Returns & Exchanges


We want every order to feel exactly right. If something isn't working for you, here's how we can help.

HOW TO GET STARTED
Email us at info@mattersstore.com within 3 days of receiving your order. Please note: requests received after this window cannot be accommodated, so don't hesitate to reach out as soon as your order arrives. Our team will take it from there.

ELIGIBILITY

To qualify for a return or exchange, your items must be unused, in their original condition, and returned with all tags and original packaging intact.

Depending on the item you purchased, here are your options:

  • Full-Priced Items: Eligible for a size exchange, store credit, or a refund to your original payment method. Please note that all refunds are subject to a $30 USD processing fee.

  • Sale & Discounted Items: We are happy to arrange a size exchange or issue store credit. Sale items are not eligible for refunds.

  • Made-to-Order Items: Because these items are handcrafted specifically for you, they are final sale and not eligible for refunds. If needed, size exchange or store credit can be arranged. These items are always clearly marked on the product page just below the "Add to Bag" button, so please double-check before purchasing if you are unsure.

RETURN SHIPPING

Customers are responsible for return shipping costs. We strongly recommend using a trackable shipping service, as we are unable to issue refunds or credits for packages that are lost in transit

REFUND TIMELINE

Once your return is received and its condition is approved by our team, your refund or store credit will be processed within 10 business days.

EXCHANGE PROCESS

Because exchanges depend on size availability and your specific needs, we handle them personally on a case-by-case basis. Once you initiate your exchange via email, our team will stay in direct communication with you every step of the way to arrange the details and ensure you get exactly what you need.