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Spring Swim Sale! 20% Off All Regular Priced Swim 💕Use Code: VACAY

FAQ


I live in Atlanta, can I pick up my order, or drop off my return?

No, we only permit employees to go to our warehouse and all others will be sent away.


What is your shipping time? I live in ____.

The shipping time would depend on the rate you choose during checkout. Please keep in mind that we have a processing time of up to 72 hours excluding weekends.


If I place an order today can I receive it by tomorrow?

No, the fastest shipping rate we have is express 1-2 day shipping. This is separate from our processing time. 


If I place an order today can I receive it by ____?

We do not guarantee shipping times since we use a third party carrier. Our processing time can take up to 72 hours and is separate from the shipping rate you choose during checkout. 


Do you offer exchanges?

At this time we do not offer exchanges. We only accept returns and once your return has been processed you can then repurchase the size or item you wish to receive.


The items I purchased are final sale but they do not fit. Can I exchange them?

Unfortunately, we do not offer exchanges at this time and since the items were final sale they cannot be returned.


I won one of your giveaways, but the items don’t fit the way I would like them to. Can I return or exchange them?

No, we do not do exchanges or returns for giveaway items.


I placed my order yesterday and still have not received a tracking number, what is going on?

We do have a processing time of up to 72 hours, excluding weekends and major holidays. If your order was placed on a Saturday you may receive your tracking number as soon as Monday or as late as Wednesday.


I placed an order and still have not received a confirmation email.

There may be a typo in the email address provided during checkout. Please contact our support team at hello@mattecollection.com and provide the address and name associated with your order so they can find it in the system and update the email address so you can receive your confirmations.


I just placed an order but I accidentally ordered the incorrect size. Can you update this before it ships?

We cannot change sizing on the orders, but if you contact our customer support team at hello@mattecollection.com and they see your ticket before the order has been processed they can cancel your order for you and you can then reorder all the correct sizes. Once canceled, a refund will be issued and the funds will be available within a few days. If you need this order for an upcoming trip you can also return the incorrect sized item as long as it is eligible for return. You can confirm it is by checking our return policy.


Can I add or remove items from my order?

At this time, we cannot add or remove items. If there are additional items you would like to receive you will have to place another order for them. If you would like items removed you contact our customer support team at hello@mattecollection.com and they see your ticket before the order has been processed they can cancel your order for you and you can then buy the items you do want to receive.


I placed two separate orders, can I combine them?

Unfortunately, we cannot combine orders at this time. Your orders will be shipped separately.


My order came after I needed it. Can I be refunded for shipping?

No, we do not guarantee shipping times. We get orders out as fast as we can and use a third party company to deliver our orders. The shipping charge is a nonrefundable fee that is paid to the carrier.


I placed an order with Express shipping and it has been 2 days and I have not received it. 

We have a processing time of up to 72 hours excluding weekends that is separate from the shipping rate you choose during checkout. Your order will be sent with the 1-2 day rate you chose.


I sent my return and the tracking states you have received it yesterday. 

We ask that you please be patient. Our returns department receives a number of returns each day that need to be thoroughly inspected for any damage. Once your return has  been processed you will receive correspondence from them. 


I returned items that I purchased with a discount code and paid using Klarna. I received store credit but I would like a refund so I can stop making payments. How can that be done?

Since you applied a discount code you are only eligible for store credit, per our policy. You will have to continue paying your balance with Klarna until it is paid in full. We cannot break policy because you used an alternative payment method.


I returned items that I purchased with a discount code and received store credit, but I want a refund. 

Our policy states that only items purchased at full price are eligible for a refund. We are unable to break policy and issue you a refund.


My order was marked delivered but I have not received it yet.

Sometimes packages can be marked delivered early. We ask that you wait 2 days and check with your neighbors or anyone living with you to confirm no one has received it. If you still have not received your order please file a claim with USPS and once you receive your claim number send an email to our support team at hello@mattecollection.com so that we can assist you. 


I received my order but I am missing an item. 

If this happens, please send an email to our customer support team at hello@mattecollection.com and provide them with your order number and the name of the item you are missing.


I placed an order but forgot to apply a discount code. Can I be refunded the difference?

Unfortunately, we are unable to issue refunds for this. If you would like to cancel the order and place it again please email our support team at hello@mattecollection.com and, as long as your order has not yet been processed yet, our team will cancel the order and a refund will be issued.


I am trying to place an order with a discount code but it is not working. Why is that?

Discount codes can’t be applied to sale items or if there is a promotion active on our site.