Returns

Thanks for visiting our website.  Please ensure you read the following returns policy in its entirety before placing an order.

At Matcham & Mary we put every effort into ensuring our customers have the best possible shopping experience on our site.  With this in mind we have gone to great lengths to provide as much relevant information to help you determine the appropriately sized products for you.  Please refer to our size guide before proceeding with any order.

By the fact we are a startup, print on demand business means exactly that, we do not hold inventory, we print products as and when we receive orders.  Simply put, we are not amazon and as such, we cannot sustain customers purchasing selections of garments in multiple sizes and colours with the thinking they will return all the pieces that don’t fit.  Using this approach ultimately means you will have to return something no matter what, which is inconvenient and means there is a higher likelihood of clothes being discarded - often to landfill or destroyed due to high processing costs which we are actively trying to avoid.  With this in mind please refer to our size guide before ordering and only order the garments you want in the recommended size or a size above.  As a company we have decided to ignore suggestions to adopt a strict no-returns policy and have decided to trust our customers and hope they honour our wishes and take the extra time to ensure you ‘order only what you expect to keep’ and avoid this process known as bracketing.

[include text to decline returns | refunds for customers who don’t abide by this]

As long as our customers honour the above request we will continue to offer our 30-day return policy, please see below for the details;

What do I do if the product is faulty

Thank you for choosing to purchase from Matcham & Mary.  We work hard to ensure the accuracy of every order that is shipped out to our customers.  Whilst rare, mistakes do occasionally happen so please inspect your order upon receipt and contact us right away if you have received your order and there is damage, misprint or a fault with any items.  Simply email enquiries@matchamandmary.com and include a photo and description of the fault, so that we may evaluate the issue and we’ll arrange a replacement or refund.  

Product faults reported 30 days after dispatch can only be replaced and not refunded.

Every product in our store is printed to order and we hope that you are happy with your purchase from us but understand if you need to return your item.  

Any ‘non-personalised’ items being returned such as t-shirts, hoodies must be in the same condition as you received it.  It must be unworn, unwashed, in new condition with any tags included, folded up and sent back in the original packaging.  If the item is not in its original condition, is damaged or missing parts for reasons not due to our error will not be refunded.

In order to get the right items to you as quickly as possible, simply return the original item with a receipt or proof of purchase for a refund and please re-order the new item from our website.

However, due to the nature of our business and the products we sell, several types of products are exempt from being returned. Personalised merchandise cannot be returned or exchanged because we can not reuse these products so please refer to our size guide carefully before ordering. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.  Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not the United Kingdom, shipping your goods may take longer than expected.

Shipping cost will not be refunded.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

You can always contact us for any return questions at returns@matchamandmary.com.

Will I be charged to return

We offer a free returns service for customers within the UK.  Please read Not sure on the item and need to return it’ above for full details.

We currently don't offer free returns outside of the UK, so return postage will need to be covered by yourself.  We recommend using a tracked service for your own security, with delivery confirmation.  Please note that products are your responsibility until they have reached us with confirmed arrival.

• Please include your order number, contact details and any relevant information in the parcel.
• When filling in customs information, please ensure goods are marked as 'Returned Goods' with the product description, and the box ticked for 'Return Goods'.  If this is not entered correctly, the parcel will be returned to you by Customs Control.

Return Address:

Matcham & Mary

Full Address to be added 

How do I exchange my item?

If you wish to exchange something in your order please re-order the new item, and return the original to us for a refund. If you need assistance, please contact returns@matchamandmary.com and our team will be happy to advise.

Unfortunately we do not yet offer an exchange service for international customers. If you are based outside of the UK and wish to exchange something in your order please re-order the new item, and return the original to us for a refund.

How long will the refund/exchange process take

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  Postage costs are non-refundable.

Due to Royal Mail strike action your return might take longer than expected to arrive back with us. Our team will be working hard to process your return as fast as we can once it is back with us.

We are really sorry for any inconvenience caused by the delay.

If more than 10 business days have passed since we’ve approved your return, please contact us at info@matchamandmary.com.

Sale items

Only regular priced items may be refunded, unfortunately sale items or gift cards cannot be refunded/exchanged.

 If you have received an item from Matcham & Mary as a gift, you may return it for a credit note so long as it is not personalised. Please reach out to returns@matchamandmary.com and the Team will resolve this for you.

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.

[European Union 3 day cooling off period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.]