What courier companies do you use?
We currently use DHL as our courier worldwide and On the dot (operated by CitySprint) for our 90 Minutes and Premium delivery services, available to eligible orders and addresses within London.
What countries do you deliver to?
What is 90 Minutes delivery?
Choose 90 Minutes 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.
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.
Do you gift wrap?
Our iconic packaging is perfect if your purchase is a gift. Opt for our marbled boxes – iconic and artist-designed. Alternatively, we offer an 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.
Do I have to pay customs and import charges?
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 this. However, you have the option to opt out and pay 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. Please note that 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 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.
Do you deliver to PO Box addresses?
No, we do not deliver to PO Box addresses. If you enter a PO Box address in Bahrain, Cyprus, Egypt, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Turkey, United Arab Emirates or Yemen, you will be required to provide a valid telephone number. When your delivery arrives in the relevant country, our courier, DHL, will contact you to obtain a physical address for delivery.
Do you deliver to BFPO addresses?
We can ship to BFPO addresses using our DHL delivery option.
Do you deliver to hotels?
Yes, we can deliver to your hotel.
Do I have to sign for delivery?
As MATCHESFASHION.COM purchases may be delivered to addresses other than the billing address given by the cardholder, for example as with the case of a gift being purchased and addressed to a friend, as a security precaution, an email and a copy of the invoice will be sent to the cardholder's registered email address and home address, and we will require a signature upon delivery for all goods shipped.
Can I track my shipment?
It's easy to track your order by logging in to your account. Alternatively, log on to DHL.com and enter the tracking number that was sent to you via email. Or, you can contact Customer Care on 0800 009 4123 (UK freephone) or email the team on email@example.com.
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 0800 009 4123 (UK Toll Free) or +44 (0)20 7022 0828 or email firstname.lastname@example.org.
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.