Return policy

  • The items purchased in Matluxe are custom-made, and there is no stock for them, so there is no return or exchange on any items.
  • The items purchased in Matluxe will be on hold for 48 hours after payment submitted for any cancellation. After 48 hours, the order will process and finalized, and there is no way to cancel it. To initiate a cancellation, submit your request via a cancellation form.
  • Please inspect your items upon delivery, in the event of missing parts or damages which may have occurred in shipping, Matluxe will replace any missing parts or damages accord due to shipping at no charge.
  • Any such damages or missing parts must be reported to Matluxe in writing accompanied with pictures of damaged parts and boxes. All requests or concerns should be sent to info@matluxe.com. Please include the information below:
    • The damages or missing parts details
    • Your order number (you can find this in your order confirmation email)
    • Your phone number
It is required by the customer to take pictures of the boxes at the time of delivery, and should there be any damages to the boxes, such damages are noted on the delivery document. Additionally, pictures of damages are required prior to removing the merchandise out of the boxes.
Once we review your request, we will contact you with further instructions.
  • Please note as the products are hand-made and made from natural materials, the final colors and finishes may vary slightly from images shown due to monitor and screen resolutions and settings.

 

Should may have the further technical and general information, please see our FAQs page.