Shipping Terms

At Maddie’s, we aim to deliver your order smoothly, thoughtfully, and with care — just like everything else we do.

Order Processing

All orders are processed within 1–3 business days (excluding weekends and public holidays).
Once your order has been dispatched, you’ll receive a confirmation email with tracking details.

Delivery Times

Delivery times vary depending on your location and the shipping method selected at checkout. Estimated delivery times will always be shown before you complete your purchase.

Please note that delivery times are estimates and may occasionally vary due to factors outside our control.

Shipping Costs

Shipping costs are calculated at checkout based on:

  • Your delivery address

  • The size and weight of your order

You’ll always see the final shipping cost before placing your order — no surprises.

UK Delivery

We currently deliver across the United Kingdom.
If you’re unsure whether we deliver to your area, feel free to get in touch before ordering.

Delays & Issues

While we do our best to meet delivery timelines, delays can occasionally occur due to courier issues, weather conditions, or high demand periods.

If your order is delayed or arrives damaged, please contact us as soon as possible so we can help resolve it.

Incorrect Address

Please ensure all delivery details are correct at checkout.
Maddie’s cannot be responsible for orders delayed or lost due to incorrect address information provided by the customer.

Contact Us

If you have any questions about shipping or your order, we’re always happy to help.

📧 Email: contact@maddie-s.com

About Matcha

What is matcha?

Matcha is a finely milled green tea powder, made from shade-grown tea leaves. Unlike regular tea, you whisk the whole leaf into water or milk, so you're drinking the full leaf, not just an infusion.

What does matcha taste like?

Good matcha is smooth, slightly grassy, and naturally sweet, with no bitterness. Ours is Okumidori, a cultivar grown in Mie prefecture, Japan, and has a gentle, creamy flavour that works beautifully on its own with water, or as a latte with oat milk.

Where does your matcha come from?

Our matcha is Okumidori, grown in Mie prefecture, Japan, one of the country's oldest tea regions. It's a first-harvest spring matcha, stone-milled the traditional way. We chose it after tasting a lot of matcha, and it's the one we're proud to put our name on.

How is matcha different from regular green tea?

Green tea is steeped and the leaves discarded. Matcha is the leaf itself, ground to a powder and whisked in, so you get more caffeine, more antioxidants, and a fuller flavour per cup.

Products & Making Matcha

How do I make matcha at home?

Sift 2-3g into a bowl or cup. Add a small amount of hot water at around 70 to 80°C, not boiling. Whisk in a zigzag motion until frothy, then top with steamed milk or more water to taste.

How many cups does a 30g tin make?

About 10-15 cups, using roughly 2-3g per serving.

Do I need a special whisk?

A bamboo whisk (chasen) makes it much easier to get a smooth, froth-topped cup without clumps. Our matcha kit includes one, or you can buy the whisk separately.

Is your matcha vegan and dairy-free?

Yes. Our matcha is 100% green tea with no additives, vegan and dairy-free as standard. What you add to it, milk, oat milk, water, is up to you.

How should I store my matcha?

Keep it sealed, cool and out of sunlight, away from moisture and strong odours. Best used within 3 months of opening.

Ordering & Shipping

How long does delivery take?

Orders are dispatched within 1-2 working days if placed by 2pm, using Royal Mail Tracked. You'll get a tracking link by email once it's on its way.

Do you deliver outside the UK?

Not yet, we currently ship within the UK only. Email us if you're overseas and keen, we're always looking at ways to expand.

Can I change my delivery address after ordering?

If your order hasn't been dispatched yet, email us straight away and we'll do our best to update it. Once dispatched we're unable to redirect it.

Returns & Issues

What's your returns policy?

30-day returns on unopened, unused items in their original packaging. See our full Refund Policy for details.

My order hasn't arrived, what do I do?

Check your dispatch confirmation email for tracking first. If it's significantly overdue or tracking isn't updating, email us with your order number.

Something arrived damaged or wrong, what now?

Email us as soon as possible with your order number and a photo if you can. We'll sort a replacement or refund.

Visiting the Café

Where are you based?

Unit 39, Gunwharf Quays, Portsmouth PO1 3TZ, opposite Ralph Lauren, a short walk from the car park.

What are your opening hours?

Monday to Saturday, 9:30am to 8pm. Sunday, 9:30am to 6pm.

Can I order online for pickup or delivery from the café?

Not yet, online orders are for shipped matcha and accessories only. For café drinks, come and see us in person.