FAQS
Here are some of our most frequently asked questions. For other questions, you can email us at hello@matayi.com.
PLACING AN ORDER
Where do you ship?
We currently ship to 37 countries including:
- North America: USA, Canada
- Europe: UK, EU countries, Switzerland, Norway, Iceland, Liechtenstein
- Oceania: Australia, New Zealand
- Asia: Hong Kong, Singapore, Japan
What are your shipping costs and delivery times?
We offer free shipping to all the countries we ship to. Delivery times vary depending on your location. Check our Shipping & Delivery page for full details.
Note: Since our items ship from the US, international delivery times may be affected by changing customs regulations.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay — all securely processed at checkout.
Do you have physical stores?
No — we’re online-only. Skipping the middlemen (and the fancy boutiques) means we can offer fine jewellery without the inflated price tags.
Want to see more before you buy? Check product pages, search #matayi or @matayi on Instagram, or email us at hello@matayi.com.
How do I return or exchange an item?
You can find full details on our Returns and Exchanges page.
Will I be charged VAT or taxes?
VAT and applicable taxes are either included in the price or calculated at checkout, depending on your location.
Can I amend or cancel my order?
If your order hasn’t been processed yet, we may be able to help (like correcting an address). Email support@matayi.com ASAP.
Once an order is processed, we can’t make changes — but you can return it once it arrives. More info on our Returns and Exchanges page.
Please notify us within 14 days if something’s not right.
OUR JEWELLERY
Where is your jewellery made?
Our materials and jewellery are crafted and sourced from around the world — including the USA, Italy, Turkey, Switzerland, Thailand, and China.
We work only with partners whose values align with ours. Read more on our Sustainability page.
Is your jewellery real gold and silver?
Yes — everything is made from solid 10k, 14k, or 18k gold, or 925 sterling silver (some pieces are rhodium-plated). No cheap coatings. No gold-plated base metals.
Will your jewellery tarnish?
Gold and silver can naturally tarnish over time, but our pieces are tarnish-resistant and made to last. Regular wear and a quick polish now and then will keep them glowing.
Can I wear it every day?
Absolutely. Our pieces are designed for daily wear — including showers, workouts, and cooking. Just take them off before swimming, using harsh chemicals, or when exposed to high heat.
How do I clean my jewellery?
Our Jewellery has a low-fuss care routine. Check out our Jewellery Care Guide for tips on how to keep your pieces looking their best.
Do you use responsibly sourced materials or follow sustainable practices?
Yes — we’re proud to source our materials responsibly and craft our jewellery with care. Tired of the waste and shortcuts in fast fashion, we’ve built Matayi around sustainability from day one.
Why is your pricing better than other luxury brands?
We use the same fine materials — crafted by the same artisans and factories trusted by leading luxury brands, just without the luxury price tag.
We sell directly to you. No showrooms, no inflated "luxury" prices, just quality that speaks for itself.
What’s your warranty policy?
We offer a 3-month warranty on all our jewellery. For full details, see our Warranty page.
How do I find my ring size?
Head to our Size Guide for easy ways to measure at home.
ABOUT MATAYI
Where is Matayi based?
We’re a family-run brand founded by Adé Newby. Our HQ is in the UK, and our warehouse is in the USA — close to our suppliers and major shipping routes.
What does “Matayi” mean?
The name Matayi reflects the heart of our brand — inspired by the word’s meanings of a nurturing woman and a gift of God. It’s a name that honours both beauty and strength — just like the women we create for.
