No deliveries will be made on weekends or holidays, only on working days. Our working hours and customer service are from 11:00 to 14:00 and from 16:30 to 19:30.
Shipping costs are not included in the price of the items. These will appear broken down in the summary of your purchase and will be charged to the user in full. The costs will be calculated depending on the destination and will be the following:
- Spain (península): 5€
Shipping costs to the peninsula will be free for purchases equal to or greater than 69€
- Europe: 10€
- Shipping costs to Europe will be free for purchases of 129€ or more
For shipments to the rest of the world contact firstname.lastname@example.org
How long will it take for my shipment to arrive?
The delivery time for orders in the peninsula is 24-72 working hours once the order is confirmed (only for peninsula shipments; Canary Islands, Ceuta and Melilla are excluded). All shipments to the peninsula will be made with the transport company MRW.
If for any reason the order has to be delayed we will contact you to let you know. Once the order is placed, it is not allowed to make any changes in the shipping address, unless the customer assumes the costs and is expressly accepted by the parties.
What do I do if my order does not arrive?
If you have not received your order within 5 working days from the confirmation of your order, please contact us at email@example.com
What happens if I am not at the address I indicated when the courier comes to bring the order?
After a first delivery attempt, the courier will leave you a notice to contact him and set a new delivery date. This delivery can be made to the address you indicated or to one of the carrier's offices. In the next failed attempt, your order will be cancelled and we will refund the amount of this subtracting the cost of returning the package.
Can I pick up my order at your store?
Yes, we offer you the possibility to pick up your order at no cost at the store, located in Rambla de Llibertat, 29 in Girona. The schedule of collection is from 11:00 to 13:30 and from 16:30 to 19:30, Monday to Saturday, except Tuesday afternoon when the store is closed. Bring with you the confirmation email of your order. You have 10 working days to pick up your package once we have verified your payment. After this period, we will proceed to cancel the order and refund the money.
Can I send my order as a gift?
Yes, we offer you the possibility to send gifts through our online store. Make the purchase as usual, select the shipping address where you want us to send the gift and in the step "Shipping" check the option "Gift wrapping". You will be able to write a personalized message and we will take care of wrapping it in a special way.
The transport costs (both shipping and return) will be refunded only when the company is responsible for the cause of the return of the product ( shipping with wrong product, product in bad condition etc...)
How do I return an item?
To return an item you are not satisfied with, we offer you the following option: you will have to contact with matsata through our contact page, send an email to firstname.lastname@example.org or call 972 919807 (from 11:00 to 13:30 and from 16:30 to 19:30 from Monday to Friday, except Tuesday afternoon). Once received this communication, matsata will indicate the form in which the order will be sent to our store and the process by which the exchange or return will be made.
Please note that if we are unable to make changes in size or color, you will need to exchange one item for another, and we will refund the price of this item and you will be able to make a new purchase at our online store.
The product must be unused, with all its labels and/or original packaging. If these requirements are not met by the user or if the product has suffered any damage, the user accepts that the product may suffer a depreciation or that matsata may refuse the exchange or return.
The company reserves the right to refuse returns that do not meet the above requirements.
Can I make a return in the store?
Yes, you will find us in Rambla de la Llibertat, 29 in Girona.
What is the deadline for a refund?
In the event that the user is not satisfied with the products received in his order, the user, in accordance with the General Law for the Defense of Consumers and Users, will have a period of 14 calendar days from the date of receipt of the order to exchange or return it. All this without penalty. After this period we cannot accept the return of your order.
Do I have to pay anything for my return?
The costs of returning the order (as well as the shipping costs through the courier companies) will be assumed directly by the user.
How and when will I receive the amount of my return?
Once the return has been approved (when we check that the returned items are in perfect condition and in the same condition as when they were sent, that they have not been used, that they retain their labels and their complete original packaging) you will receive the amount in the same way that you made the payment. We will send you a confirmation email indicating the amount that will be credited to your account within a few days. Remember that the credit to your credit card or Paypal account always depends on the bank.
The amount paid will correspond to the retail price you paid for the returned items. Transport costs (both shipping and return) will be refunded only when the company is responsible for the cause of the return of the product (wrong product shipment, product in bad condition, etc.)
Right of Withdrawal
According to the regulations governing distance selling, customers in the European Union have 14 working days from the date of receipt of the order to exercise the right of withdrawal on their order. In this case, the money will be refunded and the order collected following the procedure indicated above.