FAQs

How can I contact MatchaLabsKyoto?
You can reach us anytime at MatchaLabsKyoto@gmail.com. Our customer service team will be happy to assist you with anything you need!

Do you ship worldwide?
Not yet — currently, we ship to North America only (United States & Canada). We’re actively working on expanding worldwide shipping in the near future.

Where do you ship from?
All orders ship directly from our fulfillment centers in Asia to ensure safe and timely delivery.

Can I change or cancel my order?
Because we process orders quickly, requests for changes or cancellations must be made within 6 hours of placing your order. After that window, we are unable to make changes. Once received, your order can still be returned for a full refund under our return policy.

What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express)

When will my order be processed?
Orders are processed Monday through Friday. Please allow 1–3 business days for processing. Once shipped, you’ll receive tracking details. Please note that holidays and sale seasons may extend processing times.

How long will it take to receive my order?
Delivery typically takes 2–4 weeks, depending on your location.

What if I don’t receive my order?
If your order has not arrived within 30 days after shipping, you’re eligible for a full refund.

Will I be charged customs or taxes?
Our prices are displayed in USD and do not include taxes or duties. Depending on your country’s laws, you may be responsible for import taxes or customs fees upon delivery. These charges are determined by your local customs office and are the responsibility of the customer. MatchaLabsKyoto is not responsible for delays caused by customs.

What if the item I received is defective, incorrect, or damaged?
If you received merchandise that is defective, incorrect, or damaged, please contact us right away. Include your order number, photos of the product, and any relevant details. We’ll work quickly to resolve the issue.

When will I receive my refund?
Refunds are issued to your original payment method. For credit/debit cards, the refund is typically processed within 7–10 business days after your return is received or your cancellation is approved. Please note your card-issuing bank may take additional time to post the credit to your account.