Shipping policy

SHIPPING POLICY

We take great care in preparing, inspecting and securely packaging every YŪ SEI order to protect the condition and freshness of our matcha throughout delivery.

This Shipping Policy currently applies to orders delivered within the United Kingdom only.

DELIVERY CHARGES

Standard UK Delivery - £2.99

FREE Standard UK Delivery on orders of £60 or more.

The applicable delivery charge will be clearly displayed at checkout before you complete your order.

PROCESSING AND DISPATCH

We begin processing and preparing orders promptly after they are placed.

If you need to request an amendment or cancellation before dispatch, please do so immediately after placing your order.

We will make reasonable efforts to accommodate your request but cannot guarantee that an order can be amended or cancelled once it has been placed.

Once an order has entered fulfilment or has been dispatched, we may be unable to make changes.

Once an order has been dispatched, it cannot be stopped, amended or recalled.

DELIVERY TIMES

The estimated delivery timeframe applicable to your order will be displayed during the ordering process and/or in your order confirmation.

Delivery timeframes begin from dispatch unless stated otherwise.

Any delivery timeframe described as an estimate is not a guarantee of delivery on a particular date.

Occasionally, delivery may be affected by circumstances outside our reasonable control, including carrier disruption, severe weather, transport disruption or other unforeseen events.

Nothing in this policy affects your statutory rights in relation to delivery times.

TRACKING YOUR ORDER

You will receive tracking information once your order has been dispatched.

Your tracking information will allow you to monitor the progress of your delivery and view relevant updates provided by the courier.

Please monitor your tracking information until delivery has been completed.

YOUR SHIPPING ADDRESS

YOU ARE RESPONSIBLE FOR ENTERING A COMPLETE AND ACCURATE SHIPPING ADDRESS WHEN PLACING YOUR ORDER.

Please carefully check all delivery information before completing your purchase, including:

  • your full name;

  • building or house number;

  • flat or apartment number where applicable;

  • street;

  • town or city;

  • postcode; and

  • any other information reasonably required for successful delivery.

YŪ SEI will arrange delivery using the shipping address submitted with your order.

If you discover that you have entered an incorrect or incomplete address, please request an amendment immediately.

We will make reasonable efforts to correct the address if your order has not yet entered fulfilment, but we cannot guarantee that an address can be changed after an order has been placed.

ONCE AN ORDER HAS BEEN DISPATCHED, WE CANNOT GUARANTEE THAT THE SHIPPING ADDRESS CAN BE ALTERED OR THAT THE PARCEL CAN BE INTERCEPTED.

INCORRECT ADDRESS PROVIDED BY THE CUSTOMER

Where the delivery address entered when placing the order is incorrect, incomplete or belongs to a location at which you are no longer able to receive the parcel, this is a customer-supplied address error.

If the courier correctly delivers the order to the shipping address supplied by you when the order was placed, YŪ SEI will not be responsible, to the extent permitted by law, for loss, inconvenience or additional costs arising solely because the address you supplied was incorrect or no longer suitable for you.

Courier records may be used to establish the address and location to which delivery was made.

If an order is returned to YŪ SEI because:

  • an incorrect address was entered;

  • an incomplete address was entered;

  • the address could not be located because of information supplied with the order;

  • delivery was refused;

  • the parcel was not collected following reasonable carrier notification; or

  • another delivery failure occurred because of information or circumstances attributable to the customer,

you may be responsible for reasonable additional delivery costs if you ask us to send the order again.

If the courier itself delivers the parcel somewhere other than the delivery location you supplied, the matter will be investigated as a courier delivery issue and your statutory rights remain unaffected.

PROOF OF DELIVERY

Our delivery service uses electronic proof-of-delivery records to help verify when and where an order has been delivered.

COURIER PROOF OF DELIVERY MAY INCLUDE:

  • a photograph taken at the point of delivery;

  • the date and time of delivery;

  • an electronic delivery scan;

  • the delivery location;

  • GPS or other geographical location information recorded in connection with the delivery event;

  • the delivery address associated with the shipment; and

  • other carrier tracking information.

Where available, this evidence may be retained by the courier and/or made available to YŪ SEI for the purposes of confirming delivery and investigating disputes.

DELIVERY PHOTOGRAPHS, TIMESTAMPS AND GPS/LOCATION INFORMATION MAY BE COMPARED AGAINST THE SHIPPING ADDRESS PROVIDED BY THE CUSTOMER WHEN THE ORDER WAS PLACED.

This evidence may be used when investigating claims concerning:

  • non-delivery;

  • delivery to an incorrect location;

  • missing parcels;

  • alleged transit damage; or

  • other disputes concerning the condition or location of an order at delivery.

Location and delivery information that constitutes personal data will be handled in accordance with applicable data-protection law and our Privacy Policy.

FALSE NON-DELIVERY CLAIMS

A statement that an order was not received does not by itself establish non-delivery.

Where a non-delivery claim is made, we may investigate all reasonably available evidence, including:

  • courier delivery photographs;

  • GPS or delivery-location information;

  • delivery timestamps;

  • delivery scans;

  • tracking information;

  • the shipping address supplied with the order;

  • parcel weights;

  • dispatch records; and

  • other relevant carrier records.

A courier photograph or GPS record will not automatically determine a claim in isolation. We will consider the available evidence as a whole.

However:

WHERE RELIABLE DELIVERY EVIDENCE ESTABLISHES THAT THE ORDER WAS DELIVERED TO THE LOCATION SPECIFIED IN THE CUSTOMER'S ORDER, THAT EVIDENCE MAY BE RELIED UPON WHEN INVESTIGATING A CLAIM THAT THE ORDER WAS NOT DELIVERED.

WHERE WE REASONABLY ESTABLISH THAT A NON-DELIVERY CLAIM IS DELIBERATELY FALSE OR FRAUDULENT, WE MAY REFUSE THE CLAIM WHERE LEGALLY PERMITTED AND YU SEI LTD RESERVES ALL LEGAL RIGHTS AVAILABLE TO IT.

DELIVERY AND TRANSIT DAMAGE

Every YŪ SEI order is inspected and securely packaged before being handed to our delivery carrier.

Our courier's delivery photograph and associated delivery records provide evidence of the condition and location of the parcel at or around the time of delivery.

If you believe your order was damaged during delivery, you must submit the issue through your YŪ SEI customer account within 48 hours of delivery for investigation under our transit-damage claims process.

PHOTOGRAPHS OF THE PACKAGING ARE REQUIRED

IF YOU CLAIM THAT THE PRODUCT ARRIVED DAMAGED, YOU MUST PROVIDE PHOTOGRAPHS OF BOTH THE ALLEGED PRODUCT DAMAGE AND THE PACKAGING IN WHICH IT WAS DELIVERED.

This should include, so far as reasonably possible:

  • the damaged product;

  • the complete external delivery box;

  • all relevant sides, corners and edges of the box;

  • internal protective packaging;

  • the position of the product inside the parcel;

  • the condition of the matcha tin;

  • the condition of any seals;

  • the shipping label; and

  • close-up photographs of the damage being claimed.

PLEASE DO NOT DISCARD, ALTER OR DAMAGE THE PRODUCT OR ANY EXTERNAL OR INTERNAL PACKAGING UNTIL THE CLAIM HAS BEEN REVIEWED.

The condition shown in the customer's photographs may be compared against:

  • courier photographs taken at delivery;

  • GPS/location information;

  • delivery timestamps;

  • tracking records;

  • dispatch records;

  • YŪ SEI inspection records;

  • pre-dispatch photographs where available;

  • parcel-weight information; and

  • other relevant evidence.

WHERE A CUSTOMER CLAIMS THAT A TIN ARRIVED CRUSHED, DENTED, PUNCTURED OR OTHERWISE MATERIALLY DAMAGED, THE CONDITION OF THE DELIVERY PACKAGING FORMS AN IMPORTANT PART OF OUR INVESTIGATION.

An apparently intact delivery box does not automatically prove that its contents were undamaged. All available evidence will be considered together.

However:

IF RELIABLE EVIDENCE ESTABLISHES THAT THE PRODUCT WAS DELIVERED INTACT AND THAT THE CLAIMED DAMAGE OCCURRED AFTER DELIVERY, THE DAMAGE CLAIM MAY BE REFUSED WHERE LEGALLY PERMITTED.

IF WE REASONABLY ESTABLISH THAT A PRODUCT WAS DELIBERATELY DAMAGED AFTER DELIVERY, THAT DAMAGE WAS STAGED OR ALTERED, OR THAT FALSE OR MISLEADING PHOTOGRAPHS OR INFORMATION WERE PROVIDED IN AN ATTEMPT TO OBTAIN A REFUND, REPLACEMENT OR OTHER BENEFIT, THE CLAIM MAY BE REFUSED WHERE LEGALLY PERMITTED AND YU SEI LTD RESERVES ALL LEGAL RIGHTS AVAILABLE TO IT.

Further information is contained in our Return & Refund Policy.

DELIVERY OF YOUR ORDER

Where YŪ SEI arranges the delivery carrier, the goods generally remain at our risk until they come into the physical possession of you or another person you have identified to receive them, as required by UK consumer law.

This does not mean that YŪ SEI is responsible for every consequence of inaccurate or incomplete delivery information supplied by the customer.

Delivery evidence will be assessed according to the circumstances of each case.

UNSUCCESSFUL DELIVERY

If the courier is unable to complete delivery, please follow the instructions provided through the tracking service regarding any further delivery attempt or collection.

If a parcel is returned to YŪ SEI because delivery could not be completed, we will review the reason provided by the carrier.

Where the failed delivery arose because of:

  • incorrect or incomplete customer-supplied address information;

  • failure to collect the parcel following reasonable notification;

  • refusal of delivery; or

  • another circumstance attributable to the customer,

we reserve the right, where legally permitted, to require payment of the reasonable cost of another delivery before sending the order again.

LOST OR MISSING ORDERS

If your order has not arrived, or an item appears to be missing from the parcel you receive, please report the issue through your YŪ SEI customer account as soon as possible and preferably within 14 days of dispatch.

Prompt notification allows us to investigate while courier tracking data, photographs, GPS/location information, scans and other delivery records remain readily available.

We may investigate using:

  • tracking information;

  • courier delivery photographs;

  • delivery timestamps;

  • GPS or location information;

  • delivery scans;

  • shipping-address information;

  • parcel weights;

  • dispatch records; and

  • other relevant evidence.

The request to report an issue promptly does not remove statutory rights which cannot lawfully be restricted.

DELIVERY DELAYS

Although we work with our delivery providers to ensure orders arrive within the expected timeframe, delays can occasionally occur.

If your order is significantly delayed, please monitor the tracking information provided and report the issue through your YŪ SEI customer account where necessary.

Under UK consumer law, where no different delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days after the contract is entered into.

Nothing in this policy limits your statutory rights where an order is not delivered within an agreed or legally required timeframe.

INTERNATIONAL SHIPPING

YŪ SEI currently accepts orders for delivery within the United Kingdom only.

International shipping is not currently available.

This policy will be updated when international shipping becomes available.