Política de envío
At Mio Matcha, we are committed to ensuring all orders are shipped quickly and securely. The following terms explain how we handle shipments and what customers can expect throughout the process.
Shipping Frequency
Orders are processed and shipped on business days (Monday to Friday), excluding public holidays.
Once the order is confirmed and shipped, the customer will receive a shipping confirmation email with a tracking number (when available), allowing real-time monitoring of the delivery status.
Delivery Times
We currently ship from Lisbon, Portugal.
Estimated delivery times:
- Portugal and Spain: 24 or 48 business hours
- European Union: 2–6 business days
- United Kingdom: 5–10 business days
- Rest of Europe / Other countries: 7–15 business days
These delivery times are estimates and may vary due to external factors such as high-demand periods, customs procedures, strikes, or carrier restrictions. Mio Matcha cannot guarantee exact delivery dates.
Shipping Costs
Shipping costs are calculated at checkout based on:
- The destination
- The total weight/volume of the order
- The shipping method selected
From time to time, we may offer free shipping promotions or reduced rates for certain regions or order values. Any such offers will be clearly indicated at the time of purchase.
All shipping fees are shown before you confirm and pay for your order.
Shipping Delays
While we strive to meet the estimated delivery times, we cannot be held responsible for delays caused by:
- The carrier or postal service
- Adverse weather conditions
- Strikes or operational disruptions
- Customs inspections or other external factors beyond our control
If your order is delayed, we recommend that you:
- Check the shipment status using the tracking number provided.
- Contact the carrier for updated information, if applicable.
- If the issue persists, contact Mio Matcha customer support at hello@mio-matcha.com so we can assist you.
Damaged or Lost Orders
If your order arrives damaged, please:
- Contact us within 48 hours of delivery at hello@mio-matcha.com.
- Include clear photos of the outer package, shipping label, and damaged items.
After reviewing the case, we will inform you whether we can offer a replacement, refund, or store credit, in line with our Refund & Return Policy.
If an order appears to be lost in transit, we will open an inquiry with the carrier. Resolutions (replacement or refund) will depend on the carrier’s investigation and confirmation of loss.
Incorrect Address or Delivery Issues
Please ensure that the shipping address provided at checkout is complete and correct.
- Mio Matcha is not responsible for orders that cannot be delivered due to incorrect or incomplete addresses supplied by the customer.
- If the parcel is returned to us due to an incorrect address or failure to collect the parcel from a pick-up point, we can:
- Re-ship the order (additional shipping fees may apply), or
- Issue a refund for the products only (shipping fees are non-refundable), according to our Refund & Return Policy.
Restrictions and Responsibility
Our responsibility for the order ends once the parcel is handed over to the carrier. From that moment:
- Any damage, delay, or loss caused by the carrier is subject to the carrier’s terms and investigation process.
- We will, however, make every reasonable effort to assist you in resolving any issues with the shipment.
Some destinations may have import restrictions on tea or food products. It is the customer’s responsibility to ensure that matcha and related products can be legally imported into their country. Any customs duties, taxes, or additional import fees are the responsibility of the customer.