Question 1

How long do I have to return an item?

Accepted Answer

You have 14 days from the date of delivery to start a return.

Question 2

What condition does my item need to be in to qualify for return?

Accepted Answer

Matcha powder: Must be unopened and in its original sealed packaging.
Accessories (bowls, whisks, sets, etc.): Must be unused, in original condition, and in original packaging.

Question 3

Can I return an opened bag/tin of matcha?

Accepted Answer

No. For food safety and hygiene reasons, once the packaging on a consumable product is opened, it can't be returned. Unopened, sealed matcha is still eligible for return within 14 days.

Question 4

How do I start a return?

Accepted Answer

Contact us with your order number and the reason for your return, and we'll guide you through the next steps.

Question 5

How will I get my refund?

Accepted Answer

Once we receive and inspect your returned item, we'll let you know whether it's approved. Approved refunds are issued to your original payment method within 5–10 business days.

Question 6

Who pays for return shipping?

Accepted Answer

You're responsible for return shipping costs unless the item arrived damaged or incorrect. Shipping fees are non-refundable.

Question 7

What if my order arrives damaged or I received the wrong item?

Accepted Answer

Contact us within 72 hours of delivery with photos of the item and its packaging. We'll replace it or issue a refund at no shipping cost to you.

Question 8

Who do I contact with questions about my return or refund?

Accepted Answer

Please contact us below — we're happy to help and make it right!

Return and Refund Policy

Frequently asked questions