FAQs

  1. WHEN WILL MY SHOES BE SHIPPED? 

Each pair of shoes are carefully crafted by human hands. Therefore, please allow 18-20 working days for your order to be shipped. If your shoes are stated as 'In Stock' on our product page once you have selected your shoe size or product variation, please allow 2-3 days to process your order before shipping. We take pride in making your shoes, and we believe in the slow fashion process, whereby we take time to ensure the best quality in each pair of shoes that we make rather than subscribing to a 'quick manufacturing' philosophy. 

Customers will receive a tracking number along with a shipping confirmation email once orders have been processed and shipped.

2. DO YOU SHIP INTERNATIONALLY? 

Yes, all International orders are shipped via our highly trusted distribution warehouse. We care about getting your shoes to you in the most efficient and safe way. Therefore, we have partnered with DHL to ensure a safe delivery of your package to your door- one of the leading registered delivery services in the world! As soon as your package has left our head office, you will receive tracking details to follow your shoes on their journey. You can rest assured that your products are in safe hands. 

Customs Tax- Please note: Depending on your country of origin, you may be subject to customs levies. The incurred customs fees are unfortunately out of our control and are the responsibility of the customer. Once your parcel has arrived in your country you may have to pay additional taxes in order to release your goods. 

3. DO YOU OFFER EXPEDITED SHIPPING? 

Sure, we would be happy to arrange that for you. Please note that for custom orders, the soonest that we can have your shoes made is within 5 working days. For all expedited orders a fee of $25 will be charged for this service. 

4. CAN I RETURN OR EXCHANGE MY ITEMS? 

We are committed to ensuring that you love your Matsidiso product(s). Our policy lasts 30 days after delivery or receipt of goods. In order to be eligible for a return, item(s) must be unworn, unused with the original packaging, and in the same condition that they were received. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

Please note, the cost to return items must be paid by the customer- both internationally and in South Africa. For international exchanges, the cost to re-send the new item must also be paid by the customer.

If the item is returned/ exchanged after 15 days, a levy of $15 will be charged for restocking and quality assurance purposes. 

Custom orders are not refundable. This includes items selected by the customer that are non-standard items. IE hand-picked leathers that are not a part of our normal handmade shoe or bag catalogue.

Further, half size orders are considered custom, and can only be exchanged or credited to the user account if the shoes do not fit or are damaged in any way, still in unworn and undamaged condition.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to Matsidiso until you are certain the refund has been approved via an email confirmation.

Please email hello@matsidiso.com, and we will be happy to assist you with your return or exchange, and/or answer any questions that you may have. 

5. WHAT IF MY SHOES ARE DAMAGED/FLAWED? 

We will happily replace any damaged/ flawed items. Just send us an email to hello@matsidiso.com with an image of the flawed item, and a customer service specialist will get back to you within 48 hours. 

6. WHEN CAN I EXPECT TO SEE MY CREDIT/REFUND REFLECT? 

Please allow 7-14 working days to ensure that your credit/ refund has processed. If you are still not seeing your credit/refund reflect on your account after this time, contact accounts@matsidiso.com and we will take care of you! 

7. WHEN WILL I RECEIVE MY SHIPPING CONFIRMATION? 

Please allow 18-20 working days before your shipping confirmation has been emailed. We must first make your new item(s), pack them, and finally, we send a confirmation email before shipping out your order. 

8. WILL MY SHOES STRETCH? 

Yes, your shoes will stretch. In fact, please count on your shoes fitting fairly snug when you first receive them due to the fact that all of our shoes are leather lined. After 3-4 wears, the leather will start to give and will fit quite comfortably. 

8. HOW DO I TAKE CARE OF MY LEATHER SHOES? 

Please check out of shoe care guide here! 

9. HAVE MORE QUESTIONS? 

We are eager to help with all of your questions and concerns. Please email us at hello@matsidiso.com for further assistance.