Shipping policy

ORDER PROCESSING TIME

All orders are processed within 2–3 business days. Orders are NOT delivered on weekends or public holidays. Saturday delivery within Bulgaria is possible on request and by prior arrangement. During periods of high order volume, delivery may be delayed by a few days. If there is a significant delay with your order, we will contact you by the email or phone number you provided.

SHIPPING WITHIN BULGARIA

Shipping costs for your order are calculated and shown at checkout. Within Bulgaria we ship with the courier company SPEEDY. The cost of delivery to a Speedy office or to your address is calculated according to SPEEDY's rates and is shown before you complete your order. All orders shipped with SPEEDY include the “inspect before payment” option. If a parcel is refused, the customer covers the return shipping costs charged by the courier.

Payment methods: Cash on delivery – you pay for your order on delivery, directly to the courier; there are no additional charges beyond the total shown in your order. Card payment – you pay with your credit or debit card through the secure Shopify Payments platform. We accept all major credit and debit cards. All transactions are processed in euro (EUR). Refunds for card payments are made automatically to the card used for the purchase.

INTERNATIONAL SHIPPING

We ship to all European Union countries, to other European countries and to the United States. The available countries are shown when you enter your shipping address. International parcels are sent through our logistics partner A1 POST, which works with leading international carriers. Once your order has shipped, you will receive an email with a tracking number.

Delivery times depend on the destination country. The estimated delivery time for your destination is shown when you choose a shipping method. Delivery may take longer due to customs checks or public holidays. The shipping cost depends on the destination country and the weight of your order and is shown before payment. International orders can only be paid by card; cash on delivery and “inspect before payment” are not available.

Duties and taxes: European Union – no customs duties or additional fees; the price at checkout is final. Europe outside the EU and the USA – parcels may be subject to import duties, import VAT and handling fees according to the rules of the destination country. Unless checkout states that duties are included in the price, they are paid by the recipient on delivery.

Matcha is a food product, and some countries have specific requirements for importing food. If additional information is needed for your country, we will contact you before shipping. Please double-check your address and phone number. If an international parcel is returned to us due to an incorrect address, failed delivery or refusal (including refusal to pay duties), we will refund the value of the products minus the shipping and return costs.

RETURNS

You may return a product within 14 days from the date you receive it. Return and exchange shipping costs are paid by the customer. To return or exchange an item, please email shop@nourishmatcha.com or call us at +359 886 001 018 with your order number or the name of the item you want to return. Send the product by courier to: Veganna LTD, 38G Stefan Karadzha Blvd., 8800 Sliven, Bulgaria. Send us your bank account details so we can refund you within 14 days. If you paid by card, the amount will be refunded to the card you paid with. Opened matcha cannot be returned – see our Refund policy for details. If your order arrives damaged, please contact us immediately at shop@nourishmatcha.com with photos and your order number.

CLAIMS

Please keep all packaging materials and damaged goods before submitting a claim.