Frequently Asked Questions

When will my pre-order ship?
Koi Matcha is currently available for pre-order while we prepare our first batch. As our stock is still on its way to us, we don’t have a confirmed dispatch date just yet.

We’ll keep you updated by email and will begin preparing pre-orders as soon as our matcha arrives. Orders will be fulfilled in the order they were placed.

What does pre-order mean?
Pre-ordering means reserving your Koi Matcha before it is physically in stock and ready for dispatch. Your payment is taken when you place your order, and your matcha will be shipped once our stock arrives and your order is ready.

Why is Koi available for pre-order?
We’re opening Koi in limited batches rather than waiting for every tin to arrive before welcoming our first customers. Pre-ordering lets you reserve yours from the incoming batch before general availability.

Will I receive updates about my order?
Yes. We’ll keep you updated using the contact information provided with your order, particularly if there are any significant changes to the expected fulfilment timeline.

How long will delivery take once my order has shipped?
Delivery time begins once your order has been dispatched, not from the date the pre-order was placed. You’ll receive an update once your order is on its way.

Can I order more than one tin?
Absolutely. You can order multiple tins while stock from the incoming batch remains available.

How should I store my matcha?
Keep your matcha tightly sealed and away from heat, light, moisture and strong odours. For the best colour and freshness after opening, we recommend keeping it refrigerated in its sealed tin.

Where is Koi Matcha from?
Our matcha is sourced from Yame, Japan, a region with a long history of Japanese tea cultivation.

How can I contact Koi?
If you have a question about your pre-order or anything else, please contact us through our website or our listed customer-service contact details. Please include your order number when contacting us about an existing order.