Shipping policy

SHIPPING POLICY

Last updated: 12 August 2026

This Shipping Policy applies to orders placed through matsudai.co.uk and fulfilled by Matsudai at Home Ltd.

SHIPPING COST

Standard shipping is £5.75 per order.

Orders with a qualifying total of £70 or more receive free standard shipping automatically.

The qualifying order value is calculated after any discounts have been applied and before shipping charges.

WHERE WE DELIVER

We offer delivery to most UK mainland addresses.

Unfortunately, there are some postcodes and areas that our delivery partners are unable to service, particularly certain remote locations, islands and areas where next-day delivery is unavailable.

Courier coverage can change, and there may occasionally be restricted postcodes that are not listed individually on our website.

If we are unable to deliver to your address after you place an order, we will contact you and refund any affected order in full.

DISPATCH AND DELIVERY DAYS

We dispatch orders Monday to Friday for next-day delivery Tuesday to Saturday.

Orders placed before 2pm Monday to Friday will normally be dispatched that day for delivery the following day.

Orders placed after 2pm will normally be dispatched on the next working dispatch day.

For example:

  • order before 2pm on Monday → expected delivery Tuesday;

  • order before 2pm on Friday → expected delivery Saturday;

  • order after 2pm on Friday or during the weekend → expected dispatch Monday and delivery Tuesday.

Delivery dates are estimates rather than guaranteed delivery times. Occasionally circumstances outside our control may cause delays.

TRACKING

When your order is dispatched, tracking information will be sent to the email address provided with your order.

Please check your tracking information for the latest delivery updates.

It is your responsibility to make sure the email address and other contact information provided when ordering are correct.

IF YOU ARE NOT HOME

Our delivery partner may leave your parcel in a suitable safe place or with a neighbour if nobody is available to receive it.

Where available, you may also be able to manage your delivery preferences through the courier's tracking service.

Please check your tracking information if your parcel is shown as delivered but you cannot immediately locate it.

DELIVERY ADDRESS

It is your responsibility to provide a complete and accurate delivery address when ordering.

Please check your address carefully before completing checkout, particularly your:

  • house or flat number;

  • street;

  • postcode;

  • building or access information;

  • contact telephone number.

If you realise that you have entered an incorrect address, contact athome@matsudai.co.uk as soon as possible.

We will try to help where we can, but we cannot guarantee that an address can be changed once an order has entered the fulfilment or courier network.

Where a delivery problem results from incorrect or incomplete information supplied by the customer, additional delivery charges may apply if the parcel needs to be sent again.

This does not affect your statutory rights where the delivery problem is our fault or the courier's responsibility.

DELAYS

Our products are packed and shipped with next-day delivery in mind, but courier delays can occasionally happen.

If a parcel is delayed in transit, the courier will normally attempt delivery on the following day.

Please continue to follow the tracking information provided and contact athome@matsudai.co.uk if your parcel has not arrived as expected.

We remain responsible for resolving delivery problems with the courier and will work with you where an order is significantly delayed, lost or arrives in an unacceptable condition.

MISDELIVERED OR MISSING PARCELS

If your tracking shows that your order has been delivered but you cannot find it, please first check:

  • any safe places around the property;

  • with members of your household;

  • with immediate neighbours;

  • the courier tracking information and any delivery photograph or instructions.

Couriers may leave parcels in a safe place or with a neighbour where appropriate.

If you are still unable to locate the parcel, contact athome@matsudai.co.uk and we will investigate with the courier.

If a parcel has genuinely been lost or misdelivered, we will work with you to resolve the issue in accordance with your statutory rights.

FROZEN PRODUCTS

Many Matsudai at Home products are supplied frozen.

When your order arrives, please unpack it promptly and store each product as directed on the packaging or accompanying instructions.

Products may soften slightly during transit. This does not necessarily mean that they are unsafe or unsuitable to use.

If you have concerns about the condition or temperature of a product when it arrives, please contact athome@matsudai.co.uk promptly, ideally with photographs of the parcel and affected products.

Do not consume a product if you believe it may be unsafe.

DAMAGED ORDERS

Please inspect your parcel when it arrives.

If an item is damaged, leaking, incorrect or otherwise not in the condition you expected, contact athome@matsudai.co.uk as soon as possible.

Where possible, please include:

  • your order number;

  • a description of the issue;

  • photographs of the outer packaging;

  • photographs of any damaged or affected products.

This helps us resolve the issue quickly and raise any necessary claim with our delivery partner.

DELIVERY RESPONSIBILITY

We are responsible for your order while it is in transit until it has been delivered to you, or to another person or location you have authorised where applicable.

Nothing in this Shipping Policy limits your statutory rights relating to delayed, lost, damaged or incorrectly delivered goods.

CHANGES TO SHIPPING

We may occasionally change our delivery charges, free-shipping threshold, delivery areas, dispatch days or courier arrangements.

The shipping information and charges shown at checkout when you place your order will apply to that order.

During particularly busy periods, public holidays, adverse weather or other exceptional circumstances, dispatch and delivery times may be longer than usual. Where practical, we will communicate significant changes through our website or directly to affected customers.

CONTACT

For questions about shipping or an existing Matsudai at Home order, please contact:

Matsudai at Home Ltd
Unit 7C, Rombourne Business Park
Moy Road Industrial Estate
Taffs Well
CF15 7QR
United Kingdom
athome@matsudai.co.uk