Return & Refund Policy

At Maette, we want you to feel confident about your purchase. If something isn’t quite right, you may be eligible to return your order under the conditions set out below.

This policy applies to customers in the United Kingdom and the United States.

What You Can Return

You may submit a return request within 30 days of the date your order is delivered. To be accepted, returned items must meet the following conditions:

•        Unworn, unused, and in their original condition

•        Complete with all original packaging, labels, and accessories

Items showing signs of wear, use, or damage that occurred after delivery may be refused. We accept returns for both faulty and non-faulty items, subject to these conditions.

Who Pays for Return Shipping

The cost of return shipping depends on the reason for your return.

If your order arrives damaged or faulty, or if you received the wrong item, Maette covers the full cost of return shipping and will make sure the problem is put right. Just let our team know within your return window and we’ll take it from there.

If you’re returning an item for a personal reason (the wrong size or colour, or simply a change of heart) you arrange and pay for the return shipment yourself. In these cases, any original shipping fees you paid are non-refundable.

Starting Your Return

Every return needs to be approved before you send anything back, packages returned without prior authorisation may not be accepted. Here’s how it works:

1.     Get in touch. Email us at info@maette.com with your order number and the reason for your return.

2.     Wait for approval. We’ll review your request and, if it’s approved, send you instructions on where and how to send your item.

3.     Pack it up. Repack the product securely in its original packaging, with all components included.

4.     Ship it back. Send your return following the instructions we provide. Unless we’ve told you otherwise, arranging the shipment is your responsibility.

How Refunds Work

Once your return reaches us, we’ll inspect it and email you our decision. If your return is approved, we’ll refund the original payment method. Depending on your bank or payment provider, refunds can take up to 14 business days to show up in your account.

Exchanges

Looking to swap an item for a different size, colour, or product? Contact us before sending anything back and we’ll walk you through the best way to do it.

Questions?

If anything about returns or refunds is unclear, we’re glad to help. Reach us at info@maette.com, or visit our FAQ page for more information.

Commercial information

  • Website name: Maette
  • Operated by: SJ ECOM LTD
  • Registered address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
  • Company number: 16862377

Contact

Business hours
Monday-Friday: 8:00 a.m.-8:00 p.m.
Saturday-Sunday: 8:00 a.m.-4:00 p.m.
We always strive to respond within 24 hours.