shipping & returns

last updated: 16 october 2026

We want your matcha to reach you fresh and safe, and if something isn't quite right, we want to make it easy to sort out. Here's everything you need to know, written as simply as we could. Any questions? Just email us at [email protected]. We're always happy to help.

where we ship

Right now we ship to the Netherlands, Belgium and Germany. We hope to welcome more countries soon!

costs & timing

You'll see the shipping costs at checkout, before you pay, so there are no surprises. The price depends on where you live and the shipping option you pick.

Most orders arrive within 1 to 5 business days.

tracking

As soon as your order is on its way, you'll get an email from us. Whenever tracking is available, you'll find the link right there.

Waiting longer than expected? Let us know at [email protected] and we'll look into it together.

your right to return

Changed your mind? No problem. You have 14 days to cancel your purchase, without having to tell us why. Those 14 days start the day after you (or someone you chose, other than the carrier) receive your order. If your order arrives in parts, they start after the last part arrives.

While you decide, please treat the products the way you would in a shop: have a good look, but no more than that. If a product loses value because it was handled more than needed, we may deduct that from your refund.

Of course, none of this affects your rights if a product is damaged, faulty or not what we promised.

sealed matcha

Our matcha comes in a sealed tin, so it reaches you as fresh as possible. Because matcha is food, we can't take back a tin once its seal is broken, for health and hygiene reasons. So, good to know: if you break the seal of a tin after delivery, you can no longer cancel the purchase of that tin.

Tins that are still sealed can simply be returned. Opening the shipping box is totally fine and doesn't affect your right to return.

how to return

Letting us know is easy. You can choose what works best for you:

Please add your order number, so we can find your order right away. We'll send you an email to confirm we've received your request.

Then:

  • Send the products back within 14 days after letting us know.
  • Pack them with a little care and send them to: Sumi Matcha, Zandstraat 31, 6432 LD Hoensbroek, The Netherlands.
  • If you're returning because you changed your mind, the return shipping is on you.

refunds

We'll refund you within 14 days after you tell us you're cancelling. We may wait until the products are back with us, or until you send us proof that you've shipped them, whichever comes first.

Your money goes back to the payment method you used, without any extra fees. If you return your whole order, we also refund the standard shipping cost you paid. If you picked a faster or more expensive delivery option, we refund the standard amount. If you return only part of your order, the shipping cost usually isn't refunded.

quality concerns

Your matcha should arrive just as fresh and lovely as we describe it. If something seems off with the freshness, packaging or quality, please let us know, even if the tin is already open. We'll take a look and find a good solution with you, in line with your consumer rights.

Not loving the taste doesn't automatically mean a product is faulty, but we'd still love to hear from you. Taste is personal, and we're always happy to share some tips.

damaged or wrong order

Oh no! If your order arrives damaged, something is missing or we sent the wrong thing, please email us at [email protected] with your order number and, if you can, a photo.

We'll make it right as quickly as we can. If a product needs to come back because it's faulty or wrong, we cover the return shipping.