RETURNS & EXCHANGES
To manage a change, you just have to send an email to email@example.com or a message to our WhatsApp 960770628 indicating the number of your order, the garment you want to change and the new product you want to purchase. In the same email or message send us photos that show the good condition of the garments.
Consider the following aspects in relation to the change process:
- Changes can be made up to 7 days after receiving your order.
- If at that time you cannot find a product to replace the original, you can request a gift card for the value of your purchase (not including the delivery amount).
- If it is the first change, we pay for the collection of the garment and the delivery of the new product only within metropolitan Lima (as long as it is within our coverage area). Restrictions apply. This does not apply to products on SALE or purchased with any promotion, discount or coupon, including FREE DELIVERY.
- The date of delivery of the change or pick up will depend on the district of Metropolitan Lima that you are in, see specific considerations in our shipping policies.
- For provinces, the customer is responsible for the payment of the shipment with the product to be changed and the payment of the shipment with the new product.
- The confirmation of the change is made up to 48 hours after receiving the email with the request.
- The product that is being changed must be delivered to the driver that delivers the new garment.
- If you make a change for another product, it cannot apply any type of discount, promotion or coupon available for new purchases. The final price of the product will be taken into account.
This policy does not apply to products that are purchased with offers, see specific considerations.
For La Matier Beauty products (Hair Serum and Eyelash Elixir) no changes or returns are applied once the purchase is made.
We want you to be 100% happy with your purchase. If you want the money back, contact firstname.lastname@example.org or with a message to our WhatsApp 96 0770628 to help you in the process without any problem. The return request process must be carried out within 72 hours of receiving the product.
In the case of provinces, the customer is responsible for paying the shipping for the return.
This policy does not apply to products that are purchased with offers, some type of discount or coupon, see specific considerations.
In the case of returns, the delivery amount is not included in these. The return is made only for the value of the products.
The return date will depend on the payment method used to make the purchase. In the case of interbank transfers, we are not responsible for the date on which the deposit is reflected in your accounts, it all depends on your bank. If discounts are made after the amount corresponding to the coordinated return has been paid, the responsibility lies with the bank and the account holder.
We care a lot about the quality control of our garments, however, if you receive a product with a factory defect, write to us at email@example.com or WhatsApp 96 0770628 and we will solve the problem for you. (DOES NOT INCLUDE PRODUCTS IN OUTLET)
CHANGES AND RETURNS FOR PRODUCTS ON SALE
For products purchased on Sale, with a discount coupon (INCLUDES COUPONS REDEEMED THROUGH MATIER CREW) or promotion, no refunds or exchanges are applied to the garments, the sale of the products is final.
For products purchased at OUTLET, there are no changes or returns. The faults found in the garments in this section may present errors similar or not to those described in the product specifications.