Shipping policy
Delivery
Upon placing your order with Matassa Hair, you will receive a confirmation email followed by a
separate email confirming the dispatch of your order. This dispatch email will contain your tracking
number for your convenience in monitoring your shipment. Due to the customization process,
please allow up to 15 working days for order processing. Should your order exceed this timeframe,
you will receive a full reimbursement. Typically, dispatched orders should arrive within 2-3 working
days. For any delivery issues, kindly contact the delivery company directly as we cannot be held
responsible once the order has been shipped. However, if your order is lost or stolen, please reach
out to us, and we will endeavor to assist you by liaising with the delivery company on your behalf.
Returns
You are eligible for a refund if your order surpasses the 15 working days processing period
designated for peak times and has not yet been shipped. However, such delays are rare as we
strive to expedite the packaging and shipping process. Returns are only accepted in the event of an
error on our part, such as receiving the wrong order. To qualify for a return, the package must be
returned in its original condition without any tampering. Failure to meet these conditions will result
in the rejection of the return. You may opt to exchange the item for your original order or receive a
full refund to your original payment method.
Order Cancellation
All sales are final, as our items are made to order and customization begins immediately upon
purchase. Therefore, cancellations or returns are not possible once the order is placed. By making
a purchase, you agree to this policy.
Shipping:
Europe UK and Northern Ireland:
Standard delivery within the EU aims to deliver within 3-5 working days after processing, usually
within 24-48 hours. This applies to ready-to-ship items only.
International:
Standard delivery for countries outside Europe is expected within 6-7 working days after
processing, usually within 24-48 hours. This applies to ready-to-ship items only.
Non-Ready-To-Ship Items:
For items not ready to ship, there is an additional processing duration of 7-14 days on top of the
delivery time. Ready-to-ship items are clearly indicated on the website. If unsure, please feel free
to contact us.
For any delivery issues, please contact the delivery company directly as we cannot be held
responsible once the order has been shipped. We are not liable for any lost or stolen orders during
transit or upon delivery.