Payment methods

 

At Matiliano, we offer secure and trusted payment options to ensure a smooth and elegant checkout experience.

We currently accept the following payment methods:

  • Credit Cards
  • Visa & Mastercard
  • iDEAL
  • PayPal
  • BLIK
  • Trustly
  • EPS
  • Przelewy24
  • Multibanco
  • Apple Pay
  • Google Pay

All payments are processed through secure, encrypted payment gateways.

Please note:
Gift cards are not accepted at this time.

For any payment-related questions, feel free to contact us at info@matiliano.com.

 

Once you have selected your desired items and proceeded to checkout, please review your order carefully before completing your purchase.

By completing an order on Matiliano, you confirm that:

  • All provided billing and shipping information is accurate and complete
  • You are authorized to use the selected payment method
  • You agree to our Terms & Conditions, Privacy Policy, and other applicable policies

After successful payment, you will receive an order confirmation by email. This confirmation serves as proof of purchase and includes your order details.

Matiliano reserves the right to refuse or cancel any order in cases of suspected fraud, incorrect pricing, payment issues, or violations of our policies. In such cases, any payment already made will be refunded in accordance with our refund policy.

If you experience any issues while completing your order, please contact us at info@matiliano.com for assistance.

 

Once an order has been placed on Matiliano, it cannot be cancelled or modified once processing has begun.

If you wish to request a cancellation, please contact us as soon as possible at info@matiliano.com. Cancellation requests are subject to order status and cannot be guaranteed.

If an order is successfully cancelled before processing or shipment, any payment made will be refunded in accordance with our refund policy.

Orders that have already been processed or shipped cannot be cancelled and must be handled through our return policy, where applicable.

Matiliano reserves the right to cancel an order at any time due to payment issues, suspected fraud, stock availability, or pricing errors. In such cases, a full refund will be issued.

 

If one or more items in your order are unavailable at the time of dispatch, only the shipped items will be charged.
The final amount debited will therefore reflect exclusively the value of the items that have been dispatched.

 

All prices displayed on Matiliano are shown in the applicable currency and include VAT where required by law, unless stated otherwise.

The total amount, including applicable taxes and shipping costs, will be clearly displayed at checkout before payment is completed.

For orders shipped outside the European Union, prices may be shown excluding VAT. Any customs duties, import taxes, or additional charges imposed by local authorities are the sole responsibility of the customer.

Billing information must be accurate and complete. Matiliano is not responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete billing details provided by the customer.

A digital invoice or order confirmation will be provided upon successful payment.

 

Items marked as Pre-Order are not immediately available for shipment and are offered for purchase in advance of their official release or restock.

By placing a pre-order with Matiliano, you acknowledge and accept that:

  • Estimated dispatch dates are indicative and may change
  • Pre-order items will be shipped once they become available
  • Orders containing pre-order items may be shipped together or separately at Matiliano’s discretion

Payment for pre-order items may be charged at the time the order is placed or at the time of dispatch, depending on the selected payment method.

If a pre-order item cannot be fulfilled, any amount paid for that item will be refunded in accordance with our refund policy.

For updates regarding your pre-order, please contact us at info@matiliano.com.

Order shipping & tracking

 

Once your order has been successfully processed and dispatched, you will receive a shipping confirmation email containing your tracking information, where available.

Orders are shipped using trusted carriers such as PostNL and DHL, depending on the destination and selected shipping method.

Please note:

  • Estimated delivery times are indicative and may vary due to destination, customs processing, or unforeseen circumstances
  • Matiliano is not responsible for delays caused by shipping carriers or customs authorities
  • Tracking updates are provided by the carrier and may take time to become visible after dispatch

If an order contains multiple items, it may be shipped in separate parcels. In such cases, you will receive separate tracking details where applicable.

It is the customer’s responsibility to ensure that the provided shipping address is accurate and complete. Matiliano cannot be held responsible for delays, failed deliveries, or lost shipments resulting from incorrect address details.

For shipping or tracking inquiries, please contact us at info@matiliano.com.

 

If your order has not arrived within the estimated delivery timeframe, please allow additional time for transit, as delivery times may vary due to carrier delays, customs processing, weather conditions, or other unforeseen circumstances.

We recommend checking your tracking information first, as this provides the most up-to-date status of your shipment.

Please note:

  • Delivery timeframes are estimates and not guaranteed
  • Delays caused by shipping carriers or customs authorities are outside of Matiliano’s control
  • International shipments may require additional processing time

If your tracking information has not updated for an extended period or your order appears to be significantly delayed, please contact us at info@matiliano.com with your order number. We will gladly assist you in investigating the issue with the carrier.

Your patience and understanding are appreciated as we work to ensure your order reaches you safely.

 

If your parcel arrives damaged, we kindly ask that you contact us as soon as possible after delivery.

Please retain all original packaging and provide clear photos of:

  • The damaged parcel
  • The affected item(s)
  • The shipping label

This information allows us to assist you promptly and to open a claim with the carrier if necessary.

Once reviewed, we will work with you to find an appropriate solution in accordance with our policies.

For assistance, please contact us at info@matiliano.com. Our team is here to help and ensure your experience with Matiliano remains a positive one.

Return Policy

 

At Matiliano, we take great care in the creation and handling of our products. If for any reason you are not fully satisfied with your purchase, please review our return conditions below.

Eligibility for Returns
  • Return requests must be submitted within 14 days of receiving your order
  • Items must be unused, unopened, and in their original packaging
  • Products showing signs of use, wear, or damage cannot be accepted
Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or refunded:

  • Cosmetics, skincare, and beauty products once opened or used
  • Items marked as final sale
  • Gift cards (if applicable)
Return Process

To initiate a return, please contact us at info@matiliano.com with your order number and reason for return. Or use the Return Request Form. Our team will guide you through the next steps.

Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.

 

At Matiliano, your satisfaction is important to us. If you wish to exchange an item, please review the conditions below.

Eligibility for Exchanges
  • Exchange requests must be submitted within 14 days of receiving your order
  • Items must be unused, unopened, and in their original packaging
  • Exchanges are subject to product availability
Non-Exchangeable Items

For hygiene and safety reasons, the following items cannot be exchanged:

  • Cosmetics, skincare, and beauty products once opened or used
  • Items marked as final sale
  • Gift cards (if applicable)
Exchange Process

To request an exchange, please contact us at info@matiliano.com with your order number and the item you wish to exchange. Our team will assist you with the next steps.

Customers are responsible for return shipping costs for exchanges unless the item was received damaged or incorrect.

If the requested replacement item is unavailable, a refund or store credit may be offered in accordance with our policies.

Matiliano reserves the right to refuse exchanges that do not meet the above conditions.

 

Return labels are not automatically included with your order or your email.

If your return request has been approved, you will receive instructions on how to return your item. In some cases, a return label may be provided at Matiliano’s discretion.

Unless the return is due to a damaged, defective, or incorrect item, return shipping costs and labels are the responsibility of the customer.

Please ensure that returned items are securely packaged and include all original materials. Matiliano is not responsible for returns that are lost or damaged during transit.

For assistance regarding return labels, please contact us at info@matiliano.com. Our team will be happy to assist you.

 

Once your return has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, refunds will be processed to the original payment method used at checkout within a reasonable timeframe. Please note that processing times may vary depending on your bank or payment provider.

Shipping costs are non-refundable unless the return is the result of a damaged, defective, or incorrect item.

Refunds may be refused if returned items do not meet our return conditions or show signs of use, wear, or damage.

Matiliano reserves the right to deduct any loss in value if the returned item has been handled beyond what is necessary to establish its nature and condition, in accordance with applicable consumer laws.

For any questions regarding refunds, please contact us at info@matiliano.com. Our team is here to assist you.

 

All prices displayed on Matiliano are shown in the applicable currency and include VAT where required by law, unless stated otherwise.

The total amount, including applicable taxes and shipping costs, will be clearly displayed at checkout before payment is completed.

For orders shipped outside the European Union, prices may be shown excluding VAT. Any customs duties, import taxes, or additional charges imposed by local authorities are the sole responsibility of the customer.

Billing information must be accurate and complete. Matiliano is not responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete billing details provided by the customer.

A digital invoice or order confirmation will be provided upon successful payment.

Authenticity

 

At Matiliano, authenticity is at the heart of everything we create.

All products sold on Matiliano are 100% authentic, original, and sourced directly from our brand. We do not sell counterfeit, replica, or unauthorized products.

Each item is carefully crafted, inspected, and packaged to meet our quality standards before it is shipped to you.

If you have any questions regarding the authenticity of a product or your purchase, please contact us at info@matiliano.com. We are always happy to assist and ensure your confidence in shopping with Matiliano.

 

Each Matiliano product is crafted with care using high-quality materials and thoughtfully selected ingredients. To preserve its beauty, performance, and longevity, we recommend the following care guidelines.

Cosmetics & Skincare
  • Store products in a cool, dry place away from direct sunlight
  • Ensure lids and caps are tightly closed after use
  • Use clean hands or applicators to maintain product hygiene
  • Discontinue use if irritation occurs
Fashion & Accessories
  • Follow the care instructions provided on the product label
  • Avoid prolonged exposure to heat, moisture, or direct sunlight
  • Handle delicate fabrics with care to maintain their quality and shape

Matiliano cannot be held responsible for product damage resulting from improper use, storage, or care.

For any questions regarding product care, please contact us at info@matiliano.com. Our team is always happy to assist.

 

At Matiliano, we value craftsmanship and longevity.

At this time, we do not offer repair services for our products. We kindly encourage customers to handle and care for their items according to the provided care guidelines to ensure lasting quality.

If you receive an item that is damaged or defective upon arrival, please contact us at info@matiliano.com within a reasonable timeframe. Our team will be happy to review the situation and assist you in accordance with our policies.

For any further questions regarding repairs or product concerns, our customer care team is always here to help.