Returns and Shipping
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.
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 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.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
Please allow 7-12 working days for your refund to reflect. If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: 98 Bofors Circle, Epping Industrial Circle, Epping Industria Cape Town Western Cape ZA 7475.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Unit 7, 98 Bofors Circle, Epping Industrial Circle, Epping Industria 2, Cape Town Western Cape ZA 7475
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over R750, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.