Info
How can you contact us?
- send an email to val@kumikomatcha.fr
- or use the easy contact form at the very bottom of this page
How much does delivery cost?
🇫🇷 Mainland France, 🇧🇪 Belgium, 🇱🇺 Luxembourg:
- Fast delivery - 2 to 5 days, free for orders of 45€ or more
- or a contribution of 4.95€
🇨🇭 Switzerland: delivery is free for purchases of 99€ or more, or a contribution of 8.99€
🇫🇷 French overseas territories: delivery (4 to 12 days) costs 19.99€ or is free for orders of 199€ or more
🇪🇺 European Union: for most EU countries, delivery is free for orders of 99€ or more, or a contribution of 8.99€
🇨🇦 Canada and 🇺🇸 United States: delivery is free for orders of 99€ or more, or a contribution of 14.98€
Worldwide: delivery is charged at cost and the choice is possible before payment of the order.
Thank you so much to all my international customers, I have done my best to offer free shipping based on the at-cost prices charged by the carriers.
How and when is my order shipped?
- We ship worldwide
- All orders are shipped by the logistics services of our logistics partner "Sympl", located in the Val d'Oise and certified FR-BIO-10 in accordance with the Organic Agriculture specifications for the storage of organic products
- Our logistics partner "Sympl" uses a special machine to create custom-sized boxes made from recycled cardboard based on the dimensions of the items in your order. "Sympl" uses eco-friendly water-based tape to seal the boxes.
- Delivery of your order in perfect condition is guaranteed, as is your satisfaction
- A tracking number will be emailed to you as soon as your order has been processed
- Orders are shipped the same day if placed before 1:00 PM, or the following day.
- You can expect to receive your order within 2-4 business days with standard delivery (more like 2-3 business days if you live in a big city)
- We do not ship on weekends
- Despite all our efforts and those of our logistics partner, there may be unexpected delays, for example during the holiday season. If you have not received your order within the expected timeframe, the best option is to contact us by email at val@kumikomatcha.fr so that we can personally take care of you.
Our Guarantee
We want your experience to be as satisfying as possible, and for you to be able to count on us to make your life easy.
If at any time you are not satisfied with your order or your experience with Kumiko Matcha, we will do everything in our power to make it right.
According to our terms and conditions, we accept all returns and order cancellations within 30 calendar days (provided that the products are complete, in their original unopened packaging, and free from signs of use or damage)
In any case, make it a habit to contact us at val@kumikomatcha.fr for any issue, we will always take care of you.
More information:
Any questions?
If you have questions, maybe we have already answered them:
- on the frequently asked questions => click here page
- Would you like to know the status of your order? click here
If you have any other comments or questions, feel free to share them with us at val@kumikomatcha.fr
Your message will arrive directly in my personal inbox and I will always take care of you!
Businesses
If you represent a business or a professional clientele, head over to your dedicated page by clicking here.
Kumiko Matcha is a brand of the company VALICOM & DECO:
- SIRET: 794117051 00019
- Head Office: 38 rue le laboureur, 95160 Montmorency, France.
- Postal address for returns/shipping:
SAS DAT Sympl
C/O VALICOM DECO Kumiko Matcha
Site Exertis quai 96
1 rue Jules Valles
95670 Marly La Ville
FRANCE
Consumer Mediation Service
My philosophy for supporting our customers and our community is to do everything in our power to make your experience positive and satisfying.
I thought I would not need a mediator, but I learned that it is a legal obligation for any company that sells to "consumers".
So, in accordance with the law, we have signed up with a consumer mediator. This is a person who is there to amicably and impartially settle a dispute between a professional (Kumiko Matcha) and a consumer (you, our customers).
There is a list of options provided by the government and I chose to work with Jean-Philippe Duval from "Médiation - vivons mieux ensemble" because he was the one who appealed to me the most and seemed the most "human".
Here is the legal information wording regarding the contact details of "Médiation - vivons mieux ensemble":
Amicable settlement of disputes between the professional and the consumer in accordance with articles L611-1 to L 641-1 and R 612-1 to R 616-2 of the French Consumer Code.
In the event of an unresolved dispute between the Professional and the Consumer, the consumer may refer the matter to the consumer mediator.
Before referring the matter to the consumer mediator, the consumer must already have attempted to resolve their dispute directly with the professional through a written complaint or must have made a complaint in accordance with the terms of the contract concluded with the professional.
Consumer mediation is an out-of-court settlement of consumer disputes.
If the conditions are met, consumer mediation will proceed according to a precise process and in accordance with the legislation in force.
The procedure is free of charge for the consumer (R612-1 of the French Consumer Code).
Instructions for contacting the consumer mediator:
MEDIATION – VIVONS MIEUX ENSEMBLE
www.mediation-vivons-mieux-ensemble.fr
465 avenue de la Libération 54 000 NANCY
mediation@vivons-mieux-ensemble.fr
Important:
- Never send original documents to the consumer mediator. Please make photocopies
- Never send defective, disputed, or refund-related items to the consumer mediator
European online dispute resolution platform:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=FR
val@kumikomatcha.fr
Easy contact form
You can contact us directly using this contact form to receive a reply quickly (most of the time in less than 24h).
You can also reach us directly at val@kumikomatcha.fr