Returns & Refunds

 
Our return policy is effective for 14 days after you receive your product. To be eligible for a return, your item must be unused, in the same condition that you received it, and it must also be in the original packaging. For refunds and exchanges, please send an email to support@mattariwear.com with your full name, order number, item description and the reason for your return.

Return requests made more than 14 days after you receive your order will be politely declined. We hope you understand. If 14 days have gone by since you received your order, unfortunately we can’t offer you an exchange or a refund. The period of 14 days counts from the date you receive the product to the date it is handed over to the shipping company for a return. It is not the period in which we expect to receive your parcel. 

Shipping costs for returns and will be borne by the customer for all orders made on 20th June 2020 and after. Return labels from any US location for 1 set of pajamas will be charged at 3.70USD. After you have submitted an eligible return request, we will provide you with a returns shipping label. Kindly re-pack the parcel, print out the return label, and attach the printed return label to the re-packed parcel. Please hand-off the parcel to USPS or drop it off to your nearest post office. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and we will process your refund. Once we process the refund, a credit will automatically be applied to your credit card (or original method of payment) within a few days- depending on your bank.

Please make sure to read our item descriptions carefully. Please bear in mind that photos may slightly differ from the actual item in terms of color due to the lighting during photo shooting or the monitor's display.

Every once in a while an issue may occur with an order. We are all only human! If this is the case, we are happy to assist you in any way we can. If the problem occurred as a result of an error on our part, we are more than happy to replace or refund the item.

Our Responsibility
  • Faulty Product: If the product has a manufacturing defect.
  • Wrong Item Sent: If we send you the wrong product, color or size.
Your Responsibility

Oops! Somewhere along the way you might have made a mistake. If any of these are the case, it’s up to you to sort things out and unfortunately we cannot refund your item. However, we do offer exchanges for different sizes of the same product. 

For example:
Incorrectly Provided Address: If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase.

Return / Exchange Process
If you believe an error has occurred due to a mistake on our part, first of all, please accept our sincerest apologies! Your satisfaction is of the highest importance to us! We are happy to replace or exchange any items that we missed the mark on.

Exchange Request Instructions
Please follow these instructions for Return Request:

  1. Take a photo of the problem – If the problem is size, please use a ruler.
  2. Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to support@mattariwear.com
  3. Please include the following:
    • The photo(s)
    • A specific description of the issue
    • The Order Number - If there are multiple products in an order, identifying the product with the issue
    • Our support team will respond within 1 business day and Return Instruction will be provided.
All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.

If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order.

Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.

CLEARANCE SALE

We do not accept returns or exchanges for items on clearance sale.

Tiered Offers and Promotions
In the event that you make a purchase during a promotion where the total discount you received is dependent on the grand total cost of the order (Extra 20% off orders over $100) and you wish to return an item(s), then the discount you qualified for is subjected to change to a lower discount as dictated by the promotion. Refund will then be recalculated accordingly to reflect promotional terms.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@mattariwear.com.