FAQs
How can I contact Yuki?
You can email us at info@matchayuki.com, where our customer service team will be happy to assist you with any questions or concerns.
Do you ship worldwide?
Yes, we ship worldwide.
Where do you ship from?
We ship directly from Japan, ensuring your Matcha is as fresh as possible.
Can I change or cancel my order?
As we aim to process orders quickly, any changes or cancellations must be requested within 12 hours of ordering. After this period, all requests will be denied. However, once your order is received, it can be returned for a full refund.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX), PayPal, as well as iDEAL and Klarna payments, offering you flexible and secure options at checkout.
When will my order be processed?
All orders are handled and shipped directly from our factory in Japan. Please allow extra time during holidays and sale periods. We process orders from Monday to Friday, and they will be processed within 1-3 business days from the order date, with shipping on the next business day after processing. Please note that we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders typically take between 1-2 week to arrive, depending on your location.
What if I don't receive my order?
If you haven’t received your order within 30 days of shipment, you are eligible for a full refund. Please contact us at info@matchayuki.com.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free. Depending on your country, you may be liable for customs duties and import taxes upon receiving your order. These charges are determined by your local customs office and are your responsibility. Yuki is not responsible for delays or additional charges due to customs. For further details, please contact your local customs office.
How do I return an item?
Please contact us at info@matchayuki.com to arrange a return.
What if the item(s) I received are defective/incorrect/damaged?
If you have received incorrect, missing, or damaged merchandise, please contact us at info@matchayuki.com with your order number, photographs of the item(s), and any other relevant details. We will resolve the issue as quickly as possible.
When will I receive my refund?
Refunds will be credited to your original form of payment. If you paid by credit or debit card, the refund will be processed within 7-10 business days of receipt of the returned item or cancellation request. If you have not received your refund, please contact your bank or credit card company, as it may take some time for the credit to be posted to your account.