Return & Refund Policy – Matue Couture

At Matue Couture, each piece is thoughtfully designed and produced in limited quantities. We encourage you to review the details of your purchase carefully before placing an order.

Final Sale Items

• All discounted items are final sale and are not eligible for return, refund, or exchange.
• All custom-made or made-to-order items are final sale and non-refundable, as they are created specifically for you.

AYO Collection & Limited-Edition Items

Due to the handcrafted and limited nature of the AYO Collection, all bags are considered final sale.

We do not accept returns or exchanges for:

• Change of mind
• Personal preference
• Normal variations resulting from handcrafted production

Eligibility for Exchanges (Non-Limited Items Only)

For eligible full-priced, non-limited items:

• Exchanges may be requested within 14 days of delivery
• Items must be unused, in original packaging, and in the same condition as received
• Exchanges are subject to product availability

Please note:

• We do not offer refunds or store credit
• Original and return shipping fees are non-refundable
• Customers are responsible for return shipping costs

After Shipping

Once an order has shipped, it cannot be canceled or modified.
If eligible, our standard exchange policy will apply.

Defective or Incorrect Items

We are committed to delivering exceptional quality. If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery to be eligible for a resolution.

What We Need From You

Please email the following to help us process your request efficiently:

• Clear photos of the item showing the issue
• Photo of the original packaging (especially if damaged)
• Your order number and the name used on the order
• A brief description of the issue

Email: simonetalla@matuecouture.com
Subject line: Defective Item – Order #[Your Order Number]

Resolution Process

• Our team will review your request within 2 business days
• If approved, we will offer:
• • A replacement of the same item (if available), or
  • A full refund, including shipping costs

Items returned without prior approval will not be accepted.

This policy does not cover damage caused by improper use, storage, or handling after delivery.

Handcrafted Disclaimer

Each Matue Couture piece is handcrafted. Slight variations in color, texture, or detailing are part of the artisanal process and are not considered defects.

Questions

If you have any questions prior to placing your order, we encourage you to contact us. Our team is happy to assist you in making an informed purchase.