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We want you to be happy with your purchase. Buying tableware online means you can't pick it up first, so here is exactly how returns work.
CozyMatcha accepts returns and exchanges of items purchased on our website within 30 days of delivery, subject to the conditions below. Items cannot be returned or exchanged more than 30 days after delivery.
Once the bowl has been whisked in, the cup has been drunk from or the whisk has been wet, the set cannot be resold - so a used set is not eligible for return.
Returns are therefore accepted only for sets that are unused, with all pieces in their original packaging.
If you have opened the box and looked at the pieces but have not used them, it still qualifies. If you are not sure, e-mail us and describe exactly what happened - we will look at it case by case and tell you honestly where you stand.
To be accepted, a return must meet all of the following:
Any sign of use or damage will invalidate the return.
Matcha powder is a food product. A sealed, unopened tin can be returned together with the set within the 30-day window. An opened tin cannot be returned or refunded, for the same reason you would not want a tin someone else has opened.
E-mail hello@cozymatcha.com with your order number and the reason for the return or exchange. We will reply with instructions. Please do not send anything back before you have received those instructions - unannounced returns cannot be processed.
Once a return is approved, please send the item back within 14 days.
If you ordered the wrong set - the kit on its own when you meant the full set with the cup, for example - and the box is still unused, we will exchange it. Tell us which set you meant to order when you e-mail us and we will sort it out.
You are responsible for the cost of return shipping and for packaging the item securely. Ceramic and glass need the sleeves and padding they arrived in, so please keep the original packaging if you think you may return the set. We recommend a tracked service, as we cannot guarantee that we will receive an untracked return. Items damaged in return transit may have their refund reduced or refused.
Once your return is received and inspected we will e-mail you to confirm that it has arrived and whether the refund has been approved or rejected. Approved refunds are issued to your original payment method, normally within 14 days of us receiving the item.
Order add-ons: Shipping Protection is free and has no refund value. Gift wrap is a service and is not refunded once the parcel has been wrapped and shipped.
Banks and card providers usually need a further 2–3 business days to post a refund. If more time than that has passed and you still have not seen it, e-mail us at hello@cozymatcha.com and we will look into it.
If a piece arrives cracked, chipped, broken or incorrect, e-mail hello@cozymatcha.com within 48 hours of delivery with a photo of the piece and the packaging. We will send a free replacement of that piece - the bowl, the cup, the lid, the straw, the whisk or whatever it is - or of the whole set, or a full refund, at no cost to you. You do not need to send the broken piece back.
Please report it within that 48-hour window. We use the carrier's delivery timestamp when reviewing damage claims, and claims raised long after delivery may not be possible to honour.
The bamboo whisk is a natural product: the prongs loosen slightly with the first few uses and a stray prong can snap if the whisk is pressed hard against the bowl or left to soak. Rinse it right after use and dry it on the stand. The glaze on the bowl and the stand may show small variations in shade; that is normal for ceramic and not a defect. Bamboo lids and whisks are hand-wash only; dishwashers will crack them, and that is not covered.
If the set was a gift, the person who received it can start a return or exchange by following the same steps above, using the order number from the gift card or from the buyer. Refunds go back to the original payment method. If you would rather not involve the buyer, we will exchange it for a different set instead.
We cannot accept returns of sets that have been used, items returned without their original packaging or with missing pieces, opened matcha powder, or items damaged by use contrary to the instructions - including bamboo or ceramic put through a dishwasher, pieces left to soak, the glass cup used for hot drinks straight from the kettle, or a whisk pressed hard against the bowl.
We would love to hear your feedback, questions or concerns. E-mail us at hello@cozymatcha.com - we read everything.