Shipping policy


Delivery Area

We currently deliver only to mainland UK.


Delivery Method

Standard Orders: Shipped via next-day delivery (typically between 9:00 and 19:00). Please note that delivery times may vary.

Wholesale Orders: Estimated delivery within 2–4 business days.
Note: Business days exclude weekends and public holidays. For large volume or custom orders, delivery times may vary.



Shipping Fees

Standard delivery: £7 (inc. VAT)

Wholesale delivery: £8.5 (inc. VAT)

FREE delivery on orders over £50 (order total excluding delivery charges)

FREE delivery on Wholesale orders over £300 (order total excluding delivery charges and fees)



Delivery Responsibility

We cannot guarantee the quality or condition of items if:

  1. The customer requests the courier to change or delay the delivery date.

  2. The delivery attempt was unsuccessful due to the customer being unavailable at the scheduled time.

  3. The customer requests the courier to change the delivery address.




Delays

While we use trusted delivery partners, delays may occasionally occur due to circumstances beyond our control.

Delivery delays caused by the courier are outside of our direct responsibility.

If you have not received your order within a reasonable time, please contact us and we will be happy to assist.

Thank you for your understanding.


Hot Weather & Quality Control

To ensure the quality and freshness of our products, we may temporarily hold or delay shipments on days with exceptionally high temperatures.
If your dispatch date needs to be changed, we will contact you directly.
Thank you for your understanding in helping us deliver your items in perfect condition.


Return & Refund Policy

  • Food Products: For health and safety reasons, we cannot accept returns or provide refunds for food products that have been opened or partially consumed, unless the item is defective or was delivered in error.
    All food products are considered final sale once delivered.

  • Damaged/Incorrect Items: If you receive a damaged, defective, or incorrect product, please contact us within 5 days of delivery.

  • Cancellations: Order cancellations and changes are accepted if requested at least 2 business working days before the scheduled delivery/pick-up date.

  • Personal Preference: Personal preferences — such as taste or flavour — are not considered valid reasons for return or refund once the product has been opened.

  • Non-Food Items (Tea Tools, etc.): Returns are accepted only if the products are unused.
    Items must be returned within two weeks of receipt.
    Customers are responsible for return shipping costs.

  • Refund Process: To be eligible for a refund, please email us with:

    Your order number
    Proof of purchase
    Details of the issue

    Once a refund request is approved, the refund will be processed and credited to your original payment method within 5–10 business days.

    If a product return is required, return shipping costs will be the responsibility of the customer unless the item was delivered in a defective or incorrect condition.


 

Card Processing Fees (For wholesale orders)

A card processing fee of 3% will be applied to all transactions made by credit or debit card. 
This fee covers the costs associated with processing your payment through our secure payment gateway. By completing your purchase, you acknowledge and agree to pay this additional charge.



Contact Information

If you have any questions or concerns, please contact us:

Email: contact@matchado.co.uk
Company: MATCHADO Ltd.
Address: Unit 15 Edison Court, Warple Way, London, W3 7FW, United Kingdom

We appreciate your understanding and cooperation.