Shipping Policy
Effective Date: August 7, 2026
Shipping Policy
Thank you for shopping with MATILIANO. We are committed to delivering your order safely and efficiently. This Shipping Policy explains how we process, ship, and deliver orders placed through www.matiliano.com.
1. Shipping Partner
All orders are shipped using PostNL / DHL . Once your order has been dispatched, you will receive a shipping confirmation email containing your Track & Trace information (where available).
2. Order Processing
Orders are typically processed within 1–2 business days. Orders are processed Monday through Friday, excluding weekends and public holidays. Orders placed during weekends or holidays will be processed on the next business day. During product launches, promotional campaigns, or holiday periods, processing times may be slightly longer.
3. Shipping Rates
The Netherlands
- Shipping: Free
- Estimated delivery: 1–3 business days
Belgium
- Shipping: €6.95
- Estimated delivery: 1–4 business days
Germany
- Shipping: €6.95
- Estimated delivery: 1–4 business days
European Union
- Shipping: €12.00
- Estimated delivery: 1–7 business days
United Kingdom
- Shipping: €15.00
- Estimated delivery: 1–7 business days
North America
- Shipping: €25.00
- Estimated delivery: 7–14 business days
Middle East
- Shipping: €25.00
- Estimated delivery: 7–14 business days
Rest of the World
- Shipping: €30.00
- Estimated delivery: 7–14 business days
4. Delivery Times
The delivery times listed above are estimated shipping times and begin after your order has been processed. Actual delivery times may vary due to factors beyond our control, including:
- Customs inspections
- Weather conditions
- Public holidays
- High shipping volumes
- Carrier delays
- Local postal services
- Remote delivery locations
PostNL also advises that international delivery times are estimates and may vary during busy periods or due to service disruptions.
5. Track & Trace
Once your order has been shipped, you will receive an email containing your Track & Trace information. You can use this information to follow your shipment throughout the delivery process. Please note that tracking updates may take some time to appear after your shipping confirmation email has been sent.
6. Customs, Duties & Import Taxes
Orders shipped outside the European Union may be subject to:
- Import duties
- Customs charges
- Local taxes
- Clearance fees
These charges are determined by the destination country and are the responsibility of the customer. MATILIANO has no control over these charges and cannot estimate their amount.
7. Incorrect Shipping Information
Please ensure that your shipping address is complete and accurate before placing your order. MATILIANO cannot be held responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete shipping information provided by the customer. If an order is returned to us due to an incorrect address, additional shipping charges may apply before the order can be resent.
8. Lost or Delayed Shipments
If your shipment appears delayed beyond the estimated delivery time, please first check your Track & Trace information for the latest updates. If you believe your parcel has been lost or you require further assistance, please contact us at: info@matiliano.com or submit a request through the contact form on our website. We will work with PostNL to investigate the shipment and keep you informed throughout the process.
9. Damaged Parcels
If your package arrives visibly damaged, please:
- Take photographs of the package before opening it.
- Keep all packaging materials.
- Contact us within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the parcel and its contents
This allows us to investigate the matter promptly with the carrier and determine the appropriate resolution.
10. Refused or Unclaimed Shipments
If a shipment is refused by the recipient or returned to MATILIANO because it was not collected or accepted, we may deduct any shipping costs, return shipping fees, customs charges, or other costs incurred before issuing any applicable refund.
11. Delivery Delays Beyond Our Control
While we strive to deliver every order as quickly as possible, MATILIANO cannot guarantee delivery dates. We are not liable for delays caused by circumstances beyond our reasonable control, including but not limited to:
- Customs inspections
- Severe weather
- Natural disasters
- Industrial action or strikes
- Government restrictions
- Carrier disruptions
- Force majeure events
12. Contact Us
If you have any questions about shipping or your order, please contact us.
MATILIANO
Email: info@matiliano.com
Website: www.matiliano.com
Or contact us through the contact form available on our website.