Orders & Shipping
Every shoe order placed with MATR is handled carefully and quickly. You will receive a confirmation email with all the information, including an order number, as soon as you place a purchase on our website. Our goal is to complete every order in 1- 2 business days. Your order will be ready for shipping after processing. A second email with your tracking number and a link to track the progress of your package will subsequently be sent to you.
Exchange, Returns & Refunds
At MATR, we are committed to your complete satisfaction. If you are not entirely happy with your purchase, our straightforward policy ensures a smooth and easy process. We accept exchanges and returns for unused and unworn merchandise within 7 days of the delivery date. All returned items must be in their original, sellable condition, with all tags and original packaging (including the shoe box) intact. We reserve the right to refuse returns on items that show any signs of wear, damage, or use.
How to Initiate an Exchange or Return:
- Visit our returns portal on our website and enter your order number and email address to begin the process.
- Follow the simple steps to select the item(s) you wish to exchange or return and specify your reason.
- Upon approval, you will be provided with a prepaid shipping label via email. Simply print the label, securely pack your item(s) in their original packaging, and drop the box off at your nearest shipping carrier location.
Refunds:
Once your return is received and inspected by our team, we will send you an email notification. If your return meets our policy requirements, a refund will be processed to your original method of payment within 15 working days from the day of receiving the return package. Please note that it may take additional time for the refund to appear on your bank or credit card statement.
Frequently Asked Questions (FAQ)
1. How do I place an order?
You can place an order directly through our website. Simply select the shoes you want, choose your size and color, and click "Add to Cart." When you're ready to complete your purchase, click on the cart icon and follow the steps for checkout.
2. What payment methods do you accept?
We accept all major credit cards, including Visa, MasterCard, American Express, and Discover. We also offer secure payment options through PayPal and other popular payment gateways.
3. What is your shipping policy?
We offer various shipping options. Standard shipping typically takes 5-7 business days. You will receive a tracking number via email once your order has been processed and shipped, allowing you to monitor its progress.
4. Can I change or cancel my order after it has been placed?
If you need to change or cancel your order, please contact our customer support team immediately. We will do our best to accommodate your request, but please note that once an order has been processed and prepared for shipping, we may be unable to make changes.
5. How do I know what size to order?
Our shoes are designed to fit true to size. For the best fit, we recommend referring to our size chart available on each product page. If you are between sizes, we generally suggest sizing up.
6. What is your return and exchange policy?
We accept returns and exchanges on all unused and unworn items within 30 days of delivery. The items must be in their original, sellable condition with all tags and original packaging. Please visit our returns portal on our website to initiate the process.
7. Are your shoes made of genuine leather?
Yes, all of our genuine leather shoes are crafted from high-quality, authentic leather for superior durability and a classic look.
8. How do I care for my MATR shoes?
To keep your shoes in the best condition, we recommend following the care instructions on the product page. For genuine leather products, a quality leather cleaner and conditioner can help maintain their appearance and longevity.
9. Do you ship internationally?
No, we don’t offer international shipping to select countries.
10. How can I contact customer support?
You can reach our customer support team via the "Contact Us" form on our website or by emailing contact@matr.in
We aim to respond to all inquiries within 24-48 hours.
