Shipping & Returns

Shipping Policy

 Processing Time

  • Orders are processed within 1–3 business days.

  • A tracking number will be provided once the order ships.

 

Shipping Methods & Estimated Delivery Times

We ship worldwide from Japan using reliable carriers such as Japan Post, EMS, FedEx, and DHL. Delivery times may vary due to customs processing.

  • Standard Shipping (Japan Post, EMS, or FedEx)

    • USA: 7–14 days

    • Europe: 7–14 days

    • Australia: 5-9 days

    • Southeast Asia: 3-7 days
    • Middles East: 3-15 days

Shipping Costs & Free Shipping

  • Free international shipping from Japan on orders over $100.

  • For orders under $100, shipping fees are a flat rate of $15. 

Customs, Duties & Taxes

  • Customers are responsible for any customs duties, taxes, or import fees imposed by their country.

  • We are not responsible for delays due to customs clearance.

 

Returns & Refunds Policy

Due to the nature of our products, we have specific guidelines for returns and refunds.

 

Non-Returnable Items

  • Matcha: For food safety reasons, all matcha and other tea sales are final and cannot be returned or refunded.

  • Ceramics & Accessories: Returns are not accepted unless the item arrives damaged.

 

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 7 days of delivery with photos of the issue.

  • We will offer a replacement or refund (excluding shipping costs).

  • Refunds are processed within 5–10 business days after approval.

  • We do not cover return shipping costs unless we made an error.

 

Lost or Delayed Shipments

  • If your order has not arrived within 30 days, please contact us, and we will assist with locating your package.

  • If a package is marked as "Delivered" but you did not receive it, we recommend checking with your local post office or carrier.

 

For any inquiries regarding shipping or returns, please contact us at hello@twomatcha.com