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Shipping & returns

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 within 30 days you have received your order. Please note, you must contact us at:

returnsuk@matttandnat.com For customers from Europe

returnsca@mattandnat.com For customers from Canada

returnsusa@mattandnat.com For customers from USA

 

Procedure of returns:

- 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#,

- Please make sure that MATT & NAT products are securely packaged and you write the RMA# on the package

- We will provide the correct return address that is closest to you

- 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.

- 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.

- 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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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?

 

- 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 place a new order once you request a return.

- The exchange will be completed once the Credit card form is completed and sent back to us

- When returning an item please allow 3 weeks from the return ship date for the return to be completed.

- For refunds returns, please allow 1-2 billing cycles for the credit to appear on your statement.

- 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:

-  MATT & NAT merchandise purchased FULL PRICE on our website is effective within 1 year of the purchase date.

- A copy of your order confirmation must be provided to validate the warranty;

- 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;

-  If the item is no longer available, we will substitute the item for one of equal value of your choice.

- 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 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:

 

A copy of your order confirmation must be provided to validate the warranty;

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;

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. For any warranty claims. Please provide 2-3 photos of the item, your purchase order number and a description of your claim. Please contact us at:

returnsuk@matttandnat.com For customers from Europe and UK.

returnsca@mattandnat.com For customers from Canada

returnsus@mattandnat.com for customers from USA

 

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.