Returns + Shipping
Shipping Times
Each pair of shoes is carefully crafted by human hands. Therefore, for most orders, please allow 12-14 business days for your order to be shipped. Orders that are stated as 'In Stock' on the product page will take 2-3 days to process and dispatch from our head office by our reliable courier partners.
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.
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.
As soon as your gems have been dispatched, you will receive a confirmation email along with your tracking details.
Shipping Services:
We care about getting your shoes to you in the most efficient and safe way. Therefore, we have partnered with The Courier Guy locally, and DHL and FedEx internationally, to ensure a safe delivery of your package to your door. 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.
Returns & Exchanges
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.
Custom orders along with sizes 3 and 9 are not refundable and non-exchangeable. These items are not restocked on our shelves. This includes items selected by the customer that are non-standard items. i.e hand-picked leathers that are not a part of our normal shoe or bag catalogue.
Further, half size orders are considered custom, and cannot be exchanged. We primarily offer half sizing to those who find they are fitting between sizes and are confident a slight adjustment would allow for the perfect fit.
And last, if an order has been returned backed to our head office for an exchange, thereafter a refund is no longer valid. To further elaborate, if a second order is placed on an exchange basis in order to accommodate a perfect fit, for example, thereafter only a credit can be issued. The credit amount allocated will be eligible for use on our website for up to seven months from the date it was issued.
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.
Returning an Item
To return your product, please kindly send back to our head office at:
Unit 7
98 Bofors Circle
Epping Industria 2
Cape Town
Western Cape
South Africa
7460
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.
Refunds
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 4-7 business days. If a refund is rejected, the order will be sent back to the return address on the package.
Late or missing refunds (if applicable)
Please allow 7-10 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 hello@matsidiso.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We will gladly exchange your items for you, so long as they are still in like-new condition and unworn. If you need to exchange it for the same item, send us an email at hello@matsidiso.com and send your item to: Unit 7, 98 Bofors Circle, Bofors 2 Industrial Park, Epping Industria 2, Cape Town, Western Cape, South Africa, 7460.
