Refund policy

Returns & Refunds

What to do if the product is not as described upon delivery?

Please contact us using the "contact" form and explain the reason for your claim. Our customer service will get in touch with you as soon as possible.

My order was damaged during delivery

Our packages are packed with the utmost care and sent with insured postal services. In case of damage during transport, we will replace 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 informing us of the damage at the following address:
  • 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 packing material) - Photo(s) of the damaged item

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

Claims and defects

Despite the care taken in shipping all items, an article may be damaged or defective. If the outside of the packaging appears to have been damaged during transport, please refer to the paragraph above.
All other claims regarding damages, defects, or delivery delays should be directed to our customer service at contact@studiomatongé.com
Please include photos in case of damaged or defective goods.

After reviewing your request, if it is accepted by our services, we will send you a return label so you can send the item back to us free of charge.
We will replace the damaged item if possible, or if you prefer, we will proceed with 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 cannot be considered as defects, but rather as intrinsic characteristics of the model.

Your order is not suitable?

If one or more items do not suit you, you have the right to notify us within 14 days from the receipt of the order (delivery date by the carrier being the proof) and send them back to us. If you do not inform us within the aforementioned time frame, the item is considered sold and cannot be refunded under any circumstances.

Exclusion: The Customer has no right of withdrawal concerning products made to order or personalized.

How to make a return?

Simply fill out the form in your package, listing each product you wish to return. Then send it back with the item(s), in their original packaging(s). Return shipping costs are at your expense unless it is our mistake (valid only for Belgium). For countries outside Belgium, we do not cover returns under any circumstances. If you return one or more items with a total value greater than €75.00, we recommend opting for a tracked parcel service or registered mail. We cannot guarantee the receipt of items you send back to us.

When will I receive my refund?

Your request will be processed once we receive your package. After a quality check of the returned item, you will receive your refund directly on your bank account or PayPal account. Items returned stained and/or defective due to reasons beyond our control will not be refunded. We will refund the purchase price of the items within 7 days after our services receive the returned goods. The purchase price refers to the purchase amount of the item minus the initial shipping costs. The refund will be visible on your account within an average period of 5 to 10 business days, depending on your banking institution, once the refund has been processed by us.

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

Items purchased or picked up in-store can be exchanged within 5 business days. Only non-discounted items are refundable.

Unclaimed Items

Studio Matongé cannot be held responsible for parcels that are not received or claimed.

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

We are not responsible for items that are returned to us. If a parcel is not received or claimed during the first shipment, we will charge the customer again for a second shipment.

To ensure easier retrieval of your parcel, you may consider providing us with your business address instead of your personal address.

Studio Matongé is not liable for any loss or damage that may arise from unclaimed items or the customer's failure to provide accurate or complete delivery information.

The agreement between Studio Matongé and the client shall be subject to the law applicable in the competent jurisdiction as set forth in our terms of use, specifically in Article 16 - Applicable Law.