Shipping & Returns
At Baisao, every order is handled with the same care we bring to sourcing our Teas and Matcha. We want your experience from checkout to first sip to feel considered, not transactional.
Shipping
We ship worldwide from our warehouse in the Netherlands. Orders are processed within 1 business day and delivered within 3 to 7 business days, depending on your location. All shipments include tracking.
| Destination | Shipping Cost |
|---|---|
| Netherlands | €4.40 to €6.35 |
| Europe | €9.50 to €12.50 |
| Rest of World | €21.00 to €32.00 |
The rate applied to your order depends on the size and weight of your parcel and is calculated automatically at checkout. Smaller orders shipped in letterbox format fall at the lower end of the range. Larger or heavier orders are shipped in a standard parcel at the higher end.
A note on international orders. Customs duties and import taxes are the responsibility of the customer and vary by country. If you are unsure what applies to your region, we recommend checking with your local customs authority before ordering.
Returns
Tea and Matcha are non-returnable. Because our products are consumable and handled with strict quality standards, we cannot accept returns on any Tea, Matcha, or other consumable items once they have left our facility. This protects every customer who receives a Baisao product.
Accessories are returnable. If you are not satisfied with an accessory purchase, reach out to us and we will find a solution together. We review every case individually and our standard is simple: if something is not right, we make it right.
To initiate a return on an accessory, contact us through the contact form on our website. Include your order number and a brief description of the issue. We will respond within 2 business days.
Items must be unused, in original condition, and in original packaging to qualify for a return.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, contact us immediately through our contact form. We will arrange a replacement or full refund at no cost to you. We ask that you include a photo of the item and your order number so we can resolve it quickly.
Questions
If anything is unclear, we are easy to reach. Use the contact form on our website and we will get back to you within 2 business days. We are a small, dedicated team and every message is read by a real person.