Returns and Exchanges
What should I do if I receive a damaged item?
Matajer ensures that all products send are of highest quality and conforms to the high standards set in our protocols. However, in the unlikely case of receiving a damage product, we give you up to 7 days to contact us regarding the damaged product. Follow the same procedure for return (stated in FAQ ‘ how do I return a product’). After inspection by our team, we will ensure you that you will be fully refunded for the cost incurred in purchasing the damaged product.
How can I return or exchange an item?
For best experience, we aim to provide you with a hassle free return procedure. For your convenience, we provide you with a ‘Return card’ in all your shipments. Follow the simple 3 – step procedure mentioned in the card for return.
STEP 1: Fill the return Form with the item you are returning
STEP 2: Contact us via Whatsapp (+966552735500), e-mail firstname.lastname@example.org or call our customer care at 920005398.
STEP 3: We will send a courier representative to your address and collect the package.
Make sure you add the ‘Return card’ in the return box.
What is the return notice period?
The MatajerOnline team understands that you would want to return your products if you are not satisfied. Hence, we provide you with a very generous 7 days to return the product from the date of delivery. Eg: if you made an order on 15th May 2017 and received your order on 18th May 2017, you have upto 25th May 2017 to contact and inform us of your need to return product.
How long it take to receive my Matajer credit?
After we have verified and received your return order, we will issue you with a Matajer Credit Voucher within 24 hours. Please note that we will only issue the credit voucher after we receive the return product and our specialists inspect the return product.
How can I redeem Matajer credit?
Redeeming Matajer Credit is a relatively easy process. While making a fresh purchase from our store, you would be given an option to enter promo code at the checkout. As you enter the Matajer Credit Voucher code there and click apply, you would see that your code will have been applied and deducted from your total purchase.
Can my wife or a friend use my Matajer credit?
Matajer Credit Voucher is solely your property. You may wish to use it by yourself or give it to any person that you wish. Please ensure that your Matajer Credit Voucher is secure with you. To keep safe, please do not provide it to any person without your consent.
Can I have my money back if I am not happy with my order?
Matajer always aims to make happy customers. If you are dissatisfied with your order simply because you didn’t like it or because you do not want it anymore, you can always return the product and receive a Matajer Credit Voucher that can be used to re-purchase items from our store. Unfortunately, we are unable to offer you cash refund in this case, unless the item received was broken or not as stated.
What is the difference between return and refund?
Matajer permits returns and refunds in all cases. If you are dissatisfied with the product, you may return it to us and request for a Matajer Credit Voucher that can be redeemed online. However, if the product received is different, damaged or not as is stated, then we would issue you with full refund to the credit card used for purchase.
Shopping at Matajeronline.com
How do I create Matajer account?
In order to serve you best, we request all customers to create a Matajer account. This account can help you receive latest offers and special promo codes from us. It also helps you to view all your orders and suggest you products from our store.
To create an account, all you have to do is open our Matajeronline page. You would see ‘sign in’ option at the top right of your screen. Click it and follow the steps mentioned to create a new account. If you require any assistance, please feel free to contact us with your concern. Our representative will get back to you in 24 hours to help you with the process.
What shall I do if I forget my log in password?
We understand that sometimes you may forget your log-in password. Do not worry if you do so. Simply click ‘forgot your password’ option at the sign-in page and we will redirect you to enter your log-in email. Once entered, you will receive an email with a link to change your password. Once done, you can now log-in using your new password.
How can I search for a product at Matajer?
Matajer has plenty of products across all categories. Hence, we do understand that it might be difficult for you to find a specific product. You may search conveniently using the various categories and sub-categories listed in the website.
You may also search using the search bar provided at the top of the webpage. Here, you may type in the brand, name or a part of name and we will provide you with the list of products that confirm to your search.
What should I do if I receive a different item than the one I ordered?
Matajer ensures that all products send are of highest quality and conforms to the high standards set in our protocols. However, in the unlikely case of receiving a product different from order, we give you up to 7 days to contact us regarding the product. Follow the same procedure for return ( stated in FAQ ‘ how do I return a product’). After inspection by our team, we will ensure you that you will be fully refunded for the cost incurred in purchasing the wrong product.
The product I want is sold out, can I pre-order it?
Matajer provides a platform to purchase products from all over the world. Hence, we are aware that some products will be sold out before you can purchase them. Therefore, to may it available to you, certain products are given the option to pre-order. If you see the pre-order option on the sold out product, simply click it and complete the purchase. We will ensure that it reaches to you as soon as it becomes available to us.
How can I use a promotion code?
Redeeming a promo code is a relatively easy process. While making a fresh purchase from our store, you would be given an option to enter promo code at the checkout. As you enter the promo code there and click apply, you would see that your code will have been applied and deducted from your total purchase.
Is there a validity period for Matajer credit voucher or a promotion code?
To keep you happy, Matajer offers multiple types of codes that can be redeemed for different purposes. Matajer Credit Voucher has unlimited validity while certain promo codes may/may not have unlimited validity. For eg: a seasonal promo code for Ramadan may only have its validity until Ramadan lasts while some loyal customers may receive a gift promo code that may have unlimited validity.
Do you change your product every season?
Matajer aims to bring products available to customers at all times. Specific seasons like Ramadan, Eid or holidays prompt customers to search for specific products complementing the season. As Matajer wishes to be your one-stop destination for all your needs, we ensure that we provide products pertaining to the season at all times. We guarantee that we provide you only with the latest and best products that will make you happy.
Can you offer items that I could not find at Matajer online ?
Matajer believes in being the one-stop solution for all your needs. If you do not find a product that satisfies your need, please feel free to contact us via e-mail and request us for the product that you wish to purchase. You may request for a product available anywhere in the world. We will attempt to bring the product to you as early as possible.
Can I order items in bulk for resell?
Matajer aims to reach customers at large and hence does not promote bulk purchases on the website. However, we do understand that some customers may need bulk orders. If you do wish to receive any item in large quantity, you are most welcome to contact us via email and we will get back to you on the possibility of such purchase.
What payments methods Matajer accepts?
Matajer ensures that we provide you with multiple options for payment. Currently, we offer safe and secure credit/debit card payments, Cash-on-delivery option and Bank Transfer. Stay tuned for other convenient options such as SADAD and PayPal that we will be offering you soon.
What is the best payment method? How to avoid additional charges?
As stated before, Matajer offers a very safe and secure transaction options. To avoid extra charges, we request that you use Credit/Debit card to make your payments. You may also use bank transfer option to transfer payment.
Is it safe to pay by credit card at Matajer?
Matajer confirms to the highest safety transaction procedures. We guarantee you that all payments that are processed by Matajer are safe and secure. For your peace of mind, we ensure you that no third party get to access your personal details.
Are there any additional charges for cash on delivery?
At Matajer, we understand that you may require multiple modes of payment. If you do chose to purchase using Cash-on-delivery service, then there would be an additional charge of SR 25 that would be charged to you during delivery. Please note that Matajer does not take any profits on this as these are charges that are incurred by the respective courier company.
How long its take to deliver item within Saudi Arabia ?
Matajer knows that you like to receive your products as soon as you place your order. You don’t like waiting and so don’t we. Hence, as soon as we receive your order request, we process the order and ensure that it reaches to you in 2-5 working days.
TIP: Please make sure you attend all calls from courier companies to ensure that you get your delivery fast and at a time convenient to you.
Can I make an international order, out of GCC?
Matajer aims to satisfy customers from around the world. If you are ordering from outside GCC, you may place your order just as you would from within GCC. The same procedures apply. However, we cannot provide you with Cash-on-delivery facility. We will ensure that you receive your order as fast as possible.
Can I track my order?
Unlike other store, we at Matajer, are with you to solve your concerns even after you make your purchase. After every purchase is shipped, you will receive a tracking number on email. Click on ‘track my order’ (found at the bottom of the webpage) and enter this tracking number. If you can’t track your order, you do not have to worry. We can be contacted anytime during working hours to provide you with the exact status of your order.
Can I receive my order in one day or at the same day?
Matajer ensures that you receive your order as fast as possible. If you opt for premium delivery at check-out ( Premium delivery will be available soon), we will ensure that you receive your order within 24 hours.
How can I arrange for a delivery time ?
We understand that you might not always be available for receiving your purchase. After every purchase is made, we at Matajer, will give you a call on the provided mobile to know if you have any extra needs. Simply mention to us of the delivery time that you require and we’ll make sure that your order is delivered to you accordingly. In addition, courier companies may call you to deliver your order. You may request them as well to shift their delivery to a time convenient to you.
Can I change the delivery address?
Yes you can change your address. We do know that sometimes you may change your mind on the delivery address. We suggest that you provide with the best address always, but if you do wish to change it, you may request to do so on our call to you after you made the purchase. In addition, courier companies may call you to deliver your order. You may request them to change the delivery address to a location that suits you.
I did not receive my shipment yet, what should I do?
Your shipment is of utmost priority to us. We, at Matajer, ensures that all orders are ready for dispatch within 24 hours of making the order. We suggest that you wait for up to 5 days to receive your order. However, in the unlikely situation that you don’t receive it, do not worry at all. Just contact us with your order number and we will ensure that it reaches to you as soon as possible.
Can I cancel my order?
Matajer provides you with variety of products to choose from, all of which come in high quality and original form. Hence, we do believe that you would have no reason to cancel your order. However, if you do wish to cancel it due to personal reasons, you may simply do so when we give you a call to confirm your order. All orders are only dispatched once the call conversation is confirmed.