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.
  • Customers are responsible for the return shipping costs unless the return is due to a mistake on our part, such as an incorrect item sent or an item that arrived defective.
  • Please check all items upon arrival, even if the item is a gift. We do not accept any inquiries about damaged items once 14 days have passed from the date of arrival.
How do I return an item?
  1. 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.
  2. We’ll send you a Return Order number — this must be included inside your parcel.
  3. Ship your item to the shipping address provided in our emails. Ship item at your own cost, using a tracked and insured service.
  4. Don’t mention “jewellery” or describe the contents on the outside of the parcel.
  5. 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 we receive your returned item, 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?

Yes, you can. Once we receive your returned item and it passes inspection, we’ll process your exchange and dispatch the replacement to you promptly.
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.

Please contact us within 14 days of receiving your items for inquiries about damaged items.

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
  • Images of the damaged item(s)
  • 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.