Legal information
Shipping and returns
Conditions on delivery areas, costs, estimated times, withdrawal, returns and issues.
Última actualización: junio de 2026
1. Delivery areas, costs and times
Shipping costs are calculated automatically when you enter your address, based on the destination and basket contents. The final amount is shown before payment. Orders are normally prepared within 1–2 working days. The delivery times shown are estimates and may vary due to public holidays, destination or carrier issues.
Delivery to the Canary Islands, Ceuta and Melilla is not yet enabled for online purchases. To enquire about shipping options, email [email protected].
Delivery to other European Union countries, the United Kingdom, Switzerland, Norway and all other international destinations is not yet enabled for online purchases. Ask about options at [email protected].
| Area | Cost | Estimated time |
|---|---|---|
| Mainland Spain | Calculated when you enter your address, before payment. | 2–4 working days from payment confirmation. |
| Balearic Islands | Calculated when you enter your address, before payment. | 3–6 working days. |
| Canary Islands, Ceuta and Melilla | Not yet available for online purchases. | Ask about options at [email protected]. |
| European Union | Not yet available for online purchases. | Ask about options at [email protected]. |
2. Carriers
Hōju Matcha may use Correos, Correos Express or other carriers available through Packlink PRO or equivalent providers. The carrier may vary according to destination, weight, availability, price and logistical conditions.
3. Right of withdrawal and returns
- Withdrawal is accepted within 14 calendar days only if the original seal is intact, the product has not been opened or tampered with, and it is in its original packaging.
- Opened, unsealed or tampered-with products cannot be returned for health, hygiene and food safety reasons.
- If a product arrives damaged, incorrect or defective, Hōju will replace or refund it as appropriate.
- For voluntary withdrawal, the customer pays the return shipping costs.
- For errors, defects or damage attributable to the shop or transport, Hōju takes responsibility for the appropriate remedy.
4. Sealed food product
The matcha sold by Hōju Matcha arrives sealed at origin in Japan. Hōju Matcha does not open it before sending it to the customer. It is stored in a clean, refrigerated space according to the product’s recommendations and shipped with its original seal intact.
For health, hygiene and food safety reasons, opened, unsealed or tampered-with products cannot be returned.
5. Issues and customer service
For any issue, customers must email [email protected] with the order number, the email used for purchase, a description of the problem and photographs if there is damage, breakage, an incorrect product or a transport issue.
The estimated response time is 24–72 working hours.