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). For subscriptions, the 14 days begin when you receive your first delivery.
We ask that items are returned in the same condition that you received them. Please include your order number.
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, sealed food products opened after delivery are excluded from the right of withdrawal for hygiene reasons.
To cancel within the 14-day cooling-off period:
- Go to our Returns & Cancellations page.
- Fill in the short cancellation form with your name, order number, and email address.
- Submit the form. You'll receive an automatic email confirming that we've received your cancellation, including the date and time it was submitted.
Next steps:
You will receive an email from us within 7 business days with the next steps.
If you have products to return, that email will include the return address and instructions. Please send the products back within 14 days of notifying us of your withdrawal. Return shipping is at your own cost, and parcels must be fully prepaid; parcels with charges payable on delivery cannot be accepted.
Refunds are issued within 14 days of your cancellation and include the original standard shipping cost when the full order is cancelled. Where products are to be returned, the refund may be held until they are received or proof of shipment is provided.
