Return Policy

Customer Care

We want you to love every product. If something isn't right, we're here to make it easy.

Returns in 3 simple steps


1

Request your return

Email us at Support@mateomatas.com or use our contact form to let us know you'd like to return an item.

2

Send your order

We'll send you a return shipping label with instructions. Use a tracked delivery — as the sender, you are responsible for safe arrival.

3

Receive your refund

Once we've received and inspected your return, your refund is processed within 10 business days to your original payment method.

Return window


30-day return policy 14-day EU right of withdrawal

You have 30 days from the date you receive your order to request a return. If you are based in the EU, you are also entitled to cancel or return your order within 14 days of receipt — for any reason and without explanation.

Please note: Items returned without a prior return request will not be accepted. Always contact us first.

Return shipping cost: A return fee of €4,00 applies. This amount will be deducted from your refund.

Return address: Binnenhavenweg 7, 8211 AA Lelystad, The Netherlands

Eligibility requirements


To qualify for a return, your item must meet all of the following conditions:

  • In the same condition as received — unworn and unused
  • All original tags still attached
  • In its original packaging
  • Accompanied by a receipt or proof of purchase

Non-returnable items


  • Perishable goods (food, flowers, plants)
  • Custom or personalised items
  • Personal care & beauty products (opened)
  • Hazardous materials, flammable liquids or gases
  • Sale items and gift cards
Not sure if your item qualifies? Contact us and we'll let you know.

Damages & exchanges


Damaged or wrong item?

Inspect your order on arrival and contact us immediately. We'll assess the situation and resolve it for you.

Want to exchange?

The fastest option is to return your current item and purchase the new one separately once your return is approved.

Refunds


We receive your return

You'll be notified once we've received and inspected your package.

Approval notification

We'll let you know whether your return has been approved or not.

Refund within 10 business days

If approved, your refund is automatically issued to your original payment method. Allow extra time for your bank to process it.

Still waiting? If more than 15 business days have passed since your return was approved, please contact us at Support@mateomatas.com.

Questions about your return?