WE REGULARLY RECEIVE QUESTIONS FROM OUR CUSTOMERS, HERE IS THE LIST OF THE MOST FREQUENTLY:
WHAT ARE YOUR MEANS OF PAYMENT?
Currently we have various means of payment such as:
Visa
MasterCard
American Express
PayPal
I WANT TO CANCEL MY ORDER, IS IT POSSIBLE?
Yes, you have 48 hours from the time your order has been placed.
Simply email us at contact@matsuetea.com with your order number and we will cancel your order and refund you within 30 days.
MY ORDER IS MISSING, WHERE ARE THEY?
If items are missing when your order arrives, please write an email to contact@matsuetea.com with your order number and a photo of the envelope before confirming receipt or on the same day of delivery depending on the delivery method.
DO YOU SHIP ABROAD?
Absolutely, we can ship your orders worldwide. However, free delivery is only valid for metropolitan France. If you would like us to ship your purchase outside of France, send us an e-mail and we will inform you of any additional costs.
HOW TO CONTACT YOU?
If you have any questions that are not on this FAQ page, you can write to us at contact@matsuetea.com our customer service will do everything to answer you within 24/48 hours.
CHANGES, RETURNS AND REFUNDS
Change (before receipt)
- I changed my mind about my article, what should I do?
If you have changed your mind about your order, send us an email to contact@matsuetea.com indicating the item to be changed and we will do the necessary. Please note that any order changes must be made within 2 hours of the initial purchase, you will not have any additional costs.
- Can I change my item after receiving confirmation by email?
Unfortunately no. All items that have been confirmed by email are final and cannot be changed, you will need to return the product.
- What if my product is faulty?
In the event of a defective product, you have the option of receiving the same product or simply being reimbursed after the return of the defective one.
Feedback
- I don't like my item, can I return it?
Returns are accepted (**) only if they do not exceed 14 days after receipt of the package. However, to guarantee you a refund, all returned products must be in perfect condition and unopened. Return costs are your responsibility. Proof of postage will then need to be emailed to us as proof of delivery.
** Promotional items are not eligible for returns.
Change (after receipt)
- Can I return the item and exchange it?
As long as the returned item is in perfect condition, exchanges are possible. Send us an email at contact@matsuetea.com and we'll take care of the rest. The costs of the return are at your expense, however the costs of the new shipment will not be invoiced to you.
- How long do refunds take?
Refunds can take up to 30 business days, depending on the payment system chosen at the time of purchase.
- I still haven't received my refund?
Please notify us immediately by email at contact@matsuetea.com if you have not received it after 30 business days.
REFUNDS AND CANCELLATIONS
-What is your refund policy ?
All items purchased may be refunded, subject to management's discretion and approval, subject to the following conditions:
Return requests are accepted within 15 working days of delivery.
All items must be returned in their original condition, complete with all parts and tags.
Damaged / defective / incomplete products cannot be exchanged.
The cancellation of an order can be made before the dispatch of this one, nevertheless the direction reserves the right to refuse any cancellation of the articles if the request intervenes more than 5 hours after the initial purchase.
Return costs are the responsibility of the buyer, unless the product is defective.
The management reserves the right to refuse any return and or refund and each case is subject to the sole decision of the company.
The company will not be responsible for any errors in the shipping addresses provided by the customer and will be subject to the return of the product before receiving a refund.
Any change of address is subject to the prior approval of management and orders shipped and/or complete are no longer modifiable.