Shipping methods and costs
FREE shipping worldwide
We ship WORLWIDE via UPS and DHL
Track & trace your order with the AWB number provided in your email.
How long will it take for my order to arrive?
The articles are not available on immediate stock, they are custom made individually for each of our online customers. That is why it takes 30-45 working days for us to create them in our atelier. Please add 1-3 days for shipping and estimate your shipping date according to this information.
I live outside the EU. Do I still have to pay VAT?
Yes. Final purchase price for orders shipped outside the EU will be calculated with local VAT at checkout. Please note, that duties for your country will be applied and invoiced separately through UPS or DHL.
Do I have to pay custom duties and taxes if my order is shipped outside the EU?
Yes, the customer is responsible for all applicable custom duties and taxes for orders shipped outside the EU. This will be a separate charge invoiced by our courier UPS or DHL.
How much are the custom duties and taxes for my order?
Custom policies vary widely between countries. Please contact your local customs office for further information. For more details on import taxes as well as taxes in general in your country, please feel free to contact our Customer Care team at email@example.com. To ensure a quick delivery to you, any custom duties and taxes imposed by your government will be paid for on your behalf by our courier UPS or DHL and you will be responsible for these charges. You will receive a separate invoice by UPS or DHL for any applicable custom duties and taxes.
- We ship exclusively with UPS or DHL.
- MATTEOS-SHOP.com bears the transportation risk. We ship internationally to over 50 countries.
- It takes 30-45 working days to produce a garment, from the day the order is approved on www.matteos.es. The delivery will be made within 1 to 4 business days calculated from the time it leaves our warehouse to the address indicated by the customer depending on the shipping method and destination.
What about the delivery to NON-EU countries?
The delivery period to countries that impose customs duty is 2 to 4 business days. Please note that we bear the costs for the shipment from our warehouse to your home, the insurance of the merchandise and any costs for supplementary documents. Product prices include all taxes and duties, as well as romanian VAT. Please note that custom taxes, duties and handling fees for each individual country will be applied and invoiced separately through UPS or DHL.
For details regarding arising taxes and duties for your country, please contact us at firstname.lastname@example.org. Please note that potential foreign bank charges have to be borne by you.
We gladly accept returns and exchanges within 10 days of receipt. The customer is responsible for additional shipping costs. Returns received outside the above time frame are not to be accepted.
MATTEOS-SHOP.com will only accept returns of non-faulty items that are in their original condition, have not been worn, altered or washed, with all tags attached and in its original packaging. Upon receipt of any order without tags please notify us immediately if you wish to return the item. We strongly advise all customers to check garments thoroughly upon delivery, before removing any attached tags and before disposing of any original packaging.
Please note that we can only exchange an item for the same item in a different size. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. Please note that the customer is allowed to exchange an item for a different size only once. Thereafter, the customer is responsible for additional shipping costs.
The merchandise must be returned along with the completed Returns Form that was included with your order. Please note that unidentified returns/exchanges will be returned to the sender.
The merchandise must be returned in one mailing. We reserve the right to refuse multiple returns at different times from one order. We are not responsible for damaged or lost packages that are NOT shipped via UPS or DHL. We are not obliged to cover any shipping costs that are not provided by UPS or DHL.
Return merchandise will be prepared and we will send UPS or DHL courier to pick up the package.
When will I receive a refund for returned items?
When all requirements have been met, we will notify you and refund the entire cost of the returned product(s), minus the return shipping charges which are the client's responsibility. Should you fail meet any of these requirements, you will be notified and may have the possibility to have the merchandise returned to you. We are, however, not responsible for any additional shipping costs. Should you refuse to accept the returned merchandise, we reserve the right to keep the item and the corresponding amount that was paid.
A time frame of anywhere between 10-14 days should be calculated for the receipt of your returned merchandise and the return/refund process. The refund time frame depends on the credit card used. Please note that the refund will only be issued to the credit card used for the order. Normally credit appears within two months. In case the recipient of the product does not correspond with buyer of the product, a credit will be refunded to the original buyer and credit card holder. Wire transfer refunds usually take place within 10-14 days. The refund will only be issued to the same account from which the wire transfer payment was made for the order. Please note that shipping costs will not be refunded. Please note that store credit is non-transferable, non-refundable and does not expire.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).
For any further questions regarding our RETURNS AND EXCHANGES, please contact us at email@example.com
Can I return sale items?
No. We do not accept returns or refund request for sale items.
Can I exchange an item for a different item?
No. You can return the item and then re-initiate the purchase process for another item.