Questions
Everything you might want to know about our matcha, our ceramics, and getting an order to your door. If something isn't covered here, we're glad to help.
Orders & Shipping
Where do you ship from, and where do you ship to?
Every order is packed and shipped by hand from our Brooklyn studio. We ship worldwide; available destinations and rates are shown at checkout.
How much does shipping cost?
All domestic orders ship free, with no minimum spend. 2-Day Express is available for $25 if you need it sooner. International rates are calculated at checkout based on your destination and carrier.
How long will my order take?
Orders are prepared within 1–3 business days. Domestic delivery typically takes 3–7 business days; international 7–14, depending on the destination and customs.
Will I be charged customs or duties?
International orders may incur import duties or taxes set by your country. These are not included in our prices and are the responsibility of the recipient.
Can I track my order?
Yes. You'll receive a confirmation email when you order and a tracking link as soon as your parcel ships.
The Matcha
What grade is Hazuki?
Hazuki is a ceremonial-grade, first-harvest (ichibancha) matcha from family-run farms in Uji, Kyoto — the youngest, sweetest leaves of the year, shade-grown and stone-milled.
How should I store it?
Keep the tin sealed, cool, and away from light and air. Matcha is delicate; for the brightest colour and flavour, enjoy within a few weeks of opening.
How many servings are in a tin?
A 30g tin makes roughly 15–20 bowls of usucha, depending on how generously you scoop.
Does matcha contain caffeine?
Yes — but paired with the amino acid L-theanine, which gives matcha its calm, sustained focus rather than the sharp lift of coffee.
The Ceramics & Care
Why does each bowl look different?
The crystalline and flow glazes are formed by fire, not paint. Crystals bloom and colours drift during the firing, so the size, shape, and placement are unique to every piece. No two are ever alike.
Are the bowls food-safe?
Yes. Each piece is high-fired to full vitrification and finished with a clear, food-safe dinnerware glaze.
How do I care for my bowl?
Hand wash with warm water and a soft cloth. Avoid abrasive sponges, harsh detergents, and the dishwasher, which dull the surface over time. Warm the bowl with a little hot water before whisking.
Are slight variations a defect?
No — small differences in size, weight, and colour are the signatures of a piece made by hand and finished by fire, not flaws.
Returns & Exchanges
What is your return policy?
Unused ceramics in their original packaging may be returned within 14 days of delivery. For full details, see our returns policy.
Can I return matcha?
For food-safety reasons, opened matcha cannot be returned. If a tin arrives damaged or sealed incorrectly, contact us and we'll make it right.
My piece arrived damaged — what do I do?
We're sorry. Email us within 7 days of delivery with a photo and your order number, and we'll arrange a replacement or refund.
Still wondering?
We'd love to help.
Reach out and a member of the soqi team will get back to you within one business day.