This is where we are proudly based. If this is your first time ordering from us, please take just 5 minutes to understand how international shipping works. It is not complicated at all, but it is quite different from ordering something locally!

Once we receive your order, we get to work right away to pack it as carefully and quickly as possible. Usually, we are ready to ship within 1–2 business days, but due to time zone differences and fast-moving inventory, it can occasionally take 3–4 days.

If you want to receive your order as quickly as possible, we highly recommend the DHL Express shipping option. While the rates are not the cheapest, the delivery time is incredibly fast: it takes just 3–4 business days from Japan to your doorstep.

Shipping Process

Getting your tracking number:
As soon as we pack your order and print the shipping label, you will receive an automatic email with your tracking number and a link to follow your package's journey anytime.

If a Commercial Invoice is requested:
Occasionally, DHL might ask you for a Commercial Invoice. Don’t worry, this is a standard routine! Simply forward the Invoice you automatically received from us right after placing your order.

Paying import taxes:
Depending on your country, you might need to pay import taxes or customs fees upon delivery. These fees are not included in your checkout total. DHL will notify you of these fees via email, and you can easily pay them online. We highly recommend paying them quickly to avoid any delivery delays!

Unpaid fees policy: If the import fees are left unpaid, DHL will unfortunately dispose of the package. In such cases, we are unable to issue a refund as the loss of the product is outside of our control.

Further details: HELP CENTER - Taxes & Customs fees

This shipping option is an international postal service handled by Japan Post and your country's national post office. This means that once the package arrives, it will be delivered to your address by your local post office.

Delivery times: 5 to 21 days, depending on your region. To Europe, it usually takes 10–20 days, while Asia is super quick, averaging about 5 days.

Shipping Process:

Getting your tracking number:

Once we ship your order, you will receive your tracking number by email. By clicking the link, you can follow your package's journey on the Japan Post page anytime.

Tracking your parcel in your own country!
Since tracking numbers are international, you can copy it directly into your national post office website! This usually gives you much more detailed and localized information once the package lands in your country.
Examples:
United Kingdom: royalmail.com
Switzerland: post.ch
Hungary: posta.hu
Singapore: singpost.com

If a Commercial Invoice is requested:
In rare cases, your local post office might ask for proof of value. No worries at all! Simply forward the Invoice you automatically received from us right after placing your order.

Paying import taxes:
Depending on your country, you might need to pay import taxes or customs fees upon delivery. These fees are not included in your checkout total. Your national post office will notify you of these fees via email, and you can easily pay them online. We highly recommend paying them quickly to avoid any delivery delays!

Unpaid fees policy: If import fees are left unpaid, your package may be held at customs for weeks or even months before being returned to Japan. Please note that we cannot issue refunds for packages returned due to unpaid customs duties.

Further details: HELP CENTER - Taxes & Customs fees

All communication between you, the couriers, and us happens via email. In case of import duties, notifications will also be sent this way. Therefore, it is extremely important to keep a close eye on your inbox after placing an order.

Please DOUBLE-CHECK your shipping address before checking out.

Incorrect details lead to costly returns and long delays. Since matcha is a delicate, fresh product, we cannot guarantee its premium quality if delivery is delayed due to an address error.

Be sure to check your SPAM and prevent a FULL INBOX!

Shipping costs depend on the weight and size of your package, your chosen delivery method, and your destination country. Our online store automatically calculates the shipping cost for you on the checkout page! Don’t worry, you can check the shipping fee before you click the payment button.

Please keep these two helpful tips in mind!

Since we ship all orders directly from Japan, international shipping costs cannot be compared to domestic postage fees within your own country. Also, depending on where you live, import fees could be added upon delivery.
(Further details under 'Taxes & Customs fees' section.)

Secondly, it is always much more cost-effective to buy several products at once or to choose larger sizes of the teas. This way, you can get more for the same shipping costs!

Don't worry, this is a common question for orders shipped via Japan Post!

Shipped from Japan, your package travels a long distance to reach you. The tracking status will only update again after it arrives and is scanned by customs in your destination country.

So, if your tracking page has been showing "Osaka" for even 1-2 weeks, that is normal—please do not worry!

Packages are generally returned to us in Japan due to one of the following two reasons:

Case 1: Failed Delivery

This happens due to an incorrect shipping address, or because the carrier was unable to reach you. Our experience also shows that in certain countries, local post offices will hold parcels at nearby pickup points rather than delivering them to your door.

Reshipping
We are happy to reship your order if you would like, but a new shipping fee will apply. The process is very simple: we will send you a secure payment link where you can easily settle the reshipping fee.

Or Partial Refund

If you prefer not to have your order reshipped, we can issue a refund for the product amount minus the original shipping fee. However, please note that we can only refund non-food products (such as tea bowls or utensils). Due to expiration dates and strict quality control, we cannot resell returned matcha and tea products to other customers.

Case 2: Unpaid Taxes & Customs Fees

If a customer fails to comply with their duty to pay local import taxes or customs fees, and the package is returned to Japan as a result, no refund can be issued.

While these situations are very rare, please rest assured that we are here to support you every step of the way!

Delays & Lost Packages

For Japan Post (International Postal System):
If a package is delayed for more than one month, please contact us. We will immediately launch an official investigation with Japan Post to locate your parcel. This process is highly effective, and the package is almost always found. In the unlikely event that the package is officially declared lost, we will provide a full refund.

For DHL:
Delays with DHL are extremely rare. When they do occur, it is usually because local customs are waiting for import duties payments or invoices. We highly recommend paying these fees promptly to avoid hold-ups. If you notice any unusual issues with your tracking, please write to us and we will check the status for you.

Regardless of the carrier, if a package is lost due to circumstances outside of the customer's control, we will issue a full refund.

Damaged Products

We do our best to pack every order securely, so it is very rare for an item to arrive damaged. However, because packages travel long distances and pass through multiple transit points, accidents can occasionally happen.

If you receive a damaged product, please:

1. Take a clear photo of the damaged item and its packaging.

2. Send it to us immediately via email at: support@matchamiyako.com

Once we review and confirm the details, we will either issue a refund for the damaged product or, if you prefer, ship a replacement to you free of charge (subject to stock availability).