Orders are prepared once payment is confirmed and are dispatched within 1–2 business days. You will receive an email confirmation and tracking number once your order has been shipped.

Once a package has been handed over to the courier, delivery is managed by the shipping provider. However, if you experience any delivery issues, please contact us and we will do our best to assist you in resolving the issue with the courier.

If your tracking shows that your package has been delivered but you have not received it, please contact the courier company directly. We will also assist you in filing a claim or investigation where possible.

Matcha Union is not responsible for delays caused by customs, couriers, or unforeseen circumstances. However, we are committed to helping our customers and will assist in resolving delivery issues where possible.

The cost of each shipment will be calculated automatically and detailed at the time of confirming the purchase so that it is always approved by you before confirming your payment.

Once your order has been shipped, you will receive a shipping confirmation email with your tracking number. You can also track your order by logging into your Matcha Union account.

TRACKING YOUR ORDER

• Tracking details are provided once your order is dispatched
• Please allow some time for tracking updates to appear after shipment

DELIVERY INFORMATION

• Delivery times vary depending on your location and shipping method selected at checkout
• While we aim to meet estimated delivery times, delays may occur due to courier services or customs processing

DUTIES & TAXES

• International orders may be subject to customs duties, taxes, or import fees
• These charges are the responsibility of the customer and must be paid before delivery

At Matcha Union, we aim to provide high-quality products and a smooth customer experience. This policy clearly outlines your rights regarding returns, refunds, and exchanges.

1. Returns & Exchanges

We accept return and exchange requests within 7 days of receiving your order.

To initiate a request, please contact us at:
info@matchaunion.com

Include your order number and reason for the request.

2. Food Products (Teas & Chocolates)

Due to food safety and hygiene regulations:

• All teas and chocolates are non-returnable and non-refundable once delivered

However, you are eligible for a replacement or full refund if your item:

• Arrives damaged, or
• Is incorrect

You must report the issue within 7 days of delivery and provide photo evidence.

3. Non-Food Products (Tea Accessories)

3.a. Damaged or Incorrect Items

If your accessory arrives damaged or incorrect, you are eligible for:

• A replacement, or
• A full refund

3.b. Change of Mind

If you change your mind:

• Items are eligible for exchange only (no refunds)
• Items must be unused, unopened and in original packaging

4. Return Conditions

To qualify for a return or exchange:

• Items must be unused, unopened, and in original packaging
• You must provide proof of purchase (order confirmation)

We reserve the right to reject returns that do not meet these conditions.

5. Return Shipping

• Customers are responsible for return shipping costs
• If the item is damaged or incorrect, we will cover return shipping costs

6. Refund Processing

• Refunds are processed within 30 calendar days after we receive and inspect the returned item
• Refunds will be issued to the original payment method

7. Late or Missing Refunds

If you have not received your refund after 10 business days of approval:

• First check with your bank or payment provider
• Then contact us at info@matchaunion.com

8. Non-Returnable Items

We do not accept returns or refunds for:

• Food and beverage products (unless damaged or incorrect)
• Items that have been opened or used

9. Contact Information

Email: info@matchaunion.com

Business Address:

MATCHA UNION LIMITED

167–169 Great Portland Street

W1W 5PF London

United Kingdom

10. Right of Withdrawal (EU Customers)

Under EU Directive 2023/2673, EU customers have the right to withdraw from their purchase within 14 days of receiving their order, without giving any reason.

To withdraw, log into your customer account and request a cancellation, or email us at info@matchaunion.com with your full name and order number. You will receive a confirmation email within 24 hours.

Once confirmed, return the items unused and in original packaging. We will issue a full refund once we receive them. Return shipping costs are the responsibility of the customer unless the item was damaged or incorrect.

Please note: opened food products (matcha, chocolate) cannot be returned for hygiene and food safety reasons. Unopened food products are eligible for withdrawal within the 14-day period.

If you have any questions or experience issues with your delivery, please contact us at: info@matchaunion.com