Implementation and Shipping Policy
At Momacha, we strive to provide a reliable shopping experience for matcha lovers, while committing to fast order processing and maintaining product quality during preparation, shipping, and storage.
In short, the aid
| Order processing | 2–7 working days | |
| Shipping within Saudi Arabia | 3–7 working days | |
| International Shipping | 5–15 days from the shipping date | |
| Problem reporting deadline | 24 hours from receipt |
Working days exclude Fridays and public holidays. A tracking number will be sent as soon as the order is shipped.
Shipping companies within the Kingdom
| Aramex | 24 | |
| Fastlo | 23 |
International Shipping
Shipping is available to all Gulf countries and most countries of the world, and the shipping cost will appear when the order is completed.
Customs duties and taxes — if any — are borne by the recipient according to the regulations of his country.
Track the order and its status
You can track the status of your order from the My Orders page in your account.
| Under implementation | The order is being processed. | |
| Implemented | The order has been processed and the bill of lading has been issued. | |
| Shipped | The order is with the shipping company and on its way to you. |
Reporting an incomplete or damaged application
Report must be submitted within 24 hours of receipt, along with the following:
| Image of the outer packaging. | |
| Image of the order contents before use. | |
| A copy of the bill of lading. |
It may be difficult to verify the case if the reporting period has been exceeded.
Report a quality issue
Reports must be made within 24 hours of receipt if any:
| A clear and abnormal change in color. | |
| Unnatural taste compared to the product's known specifications. |
Please attach:
Clear product images , videos, or photos illustrating the problem
A delay in reporting may affect the possibility of compensation or replacement.
Repeated reports
The store reserves the right to take precautionary measures in case of repeated unsubstantiated reports after verification, such as requiring prepayment or restricting some exchange options in the future.
If the shipment is not received
If the shipment is returned due to not being received by the customer, the return shipping cost (which is often equal to the shipping cost) is deducted, and the value of the products is processed after the shipment arrives at the store.
| Non-food products | Its value is refunded to the original payment method after deducting the return shipping cost. | |
| Food products | No compensation will be given if the reason for the return is the customer's failure to receive the shipment. |
If there is an objection, supporting evidence can be attached for consideration by the competent authority.
Returns and exchanges
In case of damage, shortage, non-conformity of the order or a quality problem, it must be reported within 24 hours of receipt with the required evidence attached.
Food products are non-returnable or non-exchangeable in order to maintain safety and quality, except in cases of damage, shortage, or non-conformity to the order.
Contact us
| [email protected] | ||
| +966 53 557 8177 |