--- title: "Frequently asked questions | RINSUMILA" description: "Answers about ordering, shipping, payment, subscriptions and storage." url: "https://rinsumila.com/en/faq" image: "https://rinsumila.com/og/rinsumila-c901f058.png" lang: "en-US" generated: "2026-10-02T15:24:05.133Z" source: "rinsumila.com, HTML converted to Markdown at origin" --- # Frequently asked questions ## Ordering and payment ### No, you can order as a guest. A subscription needs an account. With an account you also see your orders and can save addresses. ### Payment is handled by Stripe. There you see the payment methods available for your country. ### On request we email you the invoice. Companies with a VAT ID always receive it. Write to us with your order number. ### As long as the order has not shipped you can cancel it in your account or via the link in the confirmation email. Otherwise write to us as soon as possible. ## Subscription ### You choose the product and the interval (every 30, 45 or 60 days). With a subscription the price per delivery is lower than with a one-off purchase. ### Yes, at any time and with no minimum term. In your account you can pause (up to 90 days), skip the next delivery, change the interval or cancel. You can also cancel without logging in via the “Cancel contracts here” link in the footer. ## Shipping and delivery ### We deliver from Germany to the EU as well as to Switzerland and Liechtenstein. The current list of countries is on the Shipping and payment page. ### The cost depends on the delivery country and shipping is free above a certain order value. The current amounts are on the Shipping and payment page and in the cart. ### As soon as the parcel is on its way you receive an email with the tracking number and a tracking link. ## Product and storage ### The storage instructions are on the pack and on the product page under product information. ### Both are on the pack. Via the QR code or the Check your batch page you see the details of your batch. ## Withdrawal and complaints ### Yes, you can withdraw from the contract. The details and an exception for sealed goods are in the withdrawal policy. Online you can do it via the “Withdraw from contract” link in the footer. ### Write to us with your order number and photos of the packaging and the product. We reply within 24 hours on business days. ```json [{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"Do I need an account to order?","acceptedAnswer":{"@type":"Answer","text":"No, you can order as a guest. A subscription needs an account. With an account you also see your orders and can save addresses."}},{"@type":"Question","name":"How can I pay?","acceptedAnswer":{"@type":"Answer","text":"Payment is handled by Stripe. There you see the payment methods available for your country."}},{"@type":"Question","name":"Will I get an invoice?","acceptedAnswer":{"@type":"Answer","text":"On request we email you the invoice. Companies with a VAT ID always receive it. Write to us with your order number."}},{"@type":"Question","name":"Can I change or cancel my order?","acceptedAnswer":{"@type":"Answer","text":"As long as the order has not shipped you can cancel it in your account or via the link in the confirmation email. Otherwise write to us as soon as possible."}},{"@type":"Question","name":"How does the subscription work?","acceptedAnswer":{"@type":"Answer","text":"You choose the product and the interval (every 30, 45 or 60 days). With a subscription the price per delivery is lower than with a one-off purchase."}},{"@type":"Question","name":"Can I pause or cancel?","acceptedAnswer":{"@type":"Answer","text":"Yes, at any time and with no minimum term. In your account you can pause (up to 90 days), skip the next delivery, change the interval or cancel. You can also cancel without logging in via the “Cancel contracts here” link in the footer."}},{"@type":"Question","name":"Where do you deliver?","acceptedAnswer":{"@type":"Answer","text":"We deliver from Germany to the EU as well as to Switzerland and Liechtenstein. The current list of countries is on the Shipping and payment page."}},{"@type":"Question","name":"How much does shipping cost?","acceptedAnswer":{"@type":"Answer","text":"The cost depends on the delivery country and shipping is free above a certain order value. The current amounts are on the Shipping and payment page and in the cart."}},{"@type":"Question","name":"Where is my parcel?","acceptedAnswer":{"@type":"Answer","text":"As soon as the parcel is on its way you receive an email with the tracking number and a tracking link."}},{"@type":"Question","name":"How should I store matcha?","acceptedAnswer":{"@type":"Answer","text":"The storage instructions are on the pack and on the product page under product information."}},{"@type":"Question","name":"How do I find the lot number and best-before date?","acceptedAnswer":{"@type":"Answer","text":"Both are on the pack. Via the QR code or the Check your batch page you see the details of your batch."}},{"@type":"Question","name":"Can I withdraw?","acceptedAnswer":{"@type":"Answer","text":"Yes, you can withdraw from the contract. The details and an exception for sealed goods are in the withdrawal policy. Online you can do it via the “Withdraw from contract” link in the footer."}},{"@type":"Question","name":"My order arrives damaged. What should I do?","acceptedAnswer":{"@type":"Answer","text":"Write to us with your order number and photos of the packaging and the product. We reply within 24 hours on business days."}}]},{"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://rinsumila.com/en"},{"@type":"ListItem","position":2,"name":"FAQ","item":"https://rinsumila.com/en/faq"}]}] ```