Refund 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 info@matissefootwear.com for international returns.
Items Not Eligible for Return or Exchange
- Items marked final sale.
- Worn or otherwise used merchandise.
- Gift cards.
- Earrings, body jewelry, hair accessories, and socks.
- Original shipping costs.
- Route package protection.
Defective Merchandise Policy
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.
If you believe your merchandise has a manufacturing defect, we're happy 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.
Important Note: 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.
Return Packing & Shipping
Items must be returned 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 was submitted. Remember to keep your tracking number. Please note, Matisse is not responsible for any orders sent back without a Matisse provided shipping label.
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.
Refund Processing Period
Returns have a processing period of up to 10 business days from the date it is received by our warehouse. You will receive an email notification when your return has been delivered to our warehouse and a second when your return has been processed and your refund has been issued. Refunds may only be issued to the original form of payment used to make the purchase. The time frame for when your refund will reflect in your account is determined by your card’s issuing bank.
Matisse Footwear
Attn: Returns Department
1550 E Franklin Ave
El Segundo, CA 90245
Phone: +1 (310) 640-1700
Email: info@matissefootwear.com