Returns & Refunds

For products that are not personalized or made to order, contact us within 14 days after delivery. To qualify for a change-of-mind return, the item must be unworn, unwashed, unused and in its original condition with tags and packaging where reasonably possible.

Trying on an item as you would in a shop is acceptable. We may reduce a refund where handling beyond what is reasonably necessary has diminished the item’s value, where applicable law permits.

Because personalized and made-to-order items are created specifically for you, they are generally not eligible for change-of-mind return, exchange or cancellation once production begins.

This exclusion does not apply if the item is damaged, incorrect, defective, materially different from the accepted personalization details, or otherwise covered by a mandatory consumer right.

Email cs@ourmatchy.com within 14 days after delivery with your order number, a description of the problem, clear photos of the item and packaging, and the shipping label where relevant. Please keep the item and packaging until we complete our review.

If we confirm a problem, we will provide an appropriate remedy, which may include repair, replacement, partial refund or full refund depending on the circumstances and applicable law. The 14-day notification request helps us investigate quickly and does not remove longer statutory rights that may apply.

A personalization error may include text that we printed differently from the details accepted with your order, the wrong submitted design being used, a major placement error, or a significant production defect.

Reasonable differences between a digital preview and the finished item may occur because of screen settings, materials, printing and manufacturing. Minor variations in color, scale, crop or placement are not normally defects.

Please review every detail before checkout. Customer-entered spelling or date errors, an incorrect image, and the wrong size or color selected by the customer are not normally production defects.

Contact us immediately. If production has not begun, we will try to make the requested change, but changes cannot be guaranteed. Once production begins, a personalized item generally cannot be changed, cancelled or returned for that reason.

Contact us as soon as possible. A change or cancellation is only possible before the order enters production or fulfillment, and we cannot guarantee that a message will reach us in time.

If we can cancel the order, we will refund the cancelled amount to the original payment method. Any cancellation right that applies by law remains unaffected.

Email cs@ourmatchy.com before sending anything. Include your order number, the email address used at checkout, the item concerned, the reason for the request and photographs where relevant.

If the return is approved, we will provide instructions and the correct return details. Do not send a package to an address found elsewhere or return it without approval, as this may delay or prevent processing.

For an eligible change-of-mind return of a standard item, you are generally responsible for return shipping unless applicable law requires otherwise. Use a trackable service and keep proof of shipment; we are not responsible for a return lost before it reaches the instructed location.

If we confirm that the item is damaged, incorrect or defective, we will provide a prepaid method, reimburse reasonable return costs, or confirm that no return is required, depending on the situation.

If you return an eligible standard item because you changed your mind, original delivery charges are not normally refundable except where applicable law requires reimbursement. Where the law requires a refund of standard outbound delivery, any additional cost for an upgraded or express service is not refunded.

If the full order is refunded because of our confirmed error or a qualifying product defect, applicable delivery charges will also be addressed as required by law.

We do not normally process direct change-of-mind exchanges. For an eligible standard item, the quickest option is usually to complete an approved return and place a new order.

For a confirmed damaged, incorrect or defective personalized item, we may arrange a replacement without requiring a separate new order.

Once a return or claim is approved, we issue the refund to the original payment method unless another method is required by law or agreed with you. We normally initiate an approved refund within 5 business days after inspection or final approval.

Your bank, card issuer or payment provider may need additional time to display the credit. Refund timing may also depend on the payment method and location.

First check the original payment account and allow the processing time stated by your bank or payment provider. If the expected time has passed, contact them for an update and then email us with your order number so we can confirm the refund reference where available.

Sale items and promotional bundles have the same rights concerning defects, incorrect supply and mandatory consumer protections as full-price items. Change-of-mind eligibility depends on whether the item is standard or personalized and on any clearly stated promotion terms.

Gift cards and store credit are generally non-refundable and cannot be exchanged for cash, except where required by law.

Check the delivery location, household members, reception or safe place, and contact the carrier where possible. Then email us promptly with your order number and tracking details. We will review the available delivery information and help determine the appropriate next step under our Shipping Policy.

We may refuse a change-of-mind return that is outside the stated period, is personalized, was sent without authorization, is worn, washed, altered or damaged after delivery, or does not include enough information to identify the order.

We will not use these conditions to refuse a valid remedy for an item that was damaged, incorrect, defective or protected by a non-excludable consumer right.

Yes. This policy provides our standard process but does not replace mandatory consumer protections. If the law applicable to your purchase provides a longer claim period, a repair or replacement right, a cooling-off right, or another remedy that cannot be excluded, that right continues to apply.