Shipping policy
Last updated: 11/09/2026
Where we ship from
We hold our stock in Dublin. Every order is packed and sent from our own premises here, which means the goods have already cleared customs before you place your order. We import under the EU and Japan Economic Partnership Agreement, with the statement on origin accepted on our commercial invoices, so there is no duty left to pay on anything you buy from us.
Where we ship to
We deliver to the Republic of Ireland and to most countries in the European Union.
We do not currently deliver to Bulgaria, Cyprus, Greece, Malta or Romania, nor to Northern Ireland, Great Britain, Switzerland, Norway, or anywhere outside the European Union. We expect to add some of these later. If you are outside our delivery area, write to us at hello@makotocollective.com and we will tell you when that changes.
How long it takes
| Destination | Service | Working days |
|---|---|---|
| Republic of Ireland | DPD Ireland | 1 to 3 |
| Europe 1: Austria, Belgium, Czechia, Denmark, France, Germany, Hungary, Lithuania, Luxembourg, Netherlands, Poland, Slovakia, Slovenia | DPD | 2 to 5 |
| Europe 2: Estonia, Italy, Latvia, Spain, Sweden | DPD | 3 to 6 |
| Europe 3: Croatia, Finland, Portugal | DPD | 3 to 7 |
Orders placed before 14:00 on a working day are usually packed the same day, and always within two working days. Orders placed at the weekend or on an Irish public holiday are packed on the next working day.
These are the times our carrier gives us. They are not guaranteed, and weather, strikes and seasonal volume can extend them. Whatever the estimate, we will deliver within 30 days of your order at the latest. If we do not, you may set us a short further period, and if we miss that you may cancel the order for a full refund.
What it costs
Delivery is charged by destination, and it drops once your basket passes a threshold.
| Destination | Delivery | Free or reduced from |
|---|---|---|
| Republic of Ireland | 4.99 euro | Free over 55 euro |
| Europe 1 | 22.99 euro | 9.99 euro over 100 euro |
| Europe 2 | 26.99 euro | 9.99 euro over 100 euro |
| Europe 3 | 35.00 euro | 9.99 euro over 100 euro |
The exact amount is shown in your basket and again at checkout, before you pay. Nothing is added afterwards.
These are our current rates. If we ever need to charge differently for something heavy or oversized — a large ceramic piece, say — the amount will be shown at checkout before you pay, like every other charge.
How we pack
Cosmetics and incense travel well. Ceramics do not, so they are wrapped individually, boxed with enough padding to take a drop, and sent in an outer carton that is not the box you see on the product page. Food is sent sealed as it reaches us, and in warm weather we will hold a matcha order back a day rather than send it into a heatwave.
If a fragile piece arrives broken all the same, photograph the outer box before you unpack any further and keep the packing. The Returns and Refunds Policy sets out what happens next, and the short version is that breakage in transit is ours, not yours.
Customs duty and VAT
On 1 July 2026 the European Union removed the duty relief that used to apply to low value parcels arriving from outside the union, and a customs charge now falls on those parcels. This does not apply to anything you buy from us.
We import in bulk, clear customs once, and hold the stock in Ireland. When you order, the goods are already inside the European Union. There is no duty to collect, no parcel held at a border, and no charge waiting for you at your door.
VAT is included in every price shown on the site. The rate depends on what you are buying: most of what we sell carries the standard Irish rate of 23 per cent, while some foods, tea among them, are zero-rated. For customers in other EU countries we account for VAT under the One Stop Shop scheme at the rate that applies in your country. Either way, the price you see is the price you pay.
Tracking
You will receive an email with a tracking number as soon as your parcel leaves us. If the tracking has not moved for 3 working days, write to us and we will chase it with the carrier.
If your parcel is late, lost or damaged
Write to hello@makotocollective.com with your order number.
If a parcel is confirmed lost by the carrier, we will send a replacement or refund you in full, whichever you prefer. If a parcel arrives damaged, send us a photograph of the outer box and the contents within 7 days of delivery and we will do the same.
We do not ask you to deal with the carrier yourself. That is our job.
Wrong address, and parcels that are not collected
If an order is returned to us because the address was incomplete or incorrect, we will contact you and resend it once you confirm the correct address. A second delivery charge applies in that case, because the carrier charges us twice.
The same applies to a parcel that comes back because it was not collected from a DPD point within the time DPD allows. You can have it resent for a second delivery charge, or cancel for a refund of the goods. If the failed delivery was our fault, neither charge applies and you keep the original delivery cost too.
Questions
Write to hello@makotocollective.com. We answer within one working day. If you want to understand how ordering from us compares with ordering from outside the European Union, ask and we will explain it.