FAQ
FAQ
The order confirmation will be sent immediately to the email address you provided when placing the order. If you are unsure whether your order has been registered, please contact customer service before placing a new order. This order confirmation also serves as your receipt and may be useful to save for any potential contact with our customer service.
Due to technical issues or other circumstances beyond Mateus' control, your order confirmation may be delayed or not received at all. If your order confirmation is delayed for more than 24 hours, we kindly ask you to contact our customer service.
If the product you're looking for is not in stock, you can enter your email address when clicking on "notify me" on the product page. You will then be notified when the product is back in stock.
It is not possible to make changes to a placed order. You have 30 days from the date of receipt to return your order if needed.
If you want to exchange an item or change its color, you can initiate a regular return for the item you have at home. Afterward, you can place a new order on the website for the desired color or product.
If you have a gift card code that you want to use, enter it at the checkout and click Apply. If you have any questions, you can contact our customer service. Note that it's not possible to add a code after the transaction is completed.
Mateus accepts a variety of payment methods, including some major credit cards and popular payment providers like Klarna.
You can find more information about Klarna here.
To offer a variety of payment options, we need to share your personal, contact, and order information with the respective payment service provider. We recommend reading our privacy policy. The use of this information is governed by applicable data protection laws and Klarna's privacy policy.
Once we have received and processed your return, a refund will be initiated to the same card/account used when placing your order. Your refund will be processed within 5-7 business days. If you have questions about your Klarna invoice, you can contact their customer service here.
For questions regarding returns, we refer you to our Returns & Exchanges policy.
If a product is damaged upon delivery, please contact customercare@mateuscollection.com within 5 business days. Provide your order number and send us a picture of the damaged product.
The standard delivery time, unless otherwise specified, is 1-3 business within Sweden and 2-5 business for countries outside of Sweden. Please note that this is only an estimate, and the delivery may arrive earlier or later than indicated.
We offer free shipping on orders over 1000 SEK / 1000 NOK / € 150. The available shipping methods are generated based on the postal code you provide at checkout. The shipping cost varies depending on the selected shipping option, as follows:
SWEDEN
Budbee home delivery: 79 SEK
DHL servicepoint: 59 SEK
NORWAY
DHL servicepoint: 79 NOK
DENMARK, FINLAND AND NETHERLANDS
Budbee home delivery: € 8
DHL servicepoint: € 6
GERMANY, AUSTRIA, SPAIN, PORTUGAL, ITALY AND FRANCE
DHL home delivery: € 10
DHL servicepoint: € 8
Please note that for unclaimed packages or failed deliveries, Mateus charges a fee of 250 SEK / 250 NOK / € 25
Norwegian VAT (25%) is included in the NOK price. Other charges, such as handling fees from the carrier, may apply.
We offer delivery Budbee and DHL.
Once you have placed your order, you will receive a shipping confirmation email with your tracking number. You can track the entire shipment process using your tracking number on the shipping providers tracking page.
If you are unable to pick up your package personally, the person collecting it on your behalf must bring both their own and the recipient’s identification to the pick up location.
For information on how long your package will be held at the location please contact your local DHL office.
If a product is damaged upon delivery, please contact customercare@mateuscollection.com within 5 business days. Include your order number and a photo of the damaged product.
Cookies are small text files stored on your hard drive when you visit websites. Mateus uses cookies for statistical purposes to enhance the website for users and provide statistics on how visitors use the site. Cookies are also used to save functional settings such as language. There are two types of cookies known as Permanent Cookies and Session Cookies, and these can be either first-party cookies or third-party cookies.