Contact information

Koko Cha

Email: hello@kokocha.com

Physical address: 30 North Gould Street Suit N, Sheridan WY 82801, United States

At KOKO CHA, we approach everything with intention—including how we care for you after purchase. We take great pride in the quality of our matcha, and we hope every order brings you a moment of calm. If something isn’t quite right, we’re here to help under the guidelines below.

Returns

We accept returns under the following conditions:

• Items must be unused, unopened, and in their original packaging

• Return requests must be submitted within 7 days of delivery

• Customers are responsible for return shipping costs, unless the item arrived damaged or incorrect

• Refunds are issued after the returned item is received and inspected

To begin a return, please contact us at hello@kokocha.com with your order number and details.

Refunds

Once your return is received and reviewed, we’ll notify you of its approval status.
Approved refunds will be processed to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to post the refund.

Damages & Order Issues

Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, reach out to us immediately so we can make it right.

Non-Returnable Items

For safety and quality reasons, certain items cannot be returned, including:

• Perishable goods (such as matcha and other consumables)

• Custom or personalized items

• Personal care products

• Hazardous or flammable materials

• Sale items and gift cards

If you’re unsure whether your item qualifies, feel free to contact us—we’re happy to clarify.

Exchanges

To receive a different item, we recommend returning your original purchase (if eligible) and placing a new order once the return is approved. This allows us to process requests as quickly as possible.

European Union Customers

If your order is shipped to the European Union, you may cancel or return your purchase within 14 days of delivery, in accordance with EU consumer protection laws. Items must be unused, unopened, and returned in their original packaging, along with proof of purchase.

Route Package Protection

Route Package Protection is automatically added at checkout for added peace of mind. You may opt out if you prefer; however, orders without Route coverage are not protected against loss or damage in transit.

Route Protection cannot be added after purchase. If your order has not yet been fulfilled, it may be canceled and reordered with Route Protection included.