3b. Returns and Cancellation
Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund.
Please read our return policy carefully to ensure you can proceed with your request as quickly as possible.
All returns should be sent back to us in their original packaging provided. Please ensure when returning the parcel that the MATCHESFASHION box is properly protected with the plastic bag provided.
You have 28 days from receipt of order to request your returns number, which will be displayed online and emailed to you. Unsuitable items must then be returned within 14 days of receiving your returns number. Returns outside this window may be accepted at our discretion. The item(s) should be returned unworn and in perfect condition, with all MATCHESFASHION and designer garment tags still attached. Returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to the customer.
To ensure your return is covered by our returns policy and does not encounter a delay, items must be returned using the original packaging provided and from the same country to which they were delivered.Items returned from a different country may incur additional charges or be delayed by customs. You can return using any secure means but we may not accept liability.
Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If you receive an item which is damaged, please contact us immediately. Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included in your return.
Footwear should be returned unmarked and in its original and undamaged packaging as this is considered part of the product. Briefs, swimming costumes and bikini bottoms should be tried on over underwear. Returns may not be accepted if the strip has been removed or if the items are soiled, and may be sent back to the customer.
If your item is faulty (i.e. received damaged or with a manufacturing fault), we can offer alternatives such as repair or exchanges. For more information, please contact our Customer Care team.
Returning Goods from Non-EU Countries
If you are living outside the EU, you will also have received a Proforma Invoice with your package. This needs to be completed and enclosed with the items you wish to return. On this form you will need to indicate which item(s) are being returned by ticking the boxes alongside the product details. You will need to complete the Returns Number section with the number you have been issued and sign appropriately. All successfully returned items will be only credited to the account used originally to purchase the items, less any taxes, import duties or original shipping charges incurred and will be refunded in the currency in which you paid at the price you paid at the exchange rate prevailing on the day when you bought the item. For more information about our returns process, please see our Returns Policy or contact our Customer Care team on 0800 009 4123 (UK Toll Free) or +44 (0)20 7022 0828 or by email on email@example.com
Please note, for returns from orders placed on a DDP basis, duty and/or tax is only refunded if the order was shipped to Australia, Canada, Japan and the US.
Our returns policy does not affect your statutory rights in any way.
Statutory Cancellation Rights
You have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are in the EU.
You may cancel your order within 14 days after the day on which you receive your Items.
If, for any reason, you wish to cancel your order before your Items have been despatched, you need to let us know. In order to do so, you will need to confirm in writing to firstname.lastname@example.org
. You may use the model cancellation form (appended at the end of this section), but it is not obligatory. If you cancel your order, we will reimburse all payments received from you, including the cost of delivery within 14 days (except for any supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us).
If you wish to cancel after the Items have been despatched, then you need to let us know within 14 days after the day on which you receive your Items. You can notify us by email as identified above. Once we have received notification from you of your wish to cancel your order, you will then have a further 14 days to return your Items to us. You will have to bear the direct cost of returning the Items.
We may make a deduction from the reimbursement for loss in value of the Items, if the loss is the result of unnecessary handling by you.
Model Cancellation Form
(Complete and return this form only if you wish to cancel your order.)
To MATCHESFASHION, The Shard, 32 London Bridge Street, London SE1 9SG, UK; email email@example.com:
[*] Delete as appropriate
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent by post):