Returns & Exchanges
RETURNS & EXCHANGES
Mateus offers a 30-day return period from the day you receive your package. With the condition that the item is returned in the same condition as Mateus sent it, i.e. in its original packaging and unused.
How do I return an item that I have purchased?
For customers located in Sweden, all returns will be sent via Postnord, regardless of the original delivery provider. For returns outside of Sweden please contact [email protected]
The entire return value will be refunded minus the return cost, for returns within Sweden 79 SEK for returns outside of Sweden the cost is € 25. Local taxes, as well as any customs fees are paid by the recipient.
1. To initiate a return with Postnord, please fill out the form here. Once you have submitted the form, we will send you a QR code via email or SMS.
2. Present this QR code at chosen Postnord delivery point, the agent will print out the shipping label and accept the package. Make sure you receive a receipt upon submission and keep it until your return has been received and approved by us.
It is also possible to return your products in our store at Karlavägen 64, 114 49 Stockholm. Always have your order confirmation available which you can show at checkout.
3. Payment is credited when the return reaches Mateus. Questions regarding your payment, please contact Klarna's customer service: https://www.klarna.com/international/
I would like to exchange an item for another, how do I do that?
If you would like to change a color or an item, you make a regular return on the order you have at home and then place a new order on the website.
How long does it take to receive a refund for a return?
Once we have received and handled your return, a refund will start to the same card / account that was used when you placed your order.
If you have any questions about your Klarna invoice, you can contact their customer service here.
If a product is damaged during delivery, please contact [email protected] within 5 working days. Please give us your order number and send us a picture of the damaged product and we will help you further.