DELIVERY WITHIN EUROPE
* Please note that these are estimated delivery times only. Delivery time frames for international services vary depending on the destination and time required to clear customs.
We ship across the UK with FREE DELIVERY based on order values.
Orders placed before 3pm will be processed the same day and those after 3pm will be processed the next working day.
CUSTOMS FEES :
We will ship worldwide . Please note that Non-Uk customers are responsible for any duty or customs fees which may be collected upon the delivery of your package.
If you chose to reject any customs fees and the item is returned to us, you will be liable to pay another shipping fee for us to resend the parcel to you. We can not refund you in this instance.
MISSED THE DELIVERY ?
If you miss a delivery, it is your responsibility to rearrange another delivery via the Royal Mail website. If the parcel is returned to us, you will be required to pay another postage fee for us to resend the parcel out to you. We can not refund you in this instance.
What does Pre-order mean?
Pre-order date is the date that we are expecting the stock to come into our warehouse. By pre-ordering the item will be reserved for you.
WILL I HAVE TO SIGN FOR MY ORDER?
A signature is required for all deliveries. To assist with fast delivery, we recommend that you use a delivery address where a signature can be obtained. If you are not present when the parcel is being delivered you will receive an ‘attempted delivery advice’ card from the carrier with instructions for collection.
HAS MY ORDER BEEN SHIPPED YET?
Once your order is dispatched from our warehouse, you will receive an email from mateeno confirming that your order is on its way.
For your privacy and protection, we use a third-party provider to manage secure transactions. We provide this service to give our customers piece of mind that their information is being managed responsibly. Should your credit card payment be quarantined due to suspicious activity, the customer care team may contact you to request further evidence of identity.
HOW CAN I TRACK MY ORDER?
To be able to track your order you will have to choise on the delivery options "First class recorded", then when your order has been dispatch from the Mateeno distribution centre you will receive a dispatch confirmation email advising carrier and tracking information. In the unlikely event that you have any problems with your order, please contact customer care.
I HAVEN'T RECEIVED MY ORDER?
If you have received your dispatch email and still have not received your order, please use your tracking number to track your order if you have chosen the first class recorded option. If you haven't received a dispatch email, contact customer care "firstname.lastname@example.org" with your order number and we can look into this for you. It could just be a case of an incorrect contact email or our emails being marked as junk.
PROVIDING YOUR PARCEL HASN'T ALREADY LEFT THE WAREHOUSE, WE CAN MOST CERTAINLY CHANGE THE DELIVERY ADDRESS FOR YOU. PLEASE NOTIFY CUSTOMER CARE OF THE CHANGE AS SOON AS POSSIBLE.
WHAT IF I NEED TO SPEED UP MY ORDER
Not a problem! If you need your order by a certain date, please contact customer care quoting your order number and we will provide you with a quote for our optional express shipping options. Additional charges may apply.