At Mateeno, we want you to be completely satisfied with your purchase. If an item isn’t quite right, our return process is designed to be simple and professional.

1. Choose Your Return Option

When returning an item, please specify your preferred option inside your return parcel:

Option A: 105% Store Credit (Recommended)  
Receive your refund as store credit plus an extra 5% bonus added to your total. This credit does not expire and can be used on any future purchase.

Option B: Direct Exchange  
Let us know which size or style you would prefer, and we will process an exchange for you.

Option C: Standard Refund  
Receive a refund to your original payment method.

2. Return Conditions

To be eligible for a return, items must meet the following conditions:

Timeframe: Items must be sent back within 14 days of receiving your order.

Condition: Items must be unworn, unwashed, and returned in their original packaging with all tags attached.  

Quality Control: Items must be free from makeup, perfume, deodorant, or any signs of wear or tampering.  

Exclusions: For hygiene reasons, jewellery and sunglasses are non-returnable. Items sold at cost price or within the sale category are also final sale and cannot be refunded.

3. Handling & Restocking

A £3.99 handling fee applies to all returns.

This fee allows our team to professionally steam, inspect, and carefully repackage each item to ensure every customer receives their order in perfect condition.

4. How to Return

Please follow these steps to return your item:

1. Prepare your parcel: Place the item(s) in their original packaging.  

2. Include your paperwork: Add a printed copy of your order confirmation email along with a note stating the reason for return and your chosen option (refund, exchange, or 105% store credit).  

3. Send your return to the following address:

MATEENO  
2 Boston Grove  
Slough  
SL1 3EQ  
United Kingdom  

4. Use a tracked service: Returns must be sent using a tracked and signed delivery service. Please keep your proof of postage, as Mateeno is not responsible for items lost in transit.