Shipping Policy

1. Where we ship

We currently ship to Spain and the Netherlands only — our launch markets. If you don't see your country at checkout, we don't ship there yet — write to info@wematedrink.com and we'll tell you when we expand.

2. When we ship

We Mate launches publicly in September/October 2026. Orders placed before launch (including Founding 500 orders) ship in the launch window. You'll receive an email when your order is on its way, with tracking details where available.

After launch, orders are processed within 2 working days (Monday–Friday, excluding Dutch public holidays) and dispatched on the same or next business day.

3. Shipping methods and times

These are estimates from the dispatch date, not from order placement. Actual delivery may vary due to carrier load, customs processing, or events outside our control.

4. Shipping costs

Shipping is free on every order during our pre-sale — to both Spain and the Netherlands.

The total you see at checkout is the total you pay. No shipping charges, no hidden fees.

5. Customs, duties, and import taxes

For shipments within the EU (Spain and the Netherlands) no customs duties apply. VAT is included in the price shown.

6. Order tracking

Once your order ships, you'll receive a confirmation email from noreply@wematedrink.com with a tracking number and link. Tracking information is updated by the carrier and may take up to 24 hours to become active.

If your tracking shows no movement for more than 5 working days after dispatch, contact us at info@wematedrink.com and we'll investigate with the carrier.

7. Delivery problems

Wrong address

It's your responsibility to provide an accurate, complete delivery address. We are not responsible for orders delivered to incorrect addresses provided by the customer. If a package is returned to us as undeliverable due to an incorrect address, we'll contact you to arrange re-shipment at your cost, or issue a refund minus the original shipping cost.

Failed delivery

If a carrier attempts delivery and you're not available, the package is usually held at a local pickup point or returned after a number of days specified by the carrier. Tracking information will indicate next steps. We are not responsible for packages returned to us after failed pickup attempts.

Lost or stolen packages

If tracking shows your package as delivered but you haven't received it, contact the carrier first to verify the delivery location. If the package cannot be located after a carrier investigation, contact us at info@wematedrink.com and we'll work with you to resolve the issue. Risk of loss passes to you upon delivery as confirmed by the carrier's records.

Damaged in transit

Cans dented in transit beyond what's necessary for the can to function (i.e. so badly that the can is unfit for consumption) qualify as damaged Products. Contact us within 48 hours of delivery with photographs and your order number. We'll arrange a replacement or refund at no cost to you. See our Return Policy, Scenario A.

Light surface scratches or minor cosmetic dents that don't affect the can's integrity are normal for aluminium packaging in transit and do not qualify for a return.

8. Address changes

Need to change your delivery address after placing an order? Email us at info@wematedrink.com as soon as possible. We can amend addresses before the order is dispatched. Once dispatched, we cannot reroute packages — you'll need to coordinate with the carrier directly.

9. Bulk and HORECA orders

Are you a café, gym, yoga studio, co-working space or other venue interested in stocking We Mate? We offer dedicated trade terms and pricing. Fill in the contact form on our pre-sale page and we'll get back to you.

10. Updates to this policy

We may update this Shipping Policy from time to time to reflect changes in carrier partners, rates, or delivery zones. The updated version will be marked with a new "Last updated" date.

11. Contact

For shipping questions or delivery issues: info@wematedrink.com.

The Mate Company B.V. · Amsterdam · 2026