Refund policy
DELIVERY
Please note that due to postal strikes or delivery delays, delivery may take a little longer than usual. If your order has not arrived after 14 days (UK), please get in touch via email: contact@thematistudio.com.
- Standard UK Delivery (3-5 working days): FREE
- Express UK Delivery (1-3 working days): £5.99
Please note that The Mati Studio is not liable for any customs charges incurred.
PRE-ORDERED PIECES
Jewellery available for pre-order has a processing time of up to 4 weeks excluding delivery time. Please note that there may be delays due to postal strikes/ delivery delays. Please get in touch if your pre-order has not arrived after 5 weeks.
REFUNDS
We take pride in the quality of our pieces, and we are confident that you will love your The Mati Studio pieces. However, if you feel there is a problem with your jewellery and you have followed our The Mati Studio Care Guide, we are more than happy to offer you a full refund or replacement. Simply send us your order number and photographic evidence of the issue with your jewellery (via Email). We will then assess the issue, and provide you with a new piece or a refund. Please note that since all of our pieces are made to order, The Mati Studio does not accept returns or exchanges.
If you have not sufficiently cared for your jewellery, we unfortunately will not be able to offer you a refund or replacement. By placing an order with The Mati Studio, you are confirming that you have read and understood The Mati Studio Care Guide.
If you have any questions or queries regarding our delivery & refunds policy, please get in touch with us at contact@thematistudio.com.