Shipping Policy
Your purchase is shipped via DPD Couriers 7 days a week except bank holidays. Items will be shipped same day if your order is placed before 4pm. Please allow for short delays by the courier during busy times.
All delivery times are approximate and can be delayed due to circumstances outside of our control, such as poor weather conditions and seasonal surges, so please allow up to 7 days from despatch for your order to arrive. Please allow extra time for deliveries to Scottish Highlands and Islands.
DPD Couriers will notify you by email / text message the day before and on the day of delivery with a 1 hour time slot. Please remember that deliveries may need to be signed for. It is your responsibility to ensure you are home at the time of delivery or able to collect the order if the courier was unable to find you at home. DPD’s delivery service offers additional options including the ability to change the date for your delivery or to leave in a safe place / with a neighbour.
If you are not at home and delivery was not possible, we reserve the right to apply further delivery charges should you require us to re-send your order. Please make sure you keep the delivery note enclosed with your goods.
Our shipping is free for all orders.
Our courier DPD do not collect from us or deliver on bank holidays.
Accepting your Matko Garden Ltd Delivery
Please always try to check your delivery upon receipt. If you are signing for goods that are damaged, please mark the delivery note as “damaged”. If you are unable to check the item at the time of delivery, please mark the delivery note as “unchecked”. Please retain the original packaging in case you need to return your purchase.
Faulty Goods
Contact us on [email protected] at your earliest convenience with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. Please include details of the problem and where you would like the parcel to be conveniently collected from. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, Matko Garden Ltd will arrange to replace or refund your order, as you prefer.
Damaged on Delivery
In the unlikely event your product is received damaged, please contact us by email: [email protected] immediately with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. Please include details of the problem and where you would like the parcel to be conveniently collected from. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, Matko Garden Ltd will arrange to replace or refund your order, as you prefer.
Incorrect Goods
It is your responsibility to notify us of any incorrect goods supplied within 14 days of delivery by emailing us: [email protected]
Order Cancellation and Refunds
If you wish to cancel your order and your item has already been dispatched, please ensure that you return your purchase to us in its original packaging within 30 days of receipt in order to obtain a refund. All shipping costs to return a cancelled order will be paid by Matko Garden Ltd. You will be sent a paid return label by email.
Return Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange except for faulty goods. For faulty goods you can return the item within a year of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: 46-48 Woodstock Road, London, NW11 8ER, United Kingdom. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Return Shipping
To return your product, you should mail your product to: 46-48 Woodstock Road, London, NW11 8ER, United Kingdom.
Return Shipping Costs
All shipping costs for cancelled orders, exchanges, faulty or incorrect items will be paid by Matko Garden Ltd. You will be sent a paid return label by email.