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Returns & Warranty

RETURNS & EXCHANGES

ONLINE PURCHASES:

We want you to be completely happy with your purchase. If for any reason you are not satisfied, please return or exchange the item(s) within 30 days of the purchase date in its original condition. Final Sale: All clearance or discounted items are FINAL SALE and are not eligible for return or exchange.

Merchandise eligible for return or exchange must be:

  • New, unused and in good condition; Shoes must be unworn, in perfect condition. – Please make sure to try your new shoes on a clean, soft interior surface. 
  • Inclusive of all original hangtags, packaging, and components at the time of return or exchange. Footwear must be accompanied by the original box with all protective packing materials inside;
  • Accompanied by a proof of purchase (order confirmation email or number)

* Please note: If you purchased from a retail store or 3rd party website other than MATT & NAT, warranty inquiry must be made directly though the retailer.

Refund

The credit for your returned item(s) will be refunded back to your account in the same form of payment used to purchase the item(s), the credit should appear on your next statement. Once the return process is completed, you should receive an email with a confirmation.

All returns/exchanges of online orders, must be returned within 30 days from the day you have received your order.

Exchanges

If you wish to process an exchange only, we recommend that our customers place a new order and return the original order, as we cannot guarantee that the item will be available at the time that the exchange is received.

To return or exchange, please follow these instructions:

  1. You must first contact us providing us with the order number and reason for the return/exchange at:

2. We will provide you with a Return Authorisation number (RA) and the nearest warehouse address where you can return your order. Pack and seal your return securely making sure to indicate your RA number clearly on the package when you ship it back to us. This will allow us to track your return, that has been sent in the original package if possible or any other package available.

OR (Canadian Customers ONLY)

You can also proceed by drop-off your item at an original MATT & NAT store. However, you must advise us prior to visiting one of our location, as no packages will be accepted without any approval from our online return department. Please note, stores cannot process any refunds for online purchases.

3 . Customers are responsible for returning the item(s) at their own expense. We do not provide a pre-paid return label to return your package. Please make sure to ship your package with a tracking number, signed delivery and/or insurance, as MATT & NAT are not held responsible for any lost returns.

 

Return and Exchange Restrictions:

  • Items purchased in an original MATT & NAT Store cannot be returned to an Outlet Store
  • Items purchased in an Outlet Store cannot be returned to an original MATT & NAT Store
  • Sizing issues are not considered product defects, customers are responsible for return shipping charges.
  • We do not accept returns or exchanges for merchandise purchased from other retailers or website.
  • Item purchased on our website cannot be returned at a MATT & NAT store or outlet for refund. If you wish to process an exchange only, please contact the return department (please see details above – instructions step 1) for more information.
  • We offer a one-time price adjustment on full-price merchandise purchased on our MATT & NAT website within 24 hours of the date of purchase.

Gift Cards

Gift Cards issued by mattandnat.com may be redeemed for merchandise on the MATT & NAT website only. Not redeemable for cash (except where required by law, and in such event, only at a mattandnat.com. Gift Cards and Merchandise Credits are non-returnable, cannot be replaced if lost or stolen and cannot be redeemed for cash, except as required by law. The issuer is not responsible for loss, theft or unauthorized use. Gift Card purchases made are subject to exchange and return policy at point of sale. Use of gift cards constitutes acceptance of these terms and conditions, which may be modified without notice.

Please note, for orders under $100 USD/CA, £50, €70 or $200 USD (for international and Australian orders) gift cards do not include the shipping fee. The customer assumes responsibility for all shipping costs.

Returning or Exchanging a Gift

Gifts can be returned or exchanged when accompanied by order number or receipt of original online order. The exchange can only be processed for an item of equal or lesser value. The credit for the returned item(s) will be refunded back to the purchaser’s account in the original form of payment used. For gift purchases, an order confirmation number is required, please remember to keep a copy or provide it to person receiving the gift.

 

IN-STORE PURCHASES

We want you to be completely happy with your purchase. If for any reason you are not satisfied with your regular priced merchandise, you can obtain an exchange or a store credit within 30 days of the original purchase date. Please note that we do not offer refunds. All sale items are final sale (no exchange or credit note).

Merchandise eligible for exchange or credit must be:

  • New, unused and in perfect condition.
  • Inclusive of all original hangtags, packaging, and components.
  • Accompanied by an original receipt or gift receipt (credit card statements not valid).

FINAL SALE: All clearance or discounted items are FINAL SALE and are not eligible for return or exchange.

Return and Exchange Restrictions:

  • Items purchased in an original MATT & NAT Store cannot be returned to an Outlet Store
  • Items purchased in an Outlet Store cannot be returned to an original MATT & NAT Store
  • In-store purchases cannot be returned or exchanged at mattandnat.com
  • Sizing issues are not considered product defects, customers are responsible for return shipping charges.
  • We do not accept returns or exchanges for merchandise purchased from other retailers or website.
  • We offer a one-time price adjustment on full-price merchandise purchased on MATT & NAT website within 24h of the date of purchase.

 

Gift Cards

Gift Cards issued by MATT & NAT may be redeemed for merchandise in store (excluding MATT & NAT Outlets). Not redeemable for cash (except where required by law, and in such event, only at a MATT & NAT store). Gift Cards and Merchandise Credits are non-returnable, cannot be replaced if lost or stolen and cannot be redeemed for cash, except as required by law. The issuer is not responsible for loss, theft or unauthorized use. Gift Card purchases made are subject to exchange and return policy at point of sale. Use of gift cards constitutes acceptance of these terms and conditions, which may be modified without notice.

 

WARRANTY

HANDBAGS & WALLETS

Subject to applicable conditions and exclusions, handbags and wallets are protected from the original date of purchase by a one-year limited warranty. If the item proves to be defective in material or workmanship under normal use anytime within the first year, we will replace the item free of charge with same or comparable product. Defective handbags and wallets must be returned to receive a replacement.

The variations in color and texture are the prized characteristics of beautiful vegan material. This warranty does not cover normal wear and tear or damages arising from dye transference, accidents, misuse or from any alteration, service or repair.

FOOTWEAR

Subject to the below conditions and exclusions, footwear is protected against defects in materials and/or workmanship for 90 days from the original date of purchase. An original receipt or other valid proof of purchase is required.

Manufacturing defects include, but are not limited to: broken hardware/heels and malfunctioning zippers.

Conditions & Exclusions

  • The warranty offered by MATT & NAT are non-transferable and do not cover damages arising from dye transference, accidents, misuse or any alteration, service or repair.
  • Replacement are only sent once we’ve received your damaged item;
  • Warranty replacement are only performed once for the same item.
  • Warranty claims are not eligible for refund.

How to make a claim?

Online Purchase

If you feel that the item you purchased has a manufacturing defect, please follow instructions below:

  1. Please email us at:

2. To validate the eligibility of the warranty, please include the following information in your email:

  • A copy of your order confirmation/order number;
  • Include 2-3 pictures with explanation of the damaged item
  • Full name, current shipping address and phone number

3. We will provide you with a Return Authorisation number (RA). Pack and seal your return securely making sure to indicate your RA number clearly on the package when you ship it back to us. This will allow us to track your return that has been sent in the original package if possible or any other package available.

4. North-America & International Orders: We will be sending you an electronic shipping label via email. Once you receive it please drop your package off at the nearest UPS store in your area – Please note that the shipping label expires in 30 days; if not used the package will have to be sent at your own expense.

Europe & UK Orders: Our warehouse will be contacting you to arrange for a pick up of your defective item through DPD or TRAKPAK.

*Packaging your return item; we do not ask our customers to purchase new components (e.g. new delivery box, or shipping accessories) from the transportation company to ship the item back, as we are not responsible for shipping packaging fees.  Please try to re-use the original shipping materials or other components available at your disposition.

In-Store Purchase

If you feel that the handbag/shoes you purchased has a manufacturing defect, please go back to the point of purchase with the original receipt and the warranty eligibility will be decided by management in-store. No warranty claim will be accepted online for an in-store purchase.

*Please note: If you purchased from a retail store or 3rd party website other than MATT & NAT, warranty inquiry must be made directly though the retailer.