Frequently asked questions

• Pending payment: We have not received your payment and the order is not being processed.
• Waiting: Waiting to receive the bank transfer
• Processing: We have received your payment and we are preparing your order. We will notify you as soon as you leave our facilities.
• Completed: The order has been sent and is on its way to its destination.
• Canceled: The order has been canceled and not completed.
• Refunded: Your money will be refunded using the same payment method you used.
• Failed: There was a problem with the payment of your order and we were unable to process your order.

In My Account, access the orders section to see your order history.

Yes, access your profile in the orders section and modify the shipping information. If you have problems contact us as soon as possible.

Enter your account in the orders section to access the status of your order.
Once we have prepared your order and leaves our facilities, we will send you an email to notify you that your package has been sent. In the email we will give you a link where you can track the package and see the shipping status of your order.

We want you to have your matcha as soon as possible so we will do everything in our power so that your orders arrive in 1 – 7 working days *.
Purchases made after 2:00 p.m. will be managed the next business day.
* Conditions applicable to EU.

Shipping costs are £ 3.50 for packages within EU. Shipping is free for all orders over £ 35 within EU.

We work with companies specializing in shipments such as DHL or UPS. All shipments have a tracking number so you can locate the status of your package at all times.

In case you are not at home at the time the package arrives and the courier cannot leave the package to someone else or in a safe place, the courier will leave a warning letter for you to contact the courier office and agree another time of delivery.
The courier will come twice to your shipping address to deliver the package. If no one can receive the package at the address provided, please indicate your work address or that of a friend or relative.
If you have not received any note and do not receive your package, please contact us by entering your email and order number at [email protected]

If the package could not be delivered within 2 weeks, it will be returned to our offices. If we receive your returned package it may be for the following reasons:
– The address is incorrect.
– No one has been able to pick up the package during the 2 week period at the collection point.
– The package has been rejected by the customer.

Click here and and enter your email. We will send you a link to your email so you can recover it.

In My Account you will find all the information regarding your profile within Matcha & CO as orders, subscriptions, downloads, payment methods or shipping addresses. You can edit your data or change your preferences.

Yes! All purchases you make on our website are 100% safe. All your data is protected and encrypted by Stripe or PayPal, Matcha & CO does not store your credit / debit card data.

The main payment methods are credit / debit cards, PayPal and bank transfer. All our payment methods are safe. Credit / debit cards are managed securely by Stripe and are encrypted with the SSL (Secure Socket Layer) security system.