Q: Do I need to have an account to order?
A: No, you can also place an order as a guest. But, there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
Q: How do I check the status of my order?
A: Upon placing your order, please allow up to 3 business days to have your order processed. Our fulfillment warehouse pack your goods and have it shipped as soon as possible. Once you order has been shipped, you will receive a tracking number to your order. You may also come back to our website at any time and visit our Order Status page to find your real-time update of your shipment. If you did not receive your tracking number or have any updates under our Order Status page after 7 business days, please use this tracking site to check your order.
If also that doesn't work, contact us immediately and we will do all we can to investigate the issue.
Q: How long does shipping takes?
A: Our warehouses are located around the world. For domestic orders it will normally take 5-10 days to deliver. Depends on the warehouse from where is it sent. For countries outside of EU, please allow few days more. US and other over seas orders it can take 7-14 days.
Q: Do you ship Internationally?
A: Yes! We ship worldwide and ensure we make an enjoyable shopping experience with us.
Q: Are there any exchange rates?
A: All of our transactions are based in EUR. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Q: What payments methods do you accept?
A: We accept all major credit cards and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery (CAT).
Q: Is your website secure with my personal information?
A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will only be used one-time only upon purchasing of your product. Then your credit card information will be purged.
Q: How do I order on your website?
A: Simply find the product you'd want and click the blue "Add To Cart" button. Fill in your shipping and billing information and we'll have your order shipped to you as soon as possible!
Q: How do I change or cancel my order?
A: If you want to change or cancel the order, you need to do in 24 hours after the purchase. After that we can't do it as orders are already sent into fulfillment. We try to ship out as soon as possible that's why we have this policy.
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Please note that any orders that have already been packed or shipped cannot be cancelled.
Q: How do I set my shipping address?
A: Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".
Q: Can I change my shipping address after placing an order?
A: Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.
Q: Will I be charged with customs and taxes?
A: The prices displayed on our site are tax-free in EUR, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Q: Does Mattees provide a quality guarantee for all the products being sold?
A: Absolutely! If you do not like the product or find damages to the product, contact us immediately! We do all we can to ensure your best shopping experience. You can simply contact us and we'll get it addressed!
Q: What Do I Do If I Have Missing Items In My Order?
A: If something is still missing, please contact us immediately.
Q: Do you offer a refund if item comes damaged or with some issue?
A: If your product comes damaged or has some issues, we'll immediately send you a new one. If you'll get same issues for the second time, we'll send you a full refund.
Q: How do I process refund or replacement?
Please send email to our support team to process refund or replacement for your order.
Q: Can I get wholesale discount if I buy 5+ products?
A: If you are interested in our wholesale prices, please contact us and we'll offer you very good price.
Q: What I have more questions?
A: If you have any additional questions that has not been addressed in our FAQ, please contact us and we will get back to you as soon as possible!