Returns and Deliveries

SOMETIMES IT'S JUST NOT RIGHT

If your received item wasn’t what you expected, don’t worry, you have 14 business days from receiving your order to return the item and obtain a refund. You can also ask for an exchange or get store credit. As long as the piece is in the same condition as it was when it was sent to you.

WHAT ARE THE CONDITIONS OF RETURNS AND EXCHANGES ?

The following conditions must be respected:

  • The items must be in perfect condition in their original packaging, without deterioration.
  • The items must not have been worn, washed, or altered from their original form in any way.
  • We reserve our right to refuse items that do not respect those conditions.
  • Unfortunately, we are unable to accept returns or process exchanges with Earrings for hygiene reasons, unless the item was damaged or faulty on its arrival.
  • Nothing affects your legal rights.
HOW TO PROCEED FOR A RETURN ?
  • Drop us an email at info@matildejewellery.com and someone from our team will assist you in the whole process.
WHAT AMOUNTS WILL BE REFUNDED ?
  • Provided the piece arrives in its original condition and meets our terms and conditions, you will receive a full refund (by the method used to pay for the original transaction) for the returned item. For international customers, this shall exclude delivery costs. For any customers based in the UK and the EU, the refund shall include the cost of standard delivery (excluding any supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
  • You must cover the cost of your return, which shall be at your risk. Please retain proof of delivery.
  • Additionally, for any international deliveries, you are responsible for any customs or duties for importing goods, and such amounts will not be reimbursed.
MANAGEMENT AND TIMELINE OF RETURNS
  • Once a return is received it will be processed within 3 days, although depending on your payment method it may take up to 14 days for the amount to be refunded into your account.
  • We will only make the refund the same way as payment was originally taken.
  • If you would prefer store credit as opposed to a refund, please let us know.
HOW TO PROCEED FOR AN EXCHANGE ?
  • We are unable to process exchanges but if you are happy to cover the additional costs for return and delivery, you can return an item to us in accordance with our returns policy set out here and place a new order. Drop us an email at info@matildejewellery.com and someone from our team will assist you in the whole process.
  • If the item arrives to you faulty or damaged then we will cover the additional costs for return of the item and delivery of the replacement item.
SHIPPING COSTS & OPTIONS

We use UPS Tracked for all our shipping, both Domestic and International.
UK
- UPS Standard 2 Day Delivery: £5.50
- UPS Express 1 Day Delivery: £8.00
Europe
- UPS Standard up to 5 Days Delivery: £16.50
- UPS Express 2 Days Delivery: £23
North America
- UPS Worldwide Expedited up to 5 Days Delivery: £20
- UPS Express 2 Days Delivery: £25
Rest of world
- UPS Worldwide Expedited up to 7 Days Delivery: £45

WHAT’S THE COST OF AN EXCHANGE ?

The shipping fees from your home to our offices must be at your own charge but we take care of the shipping from our offices to your home.

You can chose your preferred shipping company to take care of this.

Please keep a proof of shipment from your shipping company. In the event of shipment loss, you will need to show us this to get a refund

MANAGEMENT AND TIMELINE OF EXCHANGES

Your package takes between 5-10 to get to us.

Once received, our team does its best to take care of your order.

It is possible to exchange your item with a more or less expensive item as your initial one.

A refund or a payment request wil be asked to you at the time of the exchange..

If the item chosen is out of stock, we will let you know by email.