Shipping policy

Shipping Policy

Delivery Information

Shipping Method & Cost

We use a third logistics partner, which automatically selects the best available courier for each order. Customer information (name, address, email, phone) is shared with the third logistic partner for shipping purposes only, and may be forwarded to carriers such as PostNord, DHL, UPS, and Bring.

We currently offer Customer Choice Shipping (CCS), which means that in most cases you can choose your preferred courier at checkout, including:

  • DHL Service Point

  • DHL Parcel Connect Service Point

  • UPS Standard

  • UPS Expedited

  • PostNord Tracked Shipping

  • PostNord Varubrev

⚠️ Please note: available options may vary depending on your shipping address. In some cases, only a standard international shipping option will be displayed. If so, we reserve the right to select the most suitable carrier on your behalf.

Flat rate costs:

  • Sweden: 59 SEK

  • International tracked/untracked letter (default if no carrier shown): 120 SEK (up to 2kg)

Tracking numbers are generated automatically through our logistics partner once your order has been dispatched. You will receive your tracking details directly from our store system (Shopify) by email.

Please note that certain countries may impose import restrictions or prohibit certain goods. It is the customer’s responsibility to ensure our products are legally allowed into their country.

Delivery Time

Orders containing in-stock items are typically processed and handed over to the carrier within 1–3 business days (Monday to Friday).

Estimated delivery times after dispatch:

  • Sweden: 1–4 business days

  • Europe: 3–8 business days

  • Rest of the world: 5–14 business days

If your order includes a Pre-Order item, the estimated delivery timeframe will be stated on the product page. Orders containing both in-stock and pre-order items will be shipped once all products are available.

If there are any supplier-related delays, we will notify you via email with updated delivery information.

⚠️ Important Disclaimer: Delivery times are estimates and not guaranteed. We are not responsible for delays or non-deliveries caused by, but not limited to:

  • Customs clearance procedures

  • Postal or courier strikes

  • Extreme weather conditions

  • Armed conflicts, war, or force majeure events

  • Natural disasters or other circumstances beyond our control.

⚠️ Shipping to Israel may experience longer delivery times. ⚠️

Address Information
Customers are responsible for providing complete and accurate delivery information in Latin characters (English alphabet).
If an address is entered in non-Latin scripts (e.g., Hebrew, Cyrillic, Chinese, Arabic), the shipment may be delayed or undeliverable.
In such cases, Funky Matcha cannot be held responsible for failed delivery, and refunds will not be issued for undeliverable parcels caused by incorrect or non-standard address formatting.

Force Majeure

We are not responsible for any failure or delay in performance or delivery caused by events beyond our reasonable control, including but not limited to war, armed conflicts, government restrictions, natural disasters, epidemics, strikes, postal or courier disruptions, or other force majeure events. In such cases, we are not obliged to provide a refund for undelivered orders.

 

Failed Deliveries, Unclaimed Parcels & Customer-Caused Returns

If a shipment cannot be delivered due to customer action or inaction (e.g. not collected, refused at delivery, incorrect address, unreachable contact, or refusal to pay import duties/taxes), the parcel will be returned to us.

In these cases, the customer is responsible for all costs caused by the failed delivery, including:

  • the original shipping cost

  • a 100 SEK handling/restocking fee (higher for heavy parcels)

  • all carrier return fees, customs handling charges, or other fees billed to us by the transport provider

These costs will be deducted from the refund for the returned goods.

If the parcel is destroyed or cannot be returned due to unpaid duties or failed delivery, no refund will be issued.

If you request re-shipment after a failed delivery, all return-related costs must be paid first, and a new shipping fee will apply.

Tracking, Delivery Notifications & Customer Responsibility

Once your order has been dispatched, a tracking number or link is automatically sent to the email address provided at checkout. Depending on the carrier and destination country, additional notifications may be sent by SMS or email. We always recommend to track your parcel by using https://www.aftership.com/

To ensure successful delivery, customers are responsible for:

  • providing a valid and accessible email address and phone number at checkout

  • regularly monitoring the tracking link after dispatch

  • contacting us promptly if no delivery notice is received within a reasonable timeframe

  • collecting the parcel before the carrier’s deadline once tracking shows that the shipment has reached a pickup point or delivery location

Delivery notifications (SMS/email alerts) are managed solely by the carrier and cannot be guaranteed.

A missing notification does not remove the customer’s responsibility to follow the tracking status and collect the shipment on time.

If the carrier marks the parcel as delivered to a pickup point, service point, or delivery address, the order is considered delivered—even if the customer did not receive an SMS or email notification.

Shipments that are not collected in time will be handled according to our “Failed Deliveries, Unclaimed Parcels & Customer-Caused Returns” terms.

Right of Withdrawal

Under the EU Distance Selling Act, you have the right to cancel your purchase within 14 calendar days of receiving your order.

To qualify for a return:

  • The item must be unused, and both the product and its original packaging must be unopened and undamaged.

  • If an item or packaging is returned damaged or used, we reserve the right to deny the return or reduce the refund proportionally.

We do not accept returns on:

  • Used products

  • Opened packaging

  • Items used for commercial purposes

Exchanges are not offered. If you wish to change your item, you will need to place a new order after returning the original (if eligible).

Return Process

To initiate a return:

  1. Ensure your item meets the return conditions.

  2. Email hello@funky-matcha.com with your order number to request a return shipping label.

  3. Complete the return form provided via email.

  4. Pack the item securely to avoid damage in transit.

  5. Attach the return label and drop the parcel off at your nearest service point.

Return shipping costs are paid by the customer and will be deducted from your refund. Returns are typically processed within 1–2 weeks of arrival.

Items Excluded from the Right of Withdrawal

The right of withdrawal does not apply to:

  • Opened or used items (for hygiene reasons)

  • Custom-made or made-to-order products

  • Digital products or gift cards

  • Perishable goods or items with broken safety seals

Complaints & Defective Products

If you receive a product with a manufacturing defect, please contact us at hello@funky-matcha.com as soon as possible. Include:

  • Your order number

  • A description of the issue

  • Clear photos of the defect and product

We evaluate complaints individually. If your complaint is approved, we will:

  • Attempt to repair or replace the item

  • If that’s not possible, issue a refund

  • Cover any additional shipping costs involved in approved cases

Please report complaints within a reasonable timeframe. Issues caused by wear, misuse, or improper handling are not eligible.

Taxes, Customs & Import Duties

  • Orders placed within the European Union include Swedish VAT (6, 12% or 25%).

  • For orders outside the EU, no Swedish VAT is charged. However, your local customs authority may apply import taxes, duties, or handling fees upon arrival.

These charges are not included in our prices or shipping fees and must be paid by the recipient.

We are not responsible for delays, costs, or non-deliveries resulting from customs processing or unpaid duties.

If you refuse to pay customs duties and the package is returned to us, we will refund the product price minus all actual shipping and return costs

Transport Damage

Inspect your parcel upon delivery.

  • If you detect visible damage: report it immediately to the courier or service point before accepting the package.

  • If damage is found after opening the package: email hello@funky-matcha.com within 1–2 days, including:

    • Photos of the item and damage

    • Photos of the packaging (inside and outside)

Timely reporting is essential to ensure we can file a claim with the shipping carrier.

In some cases, the courier may request that the damaged goods be inspected in person before processing a claim. Please retain all packaging until the investigation is complete.