Немецкий English

F.A.Q.

Welcome to the service area of the Matsouri.de! Here we have collected answers to the most commonly asked questions about using our internet shop. If you have any further question, please contact us by telephone, email, or by filling out the contact form.

Placing order

How can I place an order online?

The easiest way is to order directly at the Online Shop. Put your items in the shopping cart and follow instructions. 

Is it possible to order the goods via E-Mail?

Yes, you can order your items also via E-Mail to info@matsouri.de. However, to ensure rapid processing of your requests, we recommend placing your orders directly on this website. One of the advantages of this procedure is that you can immediately see if your product is still available.

Can I be sure that you received my orders? 

We will email you our order confirmation.

I placed several orders. Will they be handled separately?

All orders placed online by 10 PM on a work day or by 6 PM on Sunday will be shipped together in the same package. 

Can I add to or change an existing order?

Yes, it is possible. Log in and update your open orders. Once an order has been confirmed you can’t changes them anymore.

How do I cancel a placed order?

You can withdraw from your order without giving any reason within 14 days in text form (via letter or E-Mail). For further information please see withdrawal instruction in our General terms and conditions.

How do I become a customer at Matsouri.de?

Just click on the link “Register“ and follow the instructions. 

Shipping and Delivery

How long will the delivery take?

Delivery time within Germany and to EU countries is 2-4 work days.

Can I change my delivery address?

Yes, you have different options:

Delivery to invoice address

You may choose to have products delivered to an address identical to your invoice address. Delivery to your standard address

The goods will be sent to your standard address as specified in our online shop. 

Delivery to a new address

You can specify a new delivery address during the order process.

What happens if I'm not at home to receive my purchased items?

If you are not available to take delivery of your parcel, a delivery slip with further instructions will be left in your letterbox. The courier will attempt re-delivery the following working day. If delivery is still unsuccessful a card will be left and the parcel returned to the depot. Should this fail the parcel will be returned to us and we will contact you directly. 

My name or my address changed. What should I do?

You can easily update your name and address using link „My Matsouri“.

How do you calculate the shipping costs? 

The shipping costs will be charged depending on the method of payment – Advance Payment, PayPal Plus or Cash on delivery.

Shipping costs: 
Advance Payment or PayPal Plus – freight-free supply within Germany (11,00 EUR to other EU countries), up to 31,5 kg;
Cash on delivery − 9,95 EUR, within Germany only, up to 31,5 kg.

What courier do you use for deliveries?

Parcels with the ordered goods will be delivered via the courier DPD. 

Do I have to pay the shipping costs for every order I place?

All orders placed online by 10 PM on a work day or by 6 PM on Sunday will be shipped together in the same package.

Payment

Which payment methods can I use?

We currently accept Advance Payment, PayPal Plus (PayPal, debit note, credit card, and cash on delivery (within Germany only).

Advance Payment: 

If you choose to pay in advance, your item will be reserved for 5 work days and dispatched as soon as we receive your payment. Please always indicate your order number in the reference field of the transfer form.

PayPal Plus (PayPal, credit cart)

If you choose to pay via PayPal Plus you will be redirected to the PayPal website. After confirming the details of your purchase, the amount due will be automatically deducted from your account. Then you will be redirected to our shop where you can finish your order.

Cash on delivery (for Germany only):

With cash on delivery shipping, your shipment is only handed over upon payment of the specified cash on delivery sum to the shipping company. Additional costs are 9,95 EUR 

Where can I find your bank account?

Our bank account:

Beneficiary: Ilona Bocskor

Commerzbank 

IBAN DE37 1004 0000 0501 1739 00

To facilitate processing of your purchase, please always indicate your order and customer number in the payment order.    

Returns

Can I return my item purchased in a store and who will be responsible for the return fees?

Yes, you have the right to withdraw from your order without giving any reason within 14 days in text form (via letter or E-Mail). For further information please see withdrawal instruction in our General terms and conditions.

You shall bear the costs of returning the goods.

How do I return my item?
If you withdraw from your order, the item shall be sent back to:

MATSOUR'I, Los-Angeles-Platzt 1, Lobby Steigenberger Hotel, 10789 Berlin, Deutschland

We guarantee to refund every item, provided that the item is unworn and in faultless condition. New and unused means that neither the item nor the labels show signs of usage. All labels and tags must be secured to the articles without being damaged. We do not accept any goods which are returned to us with signs of usage. In this case, we will return the goods to the customer.

Please note that the returned items will be your responsibility until they arrive, and that we will not accept responsibility for items lost during shipping.

We guarantee to refund any item, provided that the item isn’t damaged, soiled, washed, altered or worn and that any labels or tags are still intact. 

How will you refund my returns?

If you return an item, the balance will be refunded to you within 14 days using the same method of payment that you used for initial transaction.