Shipping & Delivery
Matcha is a fresh product with a short window at its best, so we ship it quickly.
Rates & Transit Times
Standard delivery within Singapore is S$6, and Express is S$15. The price shown at checkout is the price that applies.
| Service | Estimated transit |
|---|---|
| Express | 1–2 business days |
| Standard | 2–5 business days |
Free standard shipping applies to orders over S$80, calculated after any discount and before tax. Transit times run from despatch, not from when you order. They are the carrier’s estimates rather than guarantees, and a missed estimate is not grounds for a refund of shipping.
Tracking
Tracking numbers are issued by the third-party logistics provider carrying your parcel, not by us. Where one is issued, it is in your despatch email; where the provider does not issue one, there is nothing for us to pass on and no tracking will be shown.
A new number can take up to 24 hours to show its first scan, and going quiet for a few days mid-route is normal. Silence is not evidence that a parcel is lost.
Delays
We are responsible for packing your order well and handing it to the carrier on time. What happens after that is not something we can control or predict. Carrier backlogs, weather, industrial action and public holidays all add time.
If tracking has shown no movement well past the estimated delivery date, get in touch and we will open an investigation with the carrier. Carriers will not declare a parcel lost until their own investigation window has passed.
Undeliverable Parcels
A parcel can fail to arrive because the address was wrong or incomplete, or because delivery was refused. The carrier will then either return it to us or hold it at a local depot.
A parcel returned to us in saleable condition is refunded at the price of the goods, less the original shipping and any return carriage we are billed for. We can reship instead, and the new shipping cost is yours. A parcel left uncollected may be disposed of by the carrier under its own rules, and food goes sooner than most categories. Once it has been disposed of we cannot refund or replace it.
Damage & Wrong Items
Open and check your order as soon as it arrives. If a tin is crushed, a seal is broken, or the wrong item was sent, tell us within 2 days of receiving the parcel through the contact form, with photographs of the outer carton, the packaging inside it and the product. Keep the packaging until the claim is settled. Carriers require it as evidence and usually refuse a claim without it.
Full detail is on the Returns & Refunds page. Please read it before ordering.
Contact
Everything above starts at the contact form. Choose Order Issues as the reason, enter your order number exactly as it appears on your confirmation, and attach photographs where the problem is something we need to see. We reply within 2–5 business days.
EIEN TEA PTE. LTD. · 9 King Albert Park, #01-30, KAP, Singapore 598332 · UEN 202609314W