Returns & Refunds
We accept returns within 14 days, starting from the day your order was delivered. Some exceptions may apply, and some brands may charge for returns, please read below for more information.
Items on Sale, Fine Jewelry, Vintage Items, Books, Fragrances, Special Order, customized items, and the majority of Made-to-Order products cannot be exchanged or returned unless they arrived damaged or faulty. If your order arrived in a flawed condition, please contact us at email@example.com
Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged packaging, where applicable. Lingerie and swimwear must only be tried on over your own undergarments. Matriark and our Brand Partners will not accept any returns that have been worn or are soiled.
Fashion jewelry must be returned with all branded packaging and documents provided with it. Fine Jewelry cannot be returned.
The vast majority of our made-to-order items cannot be returned as they have been created to your specification, unless the item arrives damaged or faulty when delivered to you. Some Brand Partners may open an exception but Matriark cannot guarantee and it’s best to assume they will not be returnable. For questions, please contact us at firstname.lastname@example.org before finalizing your purchase.
Return Policy & Conditions
Packaging: Please use the original packaging to return the item. Items must be returned new, unused, in their original condition and with all Matriark or Brand Partner’s garment tags still attached. Return approval is at the discretion of Matriark and its Brand Partners, and we reserve the right to deny any return that does not comply with our policy.
Colors: Colors may vary depending on your computer, tablet or mobile displays so we cannot guarantee that the color that your device displays is 100% accurate.
Wear and Tear: Matriark is not responsible for wear and tear and any changes that occur to an item, due to the nature of garment materials. Denied returns will be shipped back to the customer.
Restrictions: To ensure a positive experience for all of our clients, if we identify through electronic analysis an unreasonable return pattern, we may restrict or refuse future return transactions from such clients at the Matriark store or Matriark.com.
Gifts: If you receive an item as a gift, you can return it for a store credit. Matriark currently does not accept exchanges.
Please contact us at email@example.com or call us at (631) 388-7777 to process the store credit or ask for assistance.
In-store returns: In-store returns are not available as most of our products at Matriark.com are available online only.
Returns are free of charge, with the exception of Brand Partners below:
CRUSH COLLECTION: Free returns for damaged or faulty products. $30 fee for returns, deducted from the refund. Crush Collection offers one free exchange for the first order of each client. To create a free exchange, you must place a new order and then apply for a return. Crush Collection’s customer service will remove the shipping costs for you. Exchanges are for the for first order only.
KOKILI: Customer is responsible for paying for returns shipping. If customer choses to arrange shipping via Kokili's service, the cost of return shipping will be deducted from customer's refund. NON-RETURNABLE ITEMS: Furniture Made to order/special items. Faulty / Defective Items: Faults with Kokili's products are rare but if customer receives a faulty item please contact us immediately at firstname.lastname@example.org.
MOTHER OXFORD: Returns are not accepted except for Damaged or Defective items. Customers can exchange their products by sending an EXCHANGE REQUEST to email@example.com. Once approved, customers will pay for shipping to return the items to Mother Oxford and a $10 restocking fee. Mother Oxford will ship the item requested as an exchange soon after receiving such items. For Damaged and Defective Items: customer must contact firstname.lastname@example.org within 5 days from delivery date. If customer doesn't contact email@example.com within 5 days from the delivery date, customer will not be eligible for a refund or exchange as a result of a defective or damaged item.
ST. ROSE: The customer is responsible for the costs of delivery and return shipping. We recommend that Customers keep tracking/proof of return shipment and MATRIARK and ST. ROSE accept no liability in the event that such proof cannot be produced and items lost in transit back to ST. ROSE will not be compensated for. Only merchandise received by the ST. ROSE Returns Department will be eligible for a refund. Returned merchandise must be received no later than 14 (fourteen) days from the day on which the Customer was provided with their RMA number.
How to Return:
1) Request your return for all returnable items by:
a) email firstname.lastname@example.org with your order number and indicate which item you wish to return
b) requesting a return on our website by sending us a Return Form (here)
We will send you a return shipping label to send your returnable items back in its original packaging.
Prepare your return:
- Place each item inside their original packaging, including brand boxes, dust bags, or cases. When trying on shoes, please do not scratch the soles or mark the shoe box. Returns must also include the dust bag and undamaged shoebox, as these are considered part of the product. Please place the shoe box inside of the original shipping box in order to prevent damage to the shoe box during shipping.
- Attach your Return Label to the outside of each packaging. If you’re returning multiple items that arrived in separate boxes, please package them the same way they arrived with the Return Labels.
- Drop off your package to the shipping carrier indicated on the return label. The shipping carrier will be selected by our Brand Partners. Returns from different Brand Partners received individually should be packaged separately and the correct Return Label attached to the outside of each package. Please note that returns sent using a shipping method other than the label we provide will not be accepted or processed.
Customers outside the U.S. must include any and all commercial invoices (included with your return label) for items being returned.
Matriark currently does not accept exchanges.
Return Processing Time:
All approved returned items will be credited as a refund to the purchaser’s original payment method excluding return shipping costs. Once we have received and accepted your return you can expect it to be processed within 7 business days. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account. Please contact your bank with additional questions.
Taxes & Duties:
For orders shipping within the US, sales tax will be charged at checkout on orders shipping to cities in the State of New York.