EXCHANGES & RETURNS
Is it possible to return an item ?
If an item you have ordered is not satisfactory, you can exchange it or request a refund. No store credit will be issued.
Whatever the delivery method, you have 14 days from the reception of the order to place an online request for its return. The item must be in good condition, unused, and must be returned by post in its original package within 14 days of your return request (see below “How can I return an item online?”) »). Depending on the shipping method you choose, you may have to cover shipping expenses.
How can I return an item ?
You can return one or several items from a single order. To do this:
- Connect to your client account with your login.
- Once logged in, click on “Order history and details”.
- Then click on the reference number of the order in question.
- Scroll down to the line of the item you wish to return and click on the empty box next to the item reference number.
- Below, in the “Return goods” section, indicate your reason for returning the article.
- Confirm your request by clicking on “return an item”.
After confirmation from our customer service (under 24 hours on working days), you will receive an email confirming your return request. This will enable you to print your return voucher from the “My returns” section of your account.²
You can then send your package with the return voucher to the following address:
MAT DE MISAINE
ZI DE LA BEGAUDIERE
85 800 SAINT-GILLES-CROIX-DE-VIE
Depending on the shipping method you choose, you may have to cover shipping expenses.
To track the processing of your request, go to the “My returns” section of your client account.
What can I do if the item is defective ?
If a product is defective or fails to comply with your order, please inform us via our online return form within 14 days of receiving the order (see above: “How can I return an item online?”) »).
The defective item must be returned in its original condition and packaging by tracked Colissimo within 14 days of registering your return request.
Return shipping costs will be refunded if the expense proof is sent with the item.
How can I exchange an item ?
We will only exchange an item online for one of the exact same value.
Once you receive the package, you have 14 days to fill in your online exchange request (see paragraph, “How can I return an item online?”) »).
The item must be in good condition, unused, and must be returned in its original packaging within 14 days of registering the exchange request.
We will exchange your item as soon as we receive it. We will then cover the shipping expenses.
When will I get refunded ?
We will refund the entire value of the item within 48 hours of its reception and validation by our customer service. The amount will be reimbursed to the bank account linked to the payment method used to place the order. A refunding confirmation email will be sent to you.