Once an order has been placed, it immediately enters our streamlined fulfillment process to ensure prompt delivery. This efficiency means that we are unable to cancel or make modifications to the order content, shipping address, or payment information after the order has been confirmed.
We know that life can be full of surprises, plans changes, and mistakes are made. If you find yourself in a situation where you need to modify or cancel your order, please reach out to us immediately.
Our dedicated customer service team is here to assist you, providing guidance and exploring alternative options whenever possible.
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.
For international orders, carrier rates are applied at checkout.
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.
All orders placed before 7am PST Monday through Friday are processed and shipped within three business days of their order date from Los Angeles, California. Fulfillment may be delayed during high-volume sales periods. Matisse is not responsible for shipping carrier delays and cannot refund express shipping charges on orders are that have met the fulfillment deadline. Please keep this in mind when selecting express shipping at checkout.
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
Standard Return Policy
We offer free returns and exchanges for all U.S. orders within 30 days of the shipping date. Any returns or exchanges after this period will not be accepted. Items must be returned unworn and in their original packaging. Returns are subject to denial if they do not meet these standards.
Holiday Return Policy
U.S. orders placed between November 12th and December 25th will have an extended 60 day return period beginning the date your order was shipped. Please see the Standard Return Policy for item eligibility.
International Return Policy
Returns will be accepted, however, the customer will be responsible for all shipping charges that apply. Please note that duties, fees & taxes are non-refundable. Please contact firstname.lastname@example.org for international returns.
Unfortunately, we are unable to accommodate onsite returns or exchanges at this time. If you need to make a return or exchange for a different size, please visit our online return center.
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.
Worn or otherwise used merchandise.
Earrings, body jewelry, hair accessories, and socks.
Original shipping costs.
Route shipping insurance.
Print out the packing slip and the prepaid shipping label provided after submitting your return.
Pack your items in an exterior box along with the packing slip. Returns sent back without original packaging or received with damaged original packaging are subject to a $5 restocking fee which will be deducted from the refund amount.
Drop your return in the mail within 14 days of when the return was submitted.
Remember to save 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.
We guarantee our products against manufacturing defects, which are typically characterized by visible flaws or markings that deviate from what you'd expect in a new, unworn item. Please understand that normal wear and tear or personal fit preferences are not considered damage or defects.
How to Handle a Potential Defect:
If you believe your merchandise has a manufacturing defect, we're here to help. Please visit our return center and start the return process within 7 business days from the date of delivery. This allows us to promptly assess and address any concerns.
To maintain the fairness and efficiency of our policy, we cannot accommodate returns or exchanges for orders marked as delivered beyond the 7 business days window. We appreciate your understanding in this matter.
If you have any questions or need assistance with your return, please don't hesitate to contact us. Your satisfaction is important to us, and we're here to assist you throughout the process.
If wanting to exchange for a different size or style, we offer instant exchanges to ensure the item(s) do not go out-of-stock. Instant exchanges require a $1 authorization to place the exchange order immediately. You will only be charged for the exchange order if you do not return the original order within 14 days.
If you would like to refrain from using the Instant Exchange feature, you can submit a normal exchange without the $1 authorization and your new order will be placed once your return is in-transit to our warehouse.
Not wanting to wait for your refund before you keep shopping at Matisse? Shop Now lets you shop your favorite styles with the credit from your return with a 10% bonus!
If you spent less than you did on your original order, the Shop Now bonus is removed from the new order and any remaining funds are refunded to the original payment method.
If you used a discount on your order, your credit will reflect the price you paid rather than the value of the item. In order to keep your discount in place, please move through our exchange process rather than selecting a new item through the Shop Now feature.
After submitting a return for a refund and if your return is eligible, you will be presented the Shop Later + Bonus Credit offer on the return status page. By accepting this offer, you will convert your full refund to store credit + a 10% bonus to use later, or exchange for a new product via Shop Now.
If exchanging for a new product via Shop Now and you spent less than you did on your original order, the Shop Now bonus will be removed from the new order and any remaining funds will be refunded to the original payment method.
Forever! Store credit in the form of gift cards never expire.
If your exchange order cannot be fulfilled due to an out-of-stock item, you will receive an email notification and a refund will be issued to the original method of payment.
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.
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 firstname.lastname@example.org for non-continental U.S. and international returns. Please note that duties, fees & taxes are non-refundable.