FAQ

The available shipping methods vary by destination country. Our delivery partners are:

• DHL – International Express Courier Service
• FedEx – International Express Courier Service
• Japan Post - Yu-Pack – Japan Domestic Mail Service
• Yamato – Japan Domestic Courier Service

Yes, Direct Signature is highly recommended. It is a cheap service, which is extremely useful in the protection of the package as it greatly reduces the risk of the package being lost.

We post the packages from our warehouse within 3-10 workdays of placing the order. After that, the time of delivery depends on the delivery service, destination country, and customs procedures.

You can choose to insure your package as an extra service, which we recommend, especially for unique or more expensive products. All our packages are sent as FOB (Free on Board), which is a term in international commercial law meaning that as soon as the shipment leaves our warehouse, we record the sale as complete. You own the products en route as a buyer and you assume responsibility for completing the customs clearance and for managing the final delivery. That also means that if the package is lost or damaged in transit, you must file any claims for reimbursement with the delivery company.

You can check the list of countries we ship to on the Cart Page.

We only operate as a webshop and have no physical store where our products can be purchased. Our office in Moriyama, Shiga Prefecture can be visited for a tea tasting if an appointment is scheduled ahead of time. Purchase of product is not available at this location.

We package every product with the utmost care, taking every step to ensure safe delivery. Because of this, we guarantee all items, and if a product arrives damaged or broken we either replace or refund the item. For detailed rules of guarantees and refunds, please read our Terms and Conditions, and our Return Policy.

We use different kinds of materials for packaging:

• Cardboard boxes
• Plastic protective materials (bubble wrap, protective foam wrap, void fillers)
• Paper protective materials (boxes, wrapping, void-fillers)

We don’t offer gift wrapping as a service at the moment, but in some cases, we are able to comply with special requests. If you would like your order gift wrapped, contact us at .

We guarantee all items, and if a product arrives damaged or broken we either replace or refund the item. If the wrong item is delivered, we also replace or refund the missing item(s). For detailed rules of guarantees and refunds, please read our Terms and Conditions, and our Return Policy.

Shipping costs depend on the size of the package, the shipping country, and any extra services you choose. Please note, that customs fees might also be applicable and do not belong to our competence. You can check the shipping fee for your selected country on the Cart Page after you place the items you wish to purchase in your cart.

Preparation time is calculated automatically based on the waiting time of the products in your cart. You can see the estimate on the cart page. The waiting time for each product is also indicated on the product pages.

There are several reasons a package might take longer to prepare, but the most common one is that we are waiting for an item in the order to arrive from the maker. For updated information about the waiting time of matcha, check our Service Update Blog.

You can track your package using the tracking number and link we send you via e-mail when your package leaves our warehouse. If you are a registered user you can also find the tracking information after logging in, in your Order History.

The speed of delivery greatly depends on the chosen delivery service, and the estimated delivery time is indicated when you choose the delivery service. Delivery time can vary due to the delivery service and the customs conditions in each country, as well as natural disasters or accidents, etc.

Once the package has left Japan (Dispatched, In Transit, or Arrived at the delivery country) it is no longer of our competence. If you have problems, first contact the local office of the delivery service provider, and if you need further assistance, please contact us.

Yes, we send out the tracking number and tracking link for every package in an email after it leaves our warehouse, so you can check the status and follow your package. We also share the tracking information for registered users in their account, in their Order History.

Other than the product price, shipping fee, and fee for any extra services you choose, customs fees might also be applicable upon the package's arrival in your country. Customs fees do not belong to our competence, so you will have to pay them to your local customs office (except if DDP service was chosen). For current regulations and information regarding customs ask your local office of your chosen delivery service. Please note that these regulations might change from time to time, so make sure your information is always up to date.

As a rule, international packages have to go through customs clearance when arriving in the destination country and might be subject to customs fees and local taxes. These fees are controlled by your local government and are paid to them, not to us. We have no control over these fees and they do not belong to our competence. The shipping fees paid to us are for the delivery and do not include these extra fees (except if the DDP extra shipping service is chosen when placing the order).

Depending on your country, customs fees might be applicable upon the package entering the country. These fees do not belong to our competence, so you will have to pay them to your local customs office (except if DDP service was chosen). For current regulations and information regarding customs ask your local office of your chosen delivery service. Please note that these regulations might change from time to time, so make sure your information is always up to date.

Yes, our prices include Japanese VAT.

In case you choose DDP (Delivered Duty Paid) service for an international order, we reduce the DDP service price with the Japanese VAT of the items you have ordered, so you don’t have to pay the VAT in two countries.

If you did not choose DDP service but customs charges are applicable to the shipment in your country, you can forward us the payment proof and documentation of customs clearance, and we will refund you the Japanese VAT of your purchased items in Sazen Reward points.

You have to pay for your order (product prices, shipping fees and chosen extra services) when you place the order. Your order will only be sent out and delivered if we have received the payment in full. Customs fees might be applicable upon the package entering your country. These fees do not belong to our competence, so you will have to pay them to your local customs office.

Payments can be made with the following methods:

• PayPal (VISA, MasterCard, JCB, AMERICAN EXPRESS, Discover Card)
• Credit card payment (VISA, MasterCard, JCB, AMERICAN EXPRESS - for JPY payments, Diners)
• Bank transfer (for Japanese bank account holders)
• Wise
• COD (Cash On Delivery) - only available with Yamato Transport within Japan

You can select from the following currencies:

• United States Dollar - USD - $
• Euro - EUR - €
• Japanese Yen - JPY - ¥

Different currencies are separate systems, and different promotions might apply.

If you notice there is a mistake in the information you have provided, let us know as soon as possible via email at . We can modify your order information, but only if we are notified before the order is processed (within 12 hours of placing the order). We are unable to make any changes after processing your order.

We have several options for discounts and promotions:

• For our registered Customers we offer VIP Club Discounts
  • ★ Silver Grade VIP discount - 5% off listed prices after ¥200,000 JPY / $2,000 USD / €1,667 EUR annual spending.
  • ★ Golden Grade VIP discount - 10% off listed prices after ¥500,000 JPY / $5,000 USD / €4,167 EUR annual spending.
• Reward Points - Get reward points for every order you place as a registered customer. You can use the points in your next orders.
• We offer free shipping on USD orders over 150 USD purchase value and EUR orders over 120 EUR purchase value
• We have promotional events that offer different kinds of discounts. Please note, that all promotional events have a time of validity and there are periods when we have no active promotions.

We do not accept returns for any subjective or personal reasons.

We can only accept your request for a refund or replacement in the following instances:

• the item shipped is not the item ordered
• the item shipped is defective
• the item shipped is damaged.

To be eligible for a refund or replacement, your item must be in the same condition that you received it, unused, and in its original packaging.

We have a 14-day refund policy, which means you have 14 days after receiving your item to request a refund or replacement. We are not able to refund, replace or exchange perishables (loose tea, matcha, sweets, etc) or used items.

In some cases, refunds can only be given in Sazen Tea Reward Points. For further details, check our Terms and Conditions.

Canceling an order is only possible within 12 hours after the order was placed, so please carefully consider your purchase before ordering. Email us at for order cancellation.

Changing an order (adding, replacing or canceling a purchased item in an order) is only possible within 12 hours after the order was placed, so please carefully consider your purchase before ordering. Email us at if you want to change your order.

For details on our data collection check out our Privacy Policy

You can find our Terms and Conditions HERE.

As stated in our Terms and Conditions, we are unable to refund, replace or accept returns for perishable goods, including tea.

As our packages are sent as FOB (Free On Board), from the moment the package leaves Japan the buyer assumes responsibility. If a package is lost after leaving Japan, a claim has to be sent to the delivery service provider. DHL and FedEx only accept such claims from the sender, so if your package is misplaced or lost, contact us at  and send us all the relevant information (eg. order number, tracking number, etc). After that, we will hand in the claim to the courier. If the claim is accepted and a partial or full refund is given by the courier, we will refund the same amount to you. If the claim is rejected, we will not be able to give a refund.

Please note that the claim process can take time, and we can only give any refunds once the courier makes a decision.

We only operate as a retail shop, so we do not offer our products at wholesale prices or in large quantities.

We do not have a separate catalogue, the products we offer and their prices can be seen on our website.

We have no free samples. If you are interested in a specific tea, we might be able to send a sample at the regular gram price of the given tea. Samples of most brand teas (Marukyu-Koyamaen, Kanbayashi Shunsho, etc) are not available.

We offer many different kinds of teaware, and they vary in their cleaning methods. Check out the “Handling precautions” on the product page of the teaware to check how to clean it.

You can see if a specific teaware is dishwasher and microwave safe on the product page of that item.

Unless otherwise indicated in the product description, our teaware can not handle direct heat.

The handmade teapots are all formed uniquely and the lids are made to fit the body of the pot perfectly. They are even fired together. Because of this, the lids are not replaceable, as only the lid made especially for that body fits and can not be remade.

Porcelain, glass, and fully glazed teapots can be used for different classes of tea (green, black, roasted, etc), but non-glazed teapots are best to be used for only one class, as the clay absorbs the tea made in it.

Unglazed teapots absorb the tea that is made in them and it is a natural result that the clay might become discolored. This is considered part of the charm of an unglazed teapot, and can not be cleaned. For fully glazed or porcelain teapots, sodium bicarbonate (baking soda) mixed with vinegar can remove such tea stains, but we do not recommend this on unglazed teaware, as the clay will also absorb the cleaning mixture and can ruin the tea subsequently made in the teapot.

A teaware is defective if, due to the production of the item, there are problems with the teaware that affect the usage of the product or renders it unfit for its original purpose, e.g. leaking, structural breaks, etc. Differences in design or appearance do not qualify as defects (e.g. discolouration, micro-cracking of the glaze, etc.), nor does breakage or damage after use.

When making Japanese tea, it is customary to only pour until the teapot is about 80% full. The teapots are made with this in mind so, if this is not followed, and the pot is completely full, it may leak at the lid. This is normal when preparing tea in a Japanese teapot.

A chasen can be used for quite a long time if used and stored properly. How long exactly naturally depends not only on its age but also on how frequently it's been used, so it is hard to give an exact number. In general, we recommend using a chasen until the ends of the tines start breaking off.

First, we recommend using a kusenaoshi to hold your chasen, so it will not lose its shape. If you don’t have a kusenaoshi, let your chasen sit in warm water for a few minutes (the water should not reach further than the string used to tie the tines) and then gently bend the tines into the right shape using your fingers.

Whether or not a specific product is handmade is indicated in the product description of each item.

Our products can be made of a variety of materials (clay, porcelain, glass, bamboo, wood, etc), all of which are indicated in the product description of each item. Every item is safe for use and meets stringent Japanese quality standards.

We don’t have specific test results or documentation regarding lead content, but all tea bowls on our website follow strict Japanese regulations and are safe to use.

We don’t have specific test results or documentation regarding heavy metals in the clay, but all tea bowls on our website follow strict Japanese regulations and are safe to use.

Yes, all the products we sell are safe. Health regulations in Japan are strict and all products follow those regulations.

Japanese ceramics are usually more porous, which means they absorb water as they are used. This results in the glaze on them cracking. This is a natural process, which is considered part of the ceramic’s character and beauty. There is only a problem if the clay itself cracks and can not function properly (e.g. is leaking, etc.)

In Japanese tea culture, we generally do not use matching tea sets in the sense of tea sets made of the same material, with the same design, etc. It is part of the creative beauty in the culture to find pieces that are not the same, but complement each other.

Our Instagram is not only for the purpose of presenting our available products, but also for showing many items that are for exhibition purposes only and thus not for sale. They might become available at a later time, but some of the items shown are not for sale at all.

If you are interested in something specific, please contact us and we can provide more information.

Tea does not go bad, but it does lose quality over time. The estimated best-before date of our teas is indicated on the product page, and the actual date is written on the tea packaging. To preserve your tea’s quality for as long as possible, store it in an airtight container in a cool, dry place, away from moisture, direct sunlight, and strong, spicy, or scented things.

Most of our teas are from the Uji tea area, which consists of 4 prefectures: Kyoto, Nara, Mie and Shiga. Specific details of the origin of our teas can be seen on each product page, and if the tea is from a different area, that is also indicated. Naturally, our Chinese and Taiwanese teas are from China and Taiwan.

All of our teas are shipped from our facilities in Shiga prefecture, Japan.

There are many studies regarding the caffeine levels of different kinds of teas, sometimes with very different results, so we can not give an exact answer to this question. What we do know is that of all Japanese green teas the highest caffeine content is in matcha, then gyokuro, followed by sencha, and finally roasted teas like hōjicha. Within these categories the teas are at about the same level, so all matcha is about the same, as with all sencha, etc. One important thing to note about the caffeine level in teas is that the effect can greatly vary for each person, so we recommend trying different teas to find the one with the effect you are looking for.

We have a selection of JAS certified organic (yūki) teas. If a tea we offer is organic, we indicate that on the product page.

Our partners strive to use the minimum amount of pesticides needed for a healthy crop. We don’t have access to and can not provide any laboratory test results. Health regulations in Japan are strict and all products are from trusted sources under the control of JAS.

Yes, all the teas we sell are safe. Health regulations in Japan are strict and all products are from trusted sources.

We do not have a teahouse or tea store, but our office in Moriyama, Shiga Prefecture can be visited for a tea tasting if an appointment is scheduled ahead of time. In-store purchases are however not available at this location.

The release dates of new teas are quite hard to determine, for many reasons:

1. The harvest of tea starts on different days each year, as when the tea is ready depends largely on the weather among other factors.
2. In Japan, tea masters create tea blends, which they can recreate each year, adjusting the blend to have the same taste, no matter when the tea was made. Because of this, most tea companies do not make the date when they start selling the new tea public. The taste and the freshness of Japanese tea blends are the same, no matter the time of the year. (The exceptions are single origin teas)
3. Within the traditional timeframe of tea making the new tea should be ready by autumn, but due to market demand, for many blends tea makers try to bring that date forward. Because of this, there is no way of saying “matcha is ready by this date” or “gyokuro is available from that date”, as they all become available at different times.

It is important not to confuse new tea with shincha, which is a special seasonal blend prepared especially as the newest harvested tea, and has a very different way of preparation. To learn more about shincha and new tea, read our blog.

As most Japanese teas are blends, meaning the tea masters recreate the same taste each year, the time of harvest does not hold much meaning for these teas. This is the reason Japanese teas do not have the year of harvest indicated, as most companies don’t even make it public to retailers when they start selling the new tea. Usually, sencha becomes available early to mid-summer while matcha and gyokuro are mid-summer, except for higher or competitive grade teas that are made within the traditional timeline and are ready in autumn. These dates can change depending on when the harvest starts and at the tea maker’s discretion.

In case of Chinese, Taiwanese and Japanese teas where the year of picking is important, we indicate it in the product name or description.

The best-before date of matcha is controlled by the manufacturers, and depending on the brand, it is never longer than 6-8 months from grinding. We do not keep matcha in stock and only get it from the manufacturer after an order is made to us. This is to make sure we always send the freshest matcha, with a best-before date that is as far in the future as possible.

We always send matcha fresh out from the factory. We don’t keep any matcha in storage, but when we receive an order from a customer, we request the matcha from the factory and they freshly grind it for us. For this reason, the best-before-date is always about 6 months (which is the official shelf life for quality matcha) from the date our customer placed the order.

There is often confusion regarding the best-before-dates of our teas, as in Japan the form the date is given is different than in many other countries, e.g. the USA. In Japan we put the year first, then the month, then the day (YY/MM/DD). For example, 20.10.19 would be October 19th 2020, not October 20th 2019.

We get every matcha fresh from the factory when an order is placed to us, which takes some time. Depending on which matcha brand was ordered, this can take 3-10 work days, or in some special cases, longer.

Keep it in an airtight container to prevent fast oxidation.

• If used daily or every other day, keep matcha in a cool, dry place.
• If used 1-2 times a week, keep it in the refrigerator. Before drinking, let the can sit unopened for about an hour, until it is at room temperature, to prevent precipitation.

To make sure we send the freshest matcha possible, we don’t keep stock at our warehouse. When we receive an order from a customer, we get that matcha freshly from the factory, which means that the matcha we send is the freshest that it can be. The best-before-date of matcha is controlled by law, and for most brands we sell it is 6-8 months from grinding. This date is decided by the makers themselves and is indicated on the brand packaging of the matcha. The shelf life indicated on the product page is an estimate Sazen Tea makes, and in some cases can differ from the date given by the makers (however, the real date is never shorter than the estimate).

This blog post will help you select the matcha best suited for your needs. If you would like further recommendations, contact us at and let us know as best you can, what kind of matcha you are looking for (flavour profile, preparation method, references to other matcha, price range, etc.).

In general, the higher the grade of the matcha, the sweeter it is. The grade is indicated by whether the matcha is usucha (thin tea - lower grade) or koicha (thick tea - higher grade), or simply just by the price; higher grade teas are more expensive. Naturally, there are some exceptions, but most matcha follow this rule. It is important to note that the sweetness in matcha is not a sugary sweetness, but instead refers to the nuanced taste characteristics that include natural sweetness. Other than some culinary grade green teas where it is clearly indicated, none of our matcha contains added sweeteners.

Based on our experiences from operating a tea house in Europe, the best matcha powders for lattes and other matcha flavored drinks are the ones that have a stronger flavor. Culinary grade matcha are perfect for that, especially the ones designed specifically for drinks, like high grade cooking matcha or "Matcha Maki no Shiro". Some entry grade ceremonial matcha are also a very good fit for mixed drinks and can be enjoyed traditionally, too. We don’t recommend using higher grade ceremonial matcha for lattes however, as the nuanced flavors become lost. It is quite a waste to use such great teas without enjoying them to the fullest.

Matcha has many health benefits, some of which may contribute to weight loss:

• High in Antioxidants: Antioxidants may help boost metabolism and promote fat burning, which can aid in weight loss.
• Boosts Metabolism: The combination of caffeine and catechins in matcha may help increase your metabolic rate, leading to more calories burned throughout the day.
• Supports Fat Loss: Green tea catechins may help reduce body fat, particularly in the abdominal area.
• Enhances Exercise Performance: Matcha contains caffeine, which can improve exercise performance by increasing endurance, focus, and fat oxidation during physical activity.
• Promotes Satiety: Matcha contains dietary fiber, which can help promote feelings of fullness and reduce appetite.

While these benefits can contribute to weight loss, they are not going to be effective on their own. A healthy diet and regular exercise are crucial for a great weight loss plan, to which matcha can be a great supplement.

Yes, we have a selection of herbal teas that are caffeine-free.

The approximate best-before date is indicated on the product page of each tea. For loose green tea, this date is 8 months from the time of order, for other tea types (black, oolong, white, herbal, etc) it is 12 months.

The preparation of loose teas differs based on the tea type. You can find our recommended preparation method on each product page, but we also recommend trying out different ways so you find the one you prefer the most.

To decide which loose tea is best for your needs, check our blog posts.

Keep the loose tea leaves in a cool, dry place. It is best to store loose teas in airtight containers to keep them fresh.