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Shipping policy
Shipping Information
At Best at Matcha, we want to get your premium Japanese matcha to you as quickly and safely as possible. Here's everything you need to know about our shipping process.
Delivery Locations
We currently deliver to UK addresses only. If you are interested in international orders please contact us at hello@bestatmatcha.com
Shipping Costs
UK Delivery
Free standard UK delivery on all orders over £40.
Orders under £40: standard delivery charge of £3.95.
Shipping Method
We ship via Royal Mail Tracked 48 (standard, 2–3 business days) and Royal Mail Tracked 24 (express, 1–2 business days). Express delivery pricing will be displayed at checkout.
Processing Times
Orders are processed within 1–2 business days. Orders placed before 2pm on a business day are typically processed the same day.
Please note: Processing times may be slightly longer during peak periods such as holidays or promotional events. We'll always keep you informed if there are any delays.
Delivery Times
UK Delivery
- Standard delivery: 2-5 business days from dispatch
- Tracking: Full tracking provided
- Carrier: Royal Mail, DPD, or Evri
Business Days
Business days are Monday to Friday, excluding UK and destination country bank holidays.
Customs, Duties & Taxes
UK Orders
No customs charges or import duties apply.
Tracking Your Order
Order Confirmation
As soon as you place your order, you'll receive an order confirmation email with your order details.
Dispatch Notification
Once your order has been dispatched, you'll receive a dispatch confirmation email containing:
- Your tracking number
- A link to track your parcel
- Estimated delivery date
Track Your Parcel
You can track your order at any time using the tracking link provided in your dispatch email, or by visiting your account on our website.
Delivery Process
Signature Required?
UK Deliveries: Most deliveries do not require a signature and can be left in a safe place if you're not home. However, for high-value orders, the courier may require a signature.
What if I'm not home?
- Safe place: The courier may leave your parcel in a safe location (porch, with a neighbour, etc.)
- Collection card: If they cannot leave it safely, they'll leave a card with instructions for collection or re-delivery
- Collection point: You may be able to collect your parcel from a local depot
Delivery Address
Accuracy is Important
Please ensure your delivery address is complete and accurate, including:
- Full name
- House/apartment number and street
- Town/city
- County/state/province
- Correct postcode/ZIP code
- Country
- Phone number
We are not responsible for orders delivered to an incorrect address provided by you.
Can I change my delivery address?
If you need to change your delivery address, please contact us at sales@bestatmatcha.com as soon as possible.
Please be mindful that if you’ve had a bit of a brain fog moment and put the wrong address in, it is highly unlikely we will be able to divert your order as we aim to pack your items quickly. In this instance you will need to speak to Royal Mail to see if they can help.
Multiple Delivery Addresses
If you'd like to send items to multiple addresses, you'll need to place separate orders for each delivery address.
Missing or Delayed Orders
My order is late. What should I do?
If your order hasn't arrived within the expected timeframe:
- Check your tracking information to see the latest update
- Check safe places around your property
- Check with your local post office or customs
- Contact us at sales@bestatmatcha.com if you still can't locate your order
We'll investigate and work with the courier to resolve the issue as quickly as possible.
What if my order is lost?
In the rare event that your order is lost in transit, please contact us immediately. We'll:
- Investigate with the courier
- Send you a replacement or issue a full refund
- Ensure you're not left out of pocket
Damaged Parcels
If your parcel arrives damaged:
- Take photos of the damaged packaging and any affected products
- Contact us within 7 days at sales@bestatmatcha.com with:
- Your order number
- Photos of the damage
- A brief description
We'll arrange a replacement or full refund at no cost to you.
Subscription Deliveries
If you have an active subscription:
- Your orders will be dispatched automatically according to your chosen frequency (every 2, 4, or 8 weeks)
- You'll receive dispatch and tracking notifications for each delivery
- You can update your delivery address at any time through your account
- International subscriptions: Available! Shipping costs will be charged with each delivery
To pause, skip, or manage your subscription, log into your account or contact us at sales@bestatmatcha.com.
Packaging
We take pride in our packaging:
Sustainability
- We use recyclable and eco-friendly packaging materials wherever possible
- Our shipping boxes are made from recycled cardboard
- We minimise plastic use
Freshness
- All matcha is sealed in airtight, light-blocking packaging to preserve freshness
- Products are carefully packed to prevent damage during long-distance transit
Presentation
- Our packaging reflects the premium quality of our matcha
- Perfect for gifting! (Add gift wrapping at checkout for an extra special touch)
Delivery Issues
Refused or Returned Deliveries
If you refuse delivery or the parcel is returned to us due to:
- Incorrect address provided by you
- Failed delivery attempts and no collection
- Refusal of the parcel
- Non-payment of customs duties
You may be charged for:
- Return shipping costs
- Re-delivery fees
- Any customs/admin fees incurred
Please ensure someone is available to receive your order or that you've provided accurate delivery instructions.
Contact Us
If you have any questions about shipping or need assistance with your delivery, we're here to help:
Email: sales@bestatmatcha.com
Phone: +44 7990 595491 (UK-based, international calls welcome)
Address: Best at Matcha, Red Brick House, Back Lane, Brattleby, Lincoln, LN1 2SQ, UK
We aim to respond to all enquiries within 2 business days.
Order Status Updates
Want to check on your order? You can:
- Log into your account on our website to view order status
- Check your email for dispatch and tracking notifications
- Use your tracking number to monitor your parcel's journey
- Contact us at sales@bestatmatcha.com with your order number
Bank Holidays & Peak Periods
Please note that during UK bank holidays, destination country holidays, and peak periods (Christmas, Black Friday, etc.):
- Processing times may be slightly longer
- Courier delivery times may be extended
- Customs processing may take longer
- We'll always communicate any expected delays
We recommend ordering in advance during these periods to ensure timely delivery.
PO Box Addresses
UK: We can deliver to PO Boxes, though delivery times may be longer
If possible, please provide a physical street address for faster delivery.
Business Addresses
We're happy to deliver to business addresses ! Please ensure:
- The business name is included in the delivery address
- Someone is available to receive the parcel during business hours
- You provide any necessary access codes or delivery instructions
- A contact phone number is included (required for international deliveries)
Thank you for choosing Best at Matcha. We look forward to delivering your premium Japanese matcha across the UK.