Support

Do you ship internationally?
Yes we do!
Detailed information regarding shipping availability is available at checkout.

Do you offer express delivery?
Yes we do!
All orders are shipped via express tracked shipping.

When will I receive my order?
While we strive to provide accurate delivery estimates, please note that customs processes may vary by country and can occasionally extend delivery times. Our estimates are based on past shipments and close collaboration with postal services.

Shipping Rates?
Our shipping rates are calculated at checkout and vary based on your location and the weight of your order. Complimentary shipping is available for qualifying orders.

How do I track my order?
Once your order has been processed and shipped, you will receive a tracking number by email. Simply follow the link provided to track your shipment’s progress. View your orders via this page.

Can I change my adress after placing an order?
You can contact us directly using the form below, and we’ll be glad to assist you. Please note that once an order has shipped, we are unable to make changes.

Carriers used?
Depending on your location, we partner with different postal providers to ensure the best possible delivery experience.

Order processing time?
Orders are processed within 1–2 business days, and you will receive your tracking number by email within 4 business days.

Gift wrapping?
Our team ensures that every gift is thoughtfully.
Simply select the gift option at checkout at no additional cost.
If you need any assistance, please reach out to us via the form below.

Do the prices listed on the website include tax?
Yes, all prices listed on our website include VAT or applicable sales tax.
At checkout, you will see the final breakdown for your region.

How many items can I order?
We don’t impose a strict limit on how many items you can purchase. However, for larger orders or wholesale inquiries, please contact us directly at hello@matchu-matcha.com

Will I receive samples with my order?
Yes, all orders includes a free samples.
Depending on your order, you'll receive a matcha sample or a sample of a new product.

What are your payment options?
We accept Visa, Mastercard, American Express, PayPal, Alipay, and Klarna.

Is Klarna available?
Yes, Klarna is available as a payment method at checkout.

Please note that late fees may apply if you miss your first payment.
For more details, we recommend reviewing Klarna’s policies directly on their website.

Is PayPal available?
Yes, we offer PayPal as a payment option.
To use PayPal, simply select it during checkout and log in to your PayPal account to complete your purchase.

Once your payment is confirmed, you will receive a confirmation email with your order details.

Is my payment secure?
Your payment security is important to us.
Our website uses Secure Sockets Layer (SSL) encryption to ensure your payment details are safe and protected.
You’ll see a small padlock icon in your browser’s address bar to confirm you’re in a secure area.

Care Instructions for Accessories
To preserve the beauty and functionality of your matcha accessories, we recommend gentle hand washing with water.
Avoid using harsh detergents or dishwashers, as these may compromise the finish.

Best Practices for Storing Matcha
For optimal freshness, store your matcha powder in an airtight container in a cool, dry place away from direct sunlight.
Proper storage helps maintain the delicate flavor and vibrant color of your matcha.

Tips for Preparing Matcha
To fully appreciate the nuances of your matcha, use water just below boiling (around 80°C / 176°F) and a traditional bamboo whisk for a smooth, creamy texture.
Sift your matcha powder before whisking to enhance the flavor and aroma.

Do Matchū products have an expiry date?
Yes, our matcha powders and accessories come with an expiry date or recommended use-by period. We advise checking the packaging for this information to ensure the best quality and experience.

How should I store my Matchū products?
To preserve the freshness of our matcha, store it in a cool, dry place away from direct sunlight. Our accessories should be hand washed and thoroughly dried after each use to maintain their longevity and appearance.

Are Matchū products safe to use during pregnancy?
While matcha is a natural product, it does contain caffeine. We recommend consulting with your healthcare professional before consuming matcha during pregnancy.

Will Matchū products aggravate allergies?
Matchū matcha is carefully sourced and processed to ensure purity.
However, if you have concerns about allergies, we suggest consulting with a healthcare professional before consuming matcha.

Where can I find more information about Matchū accessories?
For more details on our brewing accessories and how to incorporate them into your matcha ritual, please visit our Product Care page or contact us directly through the form below.

At Matchū, we take pride in providing high-quality products and exceptional customer service.

Please read our returns policy below to understand your rights and our procedures for handling returns.

Right of Withdrawal
Under EU law, you have the right to withdraw from your purchase within 14 days of receiving your order. However, this right does not apply to perishable goods or sealed goods that have been unsealed and are not suitable for return due to health and hygiene reasons.

This means:

• Unopened and sealed packages of matcha and other food products may be returned within 14 days.

• Opened packages cannot be returned.
  

How to Return an Item

1. Contact us within 14 days of receiving your order at hello@matchu-matcha to inform us of your wish to return the product.
   
   
2. Ensure that the product is unopened and in its original packaging.
   
   
3. Ship them to the provided adress.
   
   
4. Refund Process: Upon receipt of the returned items, we will inspect them within 1-2 business days. If the return meets all requirements, we will initiate a refund, which may take up to 10 business days depending on your chosen payment method.
   
   
5. Non-Compliant Returns: If the returned item does not meet the requirements, we will offer to send it back to the buyer at our expense. Local shoppers may opt to physically pick up the package. 
   
   

Please note that all sales made outside the EU are final and non-refundable, except in cases of defective or damaged products.

What should I do if an item is missing from my order?
If you find that an item is missing from your order, please contact us as soon as possible via the form below.
We’ll promptly resolve the issue for you.

What should I do if my order is damaged in transit?
If your order arrives damaged, please reach out to us via the form below.
We may ask for photos of the damage to help us assess and resolve the issue swiftly.