Shipping Policy — Matiliano

At Matiliano, every order is handled with care and shipped reliably to ensure a smooth delivery experience. Please review our shipping information below.

Shipping Carrier

All orders are shipped via PostNL.

Order Processing

  • Orders are processed within 1 business day after payment confirmation.
  • Orders placed on weekends or public holidays will be processed on the next business day.
  • Orders placed before 18:00 (CET) on business days are usually processed the same day.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information.

Shipping Rates & Estimated Delivery Times

The Netherlands

  • Shipping: Free
  • Delivery time: 1–3 business days

Belgium & Germany

  • Shipping: €6.95
  • Delivery time: 1–4 business days

European Union (EU countries)

  • Shipping: €12.00
  • Delivery time: 1–7 business days

United Kingdom (UK)

  • Shipping: €15.00
  • Delivery time: 1–7 business days

Middle East

  • Shipping: €25.00
  • Delivery time: 7–14 business days

North America (USA)

  • Shipping: €25.00
  • Delivery time: 7–14 business days

Rest of the World

  • Shipping: €30.00
  • Delivery time: 7–14 business days

Tracking Your Order

All shipments include tracking. Tracking details will be sent by email once your order has been dispatched. Please allow up to 24 hours for tracking information to become active.

Customs, Duties & Taxes

International orders may be subject to customs duties, taxes, or import fees imposed by the destination country. These charges are not included in the product price or shipping cost and are the responsibility of the customer.

Matiliano is not responsible for delays caused by customs clearance.

Incorrect Address & Failed Delivery

Customers are responsible for providing accurate and complete shipping information at checkout.

If a package is returned to us due to:

  • An incorrect or incomplete address
  • Failed delivery attempts
  • Refusal of the shipment

Any additional shipping costs required to resend the order will be the responsibility of the customer.

Lost or Damaged Packages

If your order arrives damaged or is lost in transit, please contact us within 7 days of delivery (or expected delivery date) and include:

  • Your order number
  • Clear photos of the damage (if applicable)

We will work with PostNL to investigate the issue and determine an appropriate solution.

Delivery Delays & Force Majeure

Estimated delivery times are provided as a guideline and may vary due to circumstances beyond our control, including but not limited to:

  • Public holidays
  • High-volume periods (such as sales or holidays)
  • Customs inspections
  • Weather conditions or carrier delays

Matiliano cannot be held responsible for delays caused by these external factors.

Contact

If you have any questions regarding shipping, please contact our customer support through our website.