Shipping Policy

Order Processing Time

All orders are processed from Monday to Friday, excluding public holidays.
As our matcha is freshly ground to order, please allow 1–3 business days for processing under normal conditions. During peak or promotional periods, additional processing time may apply.

All domestic (UK) orders are dispatched via Royal Mail Tracked 48 & Signed, which includes insurance coverage.

Orders received before 7:00 PM will be prepared and dispatched the following business day. Our freshly ground matcha is sealed immediately after grinding to preserve quality. When unopened and stored correctly in its original sealed packaging, it can last up to 12 months from the date of purchase.

Order Tracking

Once your order has been shipped, a tracking number will be issued by email.
Customers are responsible for monitoring their shipment status directly via Royal Mail’s official tracking system.

Shipping Costs

All shipping costs for UK domestic orders are calculated and displayed at checkout.
For international orders, shipping costs do not include import duties, customs fees, or local taxes. Any such charges are the responsibility of the recipient and may be collected by the local postal or customs authority upon delivery.

Lost or Damaged Packages

All matcha orders are packed under active CCTV surveillance, with photo documentation of the measured grams and packaging process to ensure full transparency and quality control. If your order is lost or arrives damaged, you must contact us at info@zenteauk.com within 7 calendar days of the estimated delivery date.

ZenTea UK will provide full supporting evidence (including CCTV and packaging photos) to assist in claims with the courier. However, please note:

Zentea UK is not liable for courier or postal service errors once the parcel has been handed over to Royal Mail.

Customers are responsible for initiating any claims directly with Royal Mail for lost or damaged shipments.

Refunds or replacements will only be issued under the following conditions:

The customer provides a clear, continuous unboxing video recorded from the moment the parcel is opened, showing the item’s condition and weight upon first inspection.
The footage must show the full, uncut process of unboxing. Any photos or videos captured after the packaging has been opened or tampered with will not be accepted as evidence.

These terms exist to protect both ZenTea UK and our customers and to maintain 100% transparency in all transactions. This policy also serves as formal notice for financial institutions and card issuers in the event of a chargeback investigation, demonstrating that ZenTea UK maintains strict verification and documentation standards for all shipments.

Changes and Cancellations

If you wish to change or cancel your order, please email info@zenteauk.com before 7:00 PM on the day your order is placed.

Please note:

Additional charges may apply for order modifications, including address changes or upgraded volumes.
Orders already processed or packed cannot be cancelled.
We do not accommodate order changes from larger to smaller volumes once packed.

In limited cases, upgrades from smaller to higher volumes may be possible, subject to availability and applicable price adjustments. Once the order has been dispatched, no changes or cancellations can be made.

Transparency and Compliance

ZenTea UK operates under a full disclosure policy.
This Shipping Policy is part of our Terms & Conditions and serves as documentary evidence of our packaging, dispatch, and delivery process. It is intended to ensure clarity, accountability, and fairness for all customers, and to support Zentea UK in any dispute or chargeback investigation initiated through payment providers or banks.

Agreement

By completing a purchase on our website www.zenteauk.com, the customer acknowledges and agrees to the terms stated in this Shipping Policy and in ZenTea UK’s Terms & Conditions.

This acknowledgment serves as formal proof of consent and acceptance in any payment dispute, refund request, or chargeback investigation.