FAQ's


Frequently Asked Questions (FAQ's) are those questions which are most frequently asked by our customers. You can save lots of time by viewing our FAQ's if you need an answer urgently. If you don't find a suitable answer in our FAQ's then please feel free to contact us directly.

All questions are answered by email within 2 business days. Just click here and choose the category which best suits your question.

NEED TO CHANGE SHIPPING ADDRESS?

If you need to change your address on your order you must do so within 2 hours of placing your order. We cannot be held liable for wrong shipping addresses. If you need to change your address please click on this button...

Change Shipping Address NOW


Using PayPal

Q."How can I order Matula if I live in a country that is NOT included in the list of countries on the PayPal online Order form?"
A. You can now place orders and make direct payment into our bank account. Simply click here and choose the method of payment that suits you best.

Q."I have a problem with my order going through the PayPal system."
A. One of the most common problems is when you don't enter your name exactly as it appears on your Credit or Debit Card. Please make sure to use the same case, Capitals or lower case exactly as on your card. Another common problem is when you have not entered all the details required by PayPal. Please check that you enter all your details. If you still experience problems please contact PayPal for further assistance, or you can opt to make a Direct or Offline Payment.

Q."If I don't have a Debit or Credit Card can I still use PayPal?"
A. PayPal accept Debit or Credit Cards. If you do not have one of these cards, then try PayPal's eCheque payment facility, or alternatively, you can opt to make a Direct or Offline Payment.

Q."How do I place my Matula Order?"
A.  Click here to find our "Buy Now" buttons and press on the one relevant to your needs. You will automatically connect with the PayPal online ordering process. Please follow the instructions and complete all the information that PayPal require. When you have completed this then click the "Process Order Now" button and your order will be processed. PayPal will send you an Order Confirmation and then we will also acknowledge that your Order has been received.

Q."After I have placed my order how long does it take to ship it to me?"
A. It will take a maximum of 2 business days, but normally we ship 1 business day after we have received your order. The only exceptions will be when we have a Bank or Public holiday in the country we ship from, or when we are waiting for additional information from our customers.

Q."Can I place my order for Matula over the phone?"
A. At the moment we can only accept orders through PayPal, or directly into our bank account (see Q1). Our future plans are to provide you with even more options to make payments.

Q."I don't have a credit card or PayPal account. Can I ask a relative or friend to place an order through PayPal on my behalf?”
A. Yes you can. Please ask your relative or friend to enter your name and address in the PayPal order processing page section where it asks (Is your shipping address different to your Billing Address?). We can then ship your order directly to you. It is important that you ask your relative or friend to add your name and address in the space provided because we ship your order through Registered Airmail and you will have to sign for it and show proof of your address when you receive it. We use this method to ensure the least possible risk through the Postal Service. Or alternatively, you can opt to make a Direct or Offline Payment.


Shipping

Q."How long will it take me to receive my order once it has been shipped?"
A. Fast Track orders are usually delivered in 7 days or less. This is an estimate based on historical delivery times, and cannot be guaranteed.

Q."How can I change my shipping address after completing my order?" 
A. This needs to be done within 2 hours of placing your order - If you need to change your address please click on the button below.

Change Shipping Address NOW

IMPORTANT FAST TRACK CHARGES NOTE:
Please note that all Matula Herbal Formula orders are shipped from South Africa. 

Q."What shipping method do you use?"
A. At present we only offer a Fast Track Courier Service to physical street addresses. PO Box addresses are nt acceptable.

Q."When my order arrives do I have to personally sign for it?"
A. Yes, when you receive your order you will be required to produce proof of your personal identity. 


Placing and Processing an Order

Q."I have a problem with my order going through the PayPal system."
A. One of the most common problems is when you don't enter your name exactly as it appears on your Credit or Debit Card. Please make sure to use the same case, Capitals or lower case exactly as on your card. Another common problem is when you have not entered all the details required by PayPal. Please check that you enter all your details correctly.


If you are still unable to complete your transaction with PayPal then please call one of these numbers;
USA and Canada 1-402-935-2050
United Kingdom 08707 307 191

PayPal's friendly operators will be there to assist you. They are open between the following hours:
4:00AM to 10:00PM Monday through Friday
6:00AM to 8:00PM on Saturday and Sunday

Q."I have a problem with my order going through the PayPal system."
A. PayPal accept Debit or Credit Cards. If you do not have one of these cards, then try PayPal's eCheque payment facility.

Q."How do I place my Matula Order?"
A. Click here to find our "Buy Now" buttons and press on the one relevant to your needs. You will automatically connect with the PayPal online ordering process. Please follow the instructions and complete all the information that PayPal require. When you have completed this then click the "Process Order Now" button and your order will be processed. PayPal will send you an Order Confirmation and then we will also acknowledge that your Order has been received.

Q."After I have placed my order how long does it take to ship it to me?"
A. It will take a maximum of 2 business days, but normally we ship 1 business day after we have received your order. The only exceptions will be when we have a Bank or Public holiday in the country we ship from, or when we are waiting for additional information from our customers.

Q."Can I place my order for Matula over the phone?"
A. No - this is in the interest of your own security. At the moment we can accept orders through PayPal, Western Union or by direct bank transfer.

Q."Can I buy Matula anywhere else?"
A. At present, Matula can only be purchased directly from this website.

Q."I don't have a computer of my own. Can I ask a relative or friend to place an order through PayPal on my behalf?
A. Yes you can. Please ask your relative or friend to use all their own details when placing the order. As soon as the transaction is complete the person who made payment will be returned to our site, and an option to change the shipping address will be given. We can then ship your order directly to you. It is important that you ask your relative or friend to add both your name and your address, because you will have to sign for your order when it is delivered to you. We use this method to ensure the least possible risk through the Postal Service.