Refund policy

Returns & Refunds Policy

At Studio Matongé, we strive for your complete satisfaction with our products. If you encounter any issues, here’s how we can help:

Product Not As Described

If your product doesn't match the description on delivery, please reach out to us via our "contact" form, detailing the discrepancy. Our customer service team will contact you promptly to resolve the issue.

Damaged During Delivery

We pack our items carefully and use insured postal services. If your order is damaged during delivery, follow these steps within 5 days to claim a replacement or refund:

  1. Email us at contact@studiomatonge.com to report the damage.
  2. Attach photos showing the damage:
    • Outside of the box (barcode visible)
    • Inside of the box (with packing material)
    • The damaged item itself
  3. We will provide a return label for sending the damaged item back at no cost and arrange for a replacement or refund, as preferred.

Claims and Defects

For any damages, defects, or delivery issues not caused by transport, contact us at contact@studiomatonge.com with photos of the problem. After our review, if your claim is approved, we will provide a return label for you to send the item back free of charge. We aim to replace damaged items or offer refunds, depending on your preference. Note: Imperfections in vintage fabric models are not considered defects but are intrinsic characteristics.

Returns for Unsuitable Items

You have 14 days from the delivery date to notify us if any items do not meet your expectations. Beyond this period, items cannot be returned or refunded. This does not apply to made-to-order or personalized products, which are final sale.

How to Make a Return

  1. Complete the return form included in your package, listing the products you're returning.
  2. Return the item(s) in their original packaging. Return shipping costs are the customer’s responsibility, except for returns due to our error (Belgium only). We recommend using a tracked service for returns over €75.00.

Refund Processing

Refunds are processed upon receipt and inspection of the returned item(s). You will receive your refund via bank or PayPal account within 7 days, with the refund appearing in your account within 5 to 10 business days, depending on your bank. The refund amount will exclude initial shipping costs. Stained or defective items due to customer handling will not be refunded.

Exchanges and Unclaimed Items

  • Exchanges vary by location; in-store purchases can be exchanged within 5 business days for non-discounted items only.
  • Unclaimed parcels are not Studio Matongé’s responsibility. Unclaimed returns will be charged for reshipment. Consider using a business address for easier parcel retrieval.

Legal Jurisdiction

Our agreement is governed by the laws of the jurisdiction outlined in our terms of use, ensuring a secure and fair transaction for both parties.