At Matt Shop, we value customer satisfaction while maintaining transparent and fair business practices. Because we operate through global fulfilment partners, our policy is designed to ensure clarity, efficiency, and protection for both our customers and our store.
All orders placed with Matt Shop are fulfilled through third-party logistics and suppliers. As such, we offer replacements or store credits only, not cash refunds, except in exceptional circumstances explicitly approved by our support team.
Customers may request a replacement or store credit if any of the following conditions apply:
The product received is damaged, defective, or incorrect.
An item is missing from the package.
The order has not been delivered within the maximum delivery window (60 days for Oceania and South Asia).
The order was cancelled before it was processed or shipped.
Requests must be submitted within 7 days of delivery confirmation or within 75 days from the order date if the package has not arrived.
Replacements or credits will not be issued for:
Incorrect shipping address provided by the customer.
Unsuccessful deliveries due to customer unavailability.
Delays caused by customs clearance, natural events, or international logistics.
Change of mind, wrong size, or personal dissatisfaction without a verifiable defect.
Orders marked as Delivered by the carrier’s tracking system without supporting evidence of non-receipt.
Products on sale, personalized, or made-to-order.
To file a replacement or credit request, customers must contact support@mattshop.com and include:
The order number and date of purchase.
Photos or videos clearly showing the defect, damage, or incorrect item.
A short description of the issue.
Our support team will verify the claim with the fulfilment partner. Once approved, we will issue a replacement shipment or a store credit within 5–10 business days.
Physical returns are generally not required, as products are shipped directly from global suppliers.
If a return is requested by our team, the customer must ship the item to the designated address provided by us. Unauthorized returns to warehouses will not be accepted or refunded.
Matt Shop is not liable for:
Delays caused by shipping carriers, customs inspections, or force majeure events.
Losses resulting from inaccurate or incomplete shipping details entered by the customer.
Taxes, duties, or import fees imposed by local authorities.
Any indirect, incidental, or consequential damages resulting from order delays or fulfilment issues.
Once an order has been marked as “shipped,” full responsibility for transit and delivery lies with the respective carrier.
Matt Shop reserves the right to modify or update this policy at any time to reflect changes in operational processes or legal requirements. Any revisions will be posted on this page with an updated effective date.