1. CAN I RETURN OR EXCHANGE MY ITEMS?
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 30-day trial period. If you're not sold by day 30, you can return your shoes with no questions asked, even if you've pranced with them in the streets.
Please note that accessories and custom-made orders are not eligible for returns, however, if any item is flawed we will gladly resolve any issues.
Simply email email@example.com, and we'll take care of you.
2. WHEN WILL I RECEIVE MY SHOES?
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. 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.
3. DO YOU SHIP INTERNATIONALLY?
Yes, all International orders are shipped via DHL 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.
4. 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.
5. 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.
6. WHAT IF MY SHOES ARE DAMAGED/FLAWED?
We will happily replace any damaged/ flawed items. Just send us an email to firstname.lastname@example.org with an image of the flawed item, and a customer service specialist will get back to you within 24 hours.
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 Industria 2
or alternatively, please return to POSTNET Pinelands in Cape Town.
There are no other return options other than these two points. It is mandatory that we receive your important tracking details so that we know when to expect your order to our factory or by Postnet.
Please note, return shipping is the buyer's responsibility. Unless the item is visibly damaged, we don't pay for returns at this time.
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.
7. MY REFUND HASN'T REFLECTED YET. WHAT DO I DO?
We typically process refund orders every Friday. Please allow between 3-5 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 email@example.com and we will take care of you!
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 back to: Unit 7, 98 Bofors Circle, Bofors 2 Industrial Park, Epping Industria 2, Cape Town, Western Cape, South Africa, 7460.
8. HAVE MORE QUESTIONS?
We are eager to help with all of your questions and concerns. Please email us at email@example.com or give us a call at +27 65 819 2406- we'd love to help!
Try us on at any one of our stockists around the country!
Click here to find the nearest boutique to you. Or visit us at our newest space:
7 Bird Street, Stellenbosch
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