Contact Us

Many frequently asked questions are answered below. If you have any other questions, need a little guidance, or just want to say hi, we're here for you.

Whatsapp us:

+34 622 136 343

Call us:

+34 931 702 161


Frequently Asked Questions

Where can I view my order history?

Within 'My Account', go to the 'Orders' section to see your order history.

What is the status of my order?

Pending payment: We haven't received your payment, and the order isn't being processed.
Awaiting: Waiting for the bank transfer.
Processing: We've received your payment and are preparing your order. We'll notify you once it leaves our facility.
Awaiting: We're processing your order. We'll email you once it's dispatched.
Completed: The order has been shipped and is en route.
Cancelled: The order was cancelled and not completed.
Refunded: Your money will be returned using the same payment method you used.
Failed: There was an issue with your payment, and we couldn't process your order.

How can I track my shipment?

Log into your account and go to the 'Orders' section to check your order status. Once we've prepared your order and it leaves our facility, we'll send an email notification with a link to track your package.

How will my package be shipped?

We work with specialist shipping companies like Correos, Correos Express, and DHL. All shipments have a tracking number to locate your package's status at any time.

How much is the shipping cost?

Shipping costs are £3.50 for packages within the country. Shipping is free for orders over £35. (Except Islands)

How long will my order take to arrive?

We aim to get your matcha to you as quickly as possible, so we'll do everything we can to ensure your orders arrive within 24h/48h on working days*. Orders placed after 1:00 pm will be processed the next working day. *Applicable conditions for the mainland, delivery times for the Balearic and Canary Islands may vary.

Can I change my shipping details after placing the order?

Yes, email us as soon as possible with your order number and the new delivery address.

What happens if my order is returned?

If the package couldn't be delivered within two weeks, it will be returned to our offices. If we receive your returned package, it could be due to the following reasons:

  • The address is incorrect.
  • Nobody could collect the package during the 2-week period at the collection point.
  • The package was rejected by the customer.
What happens if I'm not home when my package arrives?

If you're not home when the package arrives and the courier can't leave it with someone else or in a safe place, they'll leave a notification card. The courier will attempt delivery twice. If no one can receive the package at the provided address, please provide us with a work address or a friend or family member's address. If you haven't received a notification and your package hasn't arrived, contact us with your email and order number at our support email.

What is 'My Account' and what can I do?

In 'My Account', you'll find all information related to your profile within Matcha & CO, like orders, subscriptions, downloads, payment methods, or shipping addresses. You can edit your details or change your preferences.

I've forgotten my password

Click on 'recover your password', and we'll send a link to your email to reset it.

What is your cancellation policy for subscriptions?
Are there any Subscription's signup cost?

No, there's no fee to sign up. You only pay for the products you're subscribed to.

Can I see the status of my subscription?

Of course! Access 'Subscriptions' to see the status of your subscription/s.
Active: You'll receive your matcha monthly.
Cancelled: Your monthly subscription is cancelled, and you won't receive it again.
Pending cancellation: You'll receive your final subscription box next month. Once received, your subscription will be terminated.

What are subscriptions?

When you subscribe to a Matcha & CO product, you'll receive a package with your favourite matcha every month. The first order will arrive within 48h/72h on working days, and subsequently, you'll receive your matcha monthly.

What are the payment methods?

The primary payment methods are credit/debit cards, PayPal, and bank transfer. All our payment methods are secure. Credit/debit cards are securely managed by Stripe and are encrypted with the SSL (Secure Socket Layer) security system.

Is it safe to use my credit card?

Yes! All purchases made on our website are 100% secure. All your details are protected and encrypted by Stripe. Matcha & CO never stores your credit/debit card details.