User Guide

Orders are processed and dispatched within 2–5 business days after your purchase is confirmed. You will receive a confirmation email with tracking information once your order has been dispatched. Orders are not shipped or delivered on weekends or public holidays.

During periods of high demand or in the rare event that an item is temporarily out of stock at our Netherlands location, processing may take slightly longer. We will contact you if there is a significant delay.

We accept the following payment methods:
Shop Pay
PayPal
Apple Pay
Google Pay
All payments are processed securely through trusted payment providers.

Enjoy complimentary standard shipping when your order subtotal reaches the threshold for your country. The threshold is based on your cart subtotal, including any gift box add-on.

Netherlands
Orders over €50

Belgium; Germany
Orders over €75

France, Luxembourg & Austria
Orders over €100

Czechia, Poland, Spain & Italy
Orders over €125

Ireland, Croatia, Slovenia, Slovakia, Romania & Hungary
Orders over €150

Other EU countries — Orders over €180
Portugal, Greece, Bulgaria, Denmark, Sweden, Estonia, Lithuania, Latvia, Finland

If your order does not reach the free shipping threshold, standard shipping fees apply based on your destination and package weight.

Netherlands:
0–5 kg: €6.95


Belgium, Germany:
0–2 kg: €10.50 | 2–5 kg: €11.50

France, Luxembourg, Austria:
0–2 kg: €12.50 | 2–5 kg: €15.00

Czechia, Poland:
0–2 kg: €15.90 | 2–5 kg: €18.00

Spain, Italy*:
0–2 kg: €16.90& | 2–5 kg: €19.00

Ireland, Croatia, Slovenia, Slovakia, Romania, Hungary:
0–2 kg: €18.90 | 2–5 kg: €21.00

Portugal, Greece, Bulgaria, Denmark* & Sweden*:
0–2 kg: €22.85 | 2–5 kg: €26.50

Estonia, Lithuania, Latvia, Finland*:
0–2 kg: €26.85 | 2–5 kg: €29.50

*Italy and Finland: home delivery only. Pickup point (ServicePoint) delivery is not available.

*Denmark and Sweden: delivery to DHL ServicePoint (pickup point) only. Home delivery is not available.

Order processing: Orders are dispatched within 2–5 business days after your purchase is confirmed. You will receive a shipping confirmation email with tracking information once your order leaves our Rotterdam workshop.

Delivery estimates (after dispatch):

Netherlands: 1–3 business days
Other EU countries: 3–8 business days

Please note that delivery times may vary during peak seasons, public holidays, or due to carrier delays beyond our control.

A premium Wasui gift box can be added to any order for an additional €5 at checkout. The gift box amount is included in your cart subtotal and counts toward the free shipping threshold.

We currently ship within the European Union as standard. If you are located outside the EU (e.g. UK, Switzerland, Norway, Canada, USA, Asia-Pacific, Middle East) and wish to place an order, we warmly welcome you to contact us via shop@wasui-japan.com.

Our team will do our best to arrange a suitable shipping method for you and inform you of the applicable shipping fees and any other charges that may apply.

As your order is shipped within the European Union, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason, in accordance with EU consumer protection law (Directive 2011/83/EU).


To exercise this right, the item must be in the same condition that you received it: unused, undamaged, and in its original undamaged packaging. You will also need the receipt or proof of purchase.

If a returned product is received in a condition that shows use, damage, or missing components, we may reduce your refund proportionally to reflect the reduction in the product's value, in accordance with Dutch law.

Matcha products:
Within the 14-day cooling-off period, you may return any unopened matcha packages for a refund.

Any matcha package that has been opened cannot be returned or refunded. Under EU consumer law and Dutch law, food products — including sealed food products opened after delivery — are excluded from the right of withdrawal for hygiene and perishability reasons.

Once your order ships, you will receive a tracking number by email. Please allow up to 24 hours for tracking information to update after dispatch.

We prepare every parcel with care. If yours arrives damaged, or if anything is not quite right with your order, please contact us via shop@wasui-japan.com and we will do our best to make it right. Our team typically responds within 1–2 business days.

If your tracking shows delivered but the parcel hasn't reached you, we recommend checking with the carrier first — parcels are sometimes held at a nearby service point. Please then let us know, and we will help you follow up.

Matcha is a delicate product and should be handled with care to preserve its quality.
Store in a cool, dry place away from direct sunlight
Keep tightly sealed after opening
Consume as soon as possible after opening
When refrigerating, avoid condensation

If you have any questions regarding our products or your order, please feel free to contact us via shop@wasui-japan.com. Our team will get back to you as soon as possible.