Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability.  While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund or exchange.

Please read carefully our return policy to ensure you can proceed with your request as quick as possible.

• All returns should be sent back to us in their original packaging provided. Please ensure when returning the parcel that the Matches box is properly protected with the plastic bag provided.
• Return outside the 14 day window may be accepted at our discretion.
• The item(s) should be returned unworn and in perfect condition, with all Matchesfashion and designer garment tags still attached. Returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to the customer.
• Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If you receive an item which is damaged, please contact us immediately.
• Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included in your return.
• Footwear should be returned unmarked and in their original and undamaged packaging as this is considered part of the product.
• Briefs, swimming costumes and bikini bottoms should be tried on over underwear. Returns may not be accepted if the strip has been removed (swimming wear) or if the items are soiled (lingerie), and may be sent back to the customer.
• If your item is faulty (i.e. received damaged or manufacturing fault), we can offer alternatives such as repair or exchanges. For more information, please contact our Customer Care team

HOW TO RETURN AN ITEM?

• Please contact us by email (customercare@matchesfashion.com ) within 7 days of receiving your order, we will issue you with a Returns Number as well as our DHL account number required to proceed the return/exchange.
• Fill the return form with your Return number previously requested and the reason why you want to send your item(s) back. If an item is faulty, please provide details why.
• Fill the DHL Airway Bill that you received in your order (including senders and receives details) sign and date the slip appropriately.
• Enclose both your return form and DHL airway bills with the item(s) you wish to return.
• Book a collection with DHL in the UK by calling 0844 248 0844 or visit www.dhl.com for global contact details to arrange a pickup
• You will need to leave your parcel open so that the DHL courier can check the item(s) being sent .
• You will be notified by email once your return has been received and processed.
• The shipping charges you will incur through returning a package are detailed in Pound Sterling as follows.
  • Free within the UK
  • £20.00 within the EU
  • £30.00 outside the EU

Please make sure you shipped the items you wish to exchange or return back to us within 14 days. Returns outside these timeframes will be accepted at the discretion of Matchesfashion.com management team.


Returning A Sale Items ?
Please note that for the duration of the sales, we will not be able to exchange item(s) as due to the high volume of demand during this time we cannot put items on hold for customers. If you wish to replace the item(s) for an alternative size, you will have to place a separate order while we are waiting for your item to be sent back to us. Once it has arrived, we will refund your item straightaway. During this very busy period, this will ensure you would get the item you want.


RETURNING GOODS OUTSIDE NON EU COUNTRIES?

If you are living outside the EU, you will also have received a Proforma Invoice with your package. This needs to be completed and enclosed with the items you wish to return.

• On this form please indicate which item(s) are being returned by ticking the boxes alongside the product details.
• Complete the Returns Number section with the number you have been issued and sign appropriately

EXCHANGES

With exchanges, your new item(s) will be shipped to you as soon as we receive your returning package and any additional payment which might be required.

Please note that for exchanges, the new item(s) can only put on hold for you for 48h while we wait for your parcel to be returned to us. If your parcel arrives too late, the item(s) will be put back into our stock, and might be bought by another customer. Alternatively, you can purchase the item online and you will be refunded of the item(s) you are returning.

REFUND

All successfully returned items will be credited to the account used to originally purchase the items, less any taxes or import duties incurred. The original shipping charges will not be refunded.

If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us on the details below.

Matches Website Department
Tel. +44 (0) 870 067 8838 or Email customercare@matchesfashion.com