at elaria matcha, we take great pride in offering premium japanese matcha and wellness goods. due to the nature of our consumable products, we are unable to accept returns for reasons of change of mind, flavour preference, or personal taste.

however, your experience matters to us. If your order arrives damaged, incorrect, or faulty, please contact us within 7 days of receiving your package, and we will make it right.

we offer refunds or replacements in the following situations:

• the item arrived damaged

• you received the wrong product

• the product is defective or compromised

not eligible for return/refund:

• opened or used matcha or tea products

• change-of-mind purchases

• delayed parcels due to courier network disruptions
  

how to request support

please email us at returns@elariamatcha.co.nz with:

• your order number

• photo(s) of the product and packaging

• a brief description of the issue

we’ll review your request within 1–3 business days.


last updated: december 2025

we currently ship to new zealand, australia, and selected international locations.

dispatch times

orders are processed within 1–3 business days.

pre-orders and fresh-batch matcha may require additional time, which will be clearly communicated on the product page.

shipping estimates

• nz: 2–5 business days

• australia: 5–10 business days

• international: 7–21 business days (country dependent)

please note: shipping times are estimates only and may vary due to customs, peak periods, or courier delays.

shipping costs

shipping rates are calculated at checkout based on your location and order weight.

customs & import taxes

international customers are responsible for any customs duties, taxes, or import fees.

lost or delayed parcels

if your parcel has not arrived within the outlined timeframe:

• nz: after 10 business days

• au/international: after 21 business days

please contact us at hello@elariamatcha.co.nz and we will assist in lodging an investigation with the courier.

last updated: december 2025

elaria matcha respects and protects your privacy. this policy explains how we collect, use, and store your information.

information we collect

• name, address, email, and phone number

• payment information (processed securely by squarespace — we do not store card details)

• order history and interactions with our website

• optional marketing preferences
  
  

how we use your information

• to process and fulfil orders

• to contact you regarding your purchase

• to improve website experience and analytics

• to send updates or offers (only if you opt in)
  
  

third-party services

we use reputable third-party providers such as squarespace payments, paypal, and courier services. these providers only receive the information necessary to perform their functions.

your rights

you may request:

• access to your personal information

• correction of your information

• removal from marketing communications

email us at hello@elariamatcha.conz for any privacy-related requests.

last updated: december 2025

welcome to the elaria matcha website.

by accessing or purchasing from our site, you agree to the following terms:

1. use of website

you agree not to misuse the website, attempt to interfere with security features, or use content without permission.

2. product information

we strive for accuracy, but product descriptions, availability, and pricing may change without notice.

3. payment

all payments must be made at checkout using approved payment methods. orders are not considered accepted until payment is processed.

4. shipping & delivery

shipping timeframes are estimates only. elaria matcha is not responsible for delays outside our control (e.g., customs, courier disruptions).

5. returns & refunds

returns are managed according to our returns policy.

6. intellectual property

all branding, logo designs, graphics, photos, and text on this website belong to elaria matcha and may not be used without written permission.

7. limitation of liability

elaria matcha is not liable for indirect, incidental, or consequential damages arising from use of our products or website.

8. changes to terms

we may update these terms at any time. continued use of the website indicates acceptance of any changes.

last updated: december 2025