FAQ's

FAQ's - Website Navigation

Q. "What is the best web browser to use?"
A. We have developed this website to work on all web browsers. The best visual experience will be on Internet Explorer, while the fastest page views can be achieved on Firefox.

FAQ's - Placing and Processing an Order

Q1. "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?"
A1. We are currently working on this and will have an answer for you shortly.

Q2. "I have a problem with my order going through the PayPal system."
A2.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 are still unable to complete your transaction with PayPal then please call one of these numbers;
USA & 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

Q3. "If I don't have a Debit or Credit Card can I still use PayPal?"
A3. PayPal accept Debit or Credit Cards. If you do not have one of these cards, then try PayPal's eCheque payment facility.

Q4. "How do I place my Matula Order?"
A4. Look for the "Buy Now" buttons for the respective currencies and by pressing on the one relevant to your choice 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 we will also acknowledge by email that your Order has been received.

Q5. "After I have placed my order how long does it take to ship it to me?"
A5. It will take a maximum of 2 working days, but normally we ship 1 working 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.

Q6. "Can I place my order for Matula over the phone?"
A6. At the moment we can only accept orders through PayPal, or by direct bank transfer.

Q7. "Can I buy Matula anywhere else?"
A7. At present, Matula can only be purchased exclusively from this website.

Q8. "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?”
A8. 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.

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Q1. "How long will it take me to receive my order once it has been shipped?"
A1. This depends on whether you have chosen Registered Airmail or the Fast Track Service. Please do note, however, that the Fast Track Service is only available at the moment if you live in the USA.

If you chose Registered Airmail you can expect delivery between 8 to 14 days for most countries and between 5 to 8 days if you live in the United Kingdom. If you chose the Fast Track Service then expect delivery in 2 to 3 working days. If you live in Canada then please expect delivery between 4 to 6 working days.

Q2. "What shipping method do you use?"
A2. At present we offer two shipping options - a Registered Airmail (all destinations) and Fast Track (USA only) Delivery Service to both physical street addresses or PO Box Addresses, depending on what shipping address you provide us with.

Q3. "When my order arrives do I have to personally sign for it?"
A3. Yes, we send all order shipments by Registered Airmail with a tracking number. When you receive your order you will be required to produce proof of your personal identity that links to your postal address or PO Box number. This will be in the form of an ID Document or Passport. We have designed it this way to make sure you get your order and eliminate the possibility any fraud occurring.

Q4. "How can I check the delivery status of my order, once it has been shipped?"
A4. This is a fairly simple process. If you would like to check the progress of your order within 3 days of receiving the shipment notification and Tracking Number e-mail we send to you, then visit www.sapo.co.za. Now click on "Track and Trace" link that you will find in the menu under services in the top right hand side of this website. Then enter your tracking number without the ZA at the end of it. The status will be displayed regarding your order.

After 3 days please log onto the Postal Service in your country. This may for example be www.usps.com (for the USA) or www.canadapost.ca/business/default-e.asp (for Canada).

Please note:
USPS only post the status of your order the day before they deliver it to you. So if you check on www.usps.com track and Confirm and it says “There is no trace of this item” please do not get worried. We are sorry about this inconvenience, but it is beyond our control. If you do get a trace, this means you will get delivery the next day.

Look for the Tracking option and enter your personal tracking number. Please note that you should type in all characters with CAPS on and without any spaces between them. For example if your tracking number is RD123654234ZA type it exactly like this. You will then be able to view the status of your delivery.

Please note that Royal Mail in the United Kingdom do not recognize International Tracking numbers in their system.

Q5. "What would happen if I made a mistake with my address and my parcel was returned to to you?"
A5. All postal services around the world are bound by regulations to only deliver items that have a full and correct address, particularly when the item has been sent by Registered post. If your address is incorrect or incomplete then your parcel will be returned to us.

When deliveries are returned we will contact you and confirm that you have provided us with an incorrect postal address details. When you have reconfirmed or corrected your address details, we will correct the delivery address and place the reshipment on hold. We will release your order as soon as we have received your payment for the additional shipping fees. Once your payment has cleared, we will immediately ship your order to you.

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FAQ's - Contacting Us

Q1. "How can I contact you?"
A1. You can click on the 'Contact Us' navigation button on the top of this page or you can click here to access this page now. If you wish to speak to us then you can call one of two International numbers as follows:- If you reside in the USA or Canada please call (540) 322 2250 or if you reside in Europe please call us on +44208 1446148

Q2. "Have you got a Customer Services Center?"
A2. Yes we do indeed. Our trained and friendly Team are always happy to deal with your enquiries, promptly, politely and with your best interest at heart.

Q3. "Do you have a telephone number where we can contact you?"
A3. Yes we do. You can call one of two International numbers as follows:- If you reside in the USA or Canada please call (540) 322 2250 or if you reside in Europe please call us on +44208 1446148. We will gladly assist you with your enquiry. Remember though that we operate during business hours only (see Q4 below).

Q4. "What are your business hours?"
A4. Our business hours are based on GMT (+00.00) in the United Kingdom. Monday through Saturday from 9 am to 6 pm each day.

Q5. "After placing my order I didn't receive confirmation from you by e-mail. Why did this happen?"
A5. The cause of this is that some ISP's like AOL block some incoming emails as spam or junk mail. To prevent this problem and to make sure that you receive all emails from us;

this is all you have to do in Outlook or Outlook Express;

1. On the Tools menu, click Options.
2. On the Preferences tab, under E-mail, click Junk E-mail.
3. Click the Safe Senders or Safe Recipients tab.
4. Click Add.
5. In the Enter an e-mail address or Internet domain name to be added to the list box, enter @perfectly-natural-herbs.com, or "perfectly-natural-herbs.com" or *.perfectly-natural-herbs.com and then click OK.

Click here for more information on whitelisting please

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FAQ's : Using PayPal

Q1. "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?"
A1. You can now place orders and make direct payment into our bank account. Simply click here and choose the Flag that suits you best. Then follow the instructions in the middle of the next page, where you are asked if you would prefer to make a direct payment.

Q2. "I have a problem with my order going through the PayPal system."
A2. 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 payment (see Q1 above).

Q3. "If I don't have a Debit or Credit Card can I still use PayPal?"
A3. 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 payment (see Q1 above).

Q4. "How do I place my Matula Order?"
A4. You will find this facility at the bottom of this page. Look for the "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.

Q5. "After I have placed my order how long does it take to ship it to me?"
A5. It will take a maximum of 2 working days, but normally we ship 1 working 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.

Q6. "Can I place my order for Matula over the phone?"
A6. 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.

Q7. "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?”
A7. 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. O alternatively, you can opt to make a direct payment (see Q1 above).

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