Have questions in mind?
See our FAQs below
Shipping & Delivery
Subscription
Returns & Refunds
1. Which countries do you ship to?
We ship worldwide from Japan via Japan Post airmail. Below is the list of countries and regions we currently ship to:
Asia: Afghanistan / Bangladesh / Brunei / Cambodia / China / East Timor / Hong Kong / India / Indonesia / Japan / Laos / Malaysia / Maldives / Mongolia / Myanmar / Nepal / Pakistan / Philippines / Singapore / South Korea / Sri Lanka / Taiwan / Thailand / Vietnam
Oceania: Australia / Fiji / Kiribati / Micronesia / Nauru / New Zealand / Palau / Papua New Guinea / Samoa / Solomon Islands / Tonga / Vanuatu / other Oceania regions
North America: Canada / Mexico / United States
Middle East: Bahrain / Cyprus / Iran / Iraq / Israel / Jordan / Kuwait / Lebanon / Oman / Palestine / Qatar / Saudi Arabia / Syria / Turkey / United Arab Emirates / Yemen
Europe: Albania / Andorra / Armenia / Austria / Belarus / Belgium / Bosnia and Herzegovina / Bulgaria / Croatia / Czech Republic / Denmark / Estonia / Finland / France / Germany / Greece / Hungary / Iceland / Ireland / Italy / Latvia / Liechtenstein / Lithuania / Luxembourg / Malta / Moldova / Monaco / Netherlands / North Macedonia / Norway / Poland / Portugal (including Azores and Madeira) / Romania / Russia / Serbia / Slovakia / Slovenia / Spain / Sweden / Switzerland / Ukraine / United Kingdom
South America: Argentina / Bolivia / Brazil / Chile / Colombia / Ecuador / French Guiana / Guyana / Paraguay / Peru / Suriname / Uruguay / Venezuela
Africa: Algeria / Angola / Botswana / Cameroon / Central African Republic / Chad / Comoros / Congo / Côte d'Ivoire / Djibouti / Egypt / Eswatini / Ethiopia / Gabon / Gambia / Ghana / Guinea / Guinea-Bissau / Kenya / Lesotho / Liberia / Madagascar / Malawi / Mali / Mauritania / Mauritius / Morocco / Mozambique / Namibia / Nigeria / Reunion / Rwanda / Senegal / Seychelles / Sierra Leone / Sudan / Tanzania / Togo / Tunisia / Uganda / Zambia
⚠️ Please note that due to international conditions, there may be occasional disruptions or suspensions in service to certain countries. If your country is not supported at checkout, we currently cannot ship there.
2. How much is the shipping fee?
We offer free international shipping for subscription orders.
For one-time (non-subscription) purchases, shipping fees vary by region and will be calculated at checkout. The exact amount depends on your destination country and the weight of your package.
3. How long does delivery take?
Once your order is placed, we typically ship it within up to 5 business days (based on the Japan business calendar). After shipment, estimated delivery times vary by destination. According to Japan Post’s standard delivery data, typical shipping times are:
Asia: 9–16 days
North America: 13–18 days
Europe: 12–19 days
Oceania: 14–16 days
Middle East: 16–20 days
Africa: 16–21 days
South America: 16–21 days
In many cases—especially to major cities—delivery may arrive sooner than the estimated timeframe, based on our past experience. Please note that delivery may take longer during peak seasons such as the year-end holidays. We appreciate your understanding.
You’ll receive a tracking link once your order has shipped.
4. Will I have to pay any customs duties or VAT upon delivery?
Depending on your country, you may be required to pay import taxes, VAT, or other handling fees at the time of delivery. These charges are the responsibility of the customer and are not included in the product or shipping price unless otherwise specified.
That said, since your order ships directly from Japan, in many cases no additional fees are charged upon delivery—especially for personal use and low-value shipments.
For EU countries, we use the IOSS (Import One-Stop Shop) system to collect VAT during checkout. This means you typically won’t be charged any additional fees upon delivery.
In all other countries, applicable duties and taxes may still be charged based on your local regulations.
5. Can I track my order?
Yes. Once your order ships, we’ll send you a tracking number via email. You can follow your package all the way from Japan to your doorstep.
Please note that the level of tracking detail varies by country. While many countries provide full tracking updates through final delivery, others may only show limited information after the package arrives in the destination country.
6. My package hasn’t arrived. What should I do?
Please first check the tracking number provided in your shipping email. If the status shows "Attempted Delivery" or "Held at Post Office," your package may be waiting for you at your local post office.
As the package is handled by the postal service in your country after arrival, we kindly ask that you contact your local post office directly with the tracking number for more details.
Unfortunately, we have limited ability to assist once the package has left Japan.
7. Are there any countries where delivery can be more difficult?
In some countries, delivery may not be completed to your door and require pickup at a local post office.
Please also note:
India: Customers are often charged high customs duties.
Philippines / Indonesia: Additional delivery or customs handling fees may apply, even for personal use items.
1. How does the subscription work, and what are the benefits?
Our subscription delivers your favorite matcha products to your door automatically—either every month or every two months, depending on your preference. You can choose your preferred product(s) and frequency, and we’ll handle the rest.
All subscription orders come with free worldwide shipping, 10% off the regular price, and are fulfilled with freshly ground matcha to ensure the best taste and quality in every cup.
2. What’s included in my subscription orders?
Your first subscription order includes:
- A reusable matcha storage tin
- A bag of matcha (your chosen product)
- A paper chasen (matcha whisk) so you can start right away
From the second shipment onward, you’ll receive just the matcha in a pouch (no tin or whisk). This helps reduce waste while keeping your matcha fresh and consistent each cycle. You’re welcome to refill your tin from the first shipment if you like, or simply use the pouch directly—whichever
suits your style.
3. When will I be charged and when do you ship subscription orders?
You will be charged at the time of your initial purchase, and then automatically on the same day of the month (or every two months, depending on your selected frequency).
We ship all subscription orders from Japan around the same time each cycle, following your billing date. While the actual delivery date may vary slightly depending on the season, the dispatch timing remains consistent.
4. Is there a minimum number of deliveries required for a subscription?
Yes. When you subscribe, you agree to receive a minimum of two deliveries. Even if you cancel your subscription after receiving the first shipment, you will still be charged for the second shipment.
After your second shipment, you are free to cancel your subscription at any time.
5. Can I choose differentmatcha products each delivery?
Yes. You can switch between available matcha types (e.g., Single Origin, Premium Blend, Latte Blend, Hojicha Powder) before each shipment via your account page.
If you don't make any changes, we will automatically send you the same product as your previous shipment.
6. Can I skip or cancel my subscription?
Yes. You can skip a shipment or cancel your subscription anytime from your account page. Changes must be made before your next billing date to take effect for that cycle.
7. Is it better to subscribe or buy in bulk?
We recommend subscribing. Not only is it more convenient, but you’ll receive freshly ground matcha every cycle with free worldwide shipping and a 10% discount. Freshness and consistency are key to the best matcha experience.
8. Can I ship my subscription together with other products?
Yes. If you'd like to combine your subscription shipment with a separate order, please leave a note during checkout. As long as the order aligns with the subscription schedule, we’ll ship them together. Shipping is typically free for these combined shipments.
9. Why does my subscription price vary slightly each time?
For customers outside the US and EU, the final price in your local currency may fluctuate due to exchange rate changes. Our prices are fixed in USD, except for customers in the EU. Your payment provider will convert the amount
at the current rate at the time of each transaction.
1. Can I return matcha or other edible products?
Due to food safety and hygiene regulations, all edible products—such as matcha and hojicha powder—are non-returnable unless otherwise required by local consumer laws (see EU policy).
2. Can I return tea tools or accessories?
Yes. Tea tools such as bowls, whisks, and other accessories may be returned within 7 days of delivery, as long as they are unused, in original packaging, and accompanied by proof of purchase. Return shipping, customs duties, and any applicable handling fees are the customer’s responsibility.
3. Can I cancel my order after placing it?
You may request to cancel your order before it ships by contacting us at contact@zenkyumatcha.com. Once your order has been shipped, we are unable to cancel or refund it unless it meets the return conditions below.
4. Do you offer refunds for delayed or lost packages?
We do our best to ship orders promptly, but delivery timelines may vary by country. Unfortunately, we cannot issue refunds for delays caused by postal or customs authorities. If your package is declared lost by the shipping provider, we will either reship your order or offer a refund.
5. I was charged customs duties or taxes upon delivery—what happens if I refuse to pay?
Customs duties, VAT, and other import fees assessed upon delivery are the responsibility of the customer. If you choose to refuse the shipment due to these charges and the package is returned to us, we are unable to issue a refund. Please check your country’s import regulations before placing an order.6. What if my item is damaged, defective, or incorrect?Please inspect your order upon delivery. If any item is damaged, defective, or incorrect, contact us immediately at contact@zenkyumatcha.com with your order number and a photo. We will assess the issue and make it right.
7. How will I receive my refund?
Once we receive and inspect your return, we’ll notify you of the outcome. If approved, we will issue a refund to your original payment method within 10 business days. Please note that bank processing times may vary. If you haven’t received your refund within 15 business days after approval, please contact us at contact@zenkyumatcha.com.
8. I live in the EU. Can I return my order under the 14-day withdrawal right?
Yes. If you reside in the EU, you are legally entitled to return your order within 14 days of delivery, for any reason. This applies only to unused and unopened items. Return shipping, customs duties, and any fees are the customer's responsibility unless the item is defective.