3.1 Order Processing & Shipping

·      Processing time: We aim to dispatch orders within 1–2 working days. Orders placed after [insert cut‑off time] will be processed the next working day.

·      Shipping options:

·      Standard delivery (2–5 working days) via [insert courier], free for orders over [insert value].

·      Express delivery (1–2 working days) available for an additional fee.

·      We currently ship within the UK only.

·      Delivery estimates: All delivery times are estimates; we are not responsible for delays caused by the courier, public holidays, weather events or other circumstances beyond our control.

·      Tracking: We will provide tracking information where available. If you have not received your order within 10 working days of dispatch, please contact us.

3.2 Returns & Exchanges

·      Non‑returnable items: Due to hygiene and safety reasons, we do not accept returns of consumable products (e.g. matcha powder, ready‑to‑drink beverages) unless they are defective or supplied in error.

·      Returnable items: Merchandise such as apparel, accessories or equipment may be returned within 14 days of receipt, provided they are unopened, unused, and in their original packaging.

·      Return process: To initiate a return, please contact us at [insert returns email] within the return period. We will provide a return authorization and instructions. Returns sent without prior authorization may not be accepted.

·      Return shipping: Customers are responsible for return postage unless the product is faulty or we sent the wrong item. We recommend using a trackable service.

·      Refunds: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 14 day.

·      Exchanges: We do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order.

3.3 Faulty or Incorrect Goods

·      If you receive an item that is defective, damaged or not as described, please contact us within 30 days of receipt with details and photographs where possible. We will provide a replacement or refund and cover any return costs.

3.4 Product Recalls

·      In the unlikely event of a product recall, we will contact affected customers promptly and provide return instructions. We will issue a full refund or replacement for recalled items, regardless of purchase date.

3.5 Contact Information

For shipping or return queries, please contact hello@drinknoosh.com