Returns & Warranty
RETURN & EXCHANGE
It is very important to us that our customers are happy with their purchase. If for any reason, you wish to return/ exchange an item purchased at full price from our website please contact us within 30 days from when you have received your order. Please provide the order number and reasoning for the return/exchange.
Please note, you must contact us at:
- [email protected] For UK & Europe orders
- [email protected] For Canadian & International orders
- [email protected] For U.S orders
We are more than happy to accommodate returns/exchanges of items that have not been opened, worn or tampered with. We will provide you a RMA# and the nearest warehouse address of where you can return your order. Please make sure that MATT & NAT products are securely packaged and have the RMA # written on the package. This will help us keep track of your return. If a return is sent to the incorrect address and if custom fees are applied, the cost will be deducted from the return. For exchanges only we recommend that our clients place a new order and return the original order because we cannot guarantee that the item will be available at the time that the exchange is received.
Customers are responsible for returning the item(s) at their own expense. Kindly ship your return package with a tracking number, signed delivery and/or insurance because MATT & NAT is not responsible for lost returns. Please note that a RMA # issued by our returns department must be provided prior to shipping your return.
We do not refund any custom/international fees; these are to be paid by the receiver. Please see our duties and international fee policy under shipping and delivery 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.
RETURN & EXCHANGE FOR GIFTS
We can only accommodate your return/ exchange request if the item was purchased on the 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. Please have the order number on hand in order for us to better assist you.
If your item was purchased at a retailer or a 3rd party website, the return/ exchange must be made directly though the retailer. We only process returns and exchanges for items purchased on the MATT & NAT website.
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 and effort to deliver the correct size. Sizing issues are not considered product defects, so customer is responsible for return shipping.
Unworn shoes in perfect condition can be returned or exchanged within 30 days of purchase. Footwear must be accompanied by the original shoe box bearing the tags and inside special protective or packing materials. Please note: If you are going to try on your shoes for fit and comfort, try them on a soft and clean surface like a carpet.
Price adjustments are permitted only when an item has been marked down from regular price on the MATT & NAT 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. Kindly note that items purchased on sale do not qualify for a price adjustment.
Once a price adjustment has been applied the item is final sale and cannot be returned or exchanged. Please note we do not do price matching.
All items purchased on sale are FINAL SALE! No refund/exchange will be accepted. Please order at your own discretion.
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 past 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.
MATT & NAT offers a 1 year limited warranty for handbags and wallets purchased at from our website. Matt & Nat offers a 3 month warranty for all shoes purchased from our website.
Warranty is only subject to the following conditions:
- A copy of your order confirmation/ order number must be provided to validate the warranty and 2-3 photos of the damaged item.
- 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;
- Replacement for warranty items are only sent once we receive your damaged item. Customers are only eligible to one warranty replacement.
- If the item is no longer available, we will substitute the item for one of equal value of your choice.
- Items that fall within our warranty period are not eligible for refund, replacement only.
Please note, MATT & NAT has the right to decline a claim if it does not meet our criteria.
MATT & NAT reserves the right to modify its returns/ exchange and warranty policy.