Shipping & Refund Policy

Shipping Policy

Shipping Area

We currently ship within the Netherlands only.
Shipping to other EU countries is not available at this time and is planned for future expansion.

Shipping Carrier

All orders are shipped via PostNL.

Processing Time

Orders are typically processed and shipped within 1–2 business days after payment is received.
Please note that we do not ship on weekends or public holidays.

Delivery Time

Netherlands: 1–2 business days
Delivery times may vary depending on PostNL’s workload and external factors.

Shipping Cost

Shipping within the Netherlands is a flat rate of €6.

Tracking

Depending on the order, shipments may include Track & Trace.
If tracking is available, a tracking link will be sent to you via email once your order has been dispatched.

Delivery Issues

If your package is delayed, lost, or arrives damaged, please contact us first.
We will work with PostNL to investigate and resolve the issue as quickly as possible.

Pickup Points

Shipping to pickup points is currently not supported.
Please do not manually enter the address of a pickup location, as these orders cannot be delivered and may be lost.
Miyabi Matcha cannot be held responsible for parcels lost due to incorrect or non-residential addresses.

Always provide a valid home or business address for delivery.

Incorrect Address

If the delivery address provided contains an error, additional shipping fees for resending the package will be the responsibility of the customer.
Please ensure all address details are correct at checkout.

Contact

For any questions regarding shipping, please contact us at:
info@miyabimatcha.nl

Return and Refund Policy

Overview

At Miyabi Matcha, we take great care to ensure the quality and freshness of our products.
Because matcha powder is a perishable food item, we are unable to accept returns or offer refunds once the product has been opened, used, or the packaging seal has been broken.

However, if your order arrives damaged, incorrect, or defective, please contact us within 7 days of delivery and we will gladly assist you with a replacement or refund.

Non-returnable Items

Due to safety and hygiene regulations, the following items cannot be returned or refunded:

Perishable food products (including matcha powder)
Opened or unsealed items
Items not in their original condition
Gift cards

If you have concerns about your product, please reach out to us before returning anything.

Eligibility for Returns (Defective or incorrect items only)

A return or replacement may be accepted only if:

The item arrived damaged, defective, or incorrect
The item is unused, unopened, and still in its original packaging
You contact us within 7 days of receiving your order
You provide a receipt or proof of purchase

Please do not send your product back without contacting us first.

Refunds

Once your returned item is received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved, a refund will be issued to your original method of payment.
Please allow several business days for processing.

Late or Missing Refunds

If you have not received your refund:

Check your bank account again.
Contact your credit card company—processing times may vary.
Contact your bank—some institutions require additional time.

If you have completed these steps and still have not received your refund, please contact us at info@miyabimatcha.nl.

Sale Items

Sale or discounted items are not eligible for refunds unless they arrive damaged or defective.

Exchanges

We only replace items if they arrive damaged or defective.
If you need an exchange for the same product, please email us at info@miyabimatcha.nl before sending any items back.

Shipping Returns

If a return is authorized, please send your item to:

Miyabi Matcha
Van Baerlestraat 45hs, 1071 AP Amsterdam
The Netherlands

Customers are responsible for return shipping costs.
Shipping costs are non-refundable.
If a refund is issued, any return shipping fees may be deducted from the refund amount.

For high-value items, we recommend using a tracked shipping service or purchasing shipping insurance.
We cannot guarantee receipt of returned items.

Need Help?

For questions about returns or refunds, please contact us at:
✉️ info@miyabimatcha.nl