Return

Return and Refund Policy - Matassa

100% Satisfaction or Your Money Back

At Matassa, we are committed to ensuring your satisfaction. That is why we offer a 100% refund (excluding shipping costs) for returns without exchange made within 30 days of receiving your order.

Return Conditions

  • Returned shoes must be new, unused, and in perfect resale condition.

  • If the shoes have been worn, a €80 refurbishment fee will be applied.

  • We recommend trying your shoes on a carpet to preserve their condition.

  • Returns must be made in a separate cardboard package. The shoebox must not be used as shipping packaging.

  • A €10 fee will be charged if the shoebox is damaged upon return.

Returns and Refunds for Discounted Products

  • Items purchased on sale or in our outlet can be exchanged subject to availability (size, color, model) but will not be refunded.

Refund Methods

  • By bank transfer for orders paid by bank transfer.

  • By credit card for orders paid by credit card.

  • Refunds are processed within a maximum of 15 days after receipt and validation of the return.

Exchange Procedure

  • In the case of an exchange, we will send you the new product free of charge, with no additional cost.

  • Return address:

  • COTE D’AZUR ROUTAGE SARL
    1ère Avenue 5191M - ZI de Carros
    BP 631
    06517 Carros Cedex 1
    FRANCE

For any questions, you can contact Loretta by email at info@matassamilano.com or by phone at +39 366 144 8770.

Return Shipping Costs

  1. First exchange (model and/or size): Returns are free upon request by phone at +39 366 144 8770. A prepaid return label will be sent to you.

  2. Incorrect or defective product: Returns are also free. Contact us via email with a photo of the issue by email at info@matassamilano.com or by WhatsApp +39 366 144 8770.

  3. Other returns: Return shipping costs are the customer's responsibility.

  4. If the exchange concerns a model or size, the shipping costs for the new package will be entirely covered by us.

Return Processing

Return processing is carried out within 5 business days:

  • Day 1: Receipt of the package at our facilities.

  • Day 2: Inspection and verification of product condition.

  • Days 3 to 4: Digital processing of the return.

  • Day 5: Refund or dispatch of the exchanged product.

If you wish to receive your new pair quickly, we recommend placing a new order directly on our website. The refund for your initial return will be processed once validated by our quality service.

For any questions, our customer service team is at your disposal!