SHIPPING & RETURNS
SHIPPING POLICY
At Matsu, we are dedicated to providing our customers with a seamless and efficient shipping experience. Based in Bratislava, Slovakia, we partner with reliable carriers, Slovenská Pošta and DHL, to ensure that your orders reach you promptly and securely.
Shipping Options: We offer two shipping options for your convenience:
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Slovenská Pošta: This cost-effective option is suitable for customers within Slovakia and the European Union. Delivery times may vary depending on the destination but typically take 3-7 business days within Slovakia and 7-14 business days for other EU countries.
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DHL Express: For faster and more reliable delivery, we recommend DHL Express, especially for international orders. DHL Express provides tracking information and typically delivers within 1-3 business days for domestic orders and 3-7 business days for international orders.
Please note that shipping times may be affected by factors such as customs clearance, carrier delays, and public holidays.
Shipping Fees: You can view the estimated shipping cost during the checkout process before finalizing your order. We offer free shipping for orders over 50 euros.
Order Tracking: Once your order has been shipped, you will receive a confirmation email with your tracking number. You can use this number to track your shipment's progress through the carrier's website.
If you have any questions or concerns regarding our shipping policy or the status of your order, please do not hesitate to contact us at veronika.tuzincinova@gmail.com. Our team is always ready to assist you and ensure a smooth and enjoyable shopping experience at Matsu Premium Tea & Coffee.
RETURN & EXCHANGE POLICY
At Matsu, we strive to provide our customers with the highest quality products and services. We understand that occasionally you may need to return or exchange an item, and we have outlined our return and exchange policy below in compliance with Slovak commercial law.
Return Policy: If you are not completely satisfied with your purchase, you may return the item(s) within 14 days from the date of receipt. To be eligible for a return, the item(s) must be unused, in the original packaging, and in the same condition you received it. Please note that the customer is responsible for the shipping costs associated with the return.
We cannot accept returns for perishable items, customized products, or gift cards. To initiate a return, please email us at veronika.tuzincinova@gmail.com with your order number, details of the item(s) you wish to return, and the reason for the return. Our team will provide you with further instructions and the return address.
Once we receive and inspect the returned item(s), we will notify you via email about the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment, excluding the original shipping fees, within 7-10 business days.
Exchange Policy: If you received a damaged or incorrect item and would like to exchange it for the same product, please contact us at veronika.tuzincinova@gmail.com within 7 days of receiving your order. Provide your order number and details about the issue, along with any relevant photos. Our team will guide you through the exchange process and arrange for a replacement to be sent. Please note that the customer is responsible for the shipping costs associated with the exchange.
Shipping Costs for Returns & Exchanges: Customers are responsible for the shipping costs associated with returns and exchanges, unless the return or exchange is due to a damaged or incorrect item. In such cases, Matsu Café will cover the shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
If you have any questions or need assistance with returns or exchanges, please feel free to contact our customer care team at veronika.tuzincinova@gmail.com. We are committed to providing a seamless shopping experience at Matsu and will do our best to address your concerns.