information
How to contact us?
- Send an email to val@kumikomatcha.fr
- or use the easy contact form at the bottom of this page
How much does delivery cost?
🇫🇷 Metropolitan France, 🇧🇪 Belgium, 🇱🇺 Luxembourg:
- Fast delivery - 2 to 5 days free delivery for orders over $45
- or participation fee of €4.95
🇨🇭 Switzerland: free delivery for purchases over €99, or a contribution of €8.99
🇫🇷 DOM-TOM: delivery (4 to 12 days) costs $19.99 or is free for orders over $199.
🇪🇺 European Union: for most EU countries, free delivery is available for orders over €99, or there is a €8.99 charge.
🇨🇦 Canada and 🇺🇸 United States: free delivery on orders over $99, or a $14.98 delivery fee
Worldwide: delivery is charged at cost and the choice is available before payment of the order.
Thank you very much to all my international customers. I have done my best to offer postage based on the prices charged by carriers.
How and when is my order sent?
- We deliver 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 according to the specifications of Organic Agriculture for the storage of organic products.
- Our logistics partner "Sympl" uses a special machine to create custom-made recycled cardboard parcels based on the dimensions of the items in your order. "Sympl" uses eco-friendly water-based adhesive to seal the parcels.
- The delivery of your order in good condition is guaranteed, as is your satisfaction.
- A tracking number will be sent to you by email once your order has been processed.
- Orders are sent the same day if placed before 1:00 p.m., or the next day.
- You can expect to receive your order within 2-4 working days with standard delivery (more like 2-3 working days if you live in a major 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 holidays. If you have not received your order within the expected time frame, the best option is to contact us by email at val@kumikomatcha.fr so that we can personally take care of you.
Our Warranty
We want your experience to be as satisfying as possible, and we want you to be able to count on us to make your life easier.
If at any time you are dissatisfied 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 show no signs of use or damage).
In any case, please contact us at val@kumikomatcha.fr if you have any concerns. We will always take care of you.
More information:
Any questions?
If you have any questions, we may have already answered them:
- on the FAQ page => click here
- Want to know the order status? Click here.
If you have any further comments or questions, please do not hesitate to contact us at val@kumikomatcha.fr.
Your message will go straight to my personal inbox, and I will always take good care of you!
Businesses
If you represent a business or professional clientele, visit your dedicated page by clicking here.
Kumiko Matcha is a brand of the company VALICOM & DECO:
- SIRET: 794117051 00019
- Headquarters: 38 rue le laboureur, 95160 Montmorency, France.
- Returns/dispatch address:
SAS DAT Sympl
C/O VALICOM DECO Kumiko matcha
Exertis website, dock 96
1 Jules Valles Street
95670 Marly La Ville
FRANCE
Consumer Mediation Service
My philosophy of customer and community support is to do everything in our power to make your experience positive and satisfying.
I thought I didn't need a mediator, but I learned that it is a legal requirement for any company that sells to "consumers."
Therefore, in accordance with the law, we have subscribed to a consumer mediator. This is a person who is there to settle disputes between professionals (Kumiko Matcha) and consumers (you, our customers) amicably and impartially.
There is a list of choices provided by the government, and I chose to work with Jean-Philippe Duval from "Médiation - vivons mieux ensemble" because he was the one who spoke to me the most and seemed the most "human."
Here is the legal wording for information on the contact details of "Mediation - living better together":
Amicable settlement of disputes between the professional and the consumer in accordance with Items L611-1 to L 641-1 and R 612-1 to R 616-2 of the Consumer Code.
In the event of unresolved disputes between the Professional and the Consumer, the consumer may refer the matter to the consumer ombudsman.
Before contacting the consumer mediator, the consumer must have already attempted to resolve the dispute directly with the professional by means of a written complaint or by making a claim 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 take place according to a specific process and in accordance with the applicable laws.
The procedure is free of charge for the consumer (R612-1 of the Consumer Code).
Instructions for contacting the consumer ombudsman:
MEDIATION – LET'S LIVE BETTER TOGETHER
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 ombudsman. Thank you for making photocopies.
- Never send defective, disputed, or refunded items to the consumer ombudsman.
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 quick response (usually within 24 hours).
You can also contact us directly at val@kumikomatcha.fr