At Matière De Désirs, we value our customers and strive to deliver high-quality fashion pieces that meet your expectations. However, we understand that sometimes a product may not be the perfect fit or may not meet your preferences. For this reason, we provide a clear and customer-friendly Refund & Return Policy to ensure a smooth and hassle-free shopping experience.

Below you will find detailed information about how returns, refunds, and exchanges work when you shop with Matière De Désirs.

Our Commitment to Customer Satisfaction

Customer satisfaction is one of the top priorities at Matière De Désirs. Every item in our collection is carefully designed and inspected before shipping to ensure premium quality. Despite these efforts, if you are not completely satisfied with your purchase, our return policy allows you to return eligible items within a specific timeframe.

Our goal is to make the return process simple, transparent, and fair for every customer.

Return Eligibility

Customers may request a return within 14 days of receiving their order. To qualify for a return, the item must meet the following conditions:

  • The item must be unused, unworn, and unwashed.
  • The item must be returned in its original packaging.
  • All tags, labels, and accessories must still be attached.
  • The product must not show any signs of wear, damage, or alteration.

Returns that do not meet these conditions may not be approved. We encourage customers to inspect their items immediately upon delivery to ensure everything meets their expectations.

Non-Returnable Items

While we aim to be flexible, certain products cannot be returned for hygiene or promotional reasons. These may include:

  • Items marked as Final Sale
  • Gift cards
  • Personalized or custom-made products
  • Undergarments or accessories that cannot be resold for hygiene reasons
  • Items purchased during special clearance promotions

Please review the product description carefully before making your purchase to ensure the item is eligible for returns if needed.

How to Start a Return

Starting a return with Matière De Désirs is simple. Follow these steps:

  1. Contact Customer Support
    Reach out to our support team through the contact form or customer service email within 14 days of receiving your order.
  2. Provide Order Details
    Include your order number, product name, and reason for return.
  3. Return Approval
    Once your request is reviewed and approved, you will receive instructions on how and where to send the product.
  4. Ship the Item
    Pack the item securely and send it to the return address provided by our support team.

We recommend using a trackable shipping service to ensure your return reaches us safely.

Refund Process

After we receive your returned item, our team will inspect it to confirm that it meets the return conditions. Once approved, your refund will be processed.

Refunds are typically issued to the original payment method used during checkout.

Processing times may vary depending on your payment provider, but most refunds are completed within 5–10 business days after approval.

You will receive a confirmation email once your refund has been successfully processed.

Exchange Policy

If you received the wrong size or would prefer a different product, you may request an exchange instead of a refund.

To request an exchange:

  • Contact our support team within 14 days of receiving your item.
  • Provide your order number and the item you want in exchange.
  • Once approved, return the original product following the instructions provided.

After we receive the returned item, the replacement product will be shipped to you.

Please note that exchanges depend on product availability. If the requested item is out of stock, a refund may be issued instead.

Damaged or Incorrect Items

At Matière De Désirs, we take product quality seriously. If you receive an item that is damaged, defective, or incorrect, please contact us immediately.

To help us resolve the issue quickly, please provide:

  • Your order number
  • Photos of the damaged or incorrect item
  • A brief description of the problem

Once verified, we will arrange a replacement or full refund at no additional cost to you.

Return Shipping Costs

Customers are generally responsible for return shipping costs unless the item received was damaged, defective, or incorrect.

Shipping fees from the original order are non-refundable, unless the return is due to an error on our part.

We recommend choosing a reliable shipping carrier with tracking when returning products to ensure safe delivery.

Late or Missing Refunds

If you have not received your refund within the expected timeframe, please follow these steps:

  1. Check your bank account or payment provider again.
  2. Contact your credit card company, as it may take additional time before the refund appears.
  3. Reach out to your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact our customer support team for assistance.

Policy Updates

Matière De Désirs reserves the right to update or modify this Refund & Return Policy at any time to reflect operational changes, legal requirements, or improvements to customer service.

We recommend reviewing this page periodically to stay informed about the latest policy details.

Contact Us

If you have any questions about returns, refunds, or exchanges, our support team is always here to help. Please reach out through our official contact page and we will respond as quickly as possible.

At Matière De Désirs, we are committed to delivering exceptional service and ensuring that every customer enjoys a smooth, confident shopping experience.