Shipping policy

At Matcha Vibes, we are committed to delivering your premium matcha products quickly, safely, and with personalized care. This Shipping Policy outlines everything you need to know about delivery for orders placed through our website.

1. ORDER PROCESSING
All orders are processed within 1–2 business days (excluding weekends and public holidays) after payment confirmation. You will receive an email or WhatsApp notification once your order status is updated.

2. DUBAI DELIVERY (Standard)
We provide dedicated, fast delivery services across all areas of Dubai. To ensure the most accurate and fair delivery cost, our shipping rates are structured as follows:
Orders 250 AED and above: FREE delivery (Next-day delivery).
Orders under 250 AED: Delivery cost is calculated individually based on your specific address (Next-day delivery).
How individual calculation works:
If your order total is under 250 AED, the delivery fee is calculated personally based on your specific address in Dubai. After you place your order, our logistics specialist will contact you (via phone or WhatsApp) within 1–2 business hours to confirm the exact delivery fee and estimated arrival time before your order is dispatched.

3. DELIVERY TO OTHER EMIRATES & INTERNATIONAL
We ensure reliable delivery across the UAE and beyond:
Other Emirates (Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, Umm Al Quwain): 2–4 business days.
International Orders: Currently, our standard automated shipping is optimized for the UAE. If you are located outside the UAE, we handle these deliveries on a case-by-case basis.
Please contact us at info@matcha-vibes.com or via WhatsApp before placing your order. We will provide you with a custom shipping quote based on your location and order weight via premium courier services (e.g., Aramex, DHL).
(Note: For orders under 250 AED to any location, our logistics specialist will contact you to confirm the exact delivery fee and schedule before dispatch).

4. ORDER TRACKING & COMMUNICATION
Because we personalize the delivery process for orders under 250 AED, communication is key:
You will receive an order confirmation immediately after purchase.
Our logistics team will reach out to confirm your delivery details and final shipping cost (if applicable).
Once dispatched, you will receive a tracking number (if provided by the courier) or a direct update from our delivery driver.

5. DELIVERY ISSUES & INCORRECT ADDRESSES
Incorrect Address:
Please ensure your shipping address and phone number are 100% accurate at checkout. We are not responsible for delays or failed deliveries caused by incorrect information provided by the customer. If you need to update your address, contact us immediately at info@matcha-vibes.com.
Failed Delivery Attempts:
If the courier attempts delivery but you are unavailable, they will leave a notification or contact you directly to reschedule. After 2 failed attempts, the package may be returned to our store, and a reshipping fee will apply.
Damaged Items:
If your order arrives damaged, please contact us within 24 hours of delivery at info@matcha-vibes.com with photos of the damaged items and packaging. We will promptly arrange a replacement or refund.

6. ORDER CANCELLATIONS
Before Dispatch: You can cancel or modify your order at any time before it is handed over to the delivery team. Contact us immediately for a full refund.
After Dispatch: Orders cannot be cancelled once they are out for delivery.

7. CONTACT US
Have questions about delivery to your specific area? We are always happy to help!
📍 Store / Pickup Location:
The Village Mall, 74, Jumeirah Road, Dubai, United Arab Emirates
📧 Email: info@matcha-vibes.com
🕒 Business Hours: Sunday - Thursday, 9:30 AM - 9:30 PM GST
We typically respond to all shipping inquiries within 2 hours during business hours.