Orders & Shipping
Where do you ship to?
We currently ship to all countries within the European Union (EU).
Which carrier do you use?
All orders are shipped from the Netherlands using DHL Parcel.
How long does shipping take?
Estimated delivery times after dispatch are:
- Netherlands: 1–2 business days
- Belgium & Germany: 2–3 business days
- Rest of the EU: 3–6 business days
Please note that delivery times are estimates and may vary due to peak periods, public holidays, or unforeseen circumstances.
How much does shipping cost?
Shipping costs are calculated automatically at checkout based on your delivery address.
Any applicable shipping promotions are applied automatically.
Can I track my order?
Yes.
Once your order has shipped, you will receive a confirmation email with tracking information where available.
Orders & Payments
When will my order be processed?
Orders are typically processed within 1–2 business days. During busy periods, processing times may be slightly longer.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible. Once an order has been processed or shipped, changes may no longer be possible.
Which payment methods do you accept?
Available payment methods are displayed at checkout and may vary by country.
Returns & Refunds
Can I return my order?
In accordance with EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible.
Once an order has been processed or shipped, changes may no longer be possible.
When are returns accepted?
Returns are accepted only if the product:
- is unopened and unused
- has its original seal intact
- is returned in its original condition and packaging
How do I return an item?
Please contact us at info@ikirutea.com within 14 days of receiving your order via email, stating your order number.
You will receive return instructions from us.
Returned items must be sent back within 14 days of notifying us.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, unless the item is damaged, defective, or incorrectly delivered.
When will I receive my refund?
Once we have received and inspected the returned item, we will issue a refund as soon as possible and no later than 14 days after receiving your return notification.
Refunds are made using the original payment method.
Product & Quality
What makes matcha from Ikiru different?
Each tea is carefully sourced and assessed using our own evaluation model, developed to thoughtfully consider all factors essential to high-quality Japanese tea.
We work closely with independent, family-owned tea producers across established Japanese tea regions. This allows us to source with intention rather than scale, and to evaluate each matcha with both traditional understanding and contemporary quality standards, before it ever reaches our collection.
By working directly at the source of the harvest, we are able to ensure freshness and quality that is clearly reflected in the cup.
Is your matcha suitable for daily consumption?
Yes. Our collection includes matcha that is well suited for regular preparation, as well as single-estate selections intended for more considered moments.
All of our matcha is produced with care and evaluated for balance, clarity, and drinkability. Whether enjoyed as part of a daily ritual or reserved for moments that call for something more distinctive.
How should I store my matcha?
We recommend storing matcha in the refrigerator.
Once opened, reseal carefully and consume within two months to ensure optimal freshness.
Issues & Support
My order arrived damaged or incorrect, what should I do?
Please contact us within 48 hours of delivery and include clear photos of:
- the outer packaging
- the shipping label
- the issue in question
We will assess the situation and provide an appropriate solution.
I missed my delivery, what happens now?
If you are not available at the time of delivery, DHL may deliver your parcel to a neighbour or a designated pickup location.
Please refer to the tracking information for further details.
How can I contact you?
For questions regarding your order, shipping, or returns, please contact us via our Contact page.
We aim to respond as soon as possible.