Returns, Refunds and Exchanges
IMPORTANT NOTE: The following Returns & Exchanges Policy applies to general online purchases made through A Matter Of Style website.
At A Matter Of Style, we want you to be delighted every time you shop but if for some reason you aren’t totally satisfied with your purchase then you can return it to us in its original unused condition and packaging along with your completed returns form within 14 days for a refund. Please note that you will have to bear the direct cost of returning the product. You will be issued with a credit note or refund for any items returned after this time. Credit notes are valid for 12 months from the date of issue and are not valid against purchases of sale or clearance lines.
As we need to be in touch with our Partners/Sellers, you must email customer service within 5 days to request the return or exchange. Any claims made after 5 business days will not be accepted. Shipping and handling fees are not refundable.
Please clearly state the reasons for your concerns and indicate which item(s) and the number of items to be returned, your reason for returning the item, and whether you are seeking a replacement or refund. We also ask you to give us a daytime contact telephone number and we will attempt to resolve the problem, in the first instance by email or telephone, to the satisfaction of yourselves and A Matter Of Style team.
If the item is returnable under our Returns Policy terms and conditions, we will issue you with a returns address and a Returns Authorisation Code. You must obtain a Returns Authorisation Code before sending anything back to us or we will not otherwise be able to process your return.
If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by calling contacting our Customer Services Team on firstname.lastname@example.org (Monday – Friday 10am-5pm, excluding public holidays).
All Partners/Sellers comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us by submitting a request to speak to our customer service team.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Any damage, shortages or defect should be notified to us within 24 hours of delivery.
Send the complaint with photos of the entire exterior of the package, showing the overall condition of the package; the opened package, with the contents and inner packaging in the package being clearly visible; and a detailed photo (close-up) of the actual damage to the item. We will handle the complaint as soon as possible.
CANCELING THE ORDER
If you wish to cancel your order please notify us here as soon as possible (this must be done in writing via email prior to the despatch of your order). We cannot cancel an order if your order has been dispatched. If your order has already been dispatched we advise that you wait to receive your order and then return it for a refund. If your order has already been despatched you will be responsible for returning the item and all related postage costs.
If you wish to cancel transaction (before the order was made and sent), please, note, that there are non-refundable Stripe fees (for Europe – 1.4% + €0.25).
RETURNING THE PRODUCT
When returning your item, you must ensure that the item is securely packaged to prevent any damage in transit. You are responsible for the item until it has been received and inspected by us. We are unable to accept returned items that have been used, damaged, marked, or scratched.
In all cases, items must be returned in their original new condition with all original packaging and tags attached. If tags have been removed or the item’s packaging is damaged we will be unable to accept the return.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics, and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the Partner).
The cost of returning unwanted items is your responsibility. We strongly advise you to send items via a tracked postal service (we recommend you use signed-for delivery service with proof of postage) as we are unable to provide a refund where the item is not received by us. Items that are returned and received by us or our partner after the 14-day return period will not be refunded.
Once your return is received, we will send you an email to notify you that we have received your returned item; then your refund or exchange will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days or your new item will be sent out. Any refund agreed by A Matter Of Style will not be made until a returned item is in our possession or our seller’s possession.
We only replace items if they are defective or damaged. If you would like to organise a replacement for the same item please contact us here.
PROMOTIONAL CODES AND GIFT CARDS
If you’ve received a promotional code (Coupons) purchased from A Matter Of Style, please contact customer service for a Return Authorization and detailed instructions on how to proceed with the return.
Gift Cards cannot be returned or refunded, except in accordance with your legal rights. Gift Cards cannot be exchanged for cash or transferred for value.
WHAT YOU CAN’T SEND BACK
Unfortunately, some items are non-cancelable and non-refundable:
- Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by the Partner to all customers), is personalised or otherwise can’t be resold due to a bespoke element.
- Any commercial volume orders business to business are non-returnable.
To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.
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 original method of payment, usually within 2 business days.
OTHER IMPORTANT REFUNDS INFORMATION
All refunds will be credited to your original form of payment in EUR (Euros) and the funds should appear on your bank statement within 3-5 working days. Please be aware that all Stripe processing fees are not refundable (For Europe 1.4% + €0.25).
A Matter Of Style cannot be held responsible for any fluctuations in exchange rates and consequent loss of currency as a result. Refunds may take up to 5 days to clear in your account. Please remember it can take some time for your bank or credit card company to process and post the refund too.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
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.
If you have a complaint regarding your order, please contact us here and we will do our upmost to try and resolve it for you. We are always happy to help. Please remember there is another human (not a robot) who receives all our contact emails, so please bare this in mind with what you say.
Last amended 27th of June 2022.