• All international shipments are fulfilled at a fixed rate of JPY 3,500 to 4,500 depending on the region.
• Free shipping is made for purchases for over JPY 22,000.
• We are using DHL or Japan Post (JP) to ensure all orders can be fulfilled in a timely manner. Please do contact us at info@dmatcha.com if you have any inquiries regarding this matter.
• The rates have been calculated to ensure a fair and even amount pricing for our customers, regardless of their location.
• If the shipping fee to your address is above 4,500 yen, we will contact you seperately for additional shipping fee.

• We only accept returns within 30 days of the shipping date for products that have been unused or unopened, and within reason.
• Shipping cost is not included or covered.

Refund for Undeliverable Packages

In the event that an order is returned to us due to reasons beyond our responsibility, we will issue a partial refund once the product has been returned in unused and undamaged condition. If the returned item is found to be damaged upon arrival, the cost of the damage will be deducted from the refund amount.

Possible reasons for return include, but are not limited to:

1. Inability of the customer to complete customs clearance.
2. Incorrect, incomplete, or inaccurate shipping address provided.
3. Failure by the customer to respond to communication attempts (email, phone, or messages) from the shipping carrier.
4. No recipient available at the delivery address at the time of delivery.
5. Refusal by the customer or recipient to accept the package. 
6. Exceeded holding period at the local post office or courier pickup point.
7. Customer’s failure to pay any required import duties or taxes.

Please note: Shipping fees are non-refundable, and any additional return shipping or handling costs incurred will also be deducted from the total purchase.

• Please be aware that you might be entitled of tax and custom when purchasing products from abroad to your country.
• In such cases, VAT (inc. Tax and custome) will be covered buy the recipient.

• We take great care in packaging our pottery to ensure it arrives safely. However, once the item has been shipped, we cannot control the conditions during transit. As such, we are not liable for any damage that may occur during shipping.
• Each incident will be handled on a case by case basis and the final decision is up to the discretion of our d:matcha staff.

• Most forms of payments are accepted, including PayPal.

All information collected on our website is used only in order to provide products or services you've requested from us, and to improve our merchandise and services.

When you register, we may request for information such as your name, email address, birth date, gender, and zip code. We automatically receives and records information on our server logs from your browser, including your IP address, and the page you request. They are used only for business transactions of us and are highly confidential.

We do not rent, sell, or share your personal information, except to provide products or services you have requested or if we have sought your permission.

In the event of special circumstances, we believe it is necessary to share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of our terms of use, or as otherwise required by law.