The Matrix.Org Foundation
Refund and Exchange Policy
Thank you for your purchase! We hope that you are happy with your order. If you are not completely satisfied with your purchase, please see below how to further proceed.
Delivery
Once an order has been placed it usually takes 3 to 7 working days to fulfil an order, after which it is shipped out. The shipping time are dependant on your location, but can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
Customs
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so, please, check with your local customs office directly to confirm if they apply duties and taxes to your purchases.
Orders are shipped from the closest warehouse to your location.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s address, please, get in touch with us at [email protected] with your order number in the email subject.
In the event that you discover an error in your delivery, we are more than happy to arrange for a replacement order to be sent to you. However, kindly note that the shipping costs for the replacement order will be your responsibility.
How do I track my order?
Once your order has been processed and shipped; you will receive a tracking link via email.
If you have any questions about your tracking or shipment, write us at [email protected] with your order number in the email subject.
I received a wrong/damaged product, what should I do?
We are sorry that the product you ordered arrived damaged.
To help us resolve this for you quickly, please email us at [email protected] within a maximum of 5 working days with photos of the damaged product, your order number, and any other details you may have about your order. We will get back to you with a resolution as soon as possible!
Refunds
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [email protected] with photos of wrong/damaged items and we’ll sort that out for you.
Exchange
At this time, we do not offer exchanges.
If you are unsure which size would fit you better, please have a look at our sizing charts.
Though rare, it's possible that an item you ordered was mislabelled. If that is the case, please, let us know at [email protected] within a maximum of 5 working days after receiving your order. Please, include your order number as well as photos of the mislabeled item, and we will send you a new one, or issue a refund!
Exceptions
Please note:
- items purchased at a discount cannot be returned
- Items should not have been worn
- Items should be in the original condition that they were shipped in
Questions
If you have any questions concerning our return policy, please contact us at: