Shipping & Refund Policy
1. Shipping for matcha and matcha equipment
Koyocha.com ships within Germany and to certain international countries via DHL.
Shipping costs: 4,99 EUR
Free shipping from: 49 EUR
Austria, Belgium, Denmark, France, Netherlands, Poland, United Kingdom.
Shipping costs: 7,99 EUR
Free shipping from: 89 EUR
Czech Republic, Estonia, Finland, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxemburg, Malta, Norway, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland.
Shipping costs: 12,99 EUR
Free shipping from: 119 EUR
Whilst we try and ensure that all shipping prices which appear on this Website are accurate, errors may occur or charges might be higher in remote areas of the delivery network. If we discover an error in the price which you have paid we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
Orders may require a signature to acknowledge delivery. The signature of the person accepting delivery at the delivery address will be proof that delivery has been received by you or the person, to whom the order is addressed. If no one is available to accept the delivery you will receive a card to advise that a delivery has been attempted.
All orders are processed in 1-2 business days, not including weekends. After that, standard delivery time within Germany is 3-5 business days and 5-7 business days for international orders. Please keep in mind that during busy periods and holidays these times may vary.
The customer is responsible for any and all customs charges due on delivery of product.
We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers to the local carrier in your country or air and ground transportation strikes or delays, nor are we responsible for any extra fees, customs or back end charges once the package has exited Germany.
3. Returns for matcha and matcha equipment
1. You have the legal right to cancel your order within 14 days of your order.
2. If you wish to cancel using this right, you need to inform us in writing within 14 days starting the day we send your order. You must take reasonable care of the goods and immediately return them to us in the normal way. We will not consider that you have taken reasonable care of the goods if they have been used in a way, or to an extent, beyond what would be reasonable when examining the goods in a shop before purchase.
3. In order for the items to be refunded or exchanged the goods must be received in an unused condition, and in original packaging Only one return/refund can be made per purchase. If you accept an exchange, this cannot later be refunded.
4. The goods are your responsibility until they reach us. You will be liable to pay the cost of returning unwanted goods back to us. For your protection we recommend you use a postal service that insures you for the value of the goods you are returning.
Our returns address (for matcha and matcha equipment) is:
Headoffice & Warehouse
What to do in a case of transport damage:
° Contact firstname.lastname@example.org
° Send as many photos of the package as possible as well as content from all pages to email@example.com
° Description of how you received the package (visible external damage and also the internal damage)
° DO NOT dispose of the packaging or its contents, maybe it’s necessary to check the packaging for damage.
° Koyocha is not responsible for international shipments lost in transit.
You have the right to cancel the contract within fourteen days without stating the reason(s) why.
This cancellation time limit is 14 days:
In the event of a sales contract, beginning with the day on which you or a third party designated by you, who is not the carrier, will take possession or has taken possession of the goods.
In the event of a contract for the regularly scheduled delivery of goods during the course of a specified time period, beginning with the day on which you or a third party designated by you, who is not the carrier, will take possession or has taken possession of the first goods.
To exercise a right of cancellation, you must inform us (firstname.lastname@example.org) by means of a clearly stated declaration of your decision to cancel this contract (for example, an email or a letter sent by surface mail).
To comply with the cancellation time limit, it is sufficient if you send the notification regarding the exercise of your cancellation right before the cancellation time limit has expired.
Consequences of the cancellation
If you cancel this contract, we must pay back all payments that we have received from you, promptly and at the latest within 14 days from the day on which we received the notification that you are canceling this contract. We use the same payment method for this repayment as the one that you used in the original transaction; in no case will you be charged for expenses arising from this repayment. We may refuse repayment until we have received the goods or until you have provided documented verification that you have returned the goods, whichever takes place first.
You must return or transfer possession of the goods promptly - in any event no later than within 14 days from the day on which you informed us of the cancellation of this contract to Headoffice & Warehouse, Vitalisstraße 180, 50827 Köln, Germany.
The time limit is granted when you send back the goods before the time limit of 14 days has passed.
You only need to pay for any loss in the value of the goods when this loss of value is attributable to handling of the goods that is not necessary to check the condition, properties, and proper operation of the goods.
5. Payment information
We accept MasterCard, Visa, American Express and PayPal.
6. Shipping information for Koyocha Wear and Accessoires
Shipping Worldwide. The return address and other return information are included in the package.
Those products are made especially for you as soon as you place an order.
Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions!
Because of this the shipping for Koyocha Wear and Accessoires can take around 14 day. Thank you for your patience.