Frequently Asked Questions
PAYMENT
1. What payment methods can I use?
In our webshop you can pay with your credit card. We accept Visa, Mastercard and American Express. You can also pay with Google Pay, Apple Pay and PayPal.
As all products are shipped from Japan, so you cannot order with cash on delivery. Thank you for your understanding.
2. Is the payment method secure?
Your payment will be processed under the safest conditions. We do not receive or store your credit card details, and all credit card payments are handled by Stripe (US), which operates in compliance with extremely strict security standards.
The same applies to the other payment instruments mentioned in point 1.
SHIPPING
1. About shipping options & delivery days
We ship all packages by airmail from Japan, and you can choose from two services. Both are reliable and come with a tracking number that you can use to track them.
One option is Japan Post’s international small package service. This service offers lower price rates, but has a slightly longer delivery time. Depends on region it takes from 5 to 21 days to get it. Once the packages arrive at the destination countries, they are delivered by the local post offices.
The other option is DHL express, which is superfast (approx. 3-4 business days) but is significantly more expensive. We advise you to choose this service in case your order is in a hurry, or you are ordering multiple items!
Depending on the country, customs offices may request the order's invoice. In this case, you will be contacted directly by your local Post Office or the DHL.
Note: Unfortunately, there are countries where we cannot ship. We are very sorry for that.
2. How soon can you ship orders?
We ship the packages within 2-4 working days from receiving the order!
3. Please double-check the shipping address!
Before finalizing your order, please be sure to check if the shipping address is correct and then proceed with your payment.
We will not be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically processes orders, and addresses will be printed as provided.
4. How can I track my package?
Both Japan Post and DHL packages have a tracking number, so their status can be checked at any time. We notify our customers about the tracking numbers by email.
(It may take some time for the tracking number of the package to appear in the system after the packages are posted.)
5. Is my package still in Osaka?!
This can happen in case of Japan Post.
All packages will be shipped from Kyoto, then transported by the Japanese Post to their outward office of exchange in Osaka, from where they will be air-mailed. The packages travel a long way, and tracking details are only updated when they are scanned in the destination country.
That is the reason why the latest tracking information may be displayed still as 'Osaka'! This is perfectly normal, no need to worry!
6. How much does the shipping cost?
The shipping costs depend on the weight and size of your package, your chosen method of delivery as well as the destination country of delivery. Our online store automatically calculates these costs immediately after you put the product(s) in the cart!
However, please always remember two things!
First, we ship all products from Japan, so shipping costs can never be compared with domestic postage fees within your country. Plus, depending on your country therefore you may have to pay customs fees or taxes later. (For further details go to FAQ, TAXES & CUSTOMS)
Second, it is cheaper if you buy several products at once or to choose a larger size of matcha, because this way you can get more for the same shipping costs!
7. Delay, Damage, Lost - Our Refund Policy
Delays:
In the case of Japan Post, if a package is delayed for more than one month (which is very rare), we can request an official investigation into the parcel's whereabouts. This investigation is extremely effective; usually, the package is always found.
Delays with DHL almost never happen, but if more than one week has passed since the parcel's dispatch, please write to us and we will check the status.
Damaged product:
We do our best to pack every order securely, so it is very rare for a product to arrive damaged. That said, since the packages travel long distances and are handled at several transit points, accidents can sometimes happen.
If you receive a damaged product, please take a photo and send it to us immediately by email: support@matchamiyako.com
Once we confirm the damage, we will issue the refund as follows:
For orders shipped via Japan Post, we can process refunds up to a maximum of 6,000 yen.
For orders shipped via DHL, we can refund 30 USD per kilogram (kg).
Lost Package:
All our packages are trackable, and to date, we have never had an instance of a parcel being permanently lost. However, should a package go missing, we will provide a full refund for the order, excluding shipping costs.
Please note that the refund takes approximately 10-20 business days to reach your bank account.
TAXES & CUSTOMS
1. Do I have to pay tax and customs when I receive the package?
Since our products are shipped from Japan, the country of destination may require you to pay taxes and customs. These costs must always be paid completely by the buyer.
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. In the case of goods with a value exceeding 150 euros, customs duties must be paid in addition to the import VAT. The customs value on which Customs Duty is calculated is the cost of the goods plus transport (including postage), any insurance and any handling charges to deliver the goods to the EU.The applicable duty rate depends on the type of the imported goods.
If you are looking for the most cost-effective option, it might be worth choosing the Japan Post delivery method instead of DHL express delivery.
If you order from the USA:
Due to recent changes in U.S. tax and customs regulations, there was a period when no shipping options were available from Japan, even through DHL. In fact, the Japan Post still continues to suspend shipping to USA, but the DHL has resumed deliveries, so shipping from Japan to the U.S. is once again possible.
Please note, however, 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.
If the customer fails to complete customs procedures or payment, we unfortunately cannot take responsibility.
We hope that despite these hurdles, we can continue to assist you with your matcha needs in the future.
Thank you very much for your understanding and continued support!
If you order from Australia:
Orders below $1000 AUD are regarded as 'low value imports' by Australian customs. As of 01 July 2018, customs duties may apply to any goods imported from overseas by consumers in Australia. For more information please visit the Australian customs website.
If you order from Canada:
Orders above $20 CAN require that you pay the applicable duties and the GST. For more information please visit the Canadian customs website.