Shipping policy

We do everything we can to get your Matcha, Hojicha, and accessories to your doorstep as quickly as possible.

Because we want to keep things completely transparent, here is exactly how our shipping, packing, and delivery process works.

1. Processing Times (The "Behind-the-Scenes" Part)

  • We are a small business, not a massive automated warehouse. Every single order is hand-packed with love and care right here in Cape Town.
  • Once you place your order online, we take between 1 and 3 business days to carefully process, pack, and have it collected by our delivery partners.
  • We ship on business days (Monday to Friday, excluding South African public holidays).

2. Shipping Rates & Delivery Times (South Africa)

We ship nationwide across South Africa using The Courier Guy to ensure your package arrives safely.

  • Standard Shipping: * If your order is under R1 000, a flat-rate shipping cost of R89 applies.
  • Free Shipping:
    • We offer Free Shipping on all South African orders over R1 000 to all main regions! The discount will apply automatically at checkout.
  • How Long Does Delivery Take?
    • Once the courier collects your parcel, most deliveries happen within 1 to 3 business days.
    • Please note that transit times can take a little longer if you are located in an outlying or remote area.

3. Local Café Pickup (Somerset West & Strand Locals)

If you're in the Somerset West or Strand area in the Western Cape, you can skip the courier altogether! Depending on stock levels, you can choose Café Pickup at checkout to collect your order from our partner café:

  • Collection Point: Ekhaya Coffee Roasters
  • Address: Shop 1, Strand Pavilion, Beach Rd, Strand, Cape Town, 7140
  • What to bring: Please bring your order confirmation email when you collect.
  • Operating Hours: * Weekdays: 06:30 – 16:00
    • Saturday & Sunday: 06:30 – 14:00 (Note: If the Café Pickup option isn’t displayed at checkout, it simply means stock isn’t currently available at the café for those items).

4. Physical Addresses Only (No P.O. Boxes)

Our couriers deliver door-to-door, which means they require a physical address where a human is available to sign for the package during office hours (9:00 AM to 5:00 PM, Monday to Friday).

  • Please do not use P.O. Boxes, PostNet Suites, or private post boxes as your delivery address, as our couriers cannot deliver to them.
  • If you’re usually at work during the day, we highly recommend using your office address for delivery!

5. Tracking Your Package

The second our courier partner collects your package, we will send you a shipping confirmation email complete with a tracking link. You can use this link to track your package's journey to your doorstep. (If you don't see the email, please double-check your spam folder!).

6. Damaged, Lost, or Stolen Packages

  • Damaged in Transit: If our courier was a bit too rough and your ceramic bowl or bamboo whisk arrives broken, please notify us within 48 hours of delivery at hello@mothermatcha.co.za with a photo of the damage. We will happily arrange a replacement.

• • Stolen/Delivered to the Wrong Place: Once the courier scans your package as "Delivered" to the address you provided, the risk of loss passes to you. If a package is marked as delivered but you can't find it, please check with your reception, security gate, or family members first. If it's still missing, drop us an email and we will help you open an investigation with the courier company.