FAQ

Shipping & Delivery

How long does shipping take?

Orders are usually processed within 1–2 business days. After dispatch, delivery normally takes 3–7 business days, depending on where you are. The total estimated delivery time is 4–9 business days.

For full details, please see our Shipping Policy page.

Do you offer free shipping?

Yes. We provide free standard shipping on all U.K. orders, with no minimum spend required.

Do you ship internationally?

For now, Mateo & Eliana ships only within the United Kingdom. Shipping to other countries is not available at the moment.

Can I track my order?

Yes. As soon as your order is dispatched, you will receive a confirmation email with a tracking number and a link to follow your parcel from dispatch through to delivery.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery. Items need to be:

unworn and unused,
in original condition,
returned in the original packaging.

Please read our Refund Policy for full details.

What if my item arrives damaged or defective?

If your item arrives damaged, faulty, or incorrect, please email us at info@mateo&eliana.com with:

your order number,
clear photos of the item and packaging.

We will look into the matter and offer a replacement, store credit, or refund. In these cases the delivery costs are on us.

When will I receive my refund?

Once your return has been received and approved, refunds are processed within 7 business days. Do bear in mind that your bank or payment provider may need extra time to post the funds to your account.

Do you charge restocking fees?

No. We do not charge restocking fees on any returns.

Exchanges & Order Changes

Can I exchange an item?

Yes. Exchanges are available for different sizes, colours, or products. Please get in touch with our support team to start the exchange. The original item must be sent back before the replacement is dispatched.

Can I cancel my order?

Orders can be cancelled before they are dispatched. Once an order has left us, cancellation is no longer possible and you will need to follow our return process.

Can I change my order after placing it?

Changes can only be made before dispatch. If you need to update your order, please contact us as soon as you can at info@mateo&eliana.com. Once the order has shipped, changes are no longer possible.

Payments & Security

What payment methods do you accept?

We accept major credit and debit cards, along with secure digital wallets such as Apple Pay and Shop Pay. The available payment options are shown at checkout.

Is my payment information secure?

Yes. Every transaction is protected with SSL encryption and meets PCI DSS security standards. Your full card details are never held on our servers.

Products & Sizing

How do I choose the right size?

Every product page comes with a detailed size guide to help you find the best fit. If you are still unsure, feel free to reach out to our support team for help.

What if an item is out of stock?

Out-of-stock items are clearly marked on the site. You can sign up for restock notifications on the product page to be alerted as soon as the item is back.

Still Need Help?

If you didn't find the answer you were after, our support team is glad to help.

Email: info@mateo&eliana.com Support Hours: Monday – Friday, 9:00 a.m. – 5:00 p.m. (GMT)

We aim to reply within 24 hours.

FAQ