FAQs
GOODBYE FOR NOW, BUT NOT FOREVER!
❤️ NOTHING BUT LOVE FOR YOU. ❤️ We are closing up shop for now, meaning we're selling the very last of our handcrafted pieces until we know exactly what the future holds! Get your hands on one (or many) of our very last special products before they're gone forever. We are eternally grateful for you and the opportunity for this incredible local biz adventure! **PLEASE NOTE SALES ARE FINAL.❤️ We will do our absolute best to exchange any items that aren't a perfect fit.
1. HOW DO MATSIDISO SHOES FIT?
Sizing may vary among our styles, but we always indicate how each shoe fits within the product description. We recommend checking out our sizing guide on each product page to help determine your perfect fit. Still not sure? We'd love to talk to you about it! Reach out to one of our fit specialists at hello@matsidiso.com for some personalized advice.
Buyer's Tip: Please keep in mind that handmade shoes and bags take hours of physical labour. For your first order with us, we suggest you take time to look over our sizing guide per style or reach out so that we can help with finding your best fit! We will be more than happy to assist with sizing should you need! :) For your first order we recommend ording one pair of shoes to ensure the best fit.
2. CAN I RETURN OR EXCHANGE MY ITEMS?
Our 14-Day Guarantee!
We are committed to ensuring that you love your Matsidiso product(s) and we are so confident that you will- that is why we offer a zero-risk 14-day trial period. If you're not sold by day fourteen, you can return your shoes with no questions asked, so long as your gems are in like-new, resellable condition.
IMPORTANT: Please note items on sale (meaning currently marked down items with a clear sale sign on the product page) are NOT refundable, only available for exchange or future store credit.
Returned items will incur a restocking fee of 5% of the transaction total, to recoup costs incurred from our side for the sale. This amount will be deducted at the time of refund.
Simply email hello@matsidiso.com, and we'll take care of you.
3. WHEN WILL I RECEIVE MY SHOES?
Each pair of shoes is carefully crafted by human hands. Therefore, unless in stock (2-3 days), please allow 12-14 business days for your order to be shipped. We strive to send orders on time to the best of our ability. At times of influx, dispatch dates may be pushed out slightly. If this is the case, we will surely communicate any backlogs.
In the event that your specific shoe is in stock, your order will be shipped within 2-3 business days. Your order will indicate the delivery time on the product page after selecting your size. 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.
4. DO YOU SHIP INTERNATIONALLY?
Yes, all International orders are shipped via DHL or FedEx registered mail. Orders are expected to arrive within 3-5 business days after they are dispatched from our head office, but times may differ slightly based on location. Orders include tracking information and can be traced online. Customs and import duties are levied by the receiving country and are therefore the buyer’s responsibility.
5. ARE THERE CUSTOMS / DUTY FEES?
There are no customs fees for citizens residing in South Africa.
Typically there are customs/duty fees for all orders delivered outside of South Africa but vary from country to country. All orders are shipped from our factory in South Africa. The purchaser is responsible for paying the customs fees/levies from their country of origin.
6. DO YOU OFFER EXPEDITED DELIVERY?
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 R300 / $30 will be charged for this service.
7. 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 24 hours.
8. WHEN CAN I EXPECT TO SEE MY CREDIT/REFUND REFLECT?
We typically process refund orders every Friday. Please allow between 4-7 working days once the original pair of shoes has been returned to our premises, 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!
9. WHEN WILL I RECEIVE MY SHIPPING CONFIRMATION?
Please allow 12-14 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.
10. 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 our shoes are leather lined or unlined but made of leather. After 3-4 wears, the leather will start to give and will fit quite comfortably.
11. HOW DO I TAKE CARE OF MY LEATHER SHOES?
Please check out of shoe care guide here!
12. DO YOU MAKE CUSTOM MADE SHOES?
Yes, we can make custom-made shoes to an extent! For example, we do not make a custom size / bespoke shoes, and we cannot create a new pattern or style of shoe for an individual order, as the fees for development are very high. However, you are welcome to choose from any of our various leathers and change the panels of any of our current shoe styles. Just contact us to place an order for your own unique pair!
13. WHERE CAN I TRY ON YOUR SHOES?
Please click here to see our most recent shop spaces and our list of current stockists.
13. HAVE MORE QUESTIONS?
We are eager to help with all of your questions and concerns. Please email us at hello@matsidiso.com or give us a call at +27 65 819 2406- we'd love to help!
