退款政策
Shipping & Orders
1. Where do you ship to?
Right now, we ship within the United Kingdom and selected EU countries — with more locations coming soon. If you’re based elsewhere and would love to order, drop us a note at hello@marlosmatcha.co. We’re happy to help arrange delivery if shipping costs and duties are covered.
United Kingdom
- Free shipping on orders over £40
- Standard Shipping (£3.50): Royal Mail 48 (orders under £40)
- Express Shipping (£4.50): Royal Mail 24 (orders under £40)
European Union
- International Tracked (£10): Royal Mail
- Free shipping on orders over £90
Shipping fees vary by country and are calculated at checkout
Please note: For EU customers, customs duties or VAT may apply upon delivery. These charges are not included in your order and are the responsibility of the recipient.
2. What is your shipping policy?
Ordering processing times:
- We process orders Monday to Friday (excl. holidays). Orders are generally processed within 1 to 3 business days from our warehouse. During high-volume periods, please allow an additional 1 to 3 days.
- Order tracking: Once your order ships, you’ll receive a tracking number by email to follow your delivery on the carrier’s site.
3. How long will shipping take?
For UK addresses, delivery typically takes 2–5 business days after dispatch, depending on location and carrier. Including processing time, please allow approximately 3–8 business days from the time your order is placed.
For EU addresses, delivery typically takes 3–7 business days after dispatch. Please note that delivery times may be slightly longer during peak periods or for remote areas.
Changes, Cancellations & Issues
- What is your cancellation policy? If you need to cancel, email hello@marlosmatcha.co as soon as possible. If your order has already been confirmed/processed, we’re unable to cancel.
- Can I edit or add anything to my order? Once an order is placed, we’re unable to change items. If you need to update your shipping address or contact details, email us immediately after ordering and we’ll do our best to help before it ships.
- My order was marked “delivered” but it’s not here.
- Check safe places around your property and with neighbours/building management.
- Double-check your shipping address in the confirmation email.
- Occasionally, carriers scan early and the parcel arrives later the same day or within 24 hours.
If you still can’t locate it, email hello@marlosmatcha.co and we’ll investigate. Faulty or damaged items We’re really sorry! Please email hello@marlosmatcha.co within 7 days of receiving your order, including clear photos and a short description of the issue.
Damages and issues (general)
Please inspect your order on arrival and contact us immediately if an item is defective, damaged, or incorrect so we can evaluate and resolve it quickly.
Subscription
1. By joining a subscription, you authorize Marlo’s Matcha to charge your chosen payment method automatically at the time of each renewal.
- Charges occur on the schedule you select.
- Prices for subscriptions may change, but we will notify you in advance.
- If a payment fails, you will be notified and your renewal may retry automatically.
2. Cancellations apply to future orders only. Orders already processed or shipped cannot be canceled or refunded.
3. Subscription orders are shipped on the same schedule as regular orders:
- UK Orders: Shipped via Royal Mail
4. Failed Deliveries or Address Issues
- If your address changes, please update your customer portal before your next renewal. We cannot replace or refund subscription shipments delivered to old or incorrect addresses if they were not updated before billing.
5. Due to the nature of food products:
- We cannot accept returns on matcha once it has shipped Refunds are only offered for damaged or incorrect orders.
- If you experience any issues, please contact us at support@marlosmatcha.com within 7 days of receiving your order.
