FAQ

PAYMENT QUESTIONS...

• How are your payments processed?
  All of our payments are processed through PayPal, which securely manages every transaction. We do not have access to any payment details, as PayPal solely handles them.
• What payments do you accept?
  We accept direct payments from a PayPal account, as well as credit and debit card payments through major providers like Visa, MasterCard, Discover, and American Express.
• What currencies do you accept?
  Currently, we only accept Japanese Yen (JPY).
• Can I pay for an order if I do not have a Paypal account?
  Typically, PayPal offers the option to pay with a credit or debit card even without creating an account.
• My credit card is rejected at Paypal's payment page, or there is no option at all to pay by credit card. Why?
  

  There can be various reasons for such issues, which are beyond our control. Please contact PayPal's customer support to resolve any payment difficulties promptly.

ORDERING QUESTIONS...

• Can I cancel an order and get a full refund after I have placed it?
  If your order has not yet been shipped, a full refund is possible. Given our practice of shipping orders typically on the same day, it is imperative to notify us immediately if you wish to cancel.
• Can I add or change items on my order after I have placed it?
  In the case where you want to add items onto an order we ask you to place another order for those items and then email us to let us know you want the orders combined and shipped as one parcel. We can then refund any additional shipping costs that you may have paid. In the case where you want to change items on an order we will fully refunded the original order and ask you to place a completely new order.

SECURITY QUESTIONS...

• Do you use a secure HTTP connection to process orders?
  Yes, all our orders are processed with a secure HTTPS connection, ensuring encryption of your account details.
• Are my personal details safe with you e.g address, email address and telephone number?
  Your personal information will always remain confidential and will not be shared, sold, or lent to any company or entity.

SHIPPING QUESTIONS...

• How long will my order take to process and deliver?
  Your order will typically be processed and shipped within 24-48 hours from the time it is placed. Following shipment, delivery time ranges from approximately 2 to 21 days, dependent upon the shipping method selected. It is important to note that during holiday seasons, delivery may experience delays.
• Where do you ship to?
  Our products are shipped globally to destinations including the United States, United Kingdom, Europe, Canada, Australia, alongside numerous other countries.
• Can you ship my parcel to an address in Japan?
  Currently, we do not offer shipping services within Japan, which includes shipping to any Japanese addresses.

ACCOUNT QUESTIONS...

• I've forgotten my password, how do I recover it?
  Visit the Forgotten Password Page, input your account email address, and submit the form. An email with a new password will be automatically sent to you. If unsuccessful, please reach out to us.
• How do I change my account password?
  Log in to your account, navigate to "My Account," and select "Change your password" to update it as desired.

TEA QUESTIONS...

• What does first harvest mean?
  First harvest refers to the initial round of harvesting fresh tea leaves, typically occurring between April and May in Japan. This period is crucial as the green tea harvested is considered superior in taste, aroma, and nutritional content, often resulting in a higher price compared to later harvests.
• How fresh are your teas?
  Our teas are exceptionally fresh, as we receive them directly from Japanese farms on an on-demand basis, ensuring optimal quality and freshness. We maintain limited stock to ensure quick turnover and freshness.
• What part of Japan are your organic green teas from?
  Our organic green teas are sourced from various regions across Japan, directly from certified organic farms that handle the entire process from cultivation to packaging.
• How much green tea do you recommend purchasing at one time?
  That is entirely up to you, but we advise purchasing just enough to last a few months to maintain the tea’s freshness and quality.
• How quickly do you recommend I use my tea after opening the packet?
  To preserve freshness and quality, consume your tea as soon as possible after opening. If unable to use it within a month, store it sealed and away from heat, humidity, and strong odors.
• Are your organic green teas certified organic?
  Yes, all our organic teas carry JAS certification from the Ministry of Agriculture, Forestry and Fisheries (MAFF) in Japan. Some are additionally certified with USDA, MOA, or IFOAM, as indicated on their packaging.
• Do all your matcha tins and tea packets have the expiry date written on?
  Indeed, every matcha tin and tea packet clearly displays an expiry date, affixed at the farmer's factory to ensure quality assurance.
• Are your organic teas limited?
  Our organic teas are often limited in supply due to the small-scale production by organic growers. We strive to maintain consistent availability, though some teas may sell out before the next harvest begins.

OTHER QUESTIONS...

• Do you wholesale?
  We currently do not have any items for wholesale.
• Do you have a points system?
  No, we prefer offering our customers the lowest possible prices on our green teas upfront, rather than relying on marketing strategies like points systems.
• Do you offer gift certificates?
  No, we do not offer gift certificates at this time.

ANY FURTHER QUESTIONS...

If you have any further questions, please contact us and we will be happy to assist you.