配送ポリシー

MATCHA MIYAKO

Shipping Policy

Thank you for visiting the Matcha Miyako Online Store. All orders are packed with care and shipped directly from Kyoto, Japan. Please review our international shipping and customs policy below to understand how your package travels and how local taxes are handled.

1. Order Processing Time

Once your order is placed, our team carefully prepares and packs your items. Standard processing takes 2 to 4 business days before shipment. While we always aim to ship within 1–2 business days, slight variations can occur due to international time zone differences and rapid shifts in our fresh inventory.

2. Shipping Methods

We offer two distinct shipping methods to meet your preferences. You can view the exact shipping fees automatically calculated on the checkout page before making a payment.

Please note that there are certain countries we cannot ship to due to technical constraints.

DHL Express

·        Delivery Time: 3 to 4 business days from Japan to your doorstep.

·        Tracking: As soon as your shipping label is printed, you will receive an automated tracking link by email.

·        Commercial Invoice: Should the courier ask for a proof of value, please forward the invoice you received from us right after checkout.

 

Japan Post (International Postal System)

This option is handled by Japan Post and hands over to your country's national postal service (e.g., Royal Mail in the UK, Swiss Post in Switzerland, Magyar Posta in Hungary, or Singapore Post in Singapore) for final doorstep delivery.

·        Delivery Time: 5 to 21 days depending on your destination (averaging 10–20 days to Europe and roughly 5 days to Asian regions).

·        Tracking: You will receive an international tracking number by email. For localized, more detailed tracking once the package enters your country, we recommend pasting this number directly into your national post office website.

·        Commercial Invoice: Should your national postal service ask for a proof of value, please forward the invoice you received from us right after checkout.

 

3. Delivery & Address Accuracy

To guarantee a successful delivery and preserve the premium quality of our fresh, delicate matcha products, please note the following conditions:

·        Address Verification: Please double-check your complete delivery address at checkout. We are unable to update shipping details or redirect packages once they have left our facility.

·        Order Cancellations: As long as an order has not been packed or dispatched yet, you can request a cancellation. In this case, a full refund will be issued.

·        Communication: Since couriers communicate arrival dates and tax notifications digitally, please keep a close eye on your email inbox (and spam folder) after placing an order.

·        Failed Deliveries & Returns: If a package is returned to us in Japan due to an address error or missed delivery attempts, it can gladly be reshipped. However, a new reshipping fee will apply. If you prefer to cancel the order instead, we can provide a partial refund for non-food items only (utensils, bowls). Due to strict quality controls, fresh tea products cannot be resold.

4. Taxes & Customs Fees

Because your package is shipped directly from Japan, depending on your country, you might need to pay import taxes or customs fees upon delivery. These charges are not included in your checkout total.

 

Payment Process: The payment process is typically very simple. After your package leaves Japan, DHL or your national post office will notify you about any due fees via email or SMS. In most countries, you can easily pay these fees online through a secure, official link provided by the carrier. We highly recommend settling these payments promptly to ensure a smooth and fast delivery.

Unpaid Fees Policy: We maintain a strict policy regarding unpaid customs duties. If import fees are left unpaid and the package cannot be delivered, we are unable to issue a refund for your order.

Tax Details by Country:
Please find the details for our main shipping regions below. If you cannot find your country here, we kindly ask you to check your local customs guidelines before placing an order. Unfortunately, we are unable to outline specific import regulations for every country. Knowing these rules is the customer's responsibility.

If you order from the USA:

Please note that import duties and taxes may apply once your package arrives in the United States. These fees are charged by U.S. customs authorities and are the responsibility of the customer. The exact amount and payment process vary, so we recommend checking with the official U.S. Customs and Border Protection (CBP) or consulting your local authorities for detailed information.

Important Note if you use the Shop App:
For purchases made through the Shop app, local state sales taxes may be automatically added during checkout depending on your state. These amounts are fully visible before payment. Please be aware that these state sales taxes are completely independent of federal import duties. Any applicable import duties will be assessed later by US Customs and must be paid upon delivery.

If you order from Australia:

Orders below $1,000 AUD are generally regarded as 'low-value imports' by Australian customs. However, customs duties or regulations may apply to goods imported from overseas by consumers in Australia. For more information, please visit the official Australian customs website.

If you order from Canada:

Orders above $20 CAD require that you pay the applicable duties and the GST. For more information, please visit the official Canadian customs website.

If you order from the European Union:

From July 1, 2021, import VAT must be paid for all goods entering the EU, regardless of their value.

From July 1, 2026, the European Union is eliminating the customs duty-free threshold (de minimis) for low-value shipments. 
Until now, packages valued under €150 shipped into the EU were exempt from customs duties (but not from VAT). From July 1, every shipment — regardless of value — will be subject to a flat duty of €3 per line item on the customs declaration.

5. Delays, Lost, or Damaged Packages

If your package experiences any issues during transit, please note our guidelines below:

·        Japan Post: If your package is delayed for more than one month, please contact us. We will initiate an official investigation with Japan Post to locate your parcel. In the unlikely event that the package is officially declared lost by the carrier, a full refund will be issued.

·        DHL Express: Delays are highly unusual and are typically caused by pending customs clearance or unpaid import duties. We advise settling these fees promptly. If you notice any tracking anomalies, contact us and we will check the status for you.

If a package is officially confirmed as lost due to circumstances completely outside of the customer's control, we will issue a full refund.

Damaged Products

We pack every order with maximum care, but accidents can occasionally happen during international transit. If any of your items arrive damaged, please follow these steps:

1.  Take clear photos of the damaged product and its packaging.

2.  Email the photos immediately to our support team at: support@matchamiyako.com

Once we review and confirm the details, we will issue a refund for the damaged item or ship a replacement free of charge, subject to stock availability.