Refund policy

 


Returns / Exchanges
I gladly accept returns & exchanges. You must contact the shop within 3 days of delivery and ship items back within 14 days of delivery.

If you are unsatisfied with the jewelry you receive, or if it is defective in any way, you may return or exchange your purchase. You must contact me within 3 days of receiving the shipment, and I will provide return information. Once your purchase is received, I will refund the cost of the item(s), less any shipping costs.


To be eligible for a return / refund, your item must be in the same condition that you received it, unworn or unused, in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact hello@matteporcelaindesign.com. If your return is accepted, you'll receive a pre-paid return shipping label, as well as instructions on how and where to send your package. Items sent back to matte without first requesting a return will not be accepted.

If you do not receive a response, please check your spam folder. Occasionally emails will not reach your inbox.

You can always contact me for any return question at hello@matteporcelaindesign.com.


Damages and issues
Please inspect your order upon reception and contact matte immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, for example, custom or personalized orders. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, matte cannot accept returns on clearance items or gift cards.


Exchanges
The quickest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
You'll be notified once matte has received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.