SHIPPING AND DELIVERY
MATT & NAT is not responsible for shipment delays or delivery issues once a package has left our warehouse and is in possession of the courier.
Please note that due to recent safety measures and unprecedented times, couriers no longer require signatures upon delivery.
Should a package be marked as delivered by the courier as per the tracking information and cannot be retrieved at the shipping address, MATT & NAT does not claim responsibility for the loss. Unfortunately, we do not replace nor refund an order after it has been confirmed as delivered to the correct address by the courier. We would recommend contacting the courier to proceed with resolving this matter.
We are committed to ensuring our clients' orders are completed thoroughly and without delay. However, please note that orders' arrival dates cannot be guaranteed as the volume of orders, postal mishandling, and technical malfunctions could have an influence. We ship Monday through Friday, excluding weekends and select holidays. It takes 3-5 business days to process your order. Once the order is processed and shipped out, an email with your tracking number will be sent. We only offer regular shipping at this time. Transit time and courier service may vary depending on where your item was shipped.
Please note that all our packages are shipped with a signature requirement. Kindly provide an address where a recipient can sign for the package. If no one is available during the delivery, the package will be returned to our warehouse.
The following information is the estimated timeframe you should receive your order after it has been shipped:
Destination Service Estimated transit time.
Canada UPS, FedEx, or Canada Post 3 - 5 business days
United States UPS or FedEx 3 - 10 business days
UK Royal Mail or DPD 3 - 5 business days
Europe DPD, PostNL or UPS 5 - 10 business days
International UPS or FedEx 10 - 15 business days
Australia Startrack or UPS 3 - 7 business days
CANADA & US ORDERS:
Orders going to Canada and the U.S. are shipped from our Canadian warehouse via UPS, FedEx or Canada Post.
UPS will return the package to our warehouse after the 3rd unsuccessful delivery attempt. They may hold the package at a facility near you after the 3rd unsuccessful delivery attempt. Check the UPS site frequently for any status updates. A notice card will be left where you may pick up the parcel. If you do not receive a notice card, please get in touch with UPS to confirm the pickup facility address. Please visit the UPS site for further information.
If your package is returned, please get in touch with us at email@example.com for further assistance.
UPS does not ship to P.O. Boxes; therefore, providing a residential/work address is best.
European orders are shipped from our EU warehouse via DPD, PostNL or UPS.
For international orders, we use UPS or FedEx as the courier service. Occasionally, international shipping to some countries can take 2-3 weeks. We are not responsible for delays caused by the destination country's customs clearance process or courier transit time.
Orders going to Australia are shipped from our AU warehouse via STARTRACK or UPS.
DUTIES AND INTERNATIONAL FEES:
Applicable customs or import duties are typically charged when the package arrives at its destination country. In addition, the receiver must pay a shipment fee (also applicable to retail and wholesale customers). These fees are paid to your local carrier or government. These fees are not implemented or collected by MATT & NAT and thus cannot be refunded. MATT & NAT does not have control over these fees and cannot estimate or confirm the costs since customs policies, and import duties vary from country to country. We recommend contacting the local customs office for information on fees before placing your order to avoid unforeseen charges.
Europe/International/Australia: We ship packages DDU (duties and taxes unpaid) and can be subject to import duty. We are unaware of these charges, and if contacted via our shipper, our customer will be responsible for these charges before receiving their order. Please get in touch with your local customs office for further details of these charges.
WRONG ADDRESS DISCLAIMER:
It is the buyer's responsibility to ensure that the shipping address is entered correctly. If the wrong shipping address is provided, please get in touch with us at firstname.lastname@example.org immediately! We do our best to speed up processing and shipping times; hence there is a small-time gap to correct/change the address of your order, and we cannot guarantee the change. The courier may not accept an address change if the parcel is shipped with the incorrect address. If the parcel is returned and the buyer requests to reship the package, additional shipping fees may be applied.
ORDER CANCELLATION/ MODIFICATION:
If you decide to cancel or modify your order, please write to us at email@example.com as soon as you place your order. We will do our best to make the change; however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we can do so. If it's too late for our team to cancel/modify your order, you can return it to us once you've received it.
Please note if a MATT & NAT account is created after placing an order, the order will not appear in your dashboard. We are also unable to link the order to a new account. Therefore, only orders placed with a MATT & NAT account will appear in your account. If you place an order as a guest, you will still receive a shipping notification with a tracking number.