Once your order has been successfully placed, you will receive an order confirmation by email. If you do not see it in your inbox, please check your spam or junk folder.
Can I change or cancel my order?
We begin preparing orders as soon as possible. If you need to make a change or cancel your order, contact us immediately through our contact form or at info@matiliano.com.
We will always try to help, but once an order has been processed or shipped, changes or cancellations may no longer be possible.
Can I change my delivery address after placing an order?
If your order has not yet been processed, we may be able to update the delivery address. Contact us as soon as possible with your order number and the correct address.
Once the parcel has been handed over to the carrier, we cannot guarantee that the address can still be changed.
What payment methods do you accept?
We accept major credit cards, including Visa, Mastercard, American Express, and Discover. We also accept payment via PayPal.
Where does MATILIANO ship?
MATILIANO ships within the Netherlands and internationally to selected destinations.
Shipping costs and estimated delivery times are shown during checkout and can also be found in our Shipping Policy.
How long will my order take to arrive?
POSTNL Estimated delivery times are:
Netherlands — 1–3 business days
Belgium & Germany — 1–4 business days
Other EU countries — 1–7 business days
United Kingdom — 1–7 business days
Middle East — 7–14 business days
North America — 7–14 business days
Rest of the world — 7–14 business days
DHL Estimated delivery times are:
Netherlands — 1–2 business days
Belgium & Germany — 2–3 business days
Other EU countries — 2–5 business days
United Kingdom — 3–7 business days
Middle East — 3–8 business days
North America — 3–8 business days
Rest of the world — 4–10 business days
How much is shipping?
Shipping within the Netherlands is complimentary.
Current shipping rates are:
Netherlands — Free
Belgium & Germany — €6.95
Other EU countries — €12
United Kingdom — €15
Middle East — from €20
North America — €25
Rest of the world — €30
How do I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order on our website or through the carrier's website.
What is your shipping policy?
We offer Shipping with POSTNL and DHL. Shipping times and costs may vary based on your location and the size of your order. For more information, please refer to our Shipping Policy page.
Will I have to pay customs duties or import taxes?
Orders delivered outside the European Union may be subject to local customs duties, taxes, or import charges.
These charges are determined by the destination country and are not included in the product or shipping price unless explicitly stated during checkout. Any applicable import charges are the responsibility of the recipient.
Do you offer international shipping?
Yes, we offer international shipping.
Can I return my order?
Yes. Eligible purchases can be returned within 14 days in accordance with our Return & Refund Policy.
For hygiene and safety reasons, certain opened, used, or unsealed cosmetic products may not be eligible for return where permitted by applicable law.
Can I cancel my order?
If your order has not yet shipped, you can cancel it by contacting our customer service team. If your order has already shipped, you may need to return the items according to our Returns Policy.
How do I request a return?
Go to our Returns page and complete the return request form.
After submitting your request, please wait for our email containing the return instructions before sending anything back.
Do I have to pay for return shipping?
Yes. Return shipping costs are the responsibility of the customer unless the product arrived damaged, defective, or incorrect.
When will I receive my refund?
Once your return has been received and inspected, we will notify you of its status.
Approved refunds will be issued to the original payment method. Depending on your payment provider or bank, it may take several business days before the refund appears in your account.
What if my order arrives damaged or incorrect?
Please contact us as soon as possible at info@matiliano.com or through our contact form.
Include your order number, a description of the issue, and clear photographs of the product and packaging so we can review the situation.
Where can I find the ingredients?
The ingredients for each cosmetic product are displayed on its packaging and/or product page.
If you would like more information about a particular ingredient before purchasing, you can contact us.
What if I have sensitive skin or allergies?
Every skin is different. We recommend reviewing the ingredient list carefully before using a product, particularly if you have known allergies or sensitivities.
If you are unsure whether a product is suitable for you, consult an appropriate healthcare professional before use.
We will always try to help, but once an order has been processed or shipped, changes or cancellations may no longer be possible.
Are MATILIANO products tested on animals?
No, we never harm animals nor humans for that matter. Everything is made from Natural Oils.
How should I store my MATILIANO products?
Keep cosmetic products in a cool, dry place away from direct sunlight and excessive heat. Always close the packaging properly after use.
Which payment methods do you accept?
Depending on your location and device, available payment methods may include:
iDEAL / Wero
PayPal
Credit cards
Apple Pay
Samsung Pay
The payment methods available to you will be displayed during checkout
Is my payment secure?
Payments are processed through secure third-party payment providers. MATILIANO does not directly store your complete payment card details.
Do I need an account to place an order?
If guest checkout is available, you can place an order without creating an account. Creating an account may make it easier to view your order information and manage future purchases.
How does MATILIANO handle my personal information?
We only process personal information where necessary to operate our website, fulfil orders, provide customer service, process payments, and for other purposes described in our Privacy Policy.
For full details, please read our Privacy Policy and Cookie Policy.
CONTACT
I still have a question. How can I contact MATILIANO?
You can reach us at info@matiliano.com or through the contact form on our website.
Please include your order number when contacting us about an existing order so we can assist you more efficiently.