Returns + Exchanges
Exchanges - available up to 14 days from receipt of goods, if the item is in its original unused condition. Postage charges are the responsibility of the buyer.
Please note all items in the Done by Matea range are individually handmade and therefore may have minor inconsistencies in colour and/or finish. Such inconsistencies will not be considered “faults”. Many items are constructed from reused materials, as noted in their item description, and as such consideration should be given to the unique finish and variations that this produces in the end product. Done by Matea endeavours to sell all items in the best possible condition, but small marks may be visible; materials such as leather will have natural inconsistencies and marks, these will not be deemed reason for a refund.
The colour of products is reproduced as accurately as possible. However all computer screens display colour differently, so minor colour variations will not be deemed a reason for a refund.
How To Return an Item For Exchange or Refund
If you have an issue with an item, please send an email to firstname.lastname@example.org, within 14 days of receiving your order. Please include the following in your email - your full name, invoice number, product name, the nature of the issue, photographs if relevant, and if you are looking to return or exchange.
Once you have emailed for a return/exchange I will do my best to get back to you within 48 hours of receiving your return request and contact you via email to advise you of the outcome.
If your return/exchange request is approved and if required - you will be asked to post the item(s) back to the studio in Adelaide within 7 days of requesting the return, (or bring it in to the studio in person) Please take care when returning your items and send them in the original packaging. If posting, please return your item via express post.
Responsibility will not be accepted for lost or damaged incoming parcels, which remain the property of the customer until they are received by Done by Matea. Parcels/items received after 7 days will not be accepted. Postage charges are the responsibility of the sender unless the item is faulty/damaged in which case Done by Matea will cover the return postage. Returns will not be accepted unless you have contacted via email prior.
In the instance that there is a balance owing as a result of an exchange this balance will need to be paid in full to complete the transaction. If there is a credit this can either be refunded via original payment method, or refunded as a store credit which is valid for a period of 6 months from issue date. Store credit can be used online or in person at the studio.
Refunds can take up to 7 business days to be processed – your patience is greatly appreciated. The original payment method will be refunded in full (excluding any shipping costs associated with the initial order) for the value of the item(s) for which the refund has been approved. Once your refund has been processed please allow up to 7 business days for the funds to appear back into your account.