Frequently Asked Questions

WHERE IS MY ORDER?

Your order will be delivered within the timeframe specified on our Delivery Information page if it does not, please try to:
 
  • Click the tracking link on your dispatch confirmation email to view your order status
  • Sign into your account to check we have your correct delivery address and contact details 
  • If you were not in at the time of delivery, the delivery driver will have left a card to tell you where your parcel is i.e. with a neighbour, or left in a safe place
  • If you still can’t find your parcel, please contact us, quoting your order number. We’ll reply within 48 hours and will do our utmost to help you locate your parcel. 

HOW DO I TRACK MY ORDER?

If your order has not arrived within the time frame specified on our Delivery Information page if it does not, try the following:
 
  •  Click the tracking link on your dispatch confirmation email to see your order’s status
  •  Sign into your account to check we have your correct delivery address and contact details
  •  If you were out at the time of delivery, our delivery driver will have left a card to tell you where your parcel is i.e. it has been signed for by a neighbour or left in a safe area such as a shed, garage or porch
If you still can’t find your parcel, please contact us, quoting your order number. We’ll reply within 48 hours and will do our best to locate your parcel straight away.

WHY DO I HAVE TO PAY CUSTOMS CHARGES?

Orders placed for delivery outside of the EU may be subject to taxes, fees, levies or other charges due to local laws or customs rules. The recipient is responsible for all customs laws for the import of the products, and will be required to pay any additional charges for international delivery. These include import duty, formal customs entry, taxes, levies and other charges that apply outside the EU. If applicable, the recipient, and not the person placing the order, will receive a separate request for payment of these charges. We recommend that you check the import charges applicable in any non-EU country before ordering products to be delivered there. You (or the recipient of the products, if different) will be the importer for all international deliveries of the products. Before placing an order, it's your responsibility to check that any products ordered comply with government import regulations, and that there are no local restrictions which may affect your goods. If your order gets stuck in customs, the recipient needs to contact their local customs office and pay any additional charges or taxes to release the goods. Matanah cannot do this on your behalf.

I'VE FORGOTTEN MY PASSWORDS

If you are trying to sign in, please click here to reset your password.

CAN I CANCEL MY ORDER?

Please see our Cancellations, Returns & Exchanges Policy for full details.

AM I ABLE TO AMEND MY DELIVERY ADDRESS?

Once an order has been placed, we are unable to change the delivery address. Please note that any changes you make to your account after placing an order will not take effect immediately and won’t apply to orders already placed.

AN ITEM IS MISSING FROM MY ORDER. WHAT SHOULD I DO?

Check your dispatch note (the form inside your box or bag) to see a list of the exact items that should be in your parcel. If something is listed but not in your parcel, please contact us.

HAVE YOU RECEIVED MY RETURNED ITEM(S)?

We’ll send you an email to let you know when we’ve received any returned item(s). If after 10 business days you haven’t heard from us, please contact us.

WHY HAS MY ORDER BEEN CANCELLED?

During busy periods, demand may outweigh the amount of stock we have and we may not be able to fulfil your order. If this is the case, we will let you know as soon as possible. Please see our cancellations, returns and exchanges policy.

HOW DO I RETURN SOMETHING

Please see our Cancellations, Returns & Exchanges Policy for full details.

WHY SHOULD I SAVE MY PAYMENT DETAILS?

If you save these it will make your checkout process easier for further purchases. Once your payment details are entered, your details will be stored in your account If you save these it will make your checkout process easier for further purchases. Once your payment details are entered, your details will be stored in your account so they can been automatically entered when you make your next order.

WHY DO I NEED AN ACCOUNT?

Your password is unique to your email address and ensures that your account details remain secure. You can sign in  to your account at any time to edit any of your account details.

Your contact, delivery and payment details will be stored within your account and you will not have to re-enter them for future orders. You can also view the history of your account and track any current orders.

You’ll also be able to easily create, edit and share your wish list.

When entering your card details please ensure that you check the following:
  • You have entered the correct card type (e.g. Mastercard, Visa)
  • You have entered your card number correctly (this is the longest number on the card’s front)
  • You have used the correct cardholder’s name
  • You have entered the start and expiry dates correctly

If you experience problems with entering your payment details please contact us.

WHAT IS MY SECURITY CODE?

The security code on your credit/debit card is a security measure we require for all transactions. The number is only stored on the back of your card and nowhere else, so the only way to know the security code is to be in possession of the card itself.
 
On the back of your card, where the signature strip is, the last three digits (numbers) are your security code (4 digits for American Express cards, where it appears on the front of the card at the top right).

HOW DO I USE A PROMOTIONAL CODE?

If you have a promotional code, you can enter this on the order review page which is the final page before you place your order.
 
Click the “Enter Promotional Code” link on this page, enter the code and then click “submit”. Any discount that is applicable will then be applied to your order. Please check the conditions of your code - if it does not work on your order, it may be because an item in your shopping bag is excluded from a promotion or that the code has expired.

Unless otherwise expressly stated in the terms and conditions for a particular promotional code, promotional codes cannot be combined and cannot be used in conjunction with any other offer/discount.

DO YOU SELL GIFT CARDS?

Gift Cards
A MATANAH Gift Card is the perfect gift for somebody special. Choose how much you’d like to spend from 10€ to 200€ and we'll send it out to you.
 
Gift Cards will be mailed to the recipient via UK Standard Shipping free of charge. Please allow 3-5 business days for delivery. You can select Express Delivery for an additional fee. Gift Cards are valid only in their country of origin. International delivery is also available for physical Gift Cards (please see international time scales)
 
Contact Customer Services if your physical Gift Card is not delivered within the normal delivery timeframe).


Need it now?
E-gift cards are sent to the recipient within minutes of your order.
Sending Gift Cards & E-gift Cards
 
E-Gift cards are sent to the recipient via email within minutes of being ordered. You will receive an email confirmation that the e-gift card was sent to your recipient. If your E-Gift Card is not delivered to the recipients email address, please check that it has not been sent to junk before contacting Customer Service.


Redeeming Gift Cards & E-gift Cards
Either type of Gift Card can be redeemed online. Please note that gift cards are only valid for redemption in the currency in which they were originally purchased. To use online, enter the gift card number into the Payment Information area at checkout.

Can you deliver to an address other than my billing address?

Your delivery address does not have to match your billing address; you can choose where you’d like to have you order delivered i.e. home, work, or a family member’s address.

Can I return an item received as a gift?

If you have received a gift from MATANAH and you are not happy with it, you are more than welcome to return it to us. Please see our Cancellations, Returns & Exchanges Policy.

FOR ANY OTHER QUESTIONS?

Please contact us.