Shipping & Returns

 

Shipping

Free Standard Shipping in AU

We ship all orders with Australia Post. Free shipping offer is subject to change at any time without prior notice and is valid only for Standard Shipping, offer valid for all orders over $20. All orders are shipped from Melbourne and will be dispatched in the same day if the order is placed before 5PM AEST.

Australia Post Domestic Shipping Timeframes.

Standard - 2-5 working days from dispatch
Express - 1-2 working days from dispatch

 

International Shipping 

Free International Shipping on orders over $120 

Matcha Me ships our Matcha Powder worldwide. Please check the Auspost website for more information on International shipping zones.

Australia Post International Shipping Timeframes.

Australia Post estimates international shipping can be between 5 – 10 business days. Please note that this is a guide only, and does not include any customs processing time upon arrival at the destination.

 

Shipping Costs

Order Value

Freight Service

Fee

$20 and Below Standard Shipping $6
Over $20 Standard Shipping FREE
$100 and Below Express Shipping $15
Over $100 Express Shipping FREE
$120 and Below International Standard - Zone 1 $10
$120 and Below International Standard - Zone 2-4 $16
$120 and Below International Standard - Zone 5-9 $30
Over $120 International Standard - All Zones FREE

 

Returns 

FREE 90 Day Returns

We want you to be completely satisfied with your Matcha Me purchase. If you are unhappy with your purchase, you are welcome to return eligible items to us within 90 days of purchase, provided the product(s) is/are in its/their original saleable condition. Items must not be opened or used in any way, and must be completely resalable.

Which items are not eligible for returns?

Any of our handmade or breakable products are non refundable. This is due to the potential issue of the products breaking during their return freight. We will however, offer a refund if the product is damaged in freight to your premises.

Can I swap an item out of my recent purchase?

We do not allow the swapping of 'change of mind' items, unless you are willing to pay the return freight, and pay the freight for us to send you the new items. Items can only be swapped for items of equal or lesser value, unless you are willing to pay the difference for the more expensive items. Any items purchased using a discount code, will be valued based on the discounted purchase price, and not the retail purchase price. For example, you purchase our Organic House Matcha 80g using a 10% discount code off of it's original $29.95 price, you are only entitled to swap the item for a new item that is valued at $26.95 ($29.95 -10% = $26.95). 

Am I able to return items purchased with a discount code?

We are more than happy to accept returns for items purchased using a discount code.  All discounted items will be credited at the price they were purchased for, less any freight costs associated with the order.

I've accidentally entered the wrong address during checkout!

Entering in the incorrect address is a fairly common problem, so please ensure you are double checking the delivery address when checking out. If we are able to amend the address where possible, we will attempt to do so. If we are unable to amend the delivery address, any fees associated with re-sending the goods must be paid for by the customer. If you are unwilling to pay the fees, we can issue a refund, minus the cost of postage, assuming we have come into position of the items again.

How do I return and/or exchange something?

All purchases can be returned via post, at your own cost. When returning a product, please package the item securely and post to the address below. Ensure that your original order number is written on the package, so that we can find your order in our system and process a credit where it's due. Orders returned to us without prior communication, will not be refunded. When the item has been returned to us, we will arrange for the total price to be credited to your original payment method.

Important Notes: 

  1. Please note that we do not cover return postage costs, nor do we refund any postage paid to us. We will only refund postage if your items are lost in freight or if the items are faulty. 
  2. Please note that any purchases made with gift cards are non refundable. Unless the product is faulty or the goods are lost in freight, then you will be issued a credit to your account.
  3. In the event that your product is faulty or lost in freight, then a refund will be made in its original payment method (or credit to your account, if a gift card was used). 

 

Returns Address

(All returns must be addressed as per below)

Matcha Me Returns
Order Number: #####(Please write your original order number)
9 Leslie Street
Frankston South
Victoria 3199
Australia