Shipping policy

Thank you for visiting and shopping at Satori Matcha. The following terms and conditions constitute our Shipping Policy.

1. Domestic Shipping (UK)

Shipment Processing Time

All orders are processed within 1–2 business days (excluding weekends and UK bank holidays).

Please Note: If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout. We offer tiered shipping options via Royal Mail:

Shipping Method	Estimated Delivery Time	Cost
Standard Delivery	2–5 business days	£3.95 (Free on orders over £40)
Express Delivery	1–2 business days	£5.50

Next-day dispatch for Express Delivery applies to orders placed before 1pm GMT, Monday through Friday.

2. International Shipping

We ship to select international destinations, including Europe, North America, and Australia.

International Standard: 7–14 business days (rates calculated at checkout).
International Express: 3–7 business days (rates calculated at checkout).

Customs, Duties, and Taxes

Satori Matcha is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). This includes shipments traveling from the UK to the European Union (EU) post-Brexit.

3. Order Tracking & Delivery Confirmation

You will receive a Shipment Confirmation email once your order has shipped, containing your tracking number(s). The tracking number will become active within 24 hours.

P.O. Boxes or BFPO Addresses

We ship to standard residential and business addresses. If you require shipping to a British Forces Post Office (BFPO) or P.O. Box, please select Standard Shipping at checkout, as express couriers may not deliver to these locations.

4. Damaged, Lost, or Missing Packages

Because matcha is a delicate, perishable product, we take great care in our packaging. However, if your order arrives damaged or if a package goes missing:

Damaged Items: Please inspect your order upon reception. If your matcha aluminum pouch or accessory is damaged, contact us at sales@satorimatcha.uk within 48 hours of delivery with your order number and clear photos of the damaged item and packaging. We will arrange a replacement immediately.
Missing Packages: If your tracking information states your package was delivered but you have not received it, please check with neighbors or your local delivery office before contacting us.

5. Returns & Cancellations (Perishable Goods Notice)

In accordance with the UK Consumer Contracts Regulations 2013, perishable and consumable goods are exempt from standard return policies.

Matcha Powder: To maintain strict food safety standards, we cannot accept returns or offer refunds on our matcha powder once it has left our facility, even if the bag remains unopened.
Tea Accessories: Unused tea tools, whisks (chasen), and bowls (chawan) in their original packaging can be returned within 14 days of receipt. Return shipping costs for accessories are the responsibility of the customer.