RETURNS & EXCHANGES 

Orders cancelled within 24 hours of payment confirmation are fully refunded. This cancellation window is strictly 24 hours from the moment the order is placed. If you decide to cancel your order within this timeframe, we will process a full refund. However, please note that this policy is only applicable if the cancellation request is submitted within 24 hours of placing the order. Given that our outfits are handmade, this policy helps us manage our production schedule effectively. 

If you wish to return an item for a refund or exchange, it must be a standard order to qualify. You can do so within 7 days from the date you received the product. To be eligible for a return or exchange, the item must be unworn and in its original condition, complete with all tags attached and including any accessories or dedicated packaging. 

Our return and exchange policy does not apply to made to order pieces, as these pieces are crafted specifically for individual customers and cannot be resold. This includes standard sizes that have been modified, which are also not eligible for return, as they are tailored to your specifications. We strongly recommend reviewing your order details carefully before finalizing your purchase to ensure your complete satisfaction. If we wish to be safe and have your order returnable in case of wrong fit, kindly choose non custom fixed size provided. 

When returning an item, please be aware that an additional shipping fee will applied for each return and exchange. This fee will be deducted from your refund amount or charged separately depending on the reason for the return reason for the return. 

Additionally, all shipping charges, including the initial cost of shipping of the product to you, are non-refundable. This means that even if you decide to return an item, the cost of shipping will not be refunded. In all cases of refund, any associated shipping costs will be the responsibility of the customer.

EXCHANGES

For exchanges, customers must directly contact MATUTINE Support, providing their order number and details of the desired exchange. 

Support will process the request and, if approved, will send instructions for returning the item, including a pre-paid shipping label if applicable. Ems for exchange must be sent back in their original packaging, complete with all tags and accessories. You will need to attach the provided label, ensuring any old labels are removed. 

Customers are encouraged to use the provided tracking information to monitor their exchange item’s journey. An email notification will be sent once the exchanged item is on its way back to the customer.

 We appreciate your understanding of these policies, which are in place to protect the integrity of our handcrafted creations.

SHIPPING

Shipping process is designed to ensure a smooth and efficient experience. Here are the essential details to keep in mind: 

Orders are dispatched exclusively on weekdays, from Monday to Friday. This schedule allows us to focus on delivering your order with the utmost care and precision. Once your order is shipped, you will receive a tracking number via email. This tracking number enables you to effortlessly monitor the progress of your shipment, keeping you informed every step of the way. 

Typically, shipments take approximately 5-6 working days to reach their destination. While this estimate reflects standard delivery times, please note that it does not account for any potential delays that may occur during customs processing.

The customs clearance process can vary based on your location and the regulations in your country. Additional processing time may be required for your shipment to clear customs. Please be aware that any customs fees or charges incurred are the responsibility of the customer. The duration of customs processing can vary depending on how swiftly any applicable fees are addressed. Should you have any questions or concerns regarding our shipping process, our dedicated customer support team is ready to assist you. We are here to facilitate a seamless shopping experience.

CUSTOMS

Product prices are listed exclusive of any import taxes or customs duties that may apply. These charges are not included in the displayed price and will be assessed by the carrier at the time of delivery. Please note MATUTINE is not responsible for covering these additional fees. 
If you decide to decline delivery of your order or refuse to pay the customs fees upon its arrival, the order will be returned to us. In such instances, please be aware that you will not be eligible for a refund of the amount paid for the order. It is essential to consider these potential charges when placing your order to avoid any unexpected expenses and ensure a smooth delivery process.