Delivery and returns
Shipping
We process and dispatch orders within 1–2 business days. We do not ship on weekends and public holidays. With a larger number of orders the time may extend slightly — we then inform you by email.
The cost and time of delivery depend on the country of delivery, the chosen product and the number of units — you can see the exact amount and delivery time in the currency of your country in the basket. Above the basket-value threshold set for a given country, delivery is free.
After the parcel is dispatched you receive an email with the consignment number and a tracking link. The number usually becomes active within 24 hours.
Right to return (14 days)
As a consumer you have the right to withdraw from the contract within 14 days of receiving your order, without giving a reason. To use it, write to [email protected] with your order number. You may also use the statutory withdrawal form.
The returned product should be complete and in its original packaging. For hygiene reasons we do not accept the return of sealed food products (matcha) if the seal has been broken after delivery — in accordance with art. 38 of the Consumer Rights Act (and art. 16 point e of Directive 2011/83/EU). Accessories (sets, bowls, chasen) can be returned within 30 days — unused, with the tag and in the original packaging.
Send returns to the address: AVELOR sp. z o.o., Aleja Jana Pawła II 27, 00-867 Warszawa. First report the return by email — we do not collect parcels sent without prior notice.
We refund the money (including the cost of the cheapest delivery) within 14 days of receiving the return or proof of its return, using the same payment method.
Damage in transit
Inspect the parcel on receipt. If the product arrived damaged or you received the wrong goods, write straight away to [email protected] and attach photos of the product and the packaging — we will send a replacement or refund the money.
Complaints
If a product is defective or damaged in transit, write to [email protected] within 14 days. We process complaints within 14 days. We are liable under warranty in accordance with the Civil Code.