Each pair of shoes is carefully crafted by human hands. Therefore, for most orders, please allow 18-20 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 registered couriers.
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.
Some countries may require you to pay a customs tax in order to receive your order. We are in no way responsible to pay this tax and it is, therefore, the customer's duty to do so. Customs tax prices may vary in every country.
Returns & Exchanges
Matsidiso Shoes is committed to ensuring that you love your Matsidiso product(s). Our policy lasts 14 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 14 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. 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 can only be exchanged or credited to the user account if the shoes do not fit or are not damaged in any way, still in unworn condition.
And last, if an order has been returned backed to our head office for an exchange, thereafter a refund is no longer valid.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, you should mail your product to:
98 Bofors Circle
Epping Industrial Circle
Epping Industria 2
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.
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 3-5 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 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 don't fit, 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: Unit 7, 98 Bofors Circle, Bofors 2 Industrial Park, Epping Industria 2, Cape Town, Western Cape, South Africa, 7460.