Shipping & Return Policy

1. Shipping

We carefully pack and ship every order fresh in small batches, with matcha love, and ship twice a week.

 

Processing & Delivery Time

  • Netherlands: 5–7 business days
  • Zone 1 – Nearby EU (Belgium, Germany, France, Spain, Italy, Denmark, Sweden, Austria): 6–10 business days (remote areas may take longer)
  • Zone 2 – Other EU countries (Portugal, Poland, Hungary, Croatia, Finland, Greece, Estonia, Latvia, Lithuania, Czech Republic, Slovakia, Slovenia, Bulgaria, Romania, Switzerland, United Kingdom): 6–10 business days (remote areas up to 10 days)
  • Outside EU: currently not available

Most orders are processed within 1–3 business days after payment. We’ll always keep you updated via email.

 

Shipping Costs

  • Netherlands: Free shipping on all orders
  • Zone 1 – Nearby EU:
  • €4.95 flat rate (partially covered by us)
  • Free shipping on orders over €50
  • Zone 2 – Other EU countries:
  • €6.95 flat rate (partially covered by us)
  • Free shipping on orders over €65
  • Outside EU: Not available

 

Carriers
We work with reliable carriers such as PostNL, DHL, or DPD, depending on your location.

 

Order Tracking
Once your order has shipped, you will receive a tracking link via email to follow your delivery.

 

Note:
We aim to meet our stated delivery times, but NŪNA Matcha is not liable for delays caused by carriers, customs processes, strikes, extreme weather, or other circumstances beyond our reasonable control.

Fast & Friendly Support

Free delivery in NL & BE.

Pay Confidently, Always

Money-back

guarantee

2. Returns

We want you to love your NŪNA moment. If you’re not fully satisfied with your order, we’re here to help.

 

Return Period

  • You have the right to return your order within 14 days of receiving it (your legal EU right of withdrawal).

 

Return Conditions

  • Products must be unopened, unused, and in their original packaging
  • Opened food products cannot be returned due to hygiene and safety reasons (Article 6:230p BW & EU Directive 2011/83/EU)

 

How to Return

  1. Email us at hello@nunamatcha.com within 14 days of receiving your order
  2. We’ll send you return instructions
  3. Send the product back to us (at your own cost)
  4. Once we’ve received and inspected your return, your refund will be issued within 14 days

 

Return Shipping Costs
Return costs are the customer’s responsibility unless the item arrived damaged or incorrect.

3. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with:

  • Your order number
  • Photos of the item and packaging

We will arrange a replacement or full refund, including shipping costs.

4. Legal Cooling-Off Period (EU Customers)

As an EU consumer, you have the legal right to cancel your order within 14 days of receipt without giving a reason.
Exceptions:

  • Opened or unsealed food products
  • Items likely to spoil quickly

Refunds are issued within 14 days after we receive your returned item or proof of shipment.

5. Questions?

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