Refund Policy

RETURNS AND REFUNDS


ARE RETURNS ACCEPTED? 

Returns are accepted within 14 days of receiving your package (the delivery date by the carrier serving as proof). 

After this period, the item is considered sold and can in no case be refunded.

Exclusion: the Customer has no right of withdrawal regarding products made to order or that are personalized."

 

HOW DO I MAKE A RETURN? 

  1. Simply fill out the online return form available in your customer area indicating each product you wish to return as well as the reason for the return.
  2. If your return is accepted by our services, you simply need to send back the item(s) to us in a single package.
    We ask that you return the items in perfect condition with the original tags and packaging.
  3. Add the preparation slip that accompanied your initial package to your return parcel.
    Seal the return package securely. Returns may be refused if they are received in a damaged condition.

ARE RETURNS FREE OF CHARGE?

  • For Belgium: return shipping is free of charge, except during promotional periods. During promotional periods, a flat fee of €3 applies. This will be deducted from the amount refunded for the returned items. 
  • For EU countries outside Belgium:  a flat fee of €8 applies and will be deducted from the amount refunded for the returned items. 
  • For countries outside the EU, and during promotional periods, returns are at your expense, please contact us. 

ARE RETURNS FROM ABROAD FREE OF CHARGE? 

No, returns are at your expense for orders placed from a country other than Belgium.

TO WHICH ADDRESS SHOULD I RETURN MY PARCEL? 

STUDIO MATONGÉ
RETURNS SERVICE

CHEMIN DU VOSSEGAT 8
1180 UCCLE - BELGIUM

WHEN WILL I RECEIVE MY REFUND / EXCHANGE? 

  1. Your refund request will be processed once your parcel has been received by us.
  2. After a quality check of the returned item, you will receive your refund directly to the bank account or PayPal used when placing your order. 
    - Returned items that are stained and/or defective not due to our fault will not be refunded.
    - Only non-sale items are refundable.
  3. We will refund the purchase price of the items within 7 days following receipt of the returned goods by our services.
    The purchase price corresponds to the purchase amount of the item (taking into account any discounts applied) minus the initial shipping fees.
  4. The refund will be visible on your account within an average period of 5 to 10 business days depending on your bank, once the refund has been processed by us. 

For product exchanges, the timeframe varies depending on your place of residence.

Items purchased or picked up in store can be exchanged within 5 business days.

 

WHAT TO DO IF THE PRODUCT IS NOT COMPLIANT UPON DELIVERY? 

We kindly ask you to contact us via the "contact" form and explain exactly the reason for your claim. Our customer service will contact you as soon as possible.

MY ORDER WAS DAMAGED DURING TRANSPORT OR DELIVERY

Our packages are packed with the utmost care and sent with insured postal services.
If the outside of the packaging appears to have been damaged during transport, it is very important to report it to the delivery company upon receipt of the package, or to refuse the delivery of the package.

In case of damage during transport, we will replace, whenever possible, or refund the damaged item.

To file a claim, we must open a case with the postal services within 5 days.

Please strictly follow the procedure below:
 - Send us an email to inform us of the damage at the following address: contact@studiomatonge.com ou via the online return request form available in your customer area  
- Send us photos of the damage within 5 days:
          - Photo of the outside of the box (with the barcode visible)
          - Photo(s) of the inside of the box (including the packaging material)
          - Photo(s) of the damaged item

We will send you a return label so that you can return the item to us free of charge. We will replace the damaged item whenever possible, or if you prefer, we will issue a refund.

CLAIM AND DEFECTS

Despite the care taken in shipping all items, it may happen that an item is damaged or defective.
If the outside of the package appears to have been damaged during transport, please refer to the paragraph above. 

Any other claim regarding damage, defects, or delivery delays,  must be addressed to our customer service contact@studiomatongé.com or via the online return request form available in your customer account 

Please add photos in case of damaged or defective goods.

After analyzing your request, if it is accepted by our services, we will send you a return label so that you can return the item to us free of charge.We will replace the damaged item whenever possible, or if you prefer, we will issue a refund.

Exclusion: for our vintage fabric models identified as such on our website and/or in store, imperfections such as patches, holes, stains, other signs of wear, and/or upcycling marks, can in no case be considered as defects, but rather as intrinsic characteristics of the model.

 

UNCLAIMED ITEMS

Studio Matongé cannot be held responsible for parcels not received or not collected. 

If parcels are not collected, they will be returned to us. 

We are not responsible for items shipped back to us.We will charge the customer again for resending the package if a package was not received or collected during the first shipment. 

To make it easier to collect your package, you may consider providing us with your business address instead of your personal address.

Studio Matongé cannot be held responsible for any damage suffered by the customer in the event of non-collection or non-delivery of an item.

The contract between Studio Matongé and the customer is governed by the law applicable in the competent jurisdiction as described in our terms of use in Article 16 - Applicable Law.