Return & Refund Policy

Refund Policy

Our Refund policy is valid for 3 days from the date of purchase; After this date we might not accept to Return or Exchange the product.

All Purchased Product Can be returned under on one condition that the product is not used and in its original condition as received by the client in its original packaging.

Some types of products are not allowed to return such as:

  1. Underwear
  2. Flammable products

  3. Products containing alcohol or gaseous substances,

  4. Personal care products,

  5. Gift Cards,

  6. Cosmetics & Perfumes,

  7. Home decor and furniture,

  8. Jewelry, Leather goods,

  9. All dress orders cannot be canceled or changed after 48 hours.

  10. Swimwear, Kids Games.


To complete the return process, proof of purchase of the product must be delivered with the invoice or the order number.

Refund

Refunds are made very quickly and smoothly after the item is received. If you have paid for the item through one of the different electronic means (such as credit cards, etc.), 2.75% of the value of the products will be deducted (the bank's terms are 2.75% discount), then the payments will be returned directly to your card. The time to receive money varies from person to person depending on the requirements of your bank. Sometimes it takes a month for you to recover your money either if the payment via bank transfer will be fully refunded with the discount of the transfer value.

Delays or non-refunds

If you do not receive your funds yet, first, check your bank account. It will continue with the credit card department where it may take several days to return depending on the bank, credit card and laws of your country of residence. Second, continue your bank again after the expected number of days to return the funds in your account. If you do not find it yet,

Contact our team at: return@matjarie.com

Discounted products

All discounted products cannot be returned. Returns for products that do not contain any offers or reductions in value.

Switch products

We do not change the products because we make sure before sending our products of their validity and free from any problems in manufacturing or packaging and are packaged securely to reach our customers in a way that suits them and with high quality. Therefore, any defect that gets to the product after it is sent is the responsibility of the customer and the shipping company. If there is any problem with the shipping company, please contact us at return@matjarie.com

Gifts

If the purchased product is registered as a gift when sending. The refund will be refunded if approved by us in the form of credit on the Queen's website. An e-mail will be sent to the customer with a gift card number charged with a balance equal to the value to be redeemed.

Shipping

We may not need to refund the product from the customer, but we will consider it as a gift from us. All customers are distinguished by my store. In some cases, the shipping price may be deducted from the value of the returned product depending on your place of residence and the time required for shipment.

It is recommended when shipping products with a value greater than SR 200 to choose a shipping method that allows shipment tracking to insure products and ensure their safety.

 

The Return or Cancel policy of the clothes Pre-order

 

Cancelling Orders (Before delivery)

    We know that it is very important for you ordering a dress for your special occasion and our cancelling policy is in accordance with this. However, it is IMPORTANT to note that our dresses and some accessories are made to order, and the materials cannot be reused once the creation process has begun. The good news is that after placing your order, there is still time to change your mind.

Please refer to our cancellation and return policies below for details. 
    All dress orders canceled within 24 hours of purchase will be eligible for a full refund.
    All dress orders canceled within 48 hours will be eligible for a 70% partial refund.
    All dress orders cannot be canceled or changed after 48 hours.

RETURN POLICY

   Your satisfaction is always our priority. When you received the package, we encourage you to check and make sure that the dress had been made to your order specifications. Try on your dress as soon as possible without moving the tags, altering, or washing the dress.
    If you are going to ship an item back to us, you should contact our customer support first; our customer representative will clarify for you (You should send us the dress pictures to show the mistakes). If we agree to refund, you need to ship the item back to us within 7 business days (from the date the item is received).Please provide a detailed explanation in the return package, (including the order number, receiver and the reason why return).
    We encourage customers to keep the dresses if there is only a little problem; we will refund 30%~50% to the people who alter their dresses in local.
    When you ship the dress, please mark the price is 20-40 SAR, for the dress is valueless to you.
    We can only warrant you refund after we receive the item in good conditions as we send to you. And you should be responsible for the shipping fee.

Quality Issues

     If our staff finds that the merchandise is defective against described including style error, color error (Different batch of dresses have little color difference even if you choose the same color at twice, it is normal), damaged or miss-shipped items, you will receive a refund for the purchase price.
     If we find that the merchandise is not defective in any way or has been misused, then we will not refund any money.
     We don't accept the returning request on your received product just for you consider the product may not exactly the same as the changes you required on the original style of the item subjectively, since we will strictly follow your requirement on the order. 
     We don't accept the returning of the goods you are not satisfied with which has no Return Authorization from us. We are neither responsible for the refund nor take over your dispute on the package missing during the return process which with no Return Authorization.

 

Size Errors

    Please be aware that due to the nature of the handwork required, the finished gown may vary approximately 1 inch in either direction of specified measurements. If the dress size did not arrive in the specification as one ordered;
    we provide a modification service for our customers, who can send back the dress to us and get the dress modified within 14 working days. However, in this case, customer should responsible for the shipping fee forth and back.

Errors caused due to customers' own specification:

     If the error of unfitting regarding size/color that were made or specified by customers during purchasing our products, the customers will not be eligible for refunds under this case.

Color Mismatch

     Our entire color swatches are shot according to the actual fabric by our company. We customize the dress according to the color you specified bases on it. However the settings