FAQ
General Questions
Q: Do I need to sign up for an account?
A: For personal use, no sign-up is required—you can purchase directly. However, for business use, account registration is necessary.
Q: Can you ship to my country?
A: Please check this page for more details:
https://matchadirect.kyoto/pages/select-your-country
Q: Where are your factory and store located?
Our locations are as follows:
Ujitawara Factory:
63, Nagatoori, Yuyadani, Ujitawara-cho, Tsuzuki-gun Kyoto 610-0221, JAPAN
Uji Main Store:
156, Myouraku, Uji, Uji-city Kyoto 611-0021, JAPAN
Q: Are there any additional charges, such as import tax or VAT/GST, when my order arrives in my country?
A: No, there’s no need to worry about additional charges upon delivery. In some countries, import duties and VAT/GST may apply, but with our payment system, these fees are either already included in the product price or displayed during checkout. This ensures that you won’t face any unexpected costs when your order arrives.
Q: Is there a shipping fee?
A: No, we offer free shipping to all countries for purchases made on our website.
Ordering Information
Q: What is the minimum order quantity for your products?
A: For individual customers, products are available starting from one 60g tin. For business customers, orders start from 300g. All products are freshly ground after receiving your order.
Q: Can I cancel my order?
A: As all products are ground to order, we generally cannot accept cancellations after the order is placed. Thank you for your understanding.
Q: Can I return a product?
A: We do not accept returns for reasons related to customer preference.
At MATCHA DIRECT, we take every precaution to ensure the highest standards in production and shipping. However, unforeseen incidents or product defects may occasionally occur. In such cases, we will address the issue promptly.
Please contact us with the details through our inquiry form.
Q: I see the message "This product is not available in your country/region" and cannot proceed to the checkout screen.
A: Some products cannot be shipped to certain countries. This issue may occur if the country setting was changed during the process. Please select your country again from the following page:
https://matchadirect.kyoto/pages/select-your-country
Payment Information
Q: Can I pay using methods other than online payment?
A: We only accept online payments for purchases made on our website. Thank you for your understanding.
Q: Are customs duties or taxes charged at the time of delivery?
A: If customs duties or taxes apply, they will be charged at checkout. This means no additional costs will be incurred at the time of delivery. This system ensures smooth customs clearance.
Shipping Information
Q: How long does shipping take?
A: We aim to ship orders within 3 business days of the order cutoff date, with production starting immediately after the cutoff. Delivery typically takes 2–4 business days after shipment, but it may take longer depending on the destination country.
Additionally, if your order volume is large, the above timelines may not apply.
Our business days exclude Saturdays, Sundays, and Japanese public holidays. We also have summer and winter holiday closures.
Q: Can I specify a delivery date or time?
A: It is not possible to specify a delivery date or time at the time of ordering. However, after the shipment is dispatched, you can use DHL's On Demand Delivery service to choose a delivery date and time. A link to this service will be sent to the email address provided during your order.
Q: Which shipping company do you use?
A: We ship via DHL.
Q: Where can I find information about the shipping schedule or order cutoff dates?
A: You can find all the details on our Shipping Policy page:
https://matchadirect.kyoto/pages/shipping-policy
Q: Do you charge for shipping?
A: We offer free shipping on all products.
Q: Can I choose the shipping carrier?
A: Unfortunately, we are unable to accommodate requests for specific carriers. All orders are shipped via DHL.
Q: My package hasn’t arrived. Can you check the shipping status?
A: We provide updates on the shipping status via email provided at the time of order. If you have not received any notifications, the email address provided might have been entered incorrectly. Please contact us for assistance.
Product Information
Q: Why does matcha form clumps?
A: Matcha particles are very fine, making them prone to clumping due to static electricity. High-quality matcha ground with a stone mill tends to have finer particles compared to machine-ground matcha, making it more likely to form clumps. Using a matcha shifter can help break up the clumps, allowing you to enjoy a smoother and more flavorful matcha.
Q: What is the best way to store matcha?
A: For unopened matcha, we recommend storing it in the refrigerator or freezer to significantly reduce quality degradation.Once opened, if you plan to consume it quickly, storing it at room temperature is recommended, as matcha is highly sensitive to temperature changes and condensation.If it will take longer to consume after opening, it is best to store it in the refrigerator. However, when taking it out and reopening it, let the package acclimate for a day before opening to avoid condensation.
Q: How much caffeine does matcha contain? Are there any restrictions?
A: Matcha contains 60mg to 80mg of caffeine per cup (approximately 2g). This is roughly the same amount of caffeine as in a cup of coffee. According to guidelines from the FDA and EFSA, up to 400mg of caffeine per day is considered safe for healthy adults.
Q: What is the difference between regular and decaf matcha?
A: The supercritical carbon dioxide method we use removes caffeine from matcha, reducing it from 3% to less than 0.4%. As a result, the typical 60mg of caffeine per 2g serving is reduced to less than 8mg after the decaffeination process. While the amounts of amino acids and catechins, which are important for health benefits, remain largely unchanged, the matcha takes on a slightly yellowish tint due to the characteristics of the process. In terms of flavor, the bitterness is lessened, resulting in a milder taste that differs slightly from the original matcha.
Q: How is your decaf matcha processed?
A: Our decaffeinated matcha uses a natural decaffeination process that relies solely on water and carbon dioxide, carefully removing the caffeine while preserving the original flavor and health benefits of the matcha to the fullest extent. Additionally, by working closely with tea producers and carefully selecting tea leaves suitable for the decaffeination process, we are able to deliver high-quality decaffeinated matcha.
Q: Is your matcha organic or pesticide-free?
A: Our organic matcha is certified under the Organic JAS standard, and we offer a variety of organic matcha options. No pesticides are used in our organic matcha. Additionally, if you are importing Organic JAS matcha and distributing it in your country, whether or not it can be labeled as 'organic' depends on your country's regulations. For more details, please contact us.
Q: What is the shelf life of matcha?
A: The shelf life of our matcha is 6 months. We recommend storing any matcha that will not be used for a while in the refrigerator.
Q: How do you ensure the quality of your matcha?
A: Building on over 160 years of blending expertise (Gogumi), we use the latest equipment to maintain a quality control system that ensures we provide high-quality, safe, and reliable matcha.
Q: Does matcha contain any allergens?
A: Our matcha factory only processes tea leaves, so there is no risk of allergen contamination.
Q: Is your matcha tested for heavy metals and arsenic?
A: Yes, we regularly conduct third-party testing for heavy metals and arsenic.
Q: Does your matcha meet the standards of the destination country?
A: Yes, we export matcha that complies with the regulations of the destination country. Since our business primarily focuses on B2B, we ensure strict adherence to regulations, including pesticide residue management, even for matcha intended for personal use.
Q: Can you tell me about the origins of the matcha you offer?
A: Our company is located in Uji City, Kyoto Prefecture, and we primarily source matcha from Kyoto-grown Uji matcha. Additionally, we handle matcha from nearby areas such as Mie, Nara, and Shiga, which are part of the Uji tea region, as well as matcha from Kagoshima, with which we have strong historical ties. We do not handle matcha from Shizuoka, Nishio, or Yame. All products listed on our site are made exclusively from 100% first-harvest tea leaves.
Business Information
Q: Do you offer samples for businesses?
A: Yes, we offer samples for business users. For more details, please contact us.
Q: Can I place a bulk order?
A: Yes, we can accommodate bulk orders, but this cannot be done through our online site. Our sales team will assist you, so please contact us for further details.
Q: How can I become a distributor or reseller of your matcha?
A: We are not currently recruiting distributors or resellers outside of Japan. However, we have established a system for providing small-lot, short-lead-time white-label products and support for developing original brands. Additionally, we offer private-label options for larger order quantities. For more details, please visit:
https://matchadirect.kyoto/pages/private-label-matcha-direct-trade-from-our-uji-kyoto-matcha-factory
Q: What is the minimum order quantity for wholesale purchases?
A: We accept orders starting from 300g for cafe and restaurant users.
Q: What are the requirements for registering a business account?
A: The requirements for being classified as a business vary by country, so we do not have a uniform standard. However, our business accounts are intended for individuals or entities conducting commercial activities. Additionally, individuals who use large quantities of matcha for purposes such as tea ceremonies, tea lessons, cooking classes, or events may also qualify. Please contact us to explain your situation, and we will assist you in setting up a business account.
Q: Why can’t I see product prices or the cart button?
A: To purchase "For Business" products, you need to register for a business account and log in. Once logged in with your registered account, the prices and cart button will become visible.
Q: I don’t know how to log in.
A: Our site uses a password-free login system. Simply enter your email address on the login page, and a six-digit one-time password will be sent to your email. Enter this code to complete the login process.
Q: I logged in, but I still can’t see the prices.
A: Prices will not be displayed unless you register for a business account.
Q: My business is not open yet. Can I still create an account?
A: Yes, it is possible. Please contact us with the details, and we will assist you with the process.
Q: I want to update my registration information.
A: You can add or edit your address and other details from the Account page:
https://matchadirect.kyoto/account/
Q: How can I delete my account?
A: If you wish to delete your account, please contact us directly. Please note that your purchase history will also be deleted. Account deletion cannot be done through your own actions on the website.
Q: I am logged into a registered business account, but the prices are not showing.
A: We have occasionally observed this issue. We apologize for the inconvenience. Please try logging out and then logging back in:
https://matchadirect.kyoto/account/logout
If the issue persists, please contact us for further assistance.
Q: Can I request a receipt?
A: Yes, it is possible. Please contact us to let us know that you require receipts. We will set this up for you. Once the setting is enabled, receipts will be automatically sent to you via email for each order, either before or after shipment.
Q: Do you offer private label services?
A: Yes, we do. Private label orders require a minimum order quantity (MOQ) of 100 tins, based on the labeling requirements. White-label products without labeling are available starting from 10 units. For more details about private labeling, please visit this page:
https://matchadirect.kyoto/pages/private-label-matcha-direct-trade-from-our-uji-kyoto-matcha-factory
Q: Can I contact you directly by phone?
A: We do not accept inquiries by phone. However, we can arrange an online meeting via Microsoft Teams if needed. Please contact us to request this service.
Q: Do you offer products other than matcha?
A: Yes. While our online store features only first-harvest matcha, we also export products such as Culinary Matcha, Houjicha (powder), Sweetened Matcha, Sencha, Kabusecha, and Houjicha (leaf). Please note that some items may not be eligible for export depending on the regulations of the destination country. Contact us for more details.
Q: Can you deliver to my home instead of a store?
A: Yes, we can.
Q: Can you issue export certificates such as sanitary certificates or free sale certificates?
A: This service is not available for purchases made through our online store. For business use, including bulk, white-label, or private-label orders conducted outside the online store, we can issue sanitary certificates, free sale certificates, certificates of origin, and phytosanitary certificates upon request. The availability and necessity of these certificates are determined based on agreements between Japan and the destination country. For more details, please contact us.
Explore Our Matcha Solutions
Our streamlined platform ensures that enjoying authentic, freshly ground matcha is remarkably simple.
We offer shipments starting from a single 60g tin for individual customers and 300g+ for business users, delivering to over 40 countries worldwide.
