1. Who are we?

2. Can I buy products, that are not offered on the website?

3. How do I complete an order on your website?

4. How can I pay?

5. Is the VAT included in the price?

6. What about the shipping costs?

7. Is it possible to indicate a different delivery adress then the billing adress?

7a. Can you deliver to my german "Packstation"?

8. How to know if my order is correct?

9. How to cancel an order?

10. How to change an order?

11. What are the opening times? Can I buy directly in the store?

12. Is it possible to exchange an order?

13. What to do if my package arrives damaged?

14. What to do if my package does not arrive?

1. Who are we?

Delicatino GmbH is a company specialized in the sale of products from South America, mostly through the internet. The Headquater is settled in Bremen, in the North of Germany:

Neidenburger Str. 9, 28207 Bremen
Tel:+49 (0)421 40 89 77 70
Fax: +49 (0)421 43 77 362
Email:info@mate-tee.de

You can make purchases through our website, by telephone, fax, email or directly in our storage in Bremen.

2. Can I buy products, that are not offered on the website?

On our website you can find all available products. If you are interested in other products please send us an email to info@mate-tee.de.

3. How do I complete an order on your website?

For making a purchase you have to do the following steps:

• Select the products you like to buy
• Click “Checkout”
• Enter your emailadress and password and click “sign in”
• Select the mode of shipment and click “continue”
• Select the mode of payment and click “continue”
• Click “comfirm order”

4. How can I pay?

You can pay in the following ways:

• By direct debit, you get 5% discount on the purchase price. This payment method is only possible with German banks and the money is debited directly from your bank account.
• With a Credit card
• Payment in advance. You will get an email with our bank details to do the transfer. Once we have the money on our bank account we will send the merchandise.
• By Invoice. You pay the invoice by bank tranfer after you received the package. This payment method is only possible from the second order.
• Paypal
• On delivery, only for deliveries within Germany and orders by phone, fax or email. For this service you have to pay additional costs of 6,00€ and the total amount has to be paid in cash upon delivery.

5. Is the VAT included in the price?

All prices shown include the VAT. The shipping costs are not included.

6. What about the shipping costs?

You can find the shipping costs here: http://www.matetee.de/catalog/shipping.php?language=en

7. Is it possible to indicate a different delivery adress then the billing adress?

You can give a different delivery adress. During the order process you will find a page with the delivery information. To change the delivery adress click “change adress”, enter your adress and click “continue”. Please note that the new adress will be saved for future deliveries.

7a. Can you deliver to my german "Packstation"?

We can delivery to german "Packstations", please complete the delivery adresse like this:

8. How to know if my order is correct?

If you sign in at ”My account” you will see all orders up to that moment and the corresponding status.

• Open, for orders that have not been edited yet
• In progress, for orders to be prepared or waiting for payment in advance
• Goods on the way, for packages that have been sent

9. How to cancel an order?

To cancel an order send uns an email info@mate-tee.de or call us +49 (0)421 40 89 77 70. Tell us your order number, please. If the order is just paid by bank transfer send us your bank details for the refund. If you just paid with credit card or paypal the refund will occure automatically. If the order is already on the way a cancel is not possible.

10. How to change an order?

To change your order send us an email info@mate-tee.de or call us +49 (0)421 40 89 77 70. Tell us your order number, please. If the order is already on the way a change is not possible.

11. What are the opening times? Can I buy directly in the store?

The opening times are: Monday-Friday 8.30 am till 5.30 pm. By telephone you can contact us under +49 (0)421 40 89 77 70. You can also come personally to our storage in Bremen to buy products: Neidenburger Str 9, 28207 Bremen.

12. Is it possible to exchange an order?

You can exchange an order or a product. In that case please contact us by email info@mate-tee.de or telephone +49 (0)421 40 89 77 70. We will inform you in which way an exchange can be made, depending on the case. Please also consider our General Terms and Conditions.

13. What to do if my package arrives damaged?

If the package or the products arrive damaged please contact us immediately. You can do it by email info@mate-tee.de or telephone +49 (0)421 40 89 77 70. We will find a solution for the problem.

14. What to do if my package does not arrive?

If your order has been shipped within Germany you will get at the point of dispatch an automatic message with the parcel number and the website of the carrier. Here you will find all the necessary information.

If your order has been sent abroad or if you have any other question regarding the delivery you can contact us under +49 (0)421 40 89 77 70 or by email info@mate-tee.de