Unfortunately, no further changes can be made to your order once they have been placed including but not limited to removing and/or adding items to your order, combining orders or cancelling your order.
Please review all information carefully before placing your order, especially your shipping address information. If a mistake was made, please contact us and a customer service representative will try their best to assist you.
When you place your order, your form of payment will be authorized (not charged). This authorization ensures the funds for the order are available while your order prepares to ship. Once your order has shipped, your form of payment will be charged. If your order is cancelled for any reason, the authorization will automatically be removed from your account. The exact time frame for removal is determined by your card's issuing bank.
Items may be removed from or cancelled in full due to inventory becoming out of stock at the time of fulfillment. If this does occur, we will send you a cancellation notification or an updated order confirmation of the items still available to ship.
We accept orders with Mastercard, Visa, American Express, Discover, Amazon Pay, PayPal, Afterpay and Matisse Footwear gift cards.
If your credit card was declined, your information was entered incorrectly or there are issues with your card, please try a new payment method and contact your card's issuing bank for more information regarding the decline.
If you see multiple pending charges from us but never received an order confirmation, please note that these are authorizations allowed by your card's issuing bank to verify the funds are available. We do not charge cards until the order has been shipped and these authorizations will automatically be removed from your account. The exact time frame for removal is determined by your card's issuing bank.
Shipping & Delivery
We offer free ground shipping on all domestic orders over $75 before taxes within the continental US. Orders under $75 require a flat rate $10 shipping fee.
We ship Monday through Friday during our hours of operation from 8:00AM - 4:30PM PST. We do not ship on Saturdays, Sundays, or Holidays. We do not offer Saturday delivery.
Expedited orders must be placed by 7:00 AM PST to be shipped the same day. Expedited orders placed Saturday-Sunday will go out the following business day.
Orders are fulfilled and shipped from Los Angeles, CA. Depending your location, orders processed with standard ground shipping will take 5-7 business days to arrive. 2-Day will take two business days and Next Day will arrive the next business day. Overseas deliveries can take anywhere from 7-16 business days. Delivery details will be provided in your confirmation email.
We offer Los Angeles onsite pickup Monday - Friday 10:00AM - 2:00 PM PST. You can view more information about onsite pickup here.
Route Shipping Insurance
Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout and unlock full package protection and seamless resolution for order issues.
Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is calculated based on the subtotal of the order and the partnership between Route and the merchant
Route package protection covers lost,stolen, and damaged items that fit the following criteria. Review the policiesto understand what lost, stolen, and damaged items Route will cover here.
Note: Route refunds the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included.
Returns & Exchanges
We offer free returns and exchanges for all continental U.S. orders within 30 days of the shipping date. Any returns or exchanges after this period will not be accepted. Exchanges may be made for a different size only.
Non-Continental U.S. Returns
Returns will be accepted, however, the customer will be responsible for all shipping charges that apply. Please contact firstname.lastname@example.org for non-continental U.S. and international returns.
1. Items marked final sale. No exceptions. Please confirm your size and if you have any questions please email email@example.com to consult with a customer service representative before placing your order. No modifications can be made after your order is placed.
2. Worn or otherwise used merchandise.
3. Gift cards.
4. Earrings, body jewelry, hair accessories, and socks.
4. Original shipping costs which includes the $10 flat rate shipping fee.
5. Route shipping insurance.
Items must be returned in unworn condition with original packaging, and sent back in an exterior, protective box. Returns sent back without original packaging are subject to a $5 restocking fee which will be deducted from the refund amount.
The merchandise must be sent back within 14 days of when the return authorization was issued. Remember to keep your tracking number.
Please note, Matisse is not responsible for any orders sent back without a Matisse provided shipping label.
You will receive an email notification when your return is received in our warehouse. Returns are processed within ten business days of receipt. Your refund will be credited back to the original method of payment used to make the purchase once your return is processed and you will receive another email notification confirming the transaction. The time frame for when your refund will reflect in your account is determined by your card's issuing bank.
Matisse guarantees against manufacturer’s defects. Normal wear and tear or specific fit preferences do not qualify.
If you feel the merchandise is defective, contact us immediately by emailing firstname.lastname@example.org. Please provide your order number along with images of the defective item.
Matisse merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.
After submitting your return via theonline return portal, you may be offered an Instant Credit code. Not all orders will receive an Instant Credit code and may only be eligible to return for a refund.
If you are offered an Instant Credit code, you will see it next to the prepaid FedEx shipping label we provide at the end of the returns process. You are not obligated to use the Instant Credit code in lieu of a refund. If the Instant Credit code is still unused by the time your return is processed, we will issue your refund to the original payment method used for the order and deactivate the Instant Credit code.
If your order/items are eligible for Instant Credit, click ‘Add Instant Credit’ on the final page of the returns process to receive an immediate refund in the form of store credit. You can start shopping at once and select any item on MatisseFootwear.com. You’ll use your Instant Credit code at checkout, similar to a gift card. The Instant Credit amount will be for the amount of the items being returned (shipping costs and Route shipping insurance not included).
If you prefer a refund to your original form of payment, there is no obligation to use the Instant Credit code. Simply download the prepaid FedEx shipping label we provide you and send back your items within 14 days of initiating your return. Once our warehouse receives and processes your return, we will issue a refund to your original form of payment.
If you do not use all of your Instant Credit, the remaining balance will be refunded to your original form of payment once our warehouse receives and processes your returned item(s).
Some orders may not be eligible for Instant Credit. Instant credit is only available for
1. Original purchases.
2. Continental U.S. customers.
3. Customers who do not have any outstanding returns (returns that have not been received by our warehouse).
If you used a discount on your order, our returns system will show the price paid rather than the value of the item. In order to keep your discount in place, please move through our exchange process rather than using your Instant Credit to repurchase.
Afterpay is a third-party service that allows our customers to make purchases now and pay for them in four payments made every two weeks without any interest.
Simply shop matissefootwear.com and choose Afterpay as your payment method at checkout. You will be directed to the Afterpay website where you will be required to register and provide payment details or log into your Afterpay account. Afterpay accepts debit or credit cards, including Mastercard, Visa and American Express. Then all you have to do is complete your order - it's that easy!
Please note, all items in your shopping bag must be eligible for payment with Afterpay and the total amount due must be between $35 - $1000.
You are required to make your first Afterpay payment at the time of purchase. The remaining three payments are then automatically charged to your selected payment method every two weeks in installments. At any time, you can log into your Afterpay account to see your payment schedule and make a payment before the due date. Afterpay will then adjust the amount owed accordingly.
If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Click here for complete Afterpay terms.
Afterpay cannot be used on purchases of e-gift cards and the total amount due must be between $35 - $1000.
Orders placed using Afterpay payments are shipped like any order placed on matissefootwear.com and will be delivered in accordance with Matisse's shipping policy. Visit our Shipping + Delivery page for more information.
Returns and exchanges can be made in accordance with Matisse's return policy. Use our online return portal to initiate a return or exchange and to print a return label.
Please note, after making a return you are still responsible for any remaining Afterpay payments until we receive your return and process a refund. Refunds are processed within 10 business days from receipt and you will receive an email notification that your refund has been issued.
Matisse will refund your order and the refund will be directed to your Afterpay account. Afterpay will then refund the amount total you have paid and cancel any remaining installments.
For more information on refunds through Afterpay, please visit here.
For security purposes, Matisse does not have access to your Afterpay account. For assistance regarding your account, please contact the Afterpay toll-free customer support line at (855) 289-6014 or use the contact form found here.
Afterpay is only offered to our customers who have a U.S. billing address, U.S. shipping address, a U.S. Visa or Mastercard (credit or debit card), and a U.S. mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
Unfortunately not. Only discount code can be applied per order.
If you have purchased items that are now on sale, we will gladly offer you a one-time store credit for the difference of the item if you contact us within 7 days of the original date of purchase. Credits will be in the form of a one-time use discount code that must be redeemed in full on a future purchase of any regular priced item.
We do not offer price adjustments on shipping charges.
We are unable to offer price adjustments for temporary promotions or discounts. Promotions or discounts cannot be applied retroactively to orders placed before the promotion discount was activated.
Yes, we ship to most countries. Shipping costs will apply, and will be added at checkout.
Returns will be accepted, however, the customer will be responsible for all shipping charges that apply. Please contact email@example.com for non-continental U.S. and international returns. Please note that duties, fees & taxes are non-refundable.