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Frequently Asked Questions - MATCHESFASHION.COM

Frequently Asked Questions

1. How do I make a purchase?

Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Bag’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact customer care at customercare@matchesfashion.com, [localPhoneNumber] or [intlPhoneNumber]  available 24 hours a day, seven days a week.

2. Can I order by telephone?

Yes  call us with details of the item you wish to purchase and your billing information and we will process your order. Customer Care is available on [localPhoneNumber] or [intlPhoneNumber] hours a day, seven days a week.

3. How do I find a specific item?

If you know exactly what you are looking for, you can search our online store by product category under the Shop menu, or by designer under the Designers menu. Once you have selected your desired category or designer, you can filter the listings further using the options on the left of the page. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a web code, if you know it.

4. How do I know if an item is in stock?

Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is greyed out in the rollover, or marked as sold out in the drop-down on the product page, this means the item is out of stock in that size. Items that are not yet in stock may be marked Coming Soon: add these items to your wishlist and you will receive an email when they land. Alternatively, you can inform us of your interest by contacting Customer Care on [localPhoneNumber] or [intlPhoneNumber]  available 24 hours a day, seven days a week. Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing.

5. What payment methods does MATCHESFASHION.COM accept?

We accept American Express, Visa and MasterCard. For customers in the US, we also accept Discover.

6. Is it safe to use my credit card online at MATCHESFASHION.COM?

We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.

7. How will I know if you have received my order?

After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable from our warehouse, we will try our best to locate them from our MATCHESFASHION.COM stores. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

8. When will I receive my order?

Orders shipped using our delivery partner, DHL, are delivered Monday to Friday between 9am and 5pm. For security reasons, all orders must be signed for upon delivery. If you live in London and choose our Premium delivery service your order will be sent with Ecourier and arrive with you between 2pm and 5pm with our afternoon service, and 6pm and 7pm with our evening service, seven days a week.

9. What is 90 Minutes delivery?

Choose 90 Minute delivery to receive your pieces within 90 minutes of placing your order. This service is available to select London postcodes and for products which are in stock at our central distribution centre. The service is available for orders placed between 6.30am and 8.30pm Monday to Saturday and 9.30am and 7pm on Sundays. If your order is eligible for the 90 Minutes delivery the option will be displayed to you at checkout. For orders placed using 90 Minutes delivery, customers will receive an email containing a tracking link allowing them to follow their delivery live all the way to their door, one hour before delivery is due.

10. What is Premium delivery?

Premium delivery is a service offered to London addresses within the M25, allowing you to choose the day (Monday to Sunday) and hour of delivery. You can choose your hour-long time slot for the same day (for orders placed before 5pm; 4pm on Sundays) or up to seven days ahead. If your order is eligible for Premium delivery, the option will be displayed to you at checkout. For orders placed using Premium delivery, customers will receive an email containing a tracking link allowing them to live track their delivery direct to their door, one hour before the delivery is due.

11. Can I collect my order instead?

For security reasons, and because your order must be signed for, we do not partner with local pick-up or service points. We also do not offer redirections. For further information, please contact Customer Care on [localPhoneNumber] or [intlPhoneNumber] or email customercare@matchesfashion.com.

12. Am I able to track my order?

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on customercare@matchesfashion.com and we will track the order on your behalf. If you place an order and choose our same-day shipping service, you will receive a text notifying you of the status of your order.

13. Can I exchange my order?

If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly.

14. How do I return an item?

You have up to 28 days to return an item, however you must request your returns number within 14 days. For full details on the returns process, see our Returns page.

15. Why are shipping restrictions applied to some products?

Due to international trading agreements and regulations, MATCHESFASHION.COM must adhere to some specific shipping restrictions. 

We are unable to ship exotic skins outside the EU. For any customers outside the EU wishing to purchase an item containing exotic skins, please contact Customer Care. In addition, we are required by EU regulation to obtain a CITIES (Convention on International Trade in Endangered Species of Wild Fauna and Flora) permit before items made from exotic skins can be shipped. This may cause a delay in processing your order. For further information, please contact Customer Care on [localPhoneNumber] or [intlPhoneNumber] or email customercare@matchesfashion.com

Additionally, orders containing fine jewellery cannot be dispatched to Russia. Customers in Russia wishing to purchase fine jewellery must arrange for their shipment to be delivered outside of the Russian Federation.

16. Why am I being asked to provide my Tax ID or a Power of Attorney form?

MATCHESFASHION.COM takes the security of its customers very seriously. For this reason, you may be asked to provide specific documents to secure the release of your order. For US orders over US $2,500, you may be required to provide your tax ID; for US orders over US $5,000, you may be required to complete a Power of Attorney form, which confirms you as the importer of the items (Customer Care will send this to you if it is required). In both cases, the documentation is for customs purposes, so we can secure the release of your order. For further information please contact Customer Care on [localPhoneNumber] or [intlPhoneNumber] or email customercare@matchesfashion.com.

17. In what packaging will my goods be delivered?

When you shop at MATCHESFASHION.COM you can choose how you would like your purchase to be packaged. Opt for our marbled boxes  iconic and artist-designed; alternatively, choose our eco packaging option, marble-lined brown boxes which are discreet, chic, recycled and recyclable. Both options are free of charge and whichever you choose, each item will be perfect when you receive it. All shoes will arrive in the designer’s original packaging.

18. Will MATCHESFASHION.COM have seasonal sales?

At MATCHESFASHION.COM we hold a seasonal sale twice each year. Find the sale by clicking on Sale in the top navigation. Please note, MATCHESFASHION.COM cannot guarantee that its prices online will be equal to the prices in our London stores during sale periods. Also, owing to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase later in the season.

19. Do I have to pay duty and import charges?

In order to assist customers, in Australia, Bahrain, Canada, Japan, Kuwait, Saudi Arabia, Singapore, UAE, USA and Qatar, items are shipped on a DDP (delivery duty paid) basis and all prices shown include the relevant import taxes and duties (where the individual product or total order value is over the relevant country duty threshold). However, you have the option to opt out and pay these charges on delivery. If you are shipping to South Korea, all prices shown on product and listing pages exclude duty and/or tax, however, customers can opt to pre-pay taxes and duties by checking the ‘Pre-pay your duty and tax’ tick box.

For all shipping destinations, duty is clearly itemised in your shopping bag and throughout the checkout process. Customers can opt out of paying duty by unticking the ‘Pre-pay your duty and tax’ box at checkout. If you opt out of paying duty up front, it is your responsibility to pay any applicable charges on delivery. 

If you decide to opt out, the shipping company will contact you by telephone once your items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don't choose to pay the import taxes we reserve the right to charge any additional costs incurred by MATCHESFASHION.COM to you. Delivery outside of the EU and to the above listed countries may be subject to local import taxes, which are your responsibility where they apply.

Please note, duty is applied as a flat-rate percentage of total item value for all products. If you believe that you have been overcharged for duty please contact Customer Care on (+82) 08 0822 0307 (local rates in South Korea; English speaking) or +44 (0)20 7022 0828 or email customercare@matchesfashion.com and we will be happy to investigate the position and refund any difference as appropriate. 

 

Please note MATCHESFASHION.COM does not collect or use US sales tax at this time. Your purchase may be subject to local use tax unless it is exempt from taxation. It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by MATCHESFASHION.COM and pay use tax on those purchases unless exempt under local State law.

 

In the US, Canada and Australia, if you choose to return an item we will refund the duty/tax you have paid. To benefit from this you must have opted to shop using DDP. We do not refund shipping costs. By ordering goods from MATCHESFASHION.COM, you assign the right to reclaim any Customs Duty (Duty Drawback) directly from the Department of Immigration and Border Protection to MATCHESFASHION.COM, and agree not to claim Duty Drawback yourself.

20. Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the MATCHESFASHION.COM terms and conditions statement. In order to register as a user of MATCHESFASHION.COM, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. If you do not wish to receive such emails, please update your account preferences by clicking on 'My Account' and 'Manage Preferences'. In order to process credit-card orders online we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We will only use your billing and credit-card information to process your order and inform you of its delivery. Please note that MATCHESFASHION.COM does not keep any of your details on the MATCHESFASHION.COM website, and therefore these details are protected from any breach of security on the MATCHESFASHION.COM website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability, and will not be shared with any outside parties.

21. How do I keep my account safe?

In order to keep your MATCHESFASHION.COM account safe, we recommend you follow the simple steps below. 

a) When setting your password, it must be at least 6 characters and contain at least one uppercase letter and a number. The longer your password is, the more secure it is. 

b) Use a unique password on MATCHESFASHION.COM. Using a unique password will ensure that if your password is disclosed on another website, it cannot be used on MATCHESFASHION.COM. 

c) Do not use the same password for your email accounts as you do on sites like MATCHESFASHION.COM.

d) Change your password periodically. While we do not require users to change passwords after a period of time, it is recommended to update your password periodically. 

e) Change your password if you suspect that any of your accounts you use online on any website has been compromised.

22. Why has my account been locked?

To protect your account, if you do not log in to your MATCHESFASHION.COM account for one year, or if there are 10 failed log-in attempts, it will be locked. When you next try to log in, you will see a message informing you that your account has been locked and giving you simple instructions on how to unlock it. You can unlock your account by using the 'forgotten password' facility.

23. How do I contact customer care?

If you have any questions which are not currently answered on our site, please contact Customer Care either by email at customercare@matchesfashion.com or call us on [localPhoneNumber] or [intlPhoneNumber]  available 24 hours a day, seven days a week.

24. How do I buy a Gift Card?

Gift Cards can be purchased at MATCHESFASHION.COM. Gift Cards are available in GBP £, USD $, EURO €, AUD $ (only if shipping to Australia) and HKD $ (only if shipping to countries other than the US, UK or Australia). Gift Cards expire 12 months from the date of purchase. Gift Cards are exempt from customs duties and taxes. Gift Card(s)-only orders are delivered free of charge. Standard delivery charges apply when a Gift Card or Gift Cards are purchased in a mixed basket with other products.

25. How do I activate my Gift Card?

Sign in or register to activate your Gift Card. Once you've signed in, go to 'My Accout' and click 'My Credits', where you'll find 'Activate Your Gift Card Credit'. Here you enter your unique activation code. There is no limit to the number of Gift Cards you can activate on your account. You can check your balance at any time online within 'My Credits' in the 'My Account' section. If your order exceeds your credit value, any remaining balance can be paid for by credit or debit card.

26. What do I do if my Gift Card is lost, stolen or damaged?

MATCHESFASHION.COM is not responsible if your Gift Card is lost, stolen, destroyed or used without your permission. If you have any further questions, please call our Customer Care team on 0800 009 4123 (UK Toll Free) or +44 (0)20 7022 0828 or email customercare@matchesfashion.com.

 

27. I'm unable to redeem my Gift Card – can you advise?

Please call our Customer Care team on 0800 009 4123 (UK Toll Free) or +44 (0)20 7022 0828 or email customercare@matchesfashion.com.

28. Can I get a refund on my Gift Card?

Gift Cards cannot be returned or exchanged for cash. All returned items that were paid for with a Gift Card will be refunded as account credit, which can be redeemed against future orders.