Shipping and returns

SHIPPING

Samo matcha d.o.o. will on occasion offer shipping promotions with customers receiving free shipping if customers spend over a certain amount. These promotions can change without notice. 

We ship to selected countries of the European Union and the UK. Shipping costs are calculated at check-out.

Samo matcha d.o.o. is not responsible for any shipments affected by customs, force majeure events, transfers from one carrier to another in your country or air and ground transportation strikes or delays, nor any other extra fees, customs or charges related to your shipment.

RETURNS

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Return labels are not provided and customers have to return the order at their own expense. Samo matcha d.o.o. holds the right to additional charges if the return does not meet this criteria. If customers use their right to send back an order they should contact Samo matcha d.o.o. in order to get an address to send the goods to. 

Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Croatia, shipping your goods may take longer than expected.

You can always contact us for any return questions at hello@samomatcha.com.

Damages and Issues

If an item is defective or damaged in any way on arrival, Samo matcha d.o.o. should be contacted within 14 days for information about compensation. Samo matcha d.o.o. holds the right to refuse any returns made after this timeframe.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 3 day cooling off period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@samomatcha.com.