Delivery and returns
What delivery costs, how long it takes, and how to send something back.
Free delivery
above a threshold
Fast dispatch
weekdays by 15:00
Right to withdraw
14 days
Secure payment
SSL & PCI DSS
How delivery works
Orders placed before 15:00 on a working day go out the same day. Delivery time counts from dispatch, and parcels are sent from Poland. The exact price and the free-delivery threshold for your country are shown in your basket and at checkout, before you pay.
| Delivery method | Cost | Free from | Delivery time |
|---|---|---|---|
| DHL Paket | €3.99 | from €50.00 | 3–5 working days |
Returns
As a consumer you have 14 days from receiving the goods to withdraw from the purchase, without giving a reason. Write to us and we will handle your withdrawal directly.
Return conditions:
- Withdrawal period: 14 days from the day you received the goods
- Refund: without delay, and no later than 14 days after your withdrawal reaches us, by the method you paid with
- We may hold the refund until the goods, or proof you have sent them, reach us
- You may examine the goods as you would in a shop; beyond that you may be liable for any loss in value
- Sealed food that has been opened is excluded from withdrawal on hygiene grounds — accessories such as chasen, chashaku and ceramics are not
How to return something:
1
Tell us
Email a clear statement of withdrawal with your order number.
2
Pack it up
Pack the goods safely and include your order details. The original packaging is not required, but it helps.
3
Send within 14 days
Post the parcel no later than 14 days after your statement. Keep the proof of postage.
4
Refund
We refund without delay, at most 14 days after your statement reaches us, to your original payment method.
Return address:
Global Trade Group sp. z o.o.
Al. Jerozolimskie 133/2
02-304 Warszawa
Please write to info@zoimatcha.com before sending anything back.
Complaints
If the goods do not conform to the contract, you can make a complaint. We consider complaints without undue delay — a response is given within 14 calendar days of the day the complaint is received. Failure to respond within that period means that the complaint is recognised as justified (in accordance with Article 7a of the Polish Consumer Rights Act of 30 May 2014).
How to make a complaint:
- Email: info@zoimatcha.com — please provide the order number, a description of the lack of conformity and photos (if applicable).
- By phone: +48 516 126 213, Monday to Friday, 9:00–17:00 (Polish time).
- In writing: Global Trade Group sp. z o.o., Al. Jerozolimskie 133/2, 02-304 Warszawa.
The consumer has the right to demand repair or replacement of the goods and, in the cases provided for by law, a price reduction or termination of the contract. We consider complaints in accordance with the Polish Consumer Rights Act of 30 May 2014.
Consumer rights (Poland)
- An online purchase comes with the statutory right to withdraw from the contract within 14 days of receiving the goods.
- A complaint about a lack of conformity of the goods with the contract can be made independently of the right of withdrawal and, as a rule, for 2 years from delivery of the goods.
- When making a complaint, the consumer may demand repair or replacement and, in the cases provided for by law, also a price reduction or termination of the contract.
- We accept returns of tea in sealed packaging under the general rules; opened food packaging is covered by the statutory exclusion. This restriction does not apply to accessories (chasen, chashaku, ceramics).
Legal basis: the Polish Consumer Rights Act (including Articles 27–38 and Article 43a et seq.) and the current guidelines of UOKiK (the Polish Office of Competition and Consumer Protection).