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Shipping & returns

Thank you for ordering from MATT & NAT.  Please note, we are currently receiving a high volume of orders and processing time may take longer than expected.  We are working hard to ship you order as quickly as possible.  Thank you for your patience and understanding.

 

Return/Exchange policy

 

How can I return/exchange my order?

If you wish to return/exchange an item purchased at full price and on the MATT & NAT website, you must contact us first at [email protected] within 30 days you have received your order. Please note, you must contact us prior to sending the package, as our return address may be different from the address we shipped your order.  We are more than happy to accommodate returns/exchanges of items that have not been opened, worn or tampered with.

We will provide you with an RMA form to be completed.  Once we receive the completed RMA form, we will send you the return instructions with an RMA number. We will provide the correct return address that is closest to you. MATT & NAT products must be securely packaged and be accompanied with a copy of your RMA form. Please note that RMA number will facilitate tracking your returned product and expedites the process.  If a return is sent to the incorrect address and if custom fees are applied, the cost will be deducted from the return.

Shoe Returns:

Please note that we will refund unworn items when you return it in perfect condition, within 30 days of purchase.  Any returns requested past 30 days’ period, are eligible for an exchange only. Footwear must be accompanied by the original shoebox bearing the tags and/or special protective or packing materials.

Items purchased from other retailers, including websites other than MATT & NAT, should be returned to the store from which it was originally purchased and should be subject to the return policy of the originating retailer.

We make every effort to indicate the shoes we sell run large or small. However, there is no universal regulation of shoe size. We encourage you to contact us prior to ordering in and effort to deliver the correct size. Sizing issues are not considered product defects, so customer is responsible for return shipping.

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Please note: If you are going to try on your shoes for fit and comfort, please wear on a soft and clean surface like carpet.

Can I return a gift I received for an exchange/refund?

We can only accommodate your exchange request if the item was purchased on Matt & Nat website. The exchange can only be processed for an item of equal value or less. The refund will only be processed back to the purchaser’s original form of payment.

Do I have to pay for shipping of my return/exchange?

Customers are responsible for returning the item(s) at their own expense.  We recommend to send your return with a tracking number and insurance because MATT & NAT are not responsible for lost returns.

What is the processing time for returns/exchanges?

When returning an item please allow 3 weeks from the return ship date for the return/exchange to be completed.  For refunds, please allow 1-2 billing cycles for the credit to appear on your statement.

Please note, for any exchanges, once the original package is returned, it is not guaranteed that the new exchange will be available due to time constraints.  In order to ensure that your item is available for exchange, we recommend you to return the original item and then place a new order. The full refund will be issued for the original item as per our returns policy.

Can I return an item purchased on sale?

All sale items are FINAL SALE and cannot be returned or exchanged. Please see warranty claims for Final Sale items below.

Return/exchange of retail store purchases

Requests for refund or exchange of merchandise purchased at a retail store or 3rd party websites, must be made directly though the retailer where the item was purchased.  We only process returns and exchanges for items purchased on the MATT & NAT website.

Do you refund bank charges and custom fees?

We do not refund any custom/international fees; these are to be paid by the receiver.  Please see our duties and international fee policy for further information.

Any additional fees charged by your bank institution are to be paid by the customer.  MATT & NAT does not charge any bank fees (e.g. International bank fees) nor collect any of these fees.  We suggest contacting your credit card company for further information.

What is your e-gift card policy?

E-gift cards are final sale. Once the unique gift card code has been generated we are no longer able to cancel the gift card.

Gift cards cannot be applied to passed purchases.  The gift card is to be used at the time of check out.

Please note, if your order is under $100 USD/CA, £50, €70 or $200 USD (for international and Australian orders) the gift-card will not absorb the shipping fee cost. The customer will be responsible for the shipping cost.

Warranty Claims

What is your warranty policy?

MATT & NAT’s 1 year limited warranty is subject to the following conditions:

  1. MATT & NAT merchandise purchased FULL PRICE on our website is effective within 1 year of the purchase date.
  2. A copy of your order confirmation must be provided to validate the warranty;
  3. MATT & NAT shall not be liable under this warranty if any damage or defect result from (i) misuse, abuse, neglect (ii) accidental (iii) any modifications or alterations made (iv) wear and tear;
  4. If the item is no longer available, we will substitute the item for one of equal value of your choice.
  5. If the item was purchased within the last 30 days and at full price, it will be eligible for full refund or exchange. Warranty claims after the 30 days are not eligible for refunds.
  6. Please note that we offer warranty to bags and wallets only.

Warranty policy for items purchased on sale.

All items purchased on sale are considered to be final sale and are eligible for 3 months warranty from the date of purchase. MATT & NAT’s 3 months limited warranty is subject to the following conditions:

  1. A copy of your order confirmation must be provided to validate the warranty;
    1. MATT & NAT shall not be liable under this warranty if any damage or defect result from (i) misuse, abuse, neglect (ii) accidental (iii) any modifications or alterations made (iv) wear and tear;
    2. If the item is no longer available, we will substitute the item for one of equal value, at our discretion;

Please note, MATT & NAT has the right to decline a claim if it does not meet our criteria. Please contact us at [email protected]  for any warranty claims. Please provide 2-3 photos of the item, your purchase order number and a description of your claim.

Are items purchased outside of the MATT & NAT website covered by the warranty?

Requests for exchanges of merchandise purchased at a retail store or 3rd party websites, must be made directly though the retailer where the item was purchased.  We advise you to keep a copy of your original receipt for any possible warranty claims. The retail store will contact us on your behalf if necessary.

 

Shipping and delivery

 Orders are shipped from our warehouse located in either Canada, USA or UK.  We ship Monday through Friday, excluding weekend and select holidays.  Orders are not processed the same day; it may take 1-2 business days to process your order.   A tracking number is normally available within 2-5 business days after placing your order. If you do not receive a tracking number within 5 business days after placing your order, please email us at [email protected] so we can look into the matter.

We are committed to do all in our power to ensure our clients’ orders are completed fully and without delay, whenever possible.  However, please note orders’ arrival dates cannot be guaranteed as the volume of orders, postal mishandling and technical malfunctions could have an influence.

An email with your tracking number will be sent once the goods have left our warehouse. Please note, we only offer regular shipping at this time. Transit time and courier service may vary depending where your item was shipped from.

Please note, all our packages are shipped with signature requirement. Kindly provide an address where a recipient will be available to sign for the package.  If no one is available at the time of the delivery the package will be returned to our warehouse.

The following information is the estimated timeframe you should receive your order after it has been shipped:

Destination Service Estimated transit time
Canada UPS or Canada Post 3-7 business days
United States UPS or Canada Post 3-10 business days
UK DPD 3-5 business days
Europe DPD or TRAKPAK 5-10 business days
International UPS or Canada Post 10-15 business days

 

UPS does not ship to PO Boxes therefore; it is best to provide a residential/work address.

Please note, if a MATT & NAT account is created after placing an order, the order will not appear in your dashboard. We are also unable to link the order to a new account.  Only orders placed with a MATT & NAT account will appear in your account.  If you place an order as a guest, you will still receive a shipping notification with a tracking number.

UPS

UPS will return the package to our warehouse after the 3rdunsuccessful delivery attempt. They may hold the package at a facility near you after the 3rd unsuccessful delivery attempt.  Check the UPS site frequently for any status updates. A notice card will be left where you may pick up the parcel. If you do not receive a notice card, please contact UPS to confirm the facility address for pick up. If the parcel is not picked up it will be returned to us.  Please visit the UPS site for further information.

If your package is returned, please contact us at [email protected] for further assistance.

Canada Post

For any international shipments (including USA), shipped with Canada Post, the parcel will be transferred to your local courier.  Once the package leaves the shipping country, the package is not traceable until it reaches its destination. Once the parcel is picked up by your local post office, you may track the shipment on their website.

If a delivery attempt is unsuccessful, Canada Post may hold the package at a facility near you.  Check the Canada Post or your local post office site frequently for any status updates. A notice card will be left where you may pick up the parcel. If you do not receive a notice card, please contact Canada Post or your local post office to confirm the facility address for pick up. If the parcel is not picked up it will be returned to us.  Please visit the Canada Post site for further information.

If your package is returned, please contact us at [email protected] for further assistance.

International orders

On rare occasion international shipping to some countries can take 4-6 weeks.  Once the package leaves the shipping country, the package is not traceable until it reaches its destination. We are not responsible for any delays caused by the destination country’s customs clearance process or by the courier transit time.

Duties and International Fees

Typically, applicable customs or import duties are charged when the package arrives at its destination country.  Fees on a shipment have to be paid by the receiver (also applicable to retail and wholesale customers). These fees are paid to your local carrier or government. These fees are not implemented or collected by MATT & NAT, and thus cannot be refunded.  MATT & NAT does not have control over these fees and cannot estimate or confirm what the fees would be, since customs policies and import duties vary from country to country.  We recommend contacting the local customs office for information on fees before placing your order, to avoid unforeseen charges.

UK/Europe/International: We ship packages DDU (duties and taxes unpaid) and can be subject to import duty. We are unaware of these charges and if contacted via our shipper, our customer will be responsible for these charges prior to receiving their order.  Please contact your local customs office for further details of these charges.

Europe: VAT (value added tax) is included in all prices. A £12.50 duty fee applies to all international orders made from Croatia, Norway, Switzerland and Sweden.

USA: Items that are not available in one location will automatically be shipped from our Canadian warehouse.

Canada: All orders are shipped from our Canadian warehouse.

Wrong address disclaimer

It is the responsibility of the buyer to make sure that the shipping address is entered correctly. If the wrong shipping address is provided, please contact us at [email protected] immediately. We do our best to speed up processing and shipping times, hence there is a small time gap to correct/change the address of your order and cannot guarantee the change. If the parcel is shipped with the incorrect address the courier may not accept an address change.  If the parcel is returned and the buyer requests to reship the parcel additional shipping fees may be applied.

Please note, UPS does not ship to PO Boxes therefore; it is best to provide a residential/work address.

Cancelling/modifying an order

If you decide to cancel or modify your order please write to us at [email protected] as soon as you place your order.  We will do our best to make the change however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it’s too late for our team to cancel/modify your order, you can return your order to us once you’ve received it.

Online price adjustment policy

We are happy to refund you a price adjustment if your item was purchased at full price within 7 days of the markdown.  Price adjustments do not apply to sale items that are marked down further.  Please note, once the price adjustment is applied, the order becomes FINAL SALE. Purchases made in store or on a 3rd party website do not qualify for price adjustments.

Please note, we do not price match items from retail stores or 3rd party websites.

Wholesale

We encourage all companies willing to explore a vegan lifestyle to become a part of the MATT & NAT family. For wholesale inquiries: [email protected]