© 2026 By Matthew
Return policy
United States orders
Orders delivered to addresses within the United States are considered final sale and are not eligible for returns or exchanges due to a change of mind, personal preference, or an incorrect product, model, size, or design selected by the Customer, except where otherwise required by applicable law.
This does not affect any rights or remedies that may apply where a product is received damaged, defective, incorrect, or otherwise does not conform to the order.
If there is an issue with an item you received, please contact us as soon as possible and provide your order details together with any information or photographs reasonably required to review the issue.
Nothing in this Return policy excludes or limits any rights that cannot lawfully be excluded or limited under applicable law.
European Union orders
Products purchased from By Matthew and delivered to an address within the European Union may be returned in an undamaged condition within 14 days of receiving your order.
All returns are inspected after they are received at the designated return facility. We only accept returns of products purchased directly from bymatthew.cc.
If you return products in a manner that does not comply with this Return policy, By Matthew reserves the right to refuse the return or reduce the refund amount accordingly, in accordance with applicable law.
For orders that included a free promotional product, the promotional product must also be returned.
Returns are usually processed within 3 business days after the parcel is delivered to the designated return facility. Once the process has been completed, you will receive a confirmation email containing details of the refund amount.
The refund will be issued using the same payment method used when placing the order unless you expressly agree to another solution.
Depending on your payment provider or bank, it may take 7–10 business days for the refund to be credited.
By Matthew reserves the right to monitor return activity and refuse returns in cases of abuse or activity that does not comply with this Return policy.
The return procedure below applies to eligible returns for orders delivered within the European Union.
How to make a return
Please contact us to receive the correct return address and further instructions. The return address may vary depending on where your order was fulfilled.
Contacting us before sending the parcel is required to ensure that it is sent to the correct return facility.
1. Prepare order confirmation
Print the order confirmation email you received and clearly mark the products you are returning.
The printed order confirmation must be included inside the return parcel.
2. Pack the parcel
Pack the returned products in suitable packaging to ensure that they are properly protected during transit.
The parcel must include a printed copy of your order confirmation email with the returned products clearly marked.
If you no longer have access to your order confirmation email or are unable to print it, please contact us before sending the parcel. We will provide the information required to identify your return correctly.
3. Ship the parcel
The Customer is responsible for the cost of return shipping.
The parcel must be sent to the return address provided to you by By Matthew. Please do not send the parcel to the sender’s address shown on the original shipment or to any other address without first contacting us.
Once the parcel has been received and inspected, we will issue the refund in accordance with this Returns Policy.
Return and refund status
If you recently returned your order, the parcel may still be on its way to the designated return facility.
Returns are usually processed within 3 business days after they are received.
Once your return has been processed, you will receive a confirmation email containing details of your refund.
The refund will be issued using the same payment method used for the purchase unless you expressly agree to another solution.
Depending on your payment provider or bank, it may take 7–10 business days for the refund to be credited.
If you have any questions about the status of your return or refund, please contact us.
Right of withdrawal
For eligible orders delivered within the European Union, you have the right to withdraw from the contract within 14 days of receiving your order, in accordance with applicable law.
To exercise your right of withdrawal, select the “CONTRACT WITHDRAWAL” button at the bottom of this page and complete the form.
After submitting the form, you will receive the correct return address and further instructions. The return address may vary depending on where your order was fulfilled.
Return the product at your own expense to the address provided to you by By Matthew.
The parcel must include a printed copy of your order confirmation email with the returned products clearly marked. This will allow us to identify the return efficiently and process it more quickly.
If you no longer have access to your order confirmation email or are unable to print it, please contact us before sending the parcel. We will provide the information required to identify your return correctly.
The product must be returned in a condition that allows its nature, characteristics, and functioning to be assessed in accordance with applicable law.
Once the parcel has been received and inspected, we will refund the amount due in accordance with applicable law.
The refund will be issued using the same payment method used for the purchase unless you expressly agree to another solution.