Returns, Refunds, and Exchanges
If there is an issue with your order we will offer a refund, exchange or replacement on goods returned to us within fourteen (14) days of your receipt of goods, provided they are in their original and unused condition: we cannot accept returns or refund items that have been opened, sprayed and/or used, even if only once.
If the above is met, follow the steps outlined below to begin processing your return, refund, or exchange at MATTEO PARFUMS® :
1. Please e-mail our customer services team at firstname.lastname@example.org with your Order #.
2. In your email indicate whether you would like a refund, return, or exchange, and the reason for the action. Remember, that in order for the refund, return, or exchange, to be accepted, goods must be returned within fourteen (14) days of your receipt of goods, and must be in their original and unused condition. All products will be inspected and your refund, return, or exchange will be processed upon the findings. Note: Our Discovery sizes (e8ml / 0.25 fl oz) are not eligible for refunds, returns, or exchanges.
3. You will receive an email with an address where your package can be sent and processed. MATTEO PARFUMS recommends shipping returned merchandise via UPS or insured Parcel Post for tracking purposes and to ensure timely delivery.
MATTEO PARFUMS will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled.
Please retain your recorded delivery receipt as proof of postage.
Refunds, returns, or exchanges will not be offered on any altered, damaged or used goods. Please allow up to thirty (30) working days for your refund, return, or exchange to be processed. Refunds will be provided via the same method of payment used to make the original purchase. Delivery charges are not refunded. MATTEO PARFUMS reserves the right to refuse refund of any merchandise that does not meet the above requirements.
When can I expect my package?
MATTEO PARFUMS is a small fragrance house, we handle every single operation by hand and as an intimate team. We thank you for your patience, support, and understanding with us as a startup.
With this considered, please allow:
Order Processing: 2-5 business days
Shipping: 3-5 business days
* these are estimated times after you receive your shipping confirmation number.
We are currently pausing all international shipments due to high shipping costs. We are developing a solution to eliminate this problem, so anyone from anywhere can enjoy our products. We will inform our audience when international shipments are no longer paused. Thank you for understanding.
Is overnight or expedited shipping available?
Unfortunately, fragrances are flammable and therefore have delivery restrictions. Due to air transport restrictions and regulations with flammable items, our products are required by the U.S. Department of Transportation to be shipped by Standard Ground Shipping only. Ultimately meaning, we are not able to provide Expedited/Premium or Overnight Shipping.
Can I get free samples?
At this time MATTEO PARFUMS does not provide samples to the general public. However, we do intend to change this in the near future.
My package was damaged by time I received it! Can I get a refund?
Please refer to the Refunds, Returns, and Exchanges FAQ for full process details and conditions.
How can I pay?
Currently our Shop only accepts payment through PayPal — though customers do not need to create a PayPal account! — which accepts Visa, MasterCard, American Express, and Discover
Out of Stock / Sold Out
MATTEO PARFUMS makes every effort to keep a sufficient stock of our products. However, at times you will notice an item is either "Sold Out" or "Out of Stock." We are an intimate team that formulates, bottles, and packages everything by hand which takes time. You may notice delays in item availability for this reason alone. If one of our products is "Sold Out" or "Out of Stock" you will be notified either directly on the Shop page or via email as well as informed of when it is back in stock. Feel free to reach out to us at email@example.com regarding product(s) availability dates.