We aim to dispatch your order within 3 working days. 99% of the orders are shipped the next working day.
Europe / North America
MATISSERA offers EXPRESS shipping to all of Europe/North America.
All orders to Europe are shipped via Shipsmart Fullfilment service (Netherlands) . Delivery time frames vary from country to country. Delivery time is 5-7 days max for Europe countries.
All orders to North America are shipped via DHL EXPRESS on a tracked service. Delivery time frames vary from country to country. Delivery time is 4-5 days max for North America countries.
If you would like a shipping quote please proceed to checkout with your desired items.
Once you made an order you will receive a mail which will show your order confirmation and list of your items. Once your order has been dispatched from our warehouse you will get second mail titeled; 'Shipping notification' this notification will list all of your items and a 'Track your order' link will show. Please follow this link to be redirected to your tracking info. Note tracking will only update once scanned by shipping company, please allow 24 hours for this to update.
Please note the estimated delivery time frames provided at checkout and above are not guaranteed. These time frames are in place to give our customers an idea of delivery dates and should not be seen as 100% accurate. MATISSERA will not be held responsible for any delays in delivery due to courier issues.
If you miss your delivery you will receive a calling card from shipping company which will give instructions on what to do next.
RETURNS & EXCHANGES
We're sure you'll be happy with your MATISSERA purchase but we all change our minds, if you do please read through the information below. As always our customer experience team are only an email away! So any questions you have please email : firstname.lastname@example.org
Call us : +49 163 8879089
30 Day Return Policy
If you are for any reason unhappy with your goods we will happily issue a replacement or refund providing they are returned within 30 days of receipt of your order, complete with all original tags, and in original resalable condition.
Please ensure all returned items are well packed, so as not to be damaged in transit.
We strongly encourage our customers to send returns by a tracked and insured service as MATISSERA will not take responsibility for items damaged or lost in the return transit.
If an item/order is returned to MATISSERA outside of the 30-day return period we will issue the customer a Gift Card for the due amount minus any shipping costs.
If your return does not meet this criteria this policy will not apply.
For returns, we will inspect the item(s) upon arrival and process the refund within 1-3 business days. This will be minus any postage charges. Please allow any refund, time to show up in your account or on your card.
Upon receiving your item for exchange we will inspect the items, if it complies with our standards stated above we will then process the order and despatch the new item(s) within 1-3 working days. Standard shipping time will apply on top of the processing time. If any problems occur with your exchange, such as size or colour desired being out of stock or item not passing inspection, we will immediately notify you by email.
Please send all exchanges and returns to the below address, ensuring you include a returns form or sufficient information to process a return/exchange.
CUSTOMS & MISSED PARCELS
Customs and Duties
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately we have no control over these charges, and cannot determine what the cost might be, as customs policies and import duties vary from country to country. We advise that you contact your local customs office to find out current charges before you order.
The customer must take full liability for any parcels returned to MATISSERA due to unpaid customs charges or ignored/unseen emails from your customs office or carrier. Postal charges, return shipment costs, customs charges and handling fees will all be deducted from any refund, gift card or requested exchange due.
Any items not delivered due to recipient not being home will generally be returned to a local depot after the second delivery attempt, items not collected from the depot will be returned to MATISSERA, we will then issue a refund of goods MINUS our postal charges and an admin fee for returned items. We advise customers to use an address that they can guarantee someone being there to receive the item (home or place of work) as they will need to be signed for.
Once your parcel leaves our warehouse it is the carriers responsibility to deliver your package to you. We have very little if any power to influence any non-delivered items. The carrier will explain their procedures as well as any compensation claim processes. We will always do our best to help this process along when contacted by the customer via email@example.com
For all European and International orders, if your parcel is undelivered outside of the ETA time please contact firstname.lastname@example.org - +49 163 8879089
Please allow 10 days after the ETA time before requesting any form of re-delivery or refund. MATISSERA will always do our best to locate and update you on our delivery if needed.