Terms and Conditions

 

By placing an order on our website, you agree to the following terms:

  1. Sales and Orders

    • All sales are final. Due to the nature of the matcha products, we do not offer returns and refunds for orders that have already been shipped.

    • If you notice an error in your order after placing it, please contact us immediately by email - customersupport@thematchasommelier.co.uk We aim to respond within 48hours (excluding weekend)

    • Orders can only be cancelled within 1 hour of placing them. After this period, or once a shipping confirmation has been sent, we are unable to cancel or modify orders.

     

  2. Shipping Policy

    • We currently ship only to the UK.

    • Shipping options:

      • Royal Mail Standard: £3.55

      • Royal Mail Express: £4.45

       

    • Free shipping is offered on orders over £85.

    • Estimated transit times provided at checkout do not include processing time, weekends, or holidays.

     

  3. Damaged Items

    • If any item in your order is damaged during transit, contact customersupport@thematchasommelier.co.uk immediately with photos if items arrive damaged. Keep all packaging and contents. Replacements will be issued after the carrier accepts the claim.

     

  4. Responsibility

    • While we provide estimated shipping costs and transit times at checkout, these are not guaranteed and may vary based on special occasions and delivery location.

     

Refund Policy

  • All sales are final.

  • Due to the nature of our products, we do not accept returns.

  • No refunds are offered for shipped orders.

  • Errors in order placement must be reported immediately to customersupport@thematchasommelier.co.uk; do not place a new order.

  • Orders can be cancelled within 1 hour of placement; after this period, or once a shipping confirmation is sent, cancellations or modifications are not possible.