Terugbetalingsbeleid

Return Policy Mataluu

At Mataluu, we want you to be satisfied with your purchase. If an item doesn't suit you, you have 30 days to return it. Here’s what you need to know:

Return Conditions

For the following countries, a return label and return form are included in your package:

Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Poland, Portugal, Spain, Sweden, Netherlands,

Important: Absolutely use this label for your returns. Returning in multiple shipments is not possible and will not be accepted. Additionally, it is impossible to combine multiple orders for a single return.

  • Items must be in their original condition with tags still attached.
  • Items must not be worn, washed, or damaged.

Steps to Return an Item

  1. Check your package: Ensure the return label and return form are included.
  2. Prepare the package: Place the items back in their original packaging.
  3. Drop off the package: Bring the package with the return label to a delivery partner’s drop-off point (details on the return label).

Return Fees by Country

Belgium, France, Germany, Netherlands, Luxembourg:

  • Orders > 100 €: Free returns
  • Orders < 100 €: 10 € return fees

Austria, Denmark, Ireland, Poland, Portugal, Sweden:

  • Orders > 100 €: Free returns
  • Orders < 100 €: 20 € return fees

Spain, Italy:

  • Orders > 150 €: Free returns
  • Orders < 150 €: 20 € return fees

Bulgaria, Croatia, Czech Republic, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Malta, Romania, Slovakia, Slovenia, United Kingdom, Switzerland:

  • return at customer’s expense

Other Useful Information

  • No online platform: Currently, we do not have an online platform to initiate returns.
  • Missing label or return form?: send us an email : hello@mataluu.com
  • Preserving Your Benefits from Promotions: If you buy something during a sale, you won’t lose the sale benefits if you return it. You’ll get back what you paid, keeping the value you got from the sale.
  • Efficient Refunds: Once we get your package, we’ll process your return within 14 days. This ensures you get your money back quickly.
  • Note on Pickup Service: Please note that we do not offer home pickup services. To process a return, you must visit the parcel shop associated with the return label linked to your return form.
  • Finding a Parcel Shop: We recommend finding the nearest parcel shop using a map service or by visiting the carrier’s website. Once there, you can easily drop off your parcel.
  • Proof of Delivery: Remember to ask for proof of delivery when you drop off your parcel. This is your confirmation that the parcel has been successfully handed over.
  • Withdrawal refunds cover product price and shipping costs; return costs are the customer's responsibility.