At VAEL, our goal is to make every part of your ceremonial matcha routine effortless—starting from the moment you place your order to your daily 60-second shake ritual.
We believe true luxury is built on transparency and dependability. Whether you are ordering a single box of Pocket Matcha or managing a monthly subscription, here is everything you need to know about our dispatch timelines, tracking, returns, and customer care.
1. Fast & Reliable Dispatch
We prepare and pack every order with care so your tea arrives fresh and ready for your morning routine.
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48-Hour Dispatch: All orders are dispatched within 48 working hours of being placed.
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Full Tracking Included: Once your parcel is on its way, you will automatically receive a tracking confirmation email with a live link so you can follow its journey directly to your door.
2. 14-Day Return Policy & Food Safety
We want you to shop with absolute confidence. Because VAEL Matcha is a pure, food-grade ceremonial product consumed daily, maintaining the highest hygiene and food safety standards is our top priority.
Our Return Guidelines
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14-Day Window: Unopened and unused items in their original condition and packaging may be returned within 14 days of delivery.
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Food Safety Standards: For hygiene and food safety reasons, we cannot accept returns on opened food products once the protective seal has been broken.
These measures guarantee that every order leaving our facility is 100% untampered, fresh, and safe for our community.
3. Damaged or Incorrect Orders? We’ll Make It Right
If your parcel arrives damaged in transit, contains an incorrect item, or if there is any issue with your delivery, we are here to resolve it immediately.
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How to Reach Us: Simply email our team at contact@vaelleaf.com.
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Rapid Support: Our customer support team aims to respond to all enquiries within 24 working hours.
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Return Labels: We will guide you through the return steps and provide a return shipping label where applicable.
4. Helpful FAQs
How do I modify or pause my subscription?
If you are on a Monthly Pocket Matcha Subscription, you have total flexibility. You can pause, skip a delivery, adjust your frequency, or cancel anytime with zero friction through your customer account portal.
What should I include in my email if my order is damaged?
Please include your order number, a brief description of the issue, and a clear photo of the damaged package. This helps our support team process a replacement or solution right away.
Where can I learn more about preparing my matcha?
If you have questions on getting the smoothest, clump-free blend in under 60 seconds without a whisk, check out our Full FAQ & Preparation Guide.
Shop with Total Peace of Mind
From high-altitude, 1st-harvest sourcing in Guizhou to our dedicated 24-hour customer care, we are committed to delivering an exceptional, reliable matcha experience every single day.
👉 Have a question about an existing order? Contact us anytime at contact@vaelleaf.com.
👉 Ready to begin your ritual? Explore VAEL Pocket Matcha Today.
