Shipping & Delivery Inquiries
Most of the answers to the questions we receive from our customers regarding shipping and late deliveries are covered in detail on our FAQs page.
The fastest way to get a detailed response to your query is to fill in the contact form below.
DO YOU NEED TO CHANGE THE SHIPPING ADDRESS ON YOUR ORDER?
There are 2 ways you can do this;
- The recommended way – wait until you receive a confirmation email from DHL couriers where they offer an option to authorize the delivery without signature, or for other delivery options. You should receive the confirmation email within 2 business days of placing your order. Or…
- Alternatively, you can submit your new shipping address by clicking on the ‘CHANGE YOUR SHIPPING ADDRESS’ button located just below this paragraph. If you choose to use the form to change your address, this must be done within 2 hours of placing your order. If you miss this deadline then you will need to make the change via DHL once you receive your tracking/waybill number.
click to change your shipping address
Click for all other shipping inquiries
DO YOU NEED TO URGENTLY CANCEL YOUR ORDER?
Urgent cancellations must be made within 12 hours of placing your order to ensure shipping is canceled. Please do not click this button if your order has been shipped already.
If your order has been shipped please click below to view your options;
CLICK HERE TO VIEW our Returns, refused orders & cancellation policies
Refund Policy for orders Lost in Transit
Very occasionally orders are delayed for reasons which are totally beyond our control, for example – worker strikes, pandemics, and customs delays. Due to this, we can only offer a refund or a free replacement after a period of 6 weeks from the time we received your order has expired.
Refund Policy for Order Cancellations and Returned Orders
All Policies take effect from the moment that your order is received by us.
Refused Order Policy
If you decide to refuse your order on delivery, the refused order will be subject to an 80% charge to cover our costs. Matula Tea cannot be reimported back to the country of source and has to be destroyed. Shipping and handling fees will not be refunded.
Our supplier honors all refunds authorized by us. All refunds are paid via PayPal only (being the source of the original payment for the goods). Please note that due to money laundering legislation, refunds can only be made via the source of the payment (www.PayPal.com).
No Returns Policy
We cannot accept product returns. This is because Matula Tea cannot be reimported back to the country of source and gets destroyed in the process.
Orders not claimed after a delivery attempt, or after a contact attempt by our courier, will be treated as a refused order and will be subject to an 80% charge to cover our costs. Shipping and handling fees will not be refunded on returned items.
By reading this you agree to the terms and conditions of the above policy.
Order Cancellation Policy
Cancellations within 12 hours of order can be made by clicking here. Every effort will be made to cancel your order before it has been shipped. Note that we ship all orders within 1 business day of receipt. Refunds can only be processed if we are still in possession of the merchandise. A handling fee of 10% may apply.
If you decide to cancel your order after it has been shipped, this will be subject to a minimum 80% charge. Shipping and handling fees will not be refunded.
If you decide to refuse your order on delivery, this will be subject to an 80% charge as per our Refused Order Policy above. Shipping and handling fees will not be refunded.
By returning merchandise to us, you agree to the terms and conditions of the above policies.
Incorrect Address Policy
If your address is incorrect and has been shipped already, then you will need to contact the courier to redirect your parcel to your correct address. When you have provided us with an incomplete address, we will contact you to reconfirm or correct your address details before handing your order to our couriers. Orders shipped to the wrong address as given by you will not be refunded.
If you wish to claim a refund in terms of our Money Back Guarantee then please click here. The above refund policies do not apply to the terms and conditions of our Money-Back Guarantee.
Avoid causing delays with your order!
Always check your address on the payment confirmation email you receive from Paypal first (or the order confirmation email we send you). If you don’t need to change anything, then please don’t fill in this form! This will save unnecessary checks on our side which will cause a delay in the shipping of your order.
Attention: AOL, Hotmail, Yahoo, Gmail users!
If you do not receive a reply after contacting us, this will be due to the limited functionality of your email account. Our policy is to answer all messages within 1 business day (Mondays – Fridays).
The above email accounts are known to disallow receiving of messages that contain attachments, or links to webpages – and our replies will sometimes include these.
To avoid any problems, please try using another email account (other than the above-listed ones). Also, please whitelist us to ensure you receive the mail you want!