Payment, returns and shipping from the Matcher store

  • 🚚 Delivery in Ukraine

    Delivery in Ukraine is carried out by the services of UkrPoshta and Nova Poshta as a priority.

    Delivery is possible to the local post office, to the post office or by courier to the address.

    The delivery time is 1-3 working days from the moment of dispatch.

  • 📦 Delivery to Europe

    We deliver orders to Europe using the national post office UkrPoshta.

    Upon arrival - you will be contacted by the local postal service to prepare for receiving the order.

    The delivery time is about 7-14 days from the moment of dispatch.

  • ✈️ B2B delivery of tea to Europe

    We deliver tea directly from our farmer to you using DHL services.

    The delivery time is 7-14 days from the moment of dispatch.

    Contact us if you want to order organic tea for your business without a minimum order

  • 💳 Payment by card

    Pay easily online with VISA, MasterCard or ApplePay or Google from any bank with Fondy.

    We do not charge any transaction fees

  • 💵 Payment in cash upon receipt

    An understandable and simple way of settlement is in cash.

    It is worth considering that the commission of the delivery service for money transfer is UAH 20 + 0.2% of the package amount

  • 🧾 Payment by details

    Payment by IBAN for business in Ukraine, to a current account. We create a pdf invoice with details for your business. And also with the help of SWIFT-transfer, or PayPal for the calculation of international wholesale orders

We thank you for your trust, but bullshit happens, but we are ready to replace the product if it is defective or of inadequate quality.

Returns and Exchanges

General return conditions

We appreciate your trust and will definitely refund your money or replace the product of the required quality in accordance with the current law of Ukraine on " Protection of Consumer Rights ".

Be sure to familiarize yourself with the points of refunds and products for a clearer understanding.

Return request deadline

The buyer has the right to request a return or exchange of dishes, tea, accessories within 14 days from the moment of purchase, observing the following rules.

Refunds

If you have paid for an order or pre-order and wish to cancel it, your funds will be returned within a day, if the cancellation coincides with the day of the order. Otherwise, processing by the bank may result in a refund within 14 working days from the moment of the complete application.

However, our banking system is the best and usually the funds are returned within a few days :)

To arrange a return, you need to contact us @matchahotlinebot ✈️ in Telegram

Exchange of tea

You have the full right to return or replace the tea if: the requirements for the product are violated, the expiration date has passed, it was delivered in a package with broken integrity, or it does not match the description stated on the website. Accepted for return: unused and opened tea.

Returning accessories and ceramics

You have the full right to return or exchange any accessory if: the product requirements are violated, the quality or integrity is violated, it is delivered in packaging with the integrity violated. Accessories that have not been used and have kept their original packaging are accepted for return.

Please note that we are directly responsible for product packaging and its integrity before submission to the postal service. We are ready to compensate for shipping and replace ceramics in case of improper delivery. Please pay attention to the following point.

Pay attention!

It is important to check the integrity with the representative of the logistics service, because at the moment of receiving the order, the responsibility for the quality of the product is transferred to you. In the case of broken ceramics, it is impossible to return without a witness inspection from the transport service.

Common questions about shipping

Where is my tracking number?

When your order was shipped, a shipping confirmation was sent to the email address provided at checkout. This email contains a link to your carrier tracking. Please check your Spam folder. If you still did not receive this email, contact us at hello@matcher.store .

How can I track my order?

Although our system will send you a delivery notice, we highly recommend you also sign up directly for tracking updates

Ukrainian delivery by Nova Poshta updates:
https://tracking.novaposhta.ua/#/uk

  • Enter your tracking #
  • Select “Track”


International Updates from Ukraine:
https://track.ukrposhta.ua/tracking_EN.html

  • Enter your tracking #
  • Select “Track”
  • Select “Send Updates”

International Updates from Japan B2B:
https://www.post.japanpost.jp/index_en.html

  • Enter your tracking #
  • Select “Track”
  • Select “Send Updates”

How do I change my shipping address?

We ship to the address provided at checkout. Please make sure your address is correct before placing your order. In the case of international shipping, after placing the order - unfortunately, we will not be able to do anything. Changing the delivery address in Ukraine is available in the personal mail account.

My order is still "in transit." What's going on?

Please continue to monitor updates - your order is still on the way. According to your order is still being processed or transported to your delivering Post Office facility. Additional tracking information will be available when it arrives at the unit and is out for delivery.