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FAQ

  • When will my order ship?

    Orders normally  take 1-10 business day to process.  This does not include transit time. For more information please contact our customer service department and they will be able to provide more information regarding the status of your order:  [email protected]

  • How long will it take for my order to arrive?

    Please note, that on average our orders take 7-10 business days to deliver however, depending on the country it may vary. Once an order has been dispatched a tracking number will be made available in order for you to track your order and receive an estimated arrival date. Please see our shipping page for further information.

  • Is there another form of placing an order?

    Kindly note, we do not accept orders via telephone for security purposes ALL orders must be placed  through the MATT & NAT  website.

     

  • How do I cancel an order?

    Due to our efforts to ensure that you receive your order in a timely manner we are unable to cancel orders. However, should you wish to cancel your order within 12 hours of placing your order we advise you to send an email to [email protected] with the details of the order to see if we can take on your request.

  • Can I modify my order after I have placed it?

    Unfortunately, we cannot modify an order once it has been placed on our website. However, you may cancel the order if it has not yet been shipped out and place a new one.  Please contact our customer service team and they will help you facilitate this request: [email protected]

  • I created an account and cannot see my order.

    Please note that any order placed prior to creating an account will not appear on your account. Only orders placed after the account has been created will be visible. Should you require any information on an order that is not appearing on your account; please feel free to email us at [email protected]

  • How do I make a return/ exchange?

    Please note, that you have a 30 day time period from when you have received your order to contact us.

    In order to process a return/ exchange please contact us at:

    Any item returned without an RMA form can risk being misplaced and may cause a delay in refunds or exchanges being issued.

    When returning an item to MATT & NAT kindly provide a tracking number for our reference and to speed up the process. For returns/exchanges, customers are responsible for returning the item(s) at their own expense.

  • How soon will I receive a refund/exchange for my return?

    When returning an item by mail please allow 2-3 weeks from the return ship date for your account to be credited, and 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?

    Please note that all sale items are FINAL SALE and cannot be returned.

  • What shipping method do you use?

    Please refer to our shipping & delivery  page for further information.

    Please note that we ship all packages with signature requirement. Kindly provide an address where a recipient will be available to sign for the package. UPS will return the package to our warehouse after the 3rd unsuccessful delivery attempt.

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

  • Wrong shipping address, what do I do?!

    Please contact [email protected] immediately within 24 hours of placing the order.

    We cannot guarantee that we will be able to make the necessary adjustments but our customer service department will always try our best to cater to your needs.

  • Gift Cards & E-gift certificates

    Please refer to our  gift card page

  • Is there a waiting list for out of stock bags?

    Unfortunately we do not have a waiting list. However, a date is indicated under each product if it is scheduled to return to stock.

  • Is my privacy and personal information secure on your site?

    We take active measures to ensure that all information provided on our website is secure and confidential. Our website is protective by an SSL Certificate which, is a common security standard used for online shopping to protect your credit card information.  This protection activates a padlock and permits a secure connection from a web server to a browser.

  • What payment method do you accept?

    We only accept VISA/MASTERCARD. Our website is sensitive to debit credit cards and may not accept it.  We suggest using a regular Visa or Mastercard to make your purchase.

  • Which stores sell MATT & NAT products?

    Please check our store locator for this information. Furthermore, we suggest that you contact the store to confirm what they have available since, we do not keep track of their inventory and stock changes on a daily basis.

  • How do I clean my bag?

    We appreciate that in order to preserve the longevity of your MATT & NAT cleaning the bag may be a concern.

    You may clean your handbag in one of the following ways:

    1. Use a damp cloth with dish/laundry soap (we recommend dove soap).  Wipe gently in circular motion around.
    2. Use a damp cloth with Windex
    3. Use a Mr. Clean magic eraser.
    4. Use a damp cloth with Spray and Wash. Wipe gently in circular motion around.

    We do not recommend bringing this wallet to the dry cleaners as the material will definitely get ruined, using a damp cloth with one of the mentioned above cleaning ways should be sufficient.

  • Where can I find a phone number to contact you on?

    Please note that we are only reachable via email.

    For returns, exchange, and warranty please contact the following:

     

    For general inquiries:
    [email protected]

    For wholesale inquiries:
    [email protected]

    You possess much love and drive:
    [email protected]

    For press inquiries:
    [email protected]

    Please allow 24-48 business hours for our representatives to contact you. Should you wish to speak to someone on the phone, feel free to email us your name, number and enquiry and we will be more than happy to call you!

  • Can I get a price adjustment?

    Price adjustments are permitted only when an item has been marked down on our website. The price adjustment must be made within 7 days of purchase. To receive a price adjustment for eligible items, please email us with your order number at [email protected].  Once a price adjustment has been applied the item is final sale and cannot be returned/exchanged.

    Please note we do not do price matching.  

  • How are your shoes sized?

    Our footwear runs true to the European sizes.