FAQs

Got questions? We've got answers! Learn more about our specialty products, ordering process, shipping and more.

Product

What makes Maison Koko unique?

Maison Koko stands out for its dedication to freshness, ethical sourcing, and sustainability. Our matcha and specialty powders are guaranteed to be no older than 6 months, ensuring peak flavour and nutritional value. To maintain this level of freshness, we procure our matcha and other powders every two weeks, shipping them directly via DHL Express.

We are also committed to ethical sourcing, partnering with top-notch boutique farms that prioritise sustainable farming practices. By working with these carefully selected farms, we ensure that our products not only deliver premium quality but also support responsible and environmentally friendly methods of cultivation.

How fresh are Maison Koko’s matcha range and other specialty powders?

Our matcha and specialty powders are always no older than 6 months from the time of harvest, ensuring you receive the freshest product possible. We procure our products directly from the source every two weeks, delivered via DHL Express to maintain optimal freshness.

Where does Maison Koko source its products from?

We source our matcha from Japan’s most renowned tea-growing regions, specifically from boutique farms in Yame and Uji. These regions are famous for their high-quality tea production, with each offering unique flavour profiles that reflect the care and tradition of Japanese tea-making. Our specialty powders and latte mixes are also sourced from top-notch farms across the world.

Please check the product descriptions for the exact origin of your desired product.

Are your products tested for quality and freshness?

Yes, all of our products undergo strict quality control checks to ensure they meet our high standards for freshness, flavour, and nutritional content. We’re committed to delivering only the best to our customers.

We exclusively release products that score 8 out of 10 or higher.

Are your matcha range and powders organic?

All our matchas and premium powders are 100% organic. For more details on latte mixes, please refer to their product descriptions.

What grades of matcha does Maison Koko offer?

We offer a variety of matcha grades to suit different tastes and purposes. This includes Ceremonial Grade and Premium Grade. Additionally, we provide Premium Ceremonial Single Cultivar Matcha for those seeking the highest-quality, purest flavours from specific tea cultivars.

Are Maison Koko products suitable for vegetarians and vegans?

Yes, all of our matcha and specialty powders are 100% vegan. Our products are made from pure, natural ingredients with no animal-derived additives or processing agents.

Where can I find the nutrition information for each product?

Simply navigate to the product you’re interested in, and click on the "Nutrition Information" tab.

Does matcha expire? How long does it last?

Yes, matcha does have a shelf life. While it doesn't "expire" in the traditional sense, it can lose its freshness and flavour over time if not stored properly. At Maison Koko, we record the packing date of our matcha and powders to ensure maximum transparency and freshness.

For the best experience, we recommend using your matcha within 6 months of opening. Our matcha and other powders are procured every two weeks to ensure you're getting the freshest possible product, and they are shipped promptly via DHL to minimise time in transit.

To maintain the best quality, store your matcha in a cool, dark place and ensure the container is sealed tightly after each use.

How should I store my matcha to keep it fresh?

To maintain the freshness of your matcha, we recommend storing it in an airtight container in a cool, dry place, away from light and moisture. Once opened, refrigerating the matcha can help extend its shelf life, but always ensure the container is sealed to prevent moisture from getting in.

For more information, read our article "Top Tips for Storing Matcha Right and Fresh."

Order & Shipping

How long will it take to get my order?

Australia

Standard Shipping (1-10 Business Days): $10 AUD for orders under $99. Free for orders $99 and over.

  • QLD, NSW: 1-3 business days
  • VIC, ACT, SA: 2-5 business days
  • WA, TAS, NT: 6-10 business days

Express Shipping (1-2 Business Days): $25 AUD

New Zealand

Standard Shipping (5-10 Business Days): $15 NZD for orders under $150 NZD.

Express Shipping (3-7 Business Days): $30 NZD for orders under $150 NZD. Free for orders $150 and over. 

International (Asia) 

Standard Shipping (5-15 Business Days): $15 AUD for orders under $150. Free for orders $150 and over.

Express Shipping (3-7 Business Days): $30 AUD

International (Europe & Middle East) 

Standard Shipping (6-18 Business Days): $15 AUD for orders under $150. Free for orders $150 and over.

Express Shipping (5-10 Business Days): $35 AUD

Do you offer international shipping?

Yes, Maison Koko ships internationally. Shipping costs and delivery times will vary depending on your location.

New Zealand

Standard Shipping (5-10 Business Days): $15 NZD for orders under $150 NZD.

Express Shipping (3-7 Business Days): $30 NZD for orders under $150 NZD. Free for orders $150 and over. 

International (Asia) 

Standard Shipping (5-15 Business Days): $15 AUD for orders under $150. Free for orders $150 and over.

Express Shipping (3-7 Business Days): $30 AUD

International (Europe & Middle East) 

Standard Shipping (6-18 Business Days): $15 AUD for orders under $150. Free for orders $150 and over.

Express Shipping (5-10 Business Days): $35 AUD

How can I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to monitor the progress of your delivery via the link provided in the same email. If it is taking longer than expected, contact us at hello@maisonkoko.com to track the order urgently and inform you.

What if my order arrives damaged or incorrect?

If your order arrives damaged or if you receive the wrong item, please email hello@maisonkoko.com immediately. We’ll work with you to resolve the issue as quickly as possible.

Is same day dispatch available?

Yes. Same day dispatch is available for orders received before 12pm AEST. You can also choose Express Shipping during checkout.

What is your return policy?

We accept returns for most products within 14 days of purchase, provided the items are unopened and in their original condition. For more details, please review our full return policy.

How do I return an item?

To initiate a return, email our customer service team at hello@maisonkoko.com with your order number and the reason for your return. We’ll provide you with further instructions on how to return your item.

Other

What payment types does Maison Koko accept online?

We accept all major credit cards and payment methods, such as PayPal, Amex, Mastercard, Visa, Zip Pay, Afterpay, and Apple Pay.

Can I buy now and pay later?

Yes. You can select Afterpay or Zip Pay during checkout under the "Payment" tab.

Where I should apply discount codes?

When you are offered a discount code, you can apply it during checkout.

Can I apply discount codes on all Maison Koko products?

You can apply discount codes on all products except for bundles and sale items, which are already discounted. Please also note that you cannot use a code in conjunction with any other promo codes.

Is my personal information kept safe with Maison Koko?

We take various measures to ensure your information is kept secure when purchasing online. If, for any reason, you believe your card has been utilised for a Maison Koko purchase without your authorisation, please contact us.

Any question?

You can contact us through our contact page! We will be happy to assist you.