Frequently Asked Questions
Shipping & Delivery
Where do you ship?
We ship in the US. Shipping fees and delivery times vary by location and will be calculated at checkout.
How long will it take to receive my order?
Orders are processed within 3–5 business days. Delivery times depend on your location and the selected shipping method.
Can I track my order?
Yes, once your order is shipped, you’ll receive a tracking number via email.
Returns & Exchanges
What is your return policy?
Returns are accepted for unused, non-personalized items in their original condition and with tags attached within 14 days of delivery.
How do I start a return or exchange?
Contact us at hello@matchi-matchi.com with your order number and reason for return. We’ll provide further instructions.
Who covers return shipping costs?
Customers are responsible for return shipping costs unless the item is defective or incorrect.
Orders & Payment
What payment methods do you accept?
We accept major credit cards, PayPal and other secure payment methods available at checkout.
Can I change or cancel my order after placing it?
Orders can only be modified or canceled within 12 hours of purchase. Contact us immediately for assistance.
Will I receive an order confirmation?
Yes, you’ll receive an email confirmation with your order details right after completing your purchase.
Product Information
How do I choose the right size?
Our sizing is based on standard U.S. size charts, so we recommend selecting the size you typically wear. If you’re between sizes, we recommend choosing the larger size.
Are your products ethically made?
Our products are made by suppliers who uphold the ethical standards we deeply value. Whether they’re based in France, Portugal, or China, our founder maintains direct contact with them and even joins production sessions via FaceTime to oversee the process!
Are the balaclavas and other handmade items available year-round?
Due to their artisanal nature, they are produced in limited quantities. Pre-orders are available when stock runs low. Feel free to reach out to us for a custom order!
Other Questions
Do you offer gift cards?
Not yet, but stay tuned! We’re working on adding this feature soon.
How can I contact customer service?
Reach out to us via email at hello@matchi-matchi.com.
Do you offer discounts for bulk or group purchases?
For bulk orders or collaborations, please contact us directly to discuss options.
Have any more questions? Get in touch!