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Returning an item may incur a charge. Select your shipping destination to display the applicable cost.
1. Get a returns number. Log into My Account, go to Order History and select the order you wish to return or part-return. Your returns number will be sent via email.
2. Tell us what you are returning. Tick the item(s) you are returning and enter your returns authorisation number on the customer invoice that came with your order.
3. Pack the items. Pack your return item(s) using the original packing provided.
4. Label the package. Attach one label securely to the box, ensuring the previous delivery label is covered. Don’t have a returns label?**
5. Book your collection by phone: call DHL on 1-800-225-5345. You will be asked for your account number – this is printed on the returns labels.
Book your collection online: visit the English DHL website or the $returnsInformationData.getDhlLanguage2() DHL website. You will need to enter your waybill number – this is printed on the returns labels below the first barcode.
6. Complete the pick-up. Upon collection, hand the second label to the DHL driver. Please leave your package open so it can be presented to the driver for checking along with your customer invoice. Once checked, please make sure you seal the package securely.
**Don’t have a returns label? Then you will need to complete your DHL airway bill with all the required information. Call DHL on 1-800-225-5345 to arrange a collection. You will need your account number – this is printed on the DHL airway bill.
To arrange a return for orders shipped using the premium afternoon or evening delivery services, please contact Customer Care on 0800 009 4123 (UK Toll Free) or +44 (0)20 7022 0828 or email firstname.lastname@example.org
Please note that all returns should be sent back in the original packaging provided. You will be notified by email once your return has been received and processed. If you choose to have your order shipped on a Delivery Duty Paid (DDP) basis, duty/sales tax will not be refunded in case of return. If you have placed your order by checking out as a guest then you will need to create an account to return unsuitable items.
If you need any assistance please contact Customer Care on 0800 009 4123 (UK Toll Free) or +44 (0)20 7022 0828 or email email@example.com
All successfully returned items will be credited to the original payment method or, if selected, MATCHESFASHION.COM credit on the account used to originally purchase the items. The original shipping charges will not be refunded. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers, if your refund is being issued as MATCHESFASHION.COM credit, this will show on your account as soon as your refund is processed. If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us at Customer Care on 1-877-782-7317 (USA Toll Free) or +44 (0)20 7022 0828 or email firstname.lastname@example.org.
Please read our return policy carefully 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.
You have 14 days from receipt of order to request your returns number. You will receive your returns number by email. Unsuitable items must then be returned within 14 days of receiving your returns number.
Return outside the 28-day window may be accepted at our discretion.
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 a MATCHESFASHION.COM credit, which will enable you to purchase a replacement item quickly and seamlessly.
The item(s) should be returned unworn and in perfect condition, with all MATCHESFASHION.COM 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 Customer Care 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 (swimwear) or if the items are soiled, 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.