HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
We are happy to offer free international standard shipping by air mail for all items. All shipments are registered with a tracking number attached.
All standard orders will be shipped four to five business days of confirmation from our Singapore warehouse, unless otherwise specified. If your order includes an item that we indicated will be shipped at a later date, we will only ship the entire order out together once the item arrives.
|Asia||Any||Free||8-22 working days|
|UK / US||Any||Free||10-14 working days|
|Rest of World||Any||Free||8-22 working days|
|International (EXPRESS)*||Any||30 USD||3-4 working days|
|Singapore||Any||Free||4-5 working days|
|Singapore (EXPRESS)*||Any||10 SGD||1-2 working days|
*INTERNATIONAL EXPRESS SHIPPING
If you need to expedite your package, we’ve included an express shipping option after you’ve checked out (just before you enter your payment details). Note that your order has to be in before 11AM (GMT+8) for us to proceed with next day express delivery. Express orders made after 11AM (GMT+8) will only be processed the next business day. International Express Shipping Cost (3 – 4 business days via DHL): USD30
*LOCAL EXPRESS SHIPPING
If you are located in Singapore and need to expedite your package, do email us first at email@example.com. We’ll respond within 24 hours.
Currently, we do not ship on weekends and public holidays – we need rest too. Do note that delivery time is calculated from when the package leaves our warehouse and you will receive a notification update with your tracking number and link.
WILL I RECEIVE CUSTOMS/IMPORT DUTIES?
Any customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees and taxes as your order passes through customs. These charges must be paid by the recipient of the parcel. We are not responsible for any customs and import duty charges.
Unfortunately, we have no control over these charges, and are unable tell you what the cost would be, since customs policies and import duties vary widely from country to country. We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
HOW DO I RETURN MY ITEM?
It’s our goal to ensure you have the best possible experience with us, and so we offer returns valid for 30 days. We wish we could cover the costs but offering free international shipping one way is as much as we can do. As such, you will be responsible for paying for your own shipping costs for returning your item.
To return your item, do email us at firstname.lastname@example.org and mail it back to:
If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Gift cards are non-returnable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance so that your order travels safely us, as we cannot guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If all is well with the returned item your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
HOW DO I RETURN A GIFT?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
I BOUGHT SOMETHING ON SALE, CAN I SEND IT BACK FOR A REFUND OR AN EXCHANGE?
Unfortunately only regular priced items may be refunded, sale items cannot be exchanged or refunded.
I THINK I GOT THE SIZING WRONG, CAN I EXCHANGE MY PRODUCT?
We’re happy to send you the right size and do an exchange! Otherwise, we only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org before sending your item to: MATTER, 211 Upper Bukit Timah Road, Singapore 599747.
Shipping costs back to us are non-refundable for exchanges. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
HOW SHOULD I CARE FOR MY PRODUCTS?
All MATTER garments use artisanal, handmade fabrics. Because of this, there may be slight variations in the print and weave of your garment. We trust that you have invested in a MATTER piece in part for this beautiful imperfection, and appreciate these differences.
We select and test fabrics to ensure that all garments may be machine washed easily. However, please follow the care instructions depending on the type of fabric you have. When in doubt, hand wash always wins.