FAQ
Find answers to our most frequently asked questions.
Find answers to our most frequently asked questions.
Shipping & returns
What's your return policy?
As our products are designed for drinking and food preparation, we're unable to accept returns or exchanges for change of mind, in order to maintain hygiene and product integrity.
If your item arrives defective, damaged, or you received the wrong item, contact us immediately with your order number and we'll make it right.
EU customers: you have the right to cancel or return your order within 14 days for any reason, provided the item is unused, unworn, with tags, and in its original packaging.
How long does shipping take?
Orders are processed within 1 to 2 business days of being placed (excluding weekends and public holidays).
Within Australia: 7 to 14 business days once dispatched.
International: 7 to 22 business days once dispatched, depending on destination.
Remote or regional areas may experience longer delivery times.
How much is shipping? Where do you ship to?
We ship to 20+ countries worldwide, and enjoy FREE shipping on orders over $150 AUD. Shipping costs are calculated at checkout based on your delivery address and order size.
How can I track my order?
You'll receive a confirmation email once your order is placed, and a separate shipping confirmation email with a tracking number once it's dispatched. If you haven't received tracking within 2 business days of that email, please Contact Us.
Will I pay customs?
In most cases, you will not be charged any customs fees. However, customs charges are out of our control and are dependent on the local government. If your order is subject to customs charges, you will be responsible to pay them.
My order arrived damaged, or I received the wrong item — what do I do?
Please contact us within 48 hours of delivery with your order number and a photo of the damaged item and packaging, and we'll arrange a replacement or refund.
How long do refunds take once approved?
Once your return is inspected and approved, you'll be refunded automatically to your original payment method within 10 business days. Your bank or card provider may take a little longer to post it. If more than 15 business days have passed since approval, please Contact Us.
Find answers about our products
Products Information
Are your products BPA-free and food safe?
Yes. Our reusable cups are made from durable Tritan plastic with a silicone seal and PP straw — BPA-free, food safe, and temperature resistant from -20°C to 100°C. Our glassware collection is crafted from high-borosilicate or lead-free crystal glass, and our matcha tools use food-grade 304/316 stainless steel and natural bamboo.
What's the difference between the Electric Matcha Whisk and the Bamboo Whisk?
The Electric Matcha Whisk & Bamboo Chasen Set is a USB-C rechargeable, cordless electric whisk with 3 speed levels and a whisper-quiet 38dB motor that creates smooth matcha in seconds — it also comes with a traditional bamboo chasen.
The Matcha Bamboo Whisk is a fully hand-carved artisan bamboo chasen with 100 or 120 fine prongs, made using traditional techniques for the classic hand-whisking ritual.
What's the difference between the Matcha Sieve and the Matcha Sifter Beads?
The Fine Mesh Matcha Sieve is a compact stainless steel sifter that sits over your bowl or cup to break up clumps before whisking. The Matcha Garden Sifter Beads are premium 316 stainless steel beads used inside a sifter to break apart stubborn clumps even further, for an ultra-fine powder. They're designed to be used together for the smoothest results.
How do I clean and care for my products?
Reusable cups & glassware: gentle hand wash recommended, dishwasher safe (Nami Glass is hand wash only).
Bamboo items: wipe clean and allow to dry completely — avoid soaking.
Stainless steel tools: rinse after use and dry thoroughly before storing.
Can I put my cup or glassware in the dishwasher?
Most of our cups and glassware are dishwasher safe, though we recommend a gentle hand wash to help them keep their clarity longer. Our Nami Glass is hand wash only. Bamboo and stainless steel items should not go in the dishwasher.
Do you offer bundles or gift sets?
Yes — we offer curated bundles such as the Cup & Syrup Jar Set and the Organiser + Matcha Bowl + Whisk + Tea Mat set, combining our best sellers at a better value than buying separately. Many customers also purchase our Bamboo Organiser and Syrup Lovers Set as gifts.
Do you offer custom or bulk orders for businesses and events?
Yes — visit our Custom Order for Businesses and Events page or Contact Us to discuss bulk pricing and options.