Is my order registered?
The order confirmation will be sent immediately to the email address you provided when placing the order. If you are unsure whether your order has been registered, please contact customer service before placing a new order. This order confirmation also serves as your receipt and may be useful to save for any potential contact with our customer service.
I have not received an order confirmation?
Due to technical issues or other circumstances beyond Mateus' control, your order confirmation may be delayed or not received at all. If your order confirmation is delayed for more than 24 hours, we kindly ask you to contact our customer service.
The product I am looking for is not in stock. What can I do?
If the product you're looking for is not in stock, you can enter your email address when clicking on "notify me" on the product page. You will then be notified when the product is back in stock.
Can I modify, add or remove items from my order?
It is not possible to make changes to a placed order. You have 30 days from the date of receipt to return your order if needed.
I want to exchange an item or change its colour?
If you want to exchange an item or change its color, you can initiate a regular return for the item you have at home. Afterward, you can place a new order on the website for the desired color or product.
Why is my gift card not working?
If you have a gift card code that you want to use, enter it at the checkout and click Apply. If you have any questions, you can contact our customer service. Note that it's not possible to add a code after the transaction is completed.
What payment options do you offer?
Together with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the following payment options where payment is made directly to Klarna:
• Pay Direct: Automatic withdrawal from your bank account based on direct debit. The account is debited approximately two banking days after the purchase has been made or the item has been dispatched.
• Bank Transfer: Your account is debited immediately after the order has been placed.
When can I expect the money back when I return a product?
Once we have received and processed your return, a refund will be initiated to the same card/account used when placing your order. Your refund will be processed within 5-7 business days. If you have questions about your Klarna invoice, you can contact their customer service here.
For questions regarding returns, we refer you to our Returns & Exchanges policy.
If a product is damaged upon delivery, please contact [email protected] within 5 business days. Provide your order number and send us a picture of the damaged product.
What is the delivery time?
The standard delivery time, unless otherwise specified, is 2-4 business days with Postnord, 1-2 days with Budbee, and 2-4 days with UPS. Please note that this is only an estimate, and the delivery may arrive earlier or later than indicated.
What is the shipping cost?
We offer free shipping on orders over 1000 SEK / € 100. The available shipping methods are generated based on the postal code you provide at checkout. The shipping cost varies depending on the selected shipping option, as follows:
Postnord: 49 SEK
Budbee: 59 SEK / € 6
UPS: € 25
For unclaimed packages or failed deliveries, Mateus charges a fee of 150 SEK / € 25.
Do I need to pay customs duties to receive my package?
For deliveries outside the EU, there may be additional costs for customs duties and import taxes. These costs are always paid by you as the customer.
What delivery methods do you offer?
We offer delivery with Postnord, Budbee and UPS.
How can I track my order?
Once you have placed your order, you will receive an order confirmation email with your order number. You can track the entire shipment process using your order number and email address here.
What happens if I personally cannot pick up the package?
If you are unable to pick up your package personally, the person collecting it on your behalf must bring both their own and the recipient’s identification to the pick up location.
How long will your order be held at the pick up location?
For information on how long your package will be held at the location, please read Postnord.
Transport damages and other shipping related questions
If a product is damaged upon delivery, please contact [email protected] within 5 business days. Include your order number and a photo of the damaged product.
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