Kyoto Uji Ceremonial Matcha 30g (Limited Edition)

Overall, we're happy with the Heapwell Matcha we ordered. The pricing is very reasonable, and the quality has been excellent. One thing we weren't aware of before purchasing was the relatively short shelf life—our batch expires within 1–2 months of receipt. We did receive 40g instead of the 30g listed, which was a nice bonus and helps offset the concern. However, it would have been helpful to know the expiration timeframe in advance so we could better plan our usage and ordering schedule.

They treat their customers like idiots. I emailed them many times, but they never replied. Only after I left an honest review criticizing their poor service did they finally respond — and instead of addressing the issue properly, they blamed me and claimed I had misunderstood the situation.
Please read the following genuine experience.
They sell products that are close to expiry without properly informing customers, which goes against the spirit of UK consumer protection principles. After receiving products with a very short shelf life, I requested a partial refund. Instead, they offered two replacement products, which I accepted. I then asked Ash to provide dispatch confirmation and tracking details for the replacements.
After that, he completely stopped responding.
More than 10 days passed without any reply or delivery. I emailed him again requesting an update because I had neither received the products nor any communication from him. Once again, my email was ignored.
Shortly after my follow-up, I received only one of the replacement products that had been promised. The other product never arrived.
It has now been over a month since the original order and more than three weeks since I accepted their replacement offer, and I am still waiting for the remaining item. I have repeatedly asked Ash for an update, but he has never responded.
As a result, I left an honest review. This time, Kiara responded, but she clearly had not read the previous correspondence at all. Instead, she blamed me for “misunderstanding” the situation and continued treating the customer like an idiot.
Seriously, this company and its employees show no respect for their customers and only try to defend themselves rather than resolve issues properly.
Officially, this has probably been the worst online shopping experience I have ever had. I have never encountered such dishonest behaviour from both an individual employee and a company.
Avoid this business if you do not want to deal with misleading sales practices and extremely poor customer service.
In my opinion, the way they conduct business goes completely against the spirit of UK consumer protection rules.

In the beginning of May, I ordered four tins of expensive matcha because they were on sale. I was extremely disappointed to discover that all of the products had very short expiry dates, with every item expiring before July 2026.

At no point before purchase was this clearly disclosed on the website. Had this information been provided, I would never have placed the order. Failing to make customers aware of such a limited shelf life is misleading and falls far below reasonable consumer expectations. Under UK consumer protection principles, material information that may affect a customer’s purchasing decision should be clearly stated before the sale. I therefore consider this to be an unacceptable sales practice.

In an attempt to resolve the matter amicably, I requested a partial refund of £20.

Instead of offering the refund, Ash replied to my email and offered two tins of a different type of matcha as compensation. I considered this a reasonable proposal, so I accepted the offer and asked him to provide a dispatch confirmation and tracking details for the replacement products.

After that, he completely stopped responding.

More than 10 days passed without any reply or delivery. I emailed him again requesting an update because I had neither received the products nor any communication from him.

Once again, he ignored my email. Shortly after my follow-up, I received only one of the replacement products he had promised. The other product never arrived.

It has now been over a month since the original order and more than 3 weeks since I accepted their offer, and I am still waiting for the remaining replacement item. I have repeatedly asked Ash for an update, but he has never responded.

This has probably been the worst online shopping experience I have ever had. I have never come across such dishonest behaviour from both an individual and a company. Avoid this business if you do not want to deal with misleading sales practices and extremely poor customer service. In my opinion, the way they conduct business is completely against the spirit of UK consumer protection rules.

Better color and flavor than most matchas I’ve bought at this price, but I did not know I was ordering from the UK.

Very high quality matcha I like it very much