MEMBERSHIP
What are the conditions for joining MATRIARCA?
Matriarca is a community of those who live for wine and crave the discovery of new places, food & people. Given its exclusive nature, access to the club is limited. Once all vacancies are filled, the club will close its doors to new members, who will remain on a waiting list until otherwise notified.
Matriarca UK members must reside in the UK.
Once accepted (and after providing all the necessary information and confirmation of the membership payment), the member will have immediate access to all the advantages of the community.
Offensive behaviour will not be permitted. Matriarca reserves the right to cancel the membership of any member who engages in inappropriate behaviour.
What payment methods are available?
We accept Visa and MasterCard payments for memberships and orders.
How can I manage my personal information?
You can change your personal information by logging into the secure member’s COMMUNITY area of the website. You can then change your personal information, edit the necessary fields, then save all changes.
How can I cancel my membership?
All details about your membership can be viewed in the COMMUNITY area of the website.
To cancel your subscription, please email info@matriarca-club.co.uk and our team will handle your cancellation.
Once we have cancelled your membership, you will lose all Matriarca benefits with immediate effect.
What are the club's operating rules?
To make the community experience enjoyable for everyone, we urge you to comply with the rules below:
- The admission of members under the age of 18 is prohibited, as is the consumption and sale of alcoholic beverages to minors under 18.
- Matriarca UK members must reside in the UK.
- Symington Family Estates reserves, under legal terms, the right to admit members of Matriarca based on the admission criteria and the maximum number of admissions of this club; Symington also reserves the right to remove one of its members based on non-compliance with the rules of conduct.
- The rules for admission and remaining in the club will never be contrary to human dignity, nor will they be discriminatory based on sex, race, religion or social class.
- Matriarca is governed by rules of conduct, access to exclusive events and specific protocols that its members must comply with.
- Individuals of legal age who share the ideals and passion for Portuguese wines may apply to become members of Matriarca.
- The rules for participating in exclusive wine experiences, receiving wines, attening wine events, and access to exclusive benefits will be duly publicised to its members in the appropriate places on the website and by email well in advance.
ORDERS
How can I order wines?
All members have access to a private online shop boasting over 50 Ports and wines, many of which are not readily available on the UK market.
To place an order you will need to login via the SHOP page, 'add to cart' the wines you wish to purchase, then click 'view cart', click 'checkout' and enter your details.
Please note delivery is free for orders over £250, or a delivery charge of £15 will be added to orders below this value. Wine is heavy and expensive to delivery so this charge is only to cover the costs charged to us by our delivery partners.
We are always here to help. If you have any queries or feedback on the ordering process please email info@matriarca-club.co.uk and a representative will be in touch with you as soon as possible.
Do I need to pay for delivery?
Delivery is free for orders over £250, or a delivery charge of £15 will be added to orders below this value at checkout. Wine is heavy and expensive to delivery so this charge is only to cover the costs charged to us by our delivery partners.
We are always here to help. If you have any queries or feedback on the ordering process please email info@matriarca-club.co.uk and a representative will be in touch with you as soon as possible.
How long will it take for my order to be delivered?
Once payment is confirmed, delivery will, under normal conditions, be within 5 working days. We will endeavour to make is sooner for every order.
A tracking reference will be sent via email so that you can monitor the status of your order at all times.
What is Matriarca's delivery method?
Matriarca is partnered with UK Mail and DHL for delivery services.
Once you submit your order, your order will be carefully packaged, personalised and sent to our delivery partner, who will take care of getting it to your home quickly and safely.
EXCHANGES AND RETURNS
Can I exchange or return my order?
All members have the right to request the return or exchange of items purchased through the Matriarca online shop.
After receiving the item, members have up to 30 days to contact the Matriarca team and express their desire to return or exchange the item.
Under what conditions can I return my order?
As soon as the Matriarca team is notified of the request for exchange or return of items, the refund or exchange must occur within 14 days, provided that the following conditions are met:
- The item you wish to return or exchange is in the same condition in which it was purchased;
- No labels or seals were removed or erased;
- The buyer keeps receipts or proof of purchase.
What should I do to request an exchange or refund?
If you wish to request an exchange or return of an item, please follow the following steps:
- Communicate your intention to exchange or return, clearly identifying the items in question as well as the reason for the request, by emailing info@matriarca-club.co.uk
- Attach receipt or proof of purchase of your order and ensure that the date of purchase is visible.
- The Matriarca team will contact you to facilitate the delivery process and schedule an exchange of the item or refund.