Refund policy

Our Commitment to You

At Mateo & Eliana, we are committed to offering high-quality products and making sure you are happy with your purchase. If your order does not turn out as you hoped, we have kept returning or exchanging items simple and stress-free.

Defective, Damaged, or Incorrect Items

If an item reaches you defective, damaged in transit, or incorrect, please contact us within 30 days of delivery at info@mateoandeliana.com. Be sure to include your order number and clear photos showing the problem.

In these situations we will happily offer a replacement, store credit, or a full refund at our discretion. We will also cover the original delivery costs. No restocking fees apply. Customers cover return postage unless the item was faulty or sent in error.

Exchanges

If you would like to swap an item for a different size, color, or product, please get in touch with our customer service team. We will walk you through the exchange process.

Standard Returns – 30-Day Policy

Had a change of heart? Eligible items may be returned within 30 days of receipt provided they meet the following conditions:

  1. unworn and unused,
  2. in original condition,
  3. returned in the original packaging.

Please write your order number clearly on the outside of the return parcel. Return postage for standard returns is down to you. Original delivery charges cannot be refunded.

Once we have received and inspected the returned item, refunds are usually processed within 7 business days. Bear in mind that your bank or card provider may need extra time to post the refund.

Restocking fee

We do not charge any restocking fees on returned items. When you send back an eligible product, you receive a full refund of the purchase price.

Items Not Eligible for Return

We are unable to accept returns where:

  1. the return parcel has no valid order reference number,
  2. the item is not in a returnable condition as described above.

How to Initiate a Return

Before posting any item back, please contact us at info@mateoandeliana.com to obtain return authorization and instructions. This helps us track your parcel and speed up your refund.

Refund Process

After we receive and inspect your return, we will let you know whether your refund has been approved. Approved refunds will be credited to the original payment method within 7 business days. Processing times can vary depending on your financial institution.

Need Assistance?

Phone: +1 6592240470

Email: info@mateoandeliana.com

Customer Service Hours: Monday to Friday, 9.00 a.m. – 5.00 p.m. (CT)

We aim to reply within 24 hours.