Only Monday to Friday are working business days – we do not ship or deliver on Saturday or Sunday unless you specifically choose a Saturday delivery when you place your order on Friday. If you select next working day on Friday before 3pm GMT, it will arrive on Monday. All orders placed after the 3pm GMT cut-off on a Friday will be processed on the next working day Monday, and delivered according to whichever shipping option you have chosen.
By ordering Dokha internationally, the customer acknowledges and agrees to the following policy.
mtsmoking.com reserves the right to cancel, hold, or decline any order we deem suspect without notification.
mtsmoking.com will not be held responsible for any foreign fees incurred and said fees will be the sole responsibility of the purchaser. These fees could include, but are not limited to, duties, import fees, excise taxes, etc. In addition any packages confiscated, destroyed, or held by customs is also the responsibility of the customer.
Products ordered and returned to us by a customer’s local Customs will be refunded to the purchaser, less the customer’s original shipping fee and the courier return shipping costs. A 10% restocking and administration fee will also be levied.
If any international order paid via Credit Card is contested by the customer we will forward a copy of this policy directly to the Credit Card Company along with a copy of the invoice where the customer indicated they agreed to this policy.
By placing an international order, you are agreeing to abide by our Shipping & Delivery Policy, as outlined above.
If you are having trouble placing an international order, please e-mail us at service@mtsmoking.com and one of the Matrix Smoking Team will help you to complete your order.
Cancellation and refund requests
Cancellation and refund requests can only be entertained for those orders placed on mtsmoking.com that have not already been processed for packing or already shipped. Cancelled orders will incur an administrative fee of £10.
If you are not entirely happy with your purchase, for whatever reason, we will cheerfully issue a product refund, once we have received the product back. If, for example, a product has been damaged in transit or you received a product that was not what your ordered, they are grounds for issuing a full refund, including the cost of shipping.
If, however, you have chosen the wrong blend or strength of blend, we are happy to replace it, but we will request you return the blend in your possession to us, at your own expense, and we will make a charge to re-send a different blend. We will only accept a ‘wrong choice‘ bottle back that is 3/4 full!
To request a refund, or to exchange a blend for a more appropriate strength for your needs, simply contact us, either by telephoning +97 152 744 9600 or by e-mailing matrixsmokingdxb@gmail.com with your purchase details. Please include your order number (sent to you via email after ordering) and tell us why you’re requesting a refund.
A member of the Matrix Smoking Customer Service Team will respond within 24 hours, if not sooner. Return of, or photographic evidence of ‘damaged in transit‘ or ‘defective goods‘ will usually be required BEFORE any replacement or refund is issued.
In the case of our Merchant partners (Independent Tobacconists), any damaged or defective goods received should be reported within 48 hours of receipt of goods, either by telephoning +97 152 744 9600 or by e-mailing matrixsmokingdxb@gmail.com. Return of, or photographic evidence of damage caused in transit or defective goods will usually be required BEFORE any replacement or refund is issued. If the products received are not what your ordered, you must bring your concerns to the attention of our Customer Service Team. After looking into your complaint the Customer Service Team will make a determination and then take the appropriate action to try to resolve your complaint amicably as soon as possible