Policies

Four policies in one place: how we ship, how returns work, what we do with your data, and what our cookies are for. Our Terms & Conditions sit alongside these.

Shipping policy

Dispatch

Orders are packed, sealed and handed to the courier within 1–2 business days. Orders placed on Friday or Saturday go out on Sunday. During a new drop, dispatch can take a day longer; if it does, we email you rather than letting you wonder.

Delivery times

• Saudi Arabia: 2–5 business days after dispatch.
• GCC: 4–8 business days after dispatch.
• Rest of world: [PLACEHOLDER: international delivery window, or remove this line if you do not ship internationally].

Shipping cost

Shipping is calculated at checkout from the delivery address and the weight of the order, and is shown before you pay. Orders over [PLACEHOLDER: free shipping threshold] ship free within Saudi Arabia.

Tracking

A tracking number is emailed the moment your parcel leaves us. You can also look an order up on the order tracking page with your order number and billing email.

Customs and duties

On international orders, import duties and taxes are charged by the destination country and are payable by you. We declare every parcel honestly and at its real value; we cannot mark a shipment as a gift.

Wrong address, missed delivery

Check your address before you pay — once a parcel is with the courier we cannot change it. If a parcel comes back to us because the address was wrong or nobody collected it, we will re-send it once you cover the second shipping charge.

Returns and refunds policy

What you can return

You may return an item within 14 days of delivery for a full refund, provided it is unused and in its original, unopened packaging with the seal intact.

What you cannot return

For food safety reasons we cannot accept a return of matcha once the tin has been opened or its seal broken, unless the product is faulty. This does not affect your legal rights where an item is defective, damaged, or not as described. Gift cards and personalised items are also non-returnable.

Damaged or wrong items

If something arrives damaged, opened in transit, or is simply not what you ordered, send a photo of the item and the outer box to support@matchllo.com within 14 days. We replace it or refund it, whichever you prefer, and you do not need to ship anything back.

How to start a return

1. Email support@matchllo.com with your order number and what you would like to return.
2. We reply within one business day with a return address and instructions.
3. Send the item back in packaging that protects it. Return shipping is paid by you unless the item was faulty or wrongly sent.
4. We inspect it on arrival and refund within 5–10 business days to the original payment method.

Cancelling an order

If an order has not shipped yet, message us and we will cancel and refund it in full. Once it is with the courier, treat it as a return.

Privacy policy

Who controls your data

[PLACEHOLDER: registered company name], trading as MATCHLLO, is the data controller for this store. Questions about your data go to hello@matchllo.com.

What we collect

• Order data: name, email, phone, billing and delivery address, what you bought, and your order history.
• Account data: if you create an account, your username, password hash and saved addresses.
• Messages: what you send us through the contact form, email or WhatsApp.
• Technical data: IP address, browser, and pages viewed, collected to keep the site working and secure.
• Marketing: your email address, only if you asked to hear from us.

We do not collect or store your card number. Card details go straight to our payment processor.

Why we use it

To take and deliver your order, to answer your messages, to meet our tax and accounting obligations, to prevent fraud, and — only with your consent — to send you the occasional note about a drop. We do not sell your data. Ever.

Who we share it with

Only the parties needed to complete your order: our payment processor, our courier, our email provider, our hosting provider, and our accountant. Each gets the minimum needed and none may use it for their own purposes.

How long we keep it

Order and invoice records are kept for [PLACEHOLDER: retention period required by Saudi tax law, commonly 10 years]. Account data is kept until you ask us to delete the account. Marketing consent is kept until you withdraw it.

Your rights

You can ask for a copy of your data, ask us to correct it, ask us to delete it, or withdraw marketing consent at any time — by email, or from the privacy section of your account. We answer within 30 days. Records we are legally required to keep are the one exception to deletion.

Cookie policy

Cookies are small files this site stores in your browser. We use three kinds:

• Essential. Your cart, your session, your language choice, and the security token on every form. The store cannot work without these, so they are always on.
• Preference. Things you chose — the language pill in the header, for example — so the site remembers them next visit.
• Analytics. [PLACEHOLDER: name your analytics tool, or delete this line if you use none.] Set only with your consent, and used only in aggregate.

You can clear or block cookies in your browser settings. Blocking the essential ones will break the cart.

Payment security

The whole store runs over HTTPS. Payments are processed by [PLACEHOLDER: payment provider name], which is PCI-DSS compliant. Your card number never reaches our servers and is never stored by us.

Questions

Anything unclear here, ask: hello@matchllo.com or the contact page.