Shipping and returns policy
Last updated: June 2024
At Be Matcha S.L.U, we strive to offer an efficient and reliable shipping service to ensure that you receive your favorite products as quickly and safely as possible. Below, you’ll find the details of our shipping policy, designed to enhance your shopping experience with us.
Shipping within Spain
We offer free shipping on orders over €20, allowing you to enjoy our products without additional shipping costs. However, it is important to note that this free shipping offer does not apply to specific regions such as the Canary Islands, Ceuta, and Melilla due to additional shipping costs associated with these areas. For customers in these regions, specific shipping details and costs will be communicated during the checkout process.
Shipping to Europe
For shipments within Europe, we offer a flat rate of €10, excluding Eastern Europe, where specific shipping conditions and costs will be communicated during the checkout process.
Processing
All orders are processed as quickly as possible. Our goal is to ship your order within a standard timeframe of 1–2 business days using top-tier courier services such as Correos Express or GLS. Once your order has been shipped, we will provide you with tracking information via email so you can follow the delivery of your purchase.
Please note that we do not deliver on weekends or public holidays. This means that any orders placed during these days will be processed on the next business day.
Delivery Times within Europe
GLS:
- Major European markets (large cities and urban areas): Delivery time is 24 to 48 hours.
- Rural or remote areas: Delivery may take between 72 to 96 hours depending on the specific location.
Correos:
- Economy International Parcel: For lightweight shipments, delivery time varies by destination, with standard delivery times of several days.
- Premium International Parcel: Faster shipments with full tracking and delivery priority.
Tracking
Once your order has been shipped, you will receive an email with tracking information. This service allows you to check the current status of your order and estimate the delivery date. If you have any questions or need help with tracking your order, our customer service team is available to assist you.
Shipping Inquiries
We understand that specific questions may arise regarding the shipping process of your order. For these situations, we invite you to contact us directly through our customer service. We are here to help with any concerns or needs you may have regarding the shipment of your Be Matcha products.
Customer Service
Our commitment is to ensure your satisfaction at every step of your shopping experience with us. If you have any additional questions about our shipping policy, how to place an order, or any other aspect related to our services, feel free to contact us. Our customer service team is ready to provide the support you need.
This shipping policy is subject to change and updates. We recommend checking this section regularly to stay informed of any modifications. At Be Matcha S.L.U, we are dedicated to providing you with exceptional service and the highest quality products. We appreciate your preference and trust in us.disponible para asistirte.
Whatsaap +34 685 416 516
cs@be-matcha.com
Monday to Friday from 09:00 to 18:00
RETURN POLICY
Last updated: June 2024
At Be Matcha, we understand that there may be occasions when you need to return a product. For such cases, we offer a 30-day return policy, allowing you to return any item within 30 days of receipt.
Return Conditions
To be eligible for a return, the item must be in the same condition you received it: unused, unworn, with original tags, and in its original packaging. You must also provide the receipt or proof of purchase. Please note that food products are excluded from this policy and cannot be returned.
Starting a Return
If you wish to proceed with a return, please contact us at cs@be-matcha.com. Specific return shipping instructions will be provided once the return is approved. It is important to remember that items returned without having requested a return beforehand will not be accepted.
For any questions related to the return process, feel free to contact us at the same email address.
Damages and Issues
Upon receiving your order, we ask that you inspect it immediately. If the item is defective, damaged, or if you received the wrong item, contact us immediately so that we can evaluate the issue and take the necessary action.
Exceptions / Non-returnable Items
We do not accept returns for certain types of items, such as perishable goods (food, flowers, plants), custom products, and personal care items. Hazardous materials, flammable liquids, or gases are also excluded.
Shipping and Return Costs
Initial shipping costs are non-refundable. In case of withdrawal, you will be responsible for the direct cost of returning the item. We ensure this policy has been clearly communicated prior to completing your purchase.
Exchanges
To exchange an item, we recommend returning the original item and placing a new order for the desired product, once the return has been accepted.
14-Day EU Right of Withdrawal
Additionally, if you reside in the European Union, you have the right to cancel or return your order within 14 days of receipt, without needing to provide a reason. The item must be in its original condition to be accepted for return.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically processed to your original payment method within ten business days. Please note that your bank or credit card company may take additional time to process and post the refund. If after 15 business days you haven’t received your refund, please contact us at cs@be-matcha.com.
This refund policy is designed to ensure that customers are fully informed of their rights and responsibilities when making returns, including the handling of shipping and return costs.
