You can return your Matilda purchase made through our online store under the following conditions:
For exchanges: within 5 days from the date you receive your package.
For quality issues: within 30 days from the date of receipt.
If returning due to a quality issue, you may choose between an exchange or store credit in points for your next purchase. Returns made outside of these timeframes, or if the item is used, damaged, or missing its original packaging, will not be accepted. Clothing will only be accepted if it has the original tags attached and includes all items from the same order you wish to return.
Returns of promotional or sale items are only accepted if there's a quality issue.
Exchange Policy
You can exchange a product in physical stores or through our online store by contacting us at 3046362889 or via email at atencionalclientematildabyjc@gmail.com, within 30 days of purchase, with the receipt.
Exchanges for size, color, or style are not available for promotional or sale items—only for quality issues.
Exchanges are made based on the commercial value of the purchase.
Subject to inventory availability.
Items must be returned unused, unwashed, with tags, and in their original packaging.
Only one exchange per purchase is allowed.
Damaged or Defective Products
At Matilda, we prioritize the quality of our products. If you receive a damaged or defective item:
Our quality control department will inspect the item to determine the cause.
If the damage is due to a manufacturing defect, we’ll offer an exchange or store credit.
If the damage is due to misuse or external factors, Matilda will not process an exchange.
We do not offer refunds in the following cases:
Products purchased outside our official channels.
Damage due to misuse or negligence.
Damage from improper use or failure to follow washing instructions.
Custom-Made Garments
Garments made to the customer’s specifications or with custom modifications are not eligible for returns or refunds.
To ensure the longevity and quality of our garments, it's essential to follow these care instructions:
Hand Washing
Handle with care: Hand wash each item separately to prevent color transfer.
Gentle soap: Use a mild detergent to protect the fabric and color.
No wringing: Avoid wringing the garment after washing, as it can damage the fibers and distort its shape.
Drying: Lay the garment flat to dry to help maintain its form and structure.
Machine Washing
Extra protection: If using a washing machine, place the garment in a mesh laundry bag to prevent friction and protect the fabric.
Gentle cycle: Select a delicate wash cycle to preserve the integrity of the material.
Chemical caution: Avoid bleach or harsh detergents that can weaken natural fibers.
Ironing
Low heat: Iron at a low temperature to prevent fabric damage. Always check the label for the recommended setting.
Professional Advice
We're here to help: If you’re unsure how to care for one of our textiles, feel free to reach out to our customer care team. We’re happy to help you keep your garments in top condition.
By following these guidelines, you’ll help preserve the quality and beauty of your garments for years to come.
Notification Period: You must notify Matilda of your intent to return a product within five (5) days of receiving it by calling +57 3046362889 or emailing atencionalclientematildabyjc@gmail.com.
Product Condition: Make sure the product is unused, with all tags attached and in its original packaging.
Return Process: Customers are responsible for returning the product in the same condition it was received, including any shipping costs.
Refunds: For valid returns, Matilda will refund the purchase price within a maximum of 30 calendar days, depending on the financial institution used for the payment.
Disclaimer
Matilda is not responsible for any damage resulting from misuse, force majeure, or third-party interference affecting the product’s quality or condition.
Return Policy
Timeframe: Products can be returned for exchange or quality issues within 5 days of delivery, and for quality issues only within 30 days.
Conditions: Sale or promotional items can only be exchanged due to quality issues, not for sizing or color preferences.
Packaging and Tags: Returns will only be accepted if the product retains its original packaging and tags.
Exchange Policy
Period and Contact: Exchange requests must be made within 30 days of purchase by contacting Matilda via phone or email.
Exchange Conditions: Products must be unused, with original tags and packaging. Only one exchange per purchase is allowed and is subject to inventory availability.
Promotional Items: No exchanges for size, color, or style are allowed—only for quality issues.
Damaged or Defective Products
Guaranteed Quality: Matilda is committed to exchanging or offering store credit for items with manufacturing defects.
Exclusions: Returns or exchanges will not be accepted if the product has been misused, damaged due to negligence, or purchased through unofficial Matilda channels.
Custom-Made Garments
Custom or personalized garments are not eligible for returns or exchanges.
Sale and Shipping Policies
Items purchased from the SALE section or with deep discounts are not eligible for returns or exchanges under any circumstances. Please review the product details carefully before completing your purchase.
Estimated delivery time is 6 to 8 business days, excluding weekends and holidays. This period may vary depending on the shipping carrier and external factors beyond Matilda’s control.
