We aim to dispatch all orders within 1–2 business days. Once dispatched, estimated delivery times are:

• Netherlands: 1–2 business days
• Belgium: 2–3 business days

Delivery times are estimates and may vary due to carrier delays or high-demand periods.

We currently ship to the Netherlands and Belgium. We are working on expanding to more countries — follow us on social media to stay updated.

Shipping costs are calculated at checkout based on your delivery address and chosen shipping method. We offer free shipping on orders above a certain threshold — this will be clearly shown at checkout.

Once your order is dispatched, you will receive a shipping confirmation email with a tracking number and a direct link to follow your parcel. You can also track your order via your account on our website.

If you haven't received your tracking email within 3 business days, please check your spam folder or contact us at support@mateomatas.com.

If your order hasn't arrived within the estimated delivery window, please:

• Check the tracking link in your shipping confirmation email.
• Check whether a delivery attempt was made and if a parcel has been left at a pick-up point.
• Contact us at support@mateomatas.com with your order number and we will investigate promptly.

You have the right to return your order within 14 days of delivery without giving a reason. This is your statutory right of withdrawal under EU consumer law.

For hygiene reasons, we cannot accept returns of products where the seal has been broken or the product has been opened and used.

Contact us within 14 days of delivery at support@mateomatas.com with your order number and reason for return. We will provide return instructions.

Please ensure the product is returned in its original, unopened packaging. Return shipping costs are at your expense unless the product arrived damaged or incorrect.

Once we have received and inspected your return, we will process your refund within 14 days. The refund will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.

For hygiene and safety reasons, we are unable to accept returns of opened or used cosmetic products. This is a standard exception to the right of withdrawal under EU consumer law (Directive 2011/83/EU, Article 16(e)).

We're sorry to hear that! Contact us at support@mateomatas.com within 48 hours of delivery with:

• Your order number
• A clear photograph of the damaged product and packaging
• A brief description of the damage

We will arrange a replacement or full refund as quickly as possible.

For best results, follow these steps:

• Cleanse and dry the skin around your eyes before use.
• Carefully remove the eye pads from the packaging using clean hands.
• Apply the pads to the skin beneath your eyes, pressing gently to ensure full contact.
• Leave on for the time indicated on the packaging.
• Remove and gently pat any remaining serum into the skin — do not rinse.

Always refer to the full instructions included in the product packaging.

We recommend using the eye pads 2–3 times per week for optimal results. For intensive use before an event, they can be used daily for short periods. Please refer to the product packaging for specific guidance.

Many customers notice an immediate improvement in the appearance of puffiness and fatigue after the first use. For longer-term results, consistent use over 4–6 weeks is recommended. Results may vary depending on skin type and lifestyle.

Yes. Apply the eye pads to clean skin before any other serums or moisturisers. Avoid applying heavy creams or oils directly before use as these may reduce absorption. If you use prescription skincare in the eye area, consult your dermatologist before use.

No, our eye pads are designed for single use only. Reusing them reduces their effectiveness and may introduce bacteria to the skin. Please dispose of them after each use.

Yes. All Mateomatas products are dermatologically tested and comply with EU Cosmetics Regulation No. 1223/2009, which requires a safety assessment by a qualified cosmetic safety assessor before a product can be placed on the EU market.

Our products are formulated to be suitable for most skin types, including sensitive skin. We always recommend a patch test before full use: apply a small amount to the inside of your wrist, wait 24 hours and check for any reaction. If irritation occurs, discontinue use.

Please refer to the individual product page or packaging for vegan and cruelty-free status, as this may vary per product. Animal testing of cosmetic products is prohibited in the EU under EU Cosmetics Regulation.

We recommend consulting your doctor or midwife before using any new cosmetic product during pregnancy or while breastfeeding. Please review the full ingredient list on the product packaging and share it with your healthcare provider if needed.

Stop using the product immediately and rinse the affected area with clean water. If irritation persists, seek medical advice. Please also contact us at support@mateomatas.com — your report helps us maintain product safety and is treated confidentially.

We accept a wide range of payment methods, including:

• iDEAL
• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Apple Pay & Google Pay
• Shopify Pay
• All other methods offered at checkout via Shopify Payments and Mollie

Yes. All transactions are secured with SSL/TLS encryption (HTTPS). We process payments through Shopify Payments and Mollie, both PCI DSS Level 1 certified — the highest level of payment security. We never store your full card details.

Yes. You will automatically receive an order confirmation email after your purchase, which serves as your proof of purchase. If you require a formal invoice, contact us at support@mateomatas.com with your order number.

Please check that your card details are entered correctly and that your card has not expired. You may also want to contact your bank to ensure there are no restrictions on the transaction. If the problem persists, try an alternative payment method or contact us at support@mateomatas.com.

We process orders quickly, so changes are only possible if the order has not yet been dispatched. Contact us as soon as possible at support@mateomatas.com with your order number. We will do our best to help, but cannot guarantee changes once an order is in processing.

Cancellations are possible if your order has not yet been dispatched. Contact us immediately at support@mateomatas.com. If your order has already been dispatched, you can return it under our 14-day return policy once received.

Address changes are only possible before dispatch. Contact us immediately at support@mateomatas.com with your order number and new address. We cannot change the delivery address once the order has been handed to the carrier.

Please check your spam or junk folder first. If you still cannot find it, contact us at support@mateomatas.com with the email address used at checkout and we will verify your order status.

Enter your discount code in the "Discount code" field at checkout and click Apply. The discount will be automatically applied to your order total. Codes cannot be applied retroactively after an order has been placed.

Only one discount code can be applied per order. Codes cannot be combined with other codes or ongoing promotions unless explicitly stated.

Please check the following:

• The code is entered exactly as provided — codes are case-sensitive.
• The code has not expired.
• Your order meets any minimum spend requirement.
• The code applies to the products in your cart.

If it still isn't working, contact us at support@mateomatas.com.

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