ORDER MATCHA UNION
SHIPPING AND RETURNS
Everything you need to know about buying our products.
SHIPMENT POLICY
Terms of Delivery
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.
Shipping Cost
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.
Tracking and Delivery
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
Need Help?
If you have any questions or experience issues with your delivery, please contact us at: info@matchaunion.com
RETURN AND REFUND
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
SHIPPING COST PER COUNTRY
Parcel shipped from UK / Germany / UAE
UK
- STANDARD Royal Mail 48h Tracked (2-3 Business Days) - £2.95
- FREE for orders above £40
- EXPRESS Royal Mail 24h (Order by 1pm) - £3.95
GERMANY
- DHL Express (1-2 business days): €5.95DHL Standard (2-5 business days): €3.45
- FREE for orders above €50.00
UAE
- NEXT DAY (Order by 4pm) Local Courier - 20 AED or FREE for orders above 200 AED
- SAME DAY (Order by 12pm) Local Courier - 35 AED
GCC (excluding UAE)
- DHL Express (2-6 business days): £5.00
- FREE for orders above £85
SWITZERLAND
- DHL Express (2-6 business days): 6.95 CHF
- FREE for orders above 75 CHF
LITHUANIA
- DHL Express (1-4 business days): €6.95
- FREE for orders above €70.00
IRELAND, ISLE OF MAN, JERSEY, GUERNSEY
- International Tracked (2-11 business days): £5.00
- FREE for orders above £60
EUROPE ZONE 1
(Austria, Belgium, Denmark, Liechtenstein, Luxembourg, Netherlands)
- European Tracked (1-4 business days): £2.95
- FREE for orders above £40
EUROPE ZONE 2
(Croatia, Czechia, Estonia, Finland, France, Hungary, Italy, Latvia, Monaco, Poland, San Marino, Slovakia, Slovenia, Spain, Sweden)
- European Tracked (2-6 business days): £5.00
- FREE for orders above £60
EUROPE ZONE 3 (Rest of Europe)
- European Tracked (2-8 business days): £10.00
- FREE for orders above £100
NORTH AMERICA (USA, Canada, Mexico) + AUSTRALIA
- International Tracked (3-11 business days): £10.00
- FREE for orders above £100DHL Express (1-4 business days): £16.00
ROW (Rest of World)
We offer worldwide shipping of our Matcha Collection. International Tracked (3-11 business days): £25.00 or FREE for orders above £200