FAQ - we answer your questions!
Every day we receive many questions from you. You ask us about the products available in our shop, the functioning of our website, the operation of your accounts and the processing of your orders. We always try to give you the best possible answers and help you as much as we can. To make it even easier for you to find the information you are interested in, we have decided to collect the most frequently asked questions and their answers in one place.
Categories of questions:
- Product-related questions:
- What are the dimensions of the product (mate gourds, bombillas, thermoses and other yerba mate accessories)?
- What is the difference between a ceramic and a calabash or palo santo mate gourd? How do I look after them?
- Why do all the samples in the yerba mate set I bought look the same?
- I would like to replace the product in the set. Is this possible?
- Can I place a wholesale order and how? What are the wholesale prices of the products?
- What is the best yerba mate to start with?
- Questions on purchasing, delivery and order handling:
- How do I pay for my order?
- How and when will the package arrive? What is the cost of delivery?
- Is it possible to ship internationally? What will the shipping cost be?
- Is it possible to collect my order in person?
- Why hasn't my order arrived yet?
- My order is on hold. Why?
- Is it possible to track the package?
- Can I change or cancel my order?
- What is the difference between a return and a complaint?
- The products I ordered were damaged during delivery. How do I return them?
- I have received my order, but I do not want the products. How do I return them?
- How much will I pay to return my order?
- How long will it take to process my return/complaint/refund?
- Questions about the shop and account:
Product-related questions:
1. What are the dimensions of the product (mate gourds, bombillas, thermoses and other yerba mate accessories)?
We try to describe each product available in our shop well so that our customers know exactly what they are buying. You will find information about the dimensions (capacity, height, width, diameter, etc.) in the product name, description or in the parameters under the description. If any information is missing, please let us know – we will fill it in as soon as possible!
2. What is the difference between a ceramic and a calabash or palo santo mate gourd? How do I look after them?
Our shop offers a variety of mate gourds made of different materials – ceramic, palo santo wood or natural calabash. Ceramic vessels are more durable and resistant to external factors and mechanical damage. Most of them can be placed in the dishwasher and washed with detergents without fear (if this is not the case, this information is included in the product description). Mates made of organic materials are somewhat more demanding. They need to be properly prepared before first use and must be properly cared for during use to last as long as possible. For more information on the types of yerba mate gourds and advice on how to care for them, visit our blog.
3. Why do all the samples in the yerba mate set I bought look the same?
When you buy any yerba mate set with samples from our shop, you are guaranteed that each sample will be different and no flavour will be repeated. Although, when you open the packet, each sample will look the same, in reality there is a different flavour in each packet. The name of the variant and the composition of the dried product can be found on the back of the label.
4. I would like to replace the product in the set. Is this possible?
Unfortunately we do not have the possibility of exchanging a single product in a set. The range of products in our shop is so wide that there is something for everyone. We have attractive sets - starter sets, sets for couples, gift sets, sets with samples, multi-packs, with accessories, as well as with tea and coffee.
5. Can I place a wholesale order and how? What are the wholesale prices of the products?
On MateMundo.co.uk we do not sell products wholesale. If you are interested in buying wholesale yerba mate, tea, coffee, accessories and health food products, please visit the venusti.eu wholesale platform. Product prices are available after logging in.
6. What is the best yerba mate to start with?
Everyone likes something different – it depends on taste and personal preference. Some will immediately taste the Argentine bitter yerba mate, while others will be put off by the intensity and bitter taste from trying further. If you are not sure what to choose and are worried about the strong taste of Ilex paraguariensis, we recommend the Brazilian green yerba mate from Verde Mate Green to start with – thanks to the special processing involving hot air drying and skipping the seasoning stage, this yerba mate is mild in flavour and good for starting your mate adventure.
Questions on purchasing, delivery and order handling:
1. How do I pay for my order?
In our shop, you can use several payment methods: traditional bank transfer, online bank transfer, credit card, PayPal or Stripe.
2. How and when will the package arrive? What is the cost of delivery?
You will find all the forms of delivery available in our shop, along with shipping costs and delivery times, on this page. We would also like to remind you that when shopping in our shop for a minimum of £45 (UK Mainland only), shipping will be free – you will only pay for the products.
3. Is it possible to ship internationally? What will the shipping cost be?
Yes, there is a possibility. We send orders abroad via DPD and DHL. You can find a list of the countries we ship to and shipping costs on this page.
4. Is it possible to collect my order in person?
Unfortunately, this is not possible. Our shop only operates online and your order will be delivered to you by the delivery man.
5. Why hasn't my order arrived yet?
This can happen for a variety of reasons – more or less dependent on us. According to our Terms and Conditions, we have between 1 and 10 working days to process your order from the moment you make your purchase. Of course, we try to dispatch orders as quickly as possible, but in the case of a large number of orders, this time may be slightly longer.
If your package has been held up or lost by the courier company, contact us and we will contact the supplier to find your order.
If you want to check the status of your order, use the tracking link we sent to your email. You will also find the link in your account, in your order information: Login -> Orders -> Current.
6. My order is on hold. Why?
This can happen for a variety of reasons, e.g.: non-payment or incomplete payment, incorrect or incomplete details given in the order, temporary out of stock of the product etc. We will verify the reason for your order being held up as soon as possible and inform you of this and let you know what to do to get your order status changed.
7. Is it possible to track the package?
Yes. After placing your order, you will receive an email from us with a link to track your package. You will also find all the information in your account: Login -> Orders -> Current.
8. Can I change or cancel my order?
As long as you have not paid for an order you have placed, you have the option to change or cancel it. Go to your account: Login -> Orders -> Current and below the order information, click the green button "Change order" or the red button "Cancel order". You can also cancel your order after it has been paid for, if it has not been shipped yet. We will refund your payment within 3 working days.
9. What is the difference between a return and a complaint?
A complaint applies to products that have been damaged during the order process and are unusable (e.g. torn yerba mate packaging, cracked mate gourd, dented yerbera tin can, etc.). The return applies to products that are in unaltered condition and have not been used.
10. The products I ordered were damaged during delivery. How do I return them?
If the product you have received is damaged, you can make a complaint. Go to your account: Login -> Complaint Department (RMA) -> Add a complaint, select the order and the products you want to complain about, state the reason for the complaint, attach photos showing the damage to the product and wait for us to process your request (we have 30 days to do so). Once we have accepted your complaint, we will send information to your email. You will then be able to return the order to us. We will send you the money for the returned products within 14 days.
11. I have received my order, but I do not want the products. How do I return them?
Have you placed an order in our shop, but after receiving the package you found that the products are not needed or are not what you expected? No problem! You can return the entire order or selected products to us without giving a reason within 14 days of purchase. Go to your account: Login -> Returns -> Add a product return, select the order and the products you wish to return and go through the steps to generate a return code. We will send you the money for the returned goods within 14 days. You can read more about your right to cancell the contract on this site.
Remember, you can only return products that you haven't used and, in the case of food, only those that have not been opened!
12. How much will I pay to return my order?
You return the order on your own. The cost of delivery will depend on your chosen shipping method.
13. How long will it take to process my return/complaint/refund?
We have 30 days to process your complaint and 14 days to refund you for the returned products from the moment we are informed that you wish to return your purchase to us. We reserve the right to withhold the refund until we have received the item or until we have provided proof of return.
Questions about the shop and account
1. I have a discount code, but it doesn't work. Why?
We have many discounts for our shop customers, for example for first purchases after signing up to our newsletter or to celebrate various seasonal promotions. The discounts cover single products, entire product categories or are dependent on the value of the basket – each promotion has slightly different rules and you will usually find the details in an email from us or on the blog.
You can use the discount code in two places: on this page or in the shopping list when placing your order – if the code is correct, it will be activated and will reduce the price of the products. On the page above (or by going to it directly from the shopping list) you can check all the information about the code – what conditions you have to meet to get the discount, the validity period of the code, the range of products it covers and whether it is combined with other promotions. Important: you can only activate one code at a time!
It may happen that your shopping list contains samples of products, goods that are currently on promotion or sets that we sell almost at cost and then the discount code will reduce the price slightly or even not at all. We are sorry if this happens, but unfortunately we do not always have the option to reduce the price even further.
Do you have more questions about how discount codes work in our shop? Write to us! We will try to find answers to all your concerns.
2. What is a loyalty programme and how do I use it?
When shopping at MateMundo.co.uk, you earn points for each order, which you can exchange for products from the special "Loyalty Programme" tab. You can find out more about the programme here and the detailed terms and conditions are available on this page.
3. I want to report ideas/observations/bugs on the website. How can I do this?
If you have ideas or comments you would like to share with us or have found errors on our website that you would like to report, there are several ways to contact us:
- by telephone, Monday to Friday, from 7 a.m. to 3 p.m., at: +442080892124,
- by e-mail: contact@matemundo.co.uk,
- via social media: Facebook, Instagram.
Do you have questions that are not answered here? Write or call us – we will be happy to help clear up any doubts! We will continuously update the list of questions and answers above.
