There is a general shortage of matcha in Japan currently, so unfortunately we need to limit orders to one can per customer until further notice. We will keep you update when we have more information. Please accept our apologies for the inconvenience.

Our Returns Policy in short

Please contact Chiki Tea before returning any items. We are here to help!


If there's no alternative we can offer you, please return consumable products within 14 days of delivery (exception is the Matcha Club unless a product it defective).
You can return non-consumable products within 30 days of delivery.
The product must be in new condition.
Clearly mark the package 'RETURNED GOODS' or we will not be able to accept it.

If a package is unclaimed you might have to pay a handling fee.

Our Chiki Returns Policy

Customer satisfaction is really important to us. Your order is packed and inspected prior to shipping by real human beings! In the event there is a problem upon receiving your order, please contact us promptly to resolve the issue:

 

Email: returns@chikitea.com

 

 

Returns or exchanges must be authorized by Chiki Tea within 14 days of receiving your purchase (30 days for non-consumables). Original sales receipt (included in your parcel) is required for all returns and exchanges. The merchandise must be in original condition and packaging for a return. Refunds will be made in the original form of payment. ID may be required. Returns with a gift receipt will be refunded in the form of a gift certificate.

 

We reserve the right to limit or deny returns, and to apply a nominal restocking/handling charge on any cancelled order or merchandise returned within 14 calendar days of purchase (30 days for non-consumables).

 

Chiki Tea maintains the following return policy for all of the merchandise on this website. Refunds are issued under the following circumstances:

•               Your package has not arrived after 6 weeks and the address for the order was correctly entered

•               You are not happy with the quality of the product and it has been returned to us (minus shipping)

•               Your package is returned to Chiki Tea Japan as undeliverable when shipped via our “EMS” method

•               Your product is damaged when shipped via our “EMS” method

 

So sorry but we do not issue refunds for buyer’s remorse!

 

Please double-check your address carefully when placing an order, as we do not issue refunds or reship orders where addresses have been incorrectly or insufficiently entered upon ordering.

 

Customers are responsible for any shipping fees when returning item(s). Pending inspection of the returned product, Chiki Tea will issue a credit (minus original shipping and handling) to the original credit card used to purchase the product.

 

All merchandise reduced over 50% off is a final sale and is non-refundable or exchangeable. Your personal information is used strictly for transaction purposes and shipping coordination and is not shared with any third parties.

 

Please send any further inquiries to returns@chikitea.com 

 

Return Instructions:

Please send the parcel as "RETURNED GOODS" to:

Chiki Tea 

Halls of Fulfillment

2-2-3 Imazuru 

Oita City

Oita 870-0938

JAPAN

 

 

International Duties and Taxes:

It is likely that your package will be held for customs inspection in the destination country. Once your package clears customs, you may be subject to duties, taxes, and broker fees. You may be required to settle the charges prior to the package being released to the final destination address. This is country specific and not all countries process these charges for incoming small parcels. Chiki Tea is not responsible for import taxes, duties and related charges.

Please note that we are required to include an invoice in every package shipped outside of Japan. Packages that are returned to Chiki Tea for refusal to pay taxes, duties and fees will not be refunded.

Chiki Tea will replace lost or damaged items when selecting “Express Delivery” in the shipping options. Customers assume the risk of lost or damaged parcels (though very rare) when shipping via other means such as Japan Post or first class. Our Express Delivery option includes tracking and insurance and is highly recommended. You will receive a tracking reference when we process your order using our Express Delivery method.

 

Where’s my stuff?

Occasionally, packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a full refund (including shipping charges) when it was shipped via our “EMS Shipping” method. We are unable to reship orders that are returned to us as “undeliverable”. If you suspect your order was not delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please get in touch with us at returns@chikitea.com ensuring the subject heading is “WHERE’S MY STUFF?!”

 

Please double-check your address carefully when placing an order, as we do not issue refunds or reship orders where addresses have been incorrectly or insufficiently entered.