Frequently Asked Questions: Shipping and Returns

Shipping and Returns concerns:

Do you ship internationally?

 Yes, we ship worldwide. Please note that international customers are responsible for any customs duties, taxes, or additional fees imposed by the recipient’s country.

How long will it take to receive my order?

Delivery times vary depending on your location and selected shipping method. Standard shipping typically takes 3-7 business days within the UAE and 7-21 business days for international orders. Express shipping is faster but may vary based on location.

How much does shipping cost?

Shipping costs are calculated at checkout based on your location and the weight of the order. For international shipments, additional fees such as customs duties may apply.

When will I receive my order?

We aim to process and ship your order within 24 hours after you’ve placed it, excluding weekends and public holidays.  Usually, all orders should be with you within the time constraints set out by the relevant shipping courier.

How can I track my order?

Once your order has been shipped, you will receive a tracking number via email to follow the status of your delivery.

Can I return my order?

We hope you will be pleased with your Matia Natural order.  However, if for any reason you are not completely satisfied with your order, we are happy to offer an exchange or replacement as long as you return it to us within 7 working days, unopened, unused and in its original condition.  

How do I initiate a return?

To initiate a return, please contact our customer service team at info@matianatural.com with your order number and the reason for the return. We will provide you with instructions on how to return the item.

Who pays for return shipping?

Return shipping costs are the responsibility of the customer unless the product arrived damaged or was incorrect.

What happens if my order does not arrive?

If your order does not arrive, please contact us and we will do our best to track down the parcel.  Please note that if your order has been returned to us, you may be charged for a second delivery.  Unfortunately, we cannot be responsible for those which are marked as delivered, but are then stolen or lost.

Can I cancel or amend an order after I’ve placed it?

 You can cancel your order within 7 working days from receipt.  Just send a notice of cancellation by email, and return the items to us in their original, unopened, and unused condition.

Unfortunately, orders cannot be amended after they’ve been placed as our team is working very hard to process and ship them as soon as possible.

What happens if there is a damaged item, or I receive the wrong order?

Please inspect your order upon reception and contact us immediately if the item is damaged or if you received the wrong order, so that we can evaluate the situation and act accordingly.  We will be happy to exchange the items for the correct ones.

We are very sorry for the inconvenience this may have caused you.