FAQ

We aim to dispatch all orders within 2 working days of the date you placed the order.

In reality, we dispatch over 96% of orders within one working day (and we’re always striving to beat this target!).

We will dispatch orders using First Class Royal Mail or courier for large orders, unless otherwise requested. Normal postal lead times are: UK destinations 1-3 days, Europe 3-5 days, all other areas worldwide 5-10 days.

For Free Delivery we used Second Class Royal Mail or courier for larger orders. Normal postal lead times are: America  destinations 3-5 days, Europe 5-10 days, all other areas worldwide 5-10 days.

It may sound like a long time, but we ask you to, please allow up to 14 working days for delivery of your order. It takes 5 minutes to make a wonderful cup of tea; Royal Mail can take a bit longer to deliver it.

If you register as an account customer on our website you will be able to track the status of your order from order placed to order completed and dispatched (and avail of some promotional offers via discount codes). This is not a postal service tracking, but we do offer that, too (see information on delivery options below). Sign In

If your transaction online is successful, you will receive an automatic email thanking you for placing your order and giving you an order number. The next working day we aim to pick, pack and dispatch your order. Once we know it is safely in the postie’s bag, we will send you an email of confirmation of ‘completion’, which means ‘dispatched’. You can also check your order status in your online member’s account. When your parcel has left the building we will then change the status of your order from ‘processing’ to ‘complete’.

Don’t panic! Contact us via email gavin#matoakatea.com and we’ll do our best to sort it out.

We aim to dispatch all orders within 2 working days of the date you placed the order. In reality, we dispatch over 96% of orders within one working day (and we’re always striving to beat this target!).

We will dispatch orders using your selected postage method, this is usually either Royal Mail or a Courier for larger orders.

bag, we will send you an email of confirmation of ‘completion’, which means ‘dispatched’. You can also check your order status in your online member’s account. When your parcel has left the building we will then change the status of your order from ‘processing’ to ‘complete’.