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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.

 

Shipping and Returns

Shipping

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 care@mattandnat.com 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. 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 UK 3-5 business days
Europe 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, all our packages are shipping 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.  UPS will return the package to our warehouse after the 3rd unsuccessful delivery attempt.  If your package is returned, please contact us at care@mattandnat.com 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.

 

Return 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 returns@mattandnat.com within 30 days you have received 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, you must contact us prior to sending the package, as our return address may be different from the address we shipped your order.  Also, the 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.

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

Customers are responsible for returning the item(s) at their own expense.

What is the processing time for returns/exchanges?

When returning an item please allow 2-3 week 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.

Can I return an item purchased on sale?

All sale items are FINAL SALE and cannot be returned or exchanged unless indicated otherwise.

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.

 

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, at our discretion;
  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.

 

Please note, MATT & NAT has the right to decline a claim if it does not meet our criteria. Please contact us at returns@mattandnat.com or care@mattandnat.com for further assistance.

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 only process returns and exchanges for items purchased on the MATT & NAT website.

 

Further information

 

Wrong address disclaimer

It is the responsibility of the buyer to make sure that the shipping address is entered correctly. We do our best to speed up processing and shipping times, hence there is a small time gap to cancel/change your order or to change the address of your order.  If you decide to cancel your order or change your shipping address, please write to us at care@mattandnat.com 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 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.  Purchases made in store 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: retailercare@mattandnat.com.