Delivery policy
Delivery: prices, times and tracking
What delivery costs where you live, when your parcel arrives and how to return a product to us.
Matcha Matcha is a brand of SKEYL.
Preparation and tracking
We prepare orders Monday to Friday. A paid order is dispatched within 24 working hours: if you order on Friday evening, it leaves on Monday.
Every parcel ships with a tracking number, sent by email on the day it leaves. You can also track your order from your account.
A product marked as out of stock on its page does not follow this timeframe: we write to you with its dispatch date.
Cut-off time for same-day dispatch : 2 pm
Prices and delivery times by country
Prices incl. VAT for individual customers. "Free from" gives the order amount from which delivery becomes free; the delivery time starts from dispatch.
| Country | Delivery | Free from | Time after dispatch |
|---|---|---|---|
| France (including Corsica), Monaco | €3.90 under €20 or for an order of accessories only | €20, which is one pouch of matcha | About 48 hours |
| Germany, Belgium, Luxembourg, Netherlands | €5.90 | €79 | 3 to 4 days |
| Spain, Italy | €6.90 | €79 | 3 to 4 days |
| Austria, Denmark, Finland, Ireland, Poland, Portugal, Sweden | €7.90 | €99 | 3 to 4 days |
| Bulgaria, Croatia, Estonia, Greece, Hungary, Latvia, Lithuania, Romania, Slovakia, Slovenia, Switzerland, Czech Republic | €9.90 | €99 | 3 to 4 days |
| Cyprus, Malta, Norway | €10.90 | €129 | 3 to 4 days |
| French overseas territories: Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, Saint Barthélemy, Saint Martin, Saint Pierre and Miquelon, New Caledonia, French Polynesia, Wallis and Futuna | €14.90 | €129 | Longer, depending on the carrier and customs |
| Morocco | €12.90 | No free delivery | 3 to 4 days |
Swipe the table to see every column.
Delivery times are indicative. The exact delivery cost appears in your basket, before payment.
Carriers
Our team chooses the carrier based on the destination and the weight of the parcel. We deliver to the address you give; we do not deliver to pickup points for now.
A parcel that could not be delivered comes back to us: write to us and we will send it again. If the address given was wrong or incomplete, resending is at your expense.
Duties and taxes
For Switzerland, Norway, Morocco and the French overseas territories, the carrier may ask for import duties or taxes on delivery. They are paid by the recipient. In the other European Union countries, no customs duty is charged.
Is your parcel damaged or not arriving?
We take it from there: we open an investigation with the carrier, then send your order again or refund you.
Damaged, opened or incomplete parcel: note reservations with the carrier, photograph the parcel and the product, then write to us within 48 hours with your order number.
Parcel not arriving: write to us with your order number as soon as the stated delivery time has passed.
Transport risks remain with us until the parcel is handed over. The details are in our terms and conditions of sale.
Returns
Changing your mind: 14 days
You have 14 days after receipt to withdraw from your purchase, without giving a reason: a sealed pouch of matcha or a new accessory.
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Write to us
With your order number: we give you the return address and the steps to follow.
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Send the product back
Sealed pouch or new accessory, in its original packaging, by post. You pay the return costs.
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You are refunded
No later than 14 days after your request, to the payment method used for the order.
An opened pouch cannot be taken back, for hygiene reasons. A damaged or wrong product is not a return: it is up to us to replace it, at our cost.
Professionals
Ordering for your business?
Cafés, restaurants, delis: your delivery costs and terms appear in your trade area, with your prices.
Within 72 hoursDispatch of trade orders from the current catalogue.
3 to 4 weeksFor a matcha under your own brand (white label).
Your basket is waiting
Back to basketOur team replies
A question about your delivery?
A member of our team replies within 24 hours, Monday to Friday. Keep your order number to hand.