Help centre
Answers to the questions we get most — and if yours is not here, just write to us.
Everything
Orders
Payment
Delivery
Returns
Products
Sets and wholesale
Orders
Pick your products, add them to the basket and go to checkout. You can order as a guest, or create an account to keep track of what you have bought.
Within 2 hours of ordering, yes — send us an email. After that the order is already being picked.
Yes. A confirmation with your order number and the details goes to your email address straight away.
Sign in and go to "Orders", or use the tracking page with the number from your dispatch email.
Payment
Cards (Visa, Mastercard, American Express) and the wallets Stripe offers you at checkout. Payments run through Stripe, and every transaction is encrypted.
Only within Poland. Cross-border parcels go out prepaid — the carrier we use for them does not collect cash.
Yes. We use a PCI DSS certified payment provider and store no card details ourselves — Stripe handles them end to end.
Delivery
It depends where you are — the exact price and the spend that makes it free are shown in your basket and at checkout, in your own currency, before you pay.
Within Poland, 1–2 working days. Elsewhere in Europe, typically 3–5. Orders placed before 15:00 on a working day go out the same day; parcels are sent from Poland.
Every EU country except Malta, apart from places outside the EU VAT area such as the Canary Islands. Choose your country at the top of the page to see prices and delivery in euros. Somewhere else? Write to us and we will tell you what is possible.
Within Poland, yes — at an InPost locker, or at an ORLEN Paczka, DPD Pickup, DHL POP, Pocztex, GLS or UPS point you choose on a map at checkout. Cross-border we deliver to your address.
Returns
As a consumer you have 14 days from receiving the goods to withdraw from the purchase, with no reason needed. Write to us and we will handle it directly.
Email us a clear statement of withdrawal with your order number, then send the goods back within 14 days. Keep your proof of postage.
We refund without delay and no later than 14 days after your withdrawal reaches us, by the same method you paid with. We may hold the refund until the goods, or proof you sent them, reach us.
Sealed, unopened packs come back on the normal terms. Opened food is covered by the statutory hygiene exception. Accessories — chasen, chashaku, ceramics — are not affected.
Products
Ceremonial comes from young first-harvest leaves — a brighter, livelier green, a gentler taste, drunk neat with water. Culinary is stronger and more assertive, so it holds up against milk and batter — for lattes, desserts and smoothies.
Sift 1–2 g of matcha (half a teaspoon), pour over 60–70 ml of water at around 80 °C — not boiling, or it turns bitter — and whisk hard. A chasen gives the best foam, but a small milk frother or a jar with a lid will get you started.
Matcha loses colour and aroma to light, heat and moisture. Keep it tightly sealed somewhere cool and dark; once open, use it within 4–8 weeks. The best-before date is on every pack.
A 2 g serving has roughly 60–70 mg — about the same as an espresso. The L-theanine means the lift comes on more slowly and lasts longer, without the drop.
Sets and wholesale
With a starter set — matcha together with a chasen (bamboo whisk) and a chashaku (scoop). Bought separately they cost more, and without a whisk the clumps are hard to break up.
Yes. Every set carries a fixed discount against the sum of the individual prices — you can see how much before you add it to the basket.
Yes. We supply cafés, shops and businesses; wholesale prices show once you are signed in to a business account. Write to info@zoimatcha.com.