At Ginzo, we take pride in providing the highest quality matcha. If you are not completely satisfied with your purchase, we accept returns under the following conditions:

• Returns are only accepted for unused and unopened products.
• Requests for returns must be made within 7 days from the delivery date.
• Customers are responsible for return shipping costs, unless the product was damaged or incorrect upon arrival.
• Refunds will be processed once the returned item is received and inspected.

To initiate a return, please contact our support team at ginzomatcha@hotmail.com with your order details.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and resolve the issue.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We offer free shipping for orders over €30 within the United States.

We do not ship to P.O. boxes, APO/FO addresses, or certain remote locations. If you are unsure whether we can deliver to your location, please contact us before placing your order.

Orders shipped outside the United States are subject to taxes and duties that are the responsibility of the customer receiving the package.

Order Processing Times:

Our team processes orders M-F, except on holidays. Orders are processed generally within 1-3 business days of receipt, from our warehouse. During high volume order periods, orders may take an additional 1–3 days to process.

Order Tracking:
Once your order is shipped, you will receive a tracking number via email. You can track your order through the carrier's website.

Shipping Restrictions:
We do not ship to P.O. boxes, APO/FO addresses, or certain remote locations. If you are unsure whether we can deliver to your location, please contact us before placing your order.

If you need to cancel your order, please email ginzomatcha@hotmail.com with your cancellation request as soon as possible and our team will do their best to accommodate your request. If you have already received an order confirmation email, we are unable to cancel your order and you can request a return or exchange once your order arrives.

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Click on the tracking number link or enter the tracking number into our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 12 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back after 2 business days.

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.

Include a photo of the item received and the name of the missing item(s) and we'd be happy to get this resolved for you.

At Ginzo, we take pride in providing the highest quality matcha. If you are not completely satisfied with your purchase, we accept returns under the following conditions:

• Returns are only accepted for unused and unopened products.
• Requests for returns must be made within 7 days from the delivery date.
• Customers are responsible for return shipping costs, unless the product was damaged or incorrect upon arrival.
• Refunds will be processed once the returned item is received and inspected.

To initiate a return, please contact our support team at ginzomatcha@hotmail.com with your order details.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

If no one was home at the time of delivery, the carrier will leave the package in a safe location. Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please email our team and we'd be happy to take a further look into this.

We’re sorry your order was damaged during transit. Please email our team with an image of your damaged item for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can.

Unfortunately due to the high volume of orders, we are unable to offer express shipping at this time.