Returns

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:[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) must be accompanied by the sales receipt, as well as the completed special return note, which you can find attached externally to the parcel, inside the pocket under the shipping labels.

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 (slips), shapewear, scented candles & reed diffusers. For swimwear, shoes, and sunglasses, exchanges are possible under certain conditions. For more information, please see below.

4. In the return form you will find the fields you need to fill in so that your product exchange or return can be processed correctly.

Product exchange:

• If you wish to exchange a product and immediately reserve another size of the item you purchased (or a different item), in order to secure its availability, you can place a new order on our eshop using one of the two methods below.

Exchange with credit balance offset.

You place a new order and note in the “Order Comments” field that this order concerns a return.
You then proceed with returning the original product by selecting “Credit for future use” ("Πίστωση για επόμενη αγορά") on the return form.
Once we receive the original product and it successfully passes quality control, we will offset your balance and ship the new product to you.

Exchange with refund.

You place a new order without adding any note in the “Order Comments” field.
You then proceed with returning the original product by selecting “Refund” ("Επιστροφή χρημάτων") on the return form.
This way, the new product you selected will be shipped to you immediately, without the need to wait for the original item to be returned to us.
Once we receive the original product and it successfully passes quality control, we will proceed with your refund.

Product return:

• If you wish to return a product, simply indicate on the return form whether you want the purchase amount to be credited to your account for future use or refunded, and then proceed with sending the item back to us.

-In cases where you choose a refund (either for an exchange or a return), please note on the return form the last 4 digits of the credit/debit card you used for the transaction, or your Bank (for bank deposit or cash-on-delivery payments). Your bank or card issuer may need up to 14 business days to process the request. Refunds are issued via Eurobank, Piraeus Bank, Alpha Bank and National Bank of Greece.
If you request a refund to another bank, please ensure you are aware of any fees your bank may apply, as the refund will be sent using the (SHA) shared-cost option.

-Please indicate the reason for your product return or exchange. This information is particularly valuable to us as it helps us continually improve our products and services.

Bazaar products are non-refundable.

5.a. To return the parcel purchased in Greece 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 special shipping rates.

● For returns where the payment method is cash on delivery or bank transfer, the return cost is approximately 2-3 euros (depending on your location), which will be adjusted during the exchange.

● For orders paid electronically ( Credit/Debit Cards, Apple Pay/Google Pay, IRIS, PayPal, KLARNA), returns are free.

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 cosmetics, earrings, shapewear, underwear, socks, scented candles, or diffusers?

Due to hygiene reasons, we do not offer any refunds or accept any returns on beauty products, earrings, underwear (slips), shapewear, scented candles & reed diffusers. Besides, shapewear products have the tendency to maintain the specific body shape of the wearer, therefore they cannot be returned.

Can I return swimwear, shoes, or sunglasses?

All swimwear items must be returned in their original packaging, with all tags attached and the hygiene seal (sticker) intact.

If you wish to return the shoes or the sunglasses 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?

GREECE
For orders placed with Credit/Debit Cards, Apple Pay/Google Pay, IRIS, PayPal, KLARNA returns are free of charge.
For orders paid by cash on delivery or bank deposit, you can return your items using Geniki Taxydromiki or Courier Center with the “recipient pays” option, to benefit from special return rates: €2 within Attica and €3 for the rest of Greece. This amount will be deducted from your store credit or applied to your next order.

You can return your items via BOX NOW at a cost of €2 for orders paid by bank transfer. This amount will be deducted from your store credit or applied to your next order. To return your parcel via BOX NOW, click here.

Alternatively, you may return the package using the courier of your choice, with sender-paid shipping.

CYPRUS
You can return your items using Geniki Taxydromiki with the “recipient pays” option, to benefit from special return rate of €12. This amount will be deducted from your store credit or applied to your next order.

Please visit the Cyprus office network to arrange a pickup of the package you want to return.

Return via BOX NOW has a cost of €5, which will be deducted from your credit balance or from your next order. See more here.

Alternatively, you may return the package using the courier of your choice, with sender-paid shipping.

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 returned some products and opted for store credit. How can I find out my remaining balance, and how long will it be valid for?

If a store credit has been created from a product return, you can use it for future purchases within 3 years from the date it was issued. To find out your available store credit balance or if you have any questions regarding it, please contact our Customer Service Team at 2102838222 (09:00–17:00 Monday to Friday) or via email at [email protected].

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.