Returns & Exchanges
If you're not happy for any reason or have changed your mind, we offer a hassle-free refund process.
What’s your return policy?
Changed your mind? No problem. You can return your item(s) within 30 days of delivery, no questions asked — as long as they're unused, in original condition, and with all original packaging.
Please note:
- We can’t accept returns on engraved, monogrammed, or other personalised items — these are custom-made just for you.
- Items showing wear, damage, or alteration won’t be eligible for return and may be sent back at your cost.
- Shipping, customs duties, and import taxes are non-refundable.
How do I return an item?
- To start a return, you can contact us at hello@matayi.com or log into your Matayi Account, go to orders and click on the "Request return" button.
- We’ll send you a Return Order number — this must be included inside your parcel.
- Ship your item to our USA returns warehouse at your own cost, using a tracked and insured service with signature required.
- Don’t mention “jewellery” or describe the contents on the outside of the parcel.
- For returns outside the US, mark the package as "returned goods" on the customs label to avoid fees. Any unclaimed duties or processing charges will be deducted from your refund.
Important:
- You are responsible for shipping costs and insurance.
- Always use a carrier that offers tracking and insurance — you’ll be liable for any lost or damaged packages.
- Insure the parcel for the full amount paid.
When will I get my refund?
Once your return reaches our warehouse, please allow 3–5 business days for processing. We’ll send you a confirmation email as soon as your refund is issued to the original payment method.
Can I exchange my item?
We don’t offer direct exchanges. If you’d like a different size or colour, simply return your original item and place a new order for the replacement.
What’s your warranty policy?
We offer a 3-month warranty on all jewellery. For full details, please see our Warranty page.
What if my order didn’t arrive, was damaged, or not as expected?
We're so sorry this happened — we want every Matayi experience to be a good one. Before sending anything back, please email support@matayi.com so we can help resolve the issue quickly.
Include in your email:
- Your full name
- Order number
- Item(s) in question
- A brief explanation of the issue
We’ll get back to you with the next steps for a refund or replacement.
I accidentally sent back the wrong item!
Please double-check your return before sending it. We’re unable to store or return non-Matayi items sent by mistake due to logistics and customs rules.
