Shipping policy
Thank you for ordering with Ensoo Matcha. We are an online-only store shipping across Australia, and we work hard to get your matcha to you as quickly and safely as possible. Please read our shipping policy carefully before placing your order.
Order Processing
All orders are processed within 1–3 business days (Monday to Friday, excluding Australian public holidays) after your order is confirmed. You will receive an email confirmation when your order is placed and a second email with your tracking details once your order has been dispatched.
Orders placed on weekends or public holidays will begin processing on the next available business day. During busy periods such as sales events, processing times may be slightly extended — we appreciate your patience.
Shipping Options & Rates
We currently ship within Australia only. We offer the following shipping options for all Australian orders:
| Shipping Method | Estimated Delivery | Cost |
|---|---|---|
| Standard Shipping | 2–6 business days | $9.99 AUD |
| Express Shipping | 1–3 business days | $14.99 AUD |
| Free Standard Shipping | 2–6 business days | FREE on orders over $120 AUD |
Shipping costs are automatically calculated at checkout. Delivery timeframes are estimates provided by the carrier and may be affected by factors outside our control, including carrier delays, high-volume periods (e.g. Christmas, Easter), and remote or regional locations. Deliveries to rural or regional areas of Australia may take longer than the estimated timeframe.
Order Tracking
Once your order has been dispatched, you will receive an email with your tracking number and a link to track your parcel. Please allow up to 24 hours after receiving your shipping confirmation for the tracking information to update in the carrier's system.
If you have not received a tracking email within 4 business days of placing your order, please check your junk or spam folder before contacting us at order@ensoomatcha.com.au.
Hot Weather Advisory
Matcha is a delicate product that can be affected by extreme heat and humidity. During Australian summer months or heatwaves, we take extra care in packaging your order to protect the quality of your matcha during transit. We recommend storing your matcha in a cool, dry place and in an airtight container upon receipt to maintain freshness and quality. If you are concerned about delivery conditions during hot weather periods, we recommend choosing Express Shipping to minimise transit time.
Incorrect Delivery Address
Please ensure your delivery address is entered correctly at checkout. Ensoo Matcha is not responsible for orders that are delayed, lost, or delivered to an incorrect address due to a customer error. If you notice a mistake in your delivery address after placing your order, please contact us immediately at order@ensoomatcha.com.au. We will do our best to update your address before dispatch, but we cannot guarantee changes can be made once an order has been processed or shipped.
Undeliverable Parcels
If a parcel is returned to us because it was undeliverable (e.g. incorrect address, uncollected from the post office, or refused at delivery), we will contact you to arrange re-shipment. Please note that additional shipping costs will apply for re-sending the order. If an undeliverable parcel contains perishable goods that have exceeded their safe shelf life during return transit, we may not be able to re-send the order, and a refund will be assessed on a case-by-case basis.
Damaged or Lost Parcels
If your order arrives damaged, please contact us within 7 days of the confirmed delivery date at order@ensoomatcha.com.au with your order number and photos of the damage. We will work with you to resolve the issue as quickly as possible.
If your tracking shows your parcel as delivered but you have not received it, please first check with neighbours and any safe drop location on your property before contacting us. If the parcel cannot be located, contact us and we will lodge an investigation with the carrier on your behalf. Please note that once a parcel is confirmed as delivered by the carrier, we cannot guarantee a replacement or refund, but we will always try to assist where we can.
Public Holidays
Our team operates Monday to Friday. Orders will not be processed or dispatched on Australian public holidays. If your order is placed just before or during a public holiday period, please allow extra time for processing and delivery.
Contact Us
If you have any questions about your order or our shipping policy, please reach out to us at order@ensoomatcha.com.au. We aim to respond to all enquiries within 1–2 business days.