Frequently Asked Questions
Find answers to common questions about matcha, shipping, returns, and product care at Matcha Biyori. Everything you need to enjoy our tea and curated goods.
Ordering
How do I place an order?
You can place an order directly on our website. Browse our products, add items to your cart, and proceed to checkout.
Can I modify or cancel my order after placing it?
Orders can only be modified or canceled within 24 hours of purchase. Contact our customer support team immediately for assistance.
Do I need an account to order?
No, you can check out as a guest. However, creating an account allows you to track orders, save your information for faster checkout, and receive exclusive offers.
Payment
What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express), and Shopify Payments. Other local payment options may also be available depending on your location.
Is my payment information secure?
Yes, our store is powered by Shopify, which uses SSL encryption to ensure your data is safe and secure.
Delivery
Where do you ship to?
We ship exclusively within the European Union. For detailed shipping costs, please refer to our shipping table.
How much does shipping cost?
Within Germany, shipping is free for orders over 29€ up to 2kg. For shipments within the EU, please consult our shipping table for costs based on weight and destination.
How long will it take to receive my order?
Orders are typically processed within 2-3 business days. Delivery times vary by location, but most European destinations will receive their orders within 5-10 business days.
Do you offer free shipping?
We offer free shipping on orders over a specific amount. Check our homepage or shipping policy for the latest threshold.
Returns
Can I return my order?
Yes, EU customers can return items within 14 days of receiving them.
Just use our return portal 👉mypage.matchabiyori.com.
Can I return Matcha or a Chasen?
Only if unopened and unused. Once opened, Matcha and Chasen cannot be returned for hygiene and food safety reasons.
What about Vintage or Curated products?
These can be returned only if they are unused and in the same condition as delivered.
Please remember they are unique, often pre-owned items that may show signs of age.
Can I return a Matcha Set?
Yes, if it is unused, unopened, and complete.
How should I pack my return?
Please pack items carefully and, if possible, in their original packaging.
We cannot accept returns that arrive broken or heavily damaged due to poor packaging.
Who pays for return shipping?
The customer covers the return shipping costs, unless we sent the wrong item or the product is faulty.
My Account
How do I create an account?
Click on the "Account" icon at the top right corner of our website and follow the instructions to sign up.
I forgot my password. What should I do?
Our platform do not require a password to log in. Instead, you can log in using a secure link sent to your email. If you’re having trouble accessing your account, click on the "Forgot Password" link, and follow the prompts to receive a login email.
Can I view my order history?
Yes, log in to your account to view your order history and track current orders.
Newsletter
How can I subscribe to your newsletter?
Scroll to the bottom of our website and enter your email address in the newsletter subscription box.
What will I receive in the newsletter?
Subscribers receive updates on new products, exclusive discounts, and educational content about matcha and tea ceremonies.
How can I unsubscribe from the newsletter?
Simply click the "Unsubscribe" link at the bottom of any newsletter email, and we’ll take care of it for you—no hassle!
Do you offer any perks for subscribing?
Yes, new subscribers often receive a discount code for their first purchase. Stay tuned for additional perks and promotions.
Matcha
Where does your matcha come from?
Our matcha is sourced directly from Japan, ensuring premium quality and authenticity. We maintain close relationships with tea manufacturers and farmers to bring you the finest matcha while supporting sustainable and ethical practices.
How should I store my matcha?
Store matcha in an airtight container in a cool, dark place to preserve its freshness. Refrigeration is recommended after opening.
Can I use matcha for recipes?
Absolutely! We offer different kinds of Matcha for various purposes — from high-quality tea for traditional preparation to Matcha suited for lattes, desserts, and cooking. Each product description will guide you to the best choice.
Additional Questions?
If you have any other questions, don’t hesitate to contact us through our Contact Us page or email us at support@biyorimatcha.com.