Please note all orders are shipped from our International hub in the United Kingdom. Matakki Shears agree to pay any import duty due on your delivery. If your payment is processed before 1pm (UK time) the order will usually go out the same day, except for at weekends and bank holidays where we will endeavor to send goods out at the first post available. All orders will be posted with DHL International air tracked courier service. In exceptional circumstances such as where an underpayment on shipping costs are received or DHL are unable to provide a comprehensive service, an alternative provider may be used. Orders can take between 1 and 5 working days to arrive at your delivery address after it has been processed.
PLEASE NOTE: Matakki use third party couriers for shipment of their orders and do not accept liability for unforeseeable delay or the management of shipment issues. Queries relating to this should be directed to the courier identified as responsible for your parcel at the time of shipping. Please quote your relevant shipping number (Waybill) in correspondence with them. DHL Customer services can be reached on Tel: 0044 (0)844 248 0844.
Cancellation and Return Policy:
You have the right to cancel your order goods at any time up to 7 working days after the day following the delivery of the goods by contacting our customer services department by email firstname.lastname@example.org.
Your item for return must be in "as new "condition, which means the same condition as it was when it left us.
If you do not return the goods within 7 days of your cancellation then we will make a charge in respect of the cost of recovering the goods. If you do not return the goods within 30 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made and you will be charged for your order at the set price on the web site.
You (the customer) are responsible for paying for the return costs and must ensure that the goods are packaged well to avoid damage. We advise that you return your goods with a tracked service so that we can follow the progress of your shipment.
Where an exchange is requested by you the customer you become responsible for any return and reshipment costs incurred and Matakki will not cover these.
Sending Goods Back For Warranty Work:
Customers within the USA and Canada Please Take Note.
Please note under customs regulations warranty work carries a zero customs charge and therefore customers returning products for service work under warranty from outside the UK MUST mark the item as WARRANTY WORK with a ZERO CASH VALUE to benefit from a zero import/duty customs charge with the shipping company. Failure to do so may result in your package being refused and returned or an import charge that Matakki Scissors accept no responsibility for will be passed to you (the customer). For assistance with returns please contact email@example.com or call 0044(0)1482 219000.