of labor.
I couldn't pick up my order, and it went back to the sender
All of our orders are sent with a tracking code, which you automatically receive by email as soon as the order is shipped.
If you can't find this email, it could either mean that the order hasn't shipped yet or the email is in your spam folder.
If you have not checked your emails and the order is returned to us, it is no longer possible to request a cancellation of the order. Additional shipping costs for a new shipment are your responsibility and must be paid.