Can I cancel my order?
You may amend or cancel your order for any reason, provided that you contact us before your order is dispatched. After shipment, you can return the product(s) you received if you wish to. In case that you changed your mind after shipment and you do not want to receive your order, please contact us at Tel:+30 2102838222 or [email protected] so that we retrieve it.
How can I return my order?
To return one or more products, you have to make sure that they are inside their original packaging in perfect condition, without any of their special labels (tags) removed. The product(s) should necessarily be accompanied by the sales receipt, as well as the completed special return note, which you can find inside the packaging of your order.
To simplify the process of product returns, we have introduced a personalized return note that you will find included in every package sent from shop.matfashion.com. All you have to do is carefully read the instructions, fill in the necessary information and send it back to mat fashion in no later than 10 working days from the date of receipt. You can find further information about the available return methods and charges below.
Exchange and Return Instructions
1. To start the exchange/return process you must send us the purchase receipt and your personal return note. Without them, we will not be able to identify the transaction and proceed to its modification.
2. You have 10 working days from receiving your order to make an exchange.
3. All the products you wish to return must be in a perfect condition, with all labels and tags attached, in their original packaging. We do not offer any refunds or accept any returns on beauty products, earrings, underwear, shapewear, scented candles & reed diffusers.
4. On the return note you will find all the fields that you must fill in in order for your exchange to be done correctly and immediately:
• Inform us whether you want the amount of each product to be added as a credit to your account or to be refunded.
• In case you want to exchange the product: Next to the product you wish to exchange fill in the color / size you want. If you prefer to get another product, first fill in its code and then the color / size you want. The exchange can be made only if there is availability in the eshop. If you want to confirm the availability of a product, please contact the service team at 210-2838222, Monday-Friday 9: 00-17:00.
• Please check the reason why you return or change the product. This information is very important to us in order to improve our products and services to you.
• If you want a refund, please write the last 4 digits of the credit / debit card you used for the transaction or the name of the Bank (in case of deposit or cash on delivery). Please note that your bank or your card issuing institution may need up to 14 business days to process your request. In case you request a refund from your bank please be aware of any extra costs as the refund option that will be used is (SHA) cost sharing.
5.a. To return the parcel using Geniki Taxydromiki or Speedex, please call Geniki Taxydromiki or Speedex of your area and send the parcel on a recipient’s fee. This way you will benefit from the special shipping prices (approximately 2-3 euros for Greece, depending on your region), an amount which will be adjusted upon exchange. Returns from Cyprus are made only by Geniki Taxydromiki, with a charge of 15 euros which will be deducted from your next order.
Please send the parcel to: MAT FASHION - Attiki Odos & Posidonos, Metamorfosi, 14451, Attica
5.b. To return the parcel using BOX NOW please click here.
Our goal is to make the exchange process as easy as possible and at the same time, to improve our own services and products! If you need clarifications or additional information, please contact us at 2102838222.
Can I return earrings, shapewear, underwear or swimwear products?
Due to hygiene reasons, we do not offer any refunds or accept any returns on beauty products, earrings, underwear, shapewear, protection masks, scented candles & reed diffusers. Besides, shapewear products have the tendency to maintain the specific body shape of the wearer, therefore they cannot be returned. All swimwear products must be returned in their initial package with their tags and the security seal (sticker) must not be removed if you might want to return an item.
All of our products are made to an exceptional standard. However, if you find a genuine manufacturing defect in the products you have received, you can return the product within 10 working days, after contacting our Customer Service team.
If you wish to return the shoes you ordered, please make sure that they are unused, inside their initial packaging in excellent condition.
Gifts with purchase – terms and conditions
In case a full refund is requested on orders that include gifts, please return the gifts in their original packaging unopened, alongside the products bought. Otherwise, we would like to inform you that you can keep the gifts as long as their value is deducted from the refund amount.
How much does it cost to return a product?
You can return any products you wish at your own cost. Return shipping costs are 2€ for Attica and €3 for the rest of Greece. Please send your products back to mat fashion via Geniki Taxydromiki or Speedex exclusively, contacting us in order to subtract the return costs from your next order or your refund.
Return shipping costs amount to €15. You can return any products you wish via Geniki Taxydromiki exclusively, contacting us in order to subtract the return costs from your next order.
Please visit https://www.taxydromiki.com/en/cyprus-office-network to arrange a pickup of the package you want to return.
My order was cancelled / returned. When will I get a refund?
The amount will be refunded via the payment method you had selected. The time required to complete the refund depends on the payment method. If you pay by debit card, then we will try to process your refund as soon as possible. Kindly note that we may need up to 14 working days to process the request.
If we have not received payment from your account yet (usually when you pay by credit card), but the amount has been retained by your bank or card issuer, then we could simply cancel the transaction. Alternatively, this amount can be credited to your account and be available anytime for a new order.
Refunds take place via Eurobank or Bank PIRAEUS. In case you have chosen another bank institution, please be aware of the potential transfer costs of your bank.
I have received a faulty product. What should I do?
It is advisable to check all items of your order when received. If you find that the product has a defect, you should return it in its original packaging and without any special labels (tags) removed. The product should necessarily be accompanied by the sales receipt and the special return note completed by you (you'll find it inside the packaging).
When the product is returned to the company, it will pass through detailed quality control to confirm the issue. In case a defect is detected, we will contact you to offer a replacement or, alternatively, a refund.
Can I exchange one product with another?
You can exchange one product with another for any reason.
If you wish to replace a product due to company's error (e.g. you have been sent the wrong product etc.), then we will bear the full cost of the return and replacement. If you wish to replace a product for personal reasons (e.g. not ordered the right size), the cost of return and replacement is your responsibility.
If the product for replacement is not available, we will contact you to suggest an alternative. Otherwise, we will reimburse you or the amount will be credited to your name for future orders.