Shipping policy

Welcome

At Momacha, we are committed to providing a reliable shopping experience for matcha lovers, with a commitment to fast order processing and maintaining product quality during preparation, shipping and storage.


Order processing

  • The order will be processed within 2–7 business days .
  • Working days do not include Fridays and public holidays.
  • The tracking number will be sent as soon as the order is shipped.


Shipping options and prices

  • Within Saudi Arabia, Aramex: 24 riyals
  • Fastlo: 23 riyals
  • Shipping time: 3–7 business days


International Shipping

  • Shipping is available to all Gulf countries and most countries worldwide.
  • Customs duties and taxes (if any) are borne by the recipient according to the regulations of his country.
  • Shipping costs will be displayed upon order completion.
  • Approximate shipping time: 5–15 days from the shipping date.


Track orders

  • The tracking number is sent upon shipment.
  • The order status can be tracked through the My Orders page.


Explanation of order statuses

  • In progress: The order is being processed.
  • Completed: The order was processed and the bill of lading was issued.
  • Shipped: The order is with the shipping company and on its way to you.


Policy for reporting missing or damaged orders and quality issues

To ensure that any feedback is addressed promptly, please adhere to the reporting timeframe and attach the required evidence.


First: Incomplete or damaged orders

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.


Second: Quality problems

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 images of the product.
  • A video or pictures 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 is deducted (and is often equal to the shipping cost).
  • The value of the products is processed after the shipment arrives at the store.


Non-food products

  • The refund amount will be credited back 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.


Return and exchange policy

If present:

  • ruin.
  • loss.
  • The order did not match.
  • Quality problem.

It must be reported within 24 hours of receipt, along with the required evidence.


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.

To view the full policy:

https://mo-matcha.com/ar/p/EqZVV


Contact information

e-mail:

[email protected]

WhatsApp:

+966535578177