Orders & Shipping FAQ

Where do you ship?

We currently ship within France only.

We’re working on expanding to the European Union in the near future.

How long does delivery take?

Delivery times depend on the shipping option selected at checkout.

Estimated delivery times will be displayed before payment.

How long does it take to process my order?

Orders are prepared within 24 to 48 business hours after confirmation.

You’ll receive a confirmation email once your order has been shipped.

What shipping options are available?

We offer several delivery options, which will be shown at checkout:

• Home delivery or pickup point (depending on your location)

• Standard delivery

• Express delivery

Shipping fees are calculated at checkout before payment. Delivery is free for orders over 49€.

Will I receive a tracking number?

Yes. Once your order is shipped, you’ll receive a tracking link by email so you can follow your delivery in real time.

Can I change or cancel my order?

If your order has not yet been processed, we may be able to modify or cancel it.

Please contact us as soon as possible at hello@maisonreimatcha.com.
Once an order has been shipped, it can no longer be changed or cancelled.

What if my order arrives damaged or incomplete?

If your order arrives damaged or if an item is missing, please contact us within 48 hours of delivery with:

• your order number

• photos of the issue

We’ll find a solution as quickly as possible.

Do you accept returns?

For food products, returns are not accepted.

If there is an issue with your order, please contact us and we’ll do our best to help.

What happens if my package is delayed or lost?

If your package appears to be delayed or lost, please contact us at hello@maisonreimatcha.com.

We’ll investigate with the carrier and keep you informed.

How can I contact customer support?

You can reach us at hello@maisonreimatcha.com.

We respond within 24 business hours, Monday to Friday.