Frequently Asked Questions

The questions below are a list of common FAQs. 

Shipping & Delivery

How can I get free shipping?

Within the continental United States, shipping is free for orders US$50 or more.

Within Singapore, shipping is free for orders S$20 or more.

For more information or shipping to other countries, please see our shipping policies.

How long does delivery take?

Standard Delivery

Within the United States, Standard Delivery usually takes 3-5 working days.

Within Singapore, Standard Delivery usually takes 2-4 working days.

For other countries, delivery may take 3-15 working days. 

We will do our best to fulfil your order as soon as possible. Please note that it is possible that delivery dates may be delayed slightly beyond the selected date, due to factors beyond our control, including inclement weather, traffic, accidents, etc. 

Express Delivery (Singapore only)

Within Singapore, you can opt for express delivery (0-1 working days).

Order before 1pm, for your order to be delivered on the same working day.

Additional charges apply depending on distance from our warehouse (located in the Expo area).

Not available on public holidays, weekends, Christmas Eve or the eve of Chinese New Year.

Note: Ensure you use the address suggested by Google at checkout, so that the system can generate an accurate express delivery quote. This usually ranges from $15-$30.

While we will do our best to fulfil your order in the requseted timeframe, please note that deliveries may be subject to factors beyond our control, like traffic, inclement weather, accidents, etc.

Can I self-collect my order?

Unfortunately, no. We do not have a retail outlet for self-collection.

How can I track my order?

Tracking information is provided on all Standard Delivery orders. Your tracking link is in the email update sent to you when your order is prepared for shipping.

You may click the tracking link to see the status of your order. 

Can I split the items in my order across different addresses?

No. Each order is delivered to one address. We are unfortunately not able to split items within one order for delivery to multiple locations.

If deliveries to multiple addresses are required, please make one order for each different delivery address.

What if I'm not home when my items are delivered?

Don't worry! Our courier partners will send a notification once your order has been completed.

With your approval, your items can be placed in a sheltered location outside your home. However, we are not able to be responsible for lost parcels for items delivered in this way.

Can I add a note with my order?

If you'd like to leave a message for the recipient, simply type the message in the comments at checkout with a maximum of 55 characters only. 

Your message will be printed on the order note that arrives with the order.

Unfortunately, we do not provide handwritten notes with your order.

Tea Powders

How long can the tea powder last?

Tea powders will be shipped with at least 6 months from expiry.

Where is the tea powder from?

Our tea is flown directly from tea farmers in Japan, where these farms grow, cultivate and process green tea leaves. 

The tea leaves are then ground into powder and packed and assembled in a certified food factory in Japan or in Singapore.

Click here for more information on our suppliers and partners.  

Is the tea suitable for Muslims / Halal-certified?

The tea powder does not contain any ingredients of animal origin. It is made 100% from ground tea leaves. It has been certified Halal by the Japan Muslim Association.

However, the tea product has not been Halal-certified in Singapore at this time. 

What is the difference between Barista and Ceremonial Matcha?

Ceremonial Uji Matcha is more suited for those who occasionally drink pure Matcha (without milk or sugar). It is less bitter than Barista Matcha, but it is also smoother and mellower.

Barista Uji Matcha is best suited for those who frequently make Matcha lattes. It has a stronger bitter note. It is also more economical for desserts / recipes , like tiramisu, ice cream, or sprinkled over a crepe. 

How do I make my own Matcha or Hojicha Lattes?

Each tin comes with recipes printed on the side. 

Simply follow the recipe and you should be good to go.

For more information, refer to our video workshops in our Quick Start Guide.

Do I need to refrigerate tea powder?

Yes. We highly recommend refrigerating Matcha / Hojicha tea powders both before and after opening, to maintain optimal flavour and potency. 

To ensure freshness, keep the tea powder in the opaque tin and consume it within 3-4 months.

Why does my homemade latte taste different from what I normally drink in a cafe?

Here are the most common reasons:

Sweetener (or lack thereof)

Most Matcha lattes in cafes are lightly sweetened by default. If you're not adding sweetener, then it may not taste exactly the same as that in a cafe.  

Adding some sugar (or preferred sweetener) really helps to elevate the taste of your latte.  

Too much water or milk

Some cafes add large amounts of tea powder to a single drink for increased flavour intensity, similar to how multiple shots of coffee are added to a single drink. 

If you find your drink lacks the intensity of cafe-made Matcha lattes, try experimenting with adding less water (or more tea powder) to increase the intensity. 

Is your Matcha tested for heavy metals?

Yes. Each batch of Matcha is tested for arsenic, lead and cadmium. The Matcha is only exported from Japan if the detection limits are below Japanese laws on limits for heavy metals.

Is your Matcha tested for radiation?

Yes. Each batch of Matcha is tested for radiation by a sodium iodide scintillation gamma ray spectrometer. The level of trace radiation found in each batch must be under 100 becquerels / kg (testing for cesium). 

This limit is in accordance with Japanese laws on standard limits for radioactive substances in foods.


I just received my brand new bamboo whisk. What should I do with it?

When you first get the whisk, it has to be "softened" by putting it in a bowl of hot water for a few minutes. You should see that the tips or prongs unfurl. It is now ready for whisking Matcha & Hojicha!

For more information, you can refer to our guide here.

How do I clean my bamboo whisk?

Fill a bowl with some warm water and whisk your bamboo whisk in it until you no longer see any more Matcha or Hojicha particles on the whisk. 

You can choose to wash it under (preferably warm) running water. 

How should I whisk in order to get frothy Matcha?

When whisking, you should hold the whisk such that your fingers are pointing down towards the bowl. Whisk in a M-shape motion. You should be able to see the matcha froth forming even when you apply gentle pressure.

Please refer to our beginner guide to the bamboo whisk for more information.

How should I dry my bamboo whisk?

You should always air-dry the bamboo whisk once it is washed.

You should place the bamboo whisk on its end (such that the tips/prongs are facing the air) or use a bamboo whisk holder so that the whisk can maintain its shape.

Should I put my bamboo whisk back in the container that it comes in?

Please only put it back in the container when it is completely dry, otherwise mold may form.

Will the tips of the bamboo whisk break if I apply too much pressure?

Yes. As the whisk is made from natural bamboo, the tips/prongs may break if too much pressure is applied. Be careful not to push the bamboo whisk forcefully into the bowl when whisking. 

Please note that some minor breakage over time is normal and does not mean the whisk can no longer be used. 

The spout of my Crystal Chawan keeps leaking. Is it just me?

If the spout of your Chawan keeps leaking, please contact us for a replacement. 

As Chawans are handblown, it is possible that the spout was blown too short in your case, making it unsuitable. 

My Chawan has an indentation at the bottom. Is this a defect? 

This is not a defect. As the Chawan is double-walled, there is a pressure vent at the bottom which equalises pressure. This ensures that adding hot water does not cause the glass to break.

Are all your teawares/accessories dishwasher safe?

Our teawares/accessories are not dishwasher-safe. To lengthen the lifespan on our teaware, avoid harsh cleaning in the dishwasher and only wash them by hand.

More questions?  Get in touch with us here.