Shipping policy

Standard Delivery Timeframes

Standard Shipping (Complimentary on orders £30+):

  • Estimated delivery: 2-3 business days from dispatch
  • Full tracking information provided via email
  • Available throughout mainland United Kingdom
  • Timeframes subject to extension during peak trading periods

Express Next-Day Delivery (£4.95):

  • Orders placed before 12:00 PM: Next business day delivery
  • Orders placed after 12:00 PM: Delivery within 2 business days
  • Service available Monday through Friday, excluding bank holidays
  • Subject to courier availability during seasonal peak periods

Subscription Orders:

  • Complimentary standard delivery on all subscription orders
  • Automatic dispatch aligned with your selected delivery frequency
  • Priority processing for uninterrupted supply of your wellness essentials

Order Processing

All orders are processed within one business day during standard operating hours (Monday-Friday). Orders received during weekends or bank holidays will be processed on the subsequent business day.

During peak trading periods (Christmas, New Year, promotional events), processing may extend to 48-72 hours. Should any delay occur, you will receive prompt notification via email.

Geographic Coverage

We provide delivery services to all mainland UK addresses. Deliveries to the Scottish Highlands, Islands, Northern Ireland, and other remote regions may require an additional 1-2 business days beyond standard timeframes.

Please note: We are unable to accommodate deliveries to PO Box addresses at this time.

Seasonal Service Updates

Please be advised that delivery timeframes may be extended during peak periods, including but not limited to Christmas, New Year, Black Friday, and other high-volume seasons. These extensions are due to increased order volumes and courier service limitations beyond our control. We appreciate your understanding and remain committed to fulfilling your order as promptly as possible.

Order Tracking & Monitoring

Upon dispatch of your order, you will receive comprehensive tracking information via email, enabling real-time monitoring of your delivery. Should you not receive tracking details within 48 hours of order placement, please contact our customer service team.

During peak periods, courier tracking systems may experience delays in updating. Your order remains in transit and will be delivered within the revised timeframes.

Peak Season Guidelines

To ensure delivery before the Christmas period, we recommend placing orders by:

  • December 18th: Standard Delivery
  • December 21st: Express Next-Day Delivery

Final dispatch date before Christmas: December 22nd, 12:00 PM Normal operations resume: January 2nd

Subscription orders scheduled during the holiday closure period will be automatically adjusted and dispatched on our first operating day of the new year.

Delivery Complications

Missing or Delayed Deliveries: Should your order not arrive within the estimated timeframe, please contact our customer service team with your order number. During peak periods, we kindly request you allow additional time before initiating an enquiry, as delays are often temporary and courier-related.

Damaged Goods: In the unlikely event that your order arrives damaged, please notify us within 48 hours of receipt, accompanied by photographic evidence. We will promptly arrange a replacement dispatch or issue a full refund at no additional cost to you.

Address Errors: Please ensure your delivery address is accurate at checkout. Once an order has been dispatched to our courier partner, we are unable to modify the delivery address. Should you identify an error after checkout, please contact us immediately, and we will make every reasonable effort to intercept the shipment.

Courier Service Limitations

While we partner with reputable courier services to ensure reliable delivery, estimated timeframes are not guaranteed. Factors beyond our operational control—including adverse weather conditions, industrial action, courier network congestion, and peak season volumes—may impact delivery schedules. Mataye Wellness cannot be held liable for courier-related delays, however, we remain committed to working collaboratively with you to resolve any delivery issues expeditiously.

Customer Service

For shipping enquiries or assistance:

Email: info@mataye.com Standard response time: Within 24 hours (business days) Peak period response time: Within 48 hours

Our customer service team is committed to providing comprehensive support for all delivery-related matters.