We prepare your order within 1–2 working days of receiving it, except during busy periods. Orders are dispatched from Belgium, Monday to Friday, excluding public holidays.

Each order is packed by hand using cardboard and kraft paper, keeping plastic to a minimum.

Once your parcel has been dispatched, delivery within the European Union usually takes 2–5 working days, except during busy periods.

These times are estimates and depend on the carrier. Our contractual delivery commitment is a maximum of 15 working days from order confirmation, except in exceptional circumstances.

We deliver to the following destinations in the European Union, as well as Monaco, with bpost, DPD or Mondial Relay.

Austria, Belgium, Czechia, Denmark, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, the Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain and Sweden.

Delivery is free on orders of €50 or more to Belgium, France, Luxembourg and the Netherlands, and €200 or more to our other delivery destinations.

Below these thresholds, delivery charges depend on your destination and the weight and size of your parcel. The exact amount is shown before you confirm your order, with no surprises.

For deliveries within the European Union, prices include VAT and there are no customs charges to pay.

You can find the full rates by country and carrier in our shipping policy.

You can track your parcel in your customer account as soon as your order has been handed over to the carrier. We will also send a tracking link and number to the email address you provided, so you can follow your parcel's progress.

If you are not at the delivery address when your parcel arrives, the carrier will leave a delivery notice explaining how to arrange another delivery or collect your parcel from a post office or collection point.

We process your return as soon as we receive your parcel. Once we have checked the returned item, we will issue your refund within 7 days to the bank or PayPal account used for your order.

If you withdraw from the purchase of your entire order, we also refund the original delivery charges, up to the cost of the standard delivery option offered for your destination.

Depending on your bank, please allow a further 5–10 working days for the refund to appear in your account.

We cannot refund returned items that are stained or damaged for reasons for which we are not responsible.

Returns from Belgium are free.

For returns from our other delivery destinations, a flat fee of €8 is deducted from your refund.

If an item is faulty, damaged or not as described, we cover the full cost of the return, regardless of your country.

We always send you a return label, so you do not have to pay any return charges upfront.

You have 14 days from receiving your order to let us know that you wish to return one or more items, using the online return request form in your customer account.

Once your request has been submitted, you have a further 14 days to send the items back.

Items must be returned in perfect condition, in their original packaging and with their labels attached.

Exclusion: the right of withdrawal does not apply to made-to-order or personalised products.

Email us at contact@studiomatonge.com or use the online return request form in your customer account, explaining the issue in detail. Our customer service team will get back to you as soon as possible.

In this case, Studio Matongé covers the full cost of the return. We will send you a return label, regardless of your country.

If the parcel appears to have been damaged in transit, report this to the delivery driver when it arrives or refuse the parcel. Then send us photos within 5 days showing the outside of the box with the barcode visible, the inside with the protective packaging, and the item concerned.

Complete the online return request form in your customer account, listing each item you wish to return and the reason.

Once we have reviewed and approved your request, we will send you a return label. Send the items back in a single parcel, in their original packaging, with the packing slip included in your order.

Seal the return parcel securely: we may refuse parcels that arrive damaged.

Exchange times vary depending on where you live. Items purchased or collected in store can be exchanged within 5 working days, subject to availability.