What is the delivery charge and waiting time?

Delivery charges and time are listed on each product page. Each order may be sent directly by the artisans or fulfilled by matcha5. Artisan vendors and matcha5 set their own timings for delivery based on the place they are located at and courier service used. As some artisans are based in rural areas, the delivery time might take a little longer.

If you wish to have your purchased product delivered to you in a shorter time frame, feel free to opt for faster delivery options but do remember to check the rates on product page properly.

How can I pay on matcha5?

We use PayPal to process all transactions on matcha5. You can pay for products on matcha5 by using your paypal account, credit or debit card. There will be no payment processing fee charged to you.

What protection do I have as a customer?

All transactions on matcha5 are made directly between the buyer and seller using PayPal.

Orders paid with PayPal include Buyer Protection, a feature managed by PayPal. PayPal Buyer Protection should only be used as a final step if you cannot reach an amicable resolution with artisan seller.

Protection offered by credit or debit card issuers varies greatly – we recommend checking with your card provider.

matcha5 reviews all instances of Buyer Protection and card reversals. Unreasonable use of PayPal Buyer Protection or card reversals will lead to account closure and further action, in line with matcha5’s terms of service.

Can I consolidate purchase from different artisans into one shipment?

Currently, matcha5 connects you directly to each artisan where each aritsan will make and send your purchased items to you directly. Hence, we are unable to consolidate your purchase from different artisans into one shipment.

Where’s my order?

You will receive an order confirmation email after you have placed your order. You will also be provided with a tracking number for the shipment by email once the item has been shipped out.

Our artisans are expected to maintain high standards of customer service, and they will reply promptly through our internal messaging system (Under Product Page > Ask a Question; or Contact Us under Artisan’s Home Page). Should you require further assistance, please do not hesitate to contact matcha5.

What if the product I receive differs from what I see in photographs on product pages?

We seek your understanding that some artisans are using recycled materials which is dependent on what materials are available to make the items, and hence there may be slight colour or design variations in some of the products you receive as compared to the photographs shown on their e-store on matcha5. However, artisans will state this clearly on their product pages to inform you if this is a likely case for some of their products. Please ensure that you read this carefully and feel comfortable with the purchase before proceeding to buy. We think it’s cool to own a unique product that nobody else owns!

How do I return or exchange a product?

Returns and exchanges are based on the artisans’ selling policies. Please read their policies on the poduct page carefully before purchasing.

You can contact the artisans directly should you wish to return or exchange a product.

What if I did not receive my purchase?

Please first check your order tracking status and ensure that you have understood the shipping policies that state the number of days required for delivery. Should there be discrepancies, kindly contact the artisan directly to check on your shipment.

However, should you find yourself unable to resolve directly with the artisan for example artisan is unresponsive, please reach out to matcha5 team within 45 days of payment for us to help resolve the issue. If shipment cannot be proved by artisan based on delivery proof or tracking number amongst others, matcha5 will protect the buyer by ensuring that buyer receives full refund. For successful claims against disputes, remember to hold on to your conversations with the artisan, so you can easily access them in the event of a dispute.