Exchanges and Returns

Matissa accepts exchanges and returns of items purchased online, in accordance with Decree-Law no. 24/2014.

Exchanges

How does it work?

  • You can exchange any item within 14 consecutive days of receiving your order;

  • You can initiate the exchange request via:
    o info@matissa.pt
    o or the contact form available on our website;

  • Always state the order number, the items you wish to exchange, and the new ones you want to purchase;
  • After the request, the Matissa World team will send you (preferably via email) the details to start the exchange process, including the address to which the items should be sent.

Conditions for exchange

  • Items must be in their original condition, with no signs of use;
  • They must retain all original tags and packaging;
  • Exchanges will only be accepted after validation by our quality control;
  • We do not accept exchanges sent without prior request.

Exchange shipment

  • You should send the items directly to the indicated address, using a shipping service of your choice;
  • We do not accept cash on delivery shipments and/or shipments without order identification;
  • Shipping costs are borne by the customer, except in cases of item error or defect;
  • It is recommended to use registered shipping with proof;
  • We are not responsible for loss or damage during transport;
  • If you no longer have the original shipping packaging, you can use another one as long as it is well sealed and protected.

Payment and shipping of the new item


After receiving and validating the returned item:

  • We will send Matissa's IBAN by email for:
    the payment of the shipping costs of the new item;
    the payment of the difference in value, should the new item be more expensive;
  • The new item will be sent after confirmation of payment(s).


If the new item has a lower value, the difference will be refunded using the same payment method used for the purchase:

  • The amount may take up to 14 business days to appear in your account,
    depending on the bank;
  • You will be notified by email as soon as the refund is processed.


If after 14 days you have not yet received your refund, please contact us by email or
form.

Questions?


For more information on the exchange process:

  • info@matissa.pt
  • or via the contact form available on our website.

Returns

How do I initiate a return?

The deadline to request a return is 14 consecutive days after receiving the order;

  • Access the form on the website or send an email to info@matissa.pt with your order number;
  • After the request, the Matissa team will send you (preferably via email) the details to initiate the return process, including the address to which the items should be sent.
  • We do not accept returns sent without prior request or outside the indicated procedure.

Conditions for return

  • Items must be in their original condition, with no signs of use;
  • They must retain all original tags and packaging;
  • Acceptance of returns is subject to the approval of our quality
    control    ;
  • Matissa World reserves the right to refuse returns that do not comply with
    these conditions.

Return shipment

  • The customer must send the items to Matissa, directly to the indicated address, using the shipping service they deem appropriate;
  • The shipping costs are borne by the customer, except in cases of item error or defect;
  • It is recommended to use registered shipping with proof;
  • Matissa is not responsible for loss or damage during transport;
  • We do not accept returns without prior request or sent cash on delivery;
  • If you no longer have the original shipping packaging, you can use another box as long as it is well sealed and protected.

Refund

  • The refund is made using the same payment method used for the purchase;
  • After reception and validation, the return is processed within up to 72 business hours;
  • The amount may take up to 14 business days to appear in the account, depending on the bank;
  • There will be an email notification as soon as the refund is processed.
  • If after 14 days the refund has not been received, we recommend contacting us by email
    or form.

Questions?


For more information about the return process:

  • info@matissa.pt
  • or via the contact form available on our website.