Frequently Asked Questions
Sustainability
What is Organic Cotton?
Organic Cotton uses 87% less water than conventionally grown cotton and emits 45% less greenhouse gases. Conventional cotton is also notorious for using more pesticides than any other crop in the world. The use of these chemicals has led to the hospitalization of up to 1 million farmworkers every year. That’s some dirty talk we absolutely cannot get behind. By using Organic Cotton, we keep the people we work with and the products we sell safe. Better for your body and better for the earth.
What are low-impact dyes?
Low-impact dyes are known to be more eco-friendly as they do not use toxic chemicals. Also, they have a higher absorption rate, which means they require less water. Typical clothing manufacturing uses over 8,000 synthetic chemicals. Many of these chemicals are known to be carcinogenic and hazardous to our health. We believe that what you put on your skin matters.
Do you use natural dyes?
We currently use low-impact dyes that are considered synthetic. We believe that low-impact dyes are the most resourceful option at this time. We plan to do small batches of natural dyes in the near future.
Where is your product made?
All of our factories are located within 10 miles of our Headquarters in Los Angeles. Our main factory is only 4 miles away, which means we are able to check in on a weekly if not daily basis. We are proud to have a low carbon footprint.
Are your factories fair trade certified and ethical?
Our factories are not certified but meet fair trade criteria. California labor laws are always enforced. Ethical manufacturing is a top priority for us.
What materials do you use to ship your orders?
Online orders are shipped with recycled paper mailers and boxes that are recyclable and made in Los Angeles. Your garment will arrive wrapped in recycled tissue paper and a recyclable hangtag attached. We do not ship any branded materials other than the order confirmation in order to reduce our single-use waste.
Do you use a polybag?
No, in order to reduce our single use waste, we do not wrap MATE items in individual polybags. Instead, we use recycled tissue paper - your orders are shipped in 100% recyclable packaging.
What kind of thread do you use?
Not many people think of this but polyester thread is very common as it is cheap and durable. We make sure to use cotton thread for sewing, and hope to use Organic cotton thread in the near future.
Is your product vegan?
Yes, no animals were harmed here! We use natural, plant-based fabrics.
Is your office eco-friendly?
Yes. As a team, we try our best to reduce our environmental footprint. We opt for eco-friendly office supplies and avoid plastic when possible. We compost our food scraps through LA Compost and make recycling a priority. We are proud to have stand up desks made from sustainably harvested bamboo and scrap wood fibers. Our bathroom is stocked with organic tampons, eco toilet paper and earth-friendly soap. When we need to crack open a cold brew or kombucha, we make sure they are in glass bottles.
Our Products & Sizing
How does your sizing run?
To find out how an item fits, consult our size guide and fit notes on all of our product pages. Most of our product has a relaxed fit, because who doesn’t love comfort? If you need additional help, please email us at care@matethelabel.com
Explain your price point?
At MATE, we believe that profit, values and sustainability can co-exist. We continue to strive to offer the most affordable price point possible, while maintaining a profitable business and without compromising our values. When you purchase from MATE, you are supporting a healthier and cleaner eco-system. Thank you!
How do I care for my garment?
Please reference our fabric portfolio page for care instructions per fabrication
What sizes do you offer?
We currently offer sizes XS - 3X.
Will you be offering more inclusive sizing in the future?
We are proud to now offer 1X-3X sizing in some of our Essential styles and colors found here.
Where is your product made?
All of our factories are located within 10 miles of our Headquarters in Los Angeles. Our main factory is only 4 miles away, which means we are able to check in on a weekly if not daily basis. We are proud to have a low carbon footprint
What is Organic Cotton?
Organic Cotton uses 87% less water than conventionally grown cotton and emits 45% less greenhouse gases. Conventional cotton is also notorious for using more pesticides than any other crop in the world. The use of these chemicals has led to the hospitalization of up to 1 million farmworkers every year. That’s some dirty talk we absolutely cannot get behind. By using Organic Cotton, we keep the people we work with and the products we sell safe. Better for your body and better for the earth.
What are low-impact dyes?
Low-impact dyes are known to be more eco-friendly as they do not use toxic chemicals. Also, they have a higher absorption rate, which means they require less water. Typical clothing manufacturing uses over 8,000 synthetic chemicals. Many of these chemicals are known to be carcinogenic and hazardous to our health. We believe that what you put on your skin matters.
How often do you restock products?
We do our best to work with our factories to restock products as quickly as possible. We aim to keep our classic colors in-stock year round and new colors that we introduce each season are not guaranteed to be restocked. As a sustainable brand with a small team, we focus on quality over quantity — maintaining our ethical supply chain & clean material standards is our number one priority and we will never jeopardize these values to mass produce clothing fast. That’s something we are very proud of!
You can sign up to be the first to know when products are back in stock -- just select your size and color on a product page and enter your email address to join the waitlist. We’ll email you as soon as it is restocked!
Orders & Returns
How long will it take to receive a response to my email?
We try our best to respond to emails within 1-2 business days!
How long will it take for my order to ship?
Orders are processed within 2-3 days, excluding holidays & weekends. For your convenience, we’ll send you an email with a tracking number that you can use to track your order. Once processed, your order will be delivered within 2-6 business days depending on your shipping address and chosen shipping service. All orders ship from our warehouse located in Southern California.
COVID-19 Update: We have seen frequent shipping carrier delays after packages leave our warehouse. Please allow up to 10 business days to receive your order if you see any delays with tracking, and feel free to reach out to us if you still haven't received your package by then.
Do you offer free shipping and returns?
For U.S. orders, we offer free standard shipping via USPS on orders over $50, woohoo! If you prefer to receive your package via UPS, please note that we charge $7 for standard UPS shipping and this option can be selected at checkout. Expedited options are also available at checkout for a fee. For returns, $5 is deducted from your refund for the cost of the return shipping label. International shipping is $25 via Passport or carrier calculated cost via FedEx. For international orders over $250 shipping is free. We do not cover the return shipping cost of international orders.
I’m not in love with my order, how can I make a return?
We want our customers to be 100% satisfied with their purchase. If this is not the case, please visit https://matethelabel.returnly.com/ to begin the return process. We gladly accept returns or exchanges within 45 days of purchase as long as they are in original condition (unworn, unwashed and with tags). Please note, your order has to be fulfilled and delivered in order to begin the return or exchange process in our system.
How do exchanges work?
Need a different size? No prob! Please visit https://matethelabel.returnly.com/ to complete an exchange. If you would like to exchange for a different color or style, please visit the same link and go through the process of returning the original item, and you will be automatically emailed an Instant Credit for your return. You can then use that credit to purchase the new item of your choosing!
Do you ship internationally?
Yes, we do. The shipping cost for international orders is $25 via Passport or carrier calculated cost via FedEx. Customers are responsible for applicable duties and taxes. We do not cover the cost of returns for international orders. Please ship back your return to the address below and email care@matethelabel.com a valid tracking #. Once received your return will be processed within 5-7 business days.
MATE The Label
912 E. 3rd Street #303
Los Angeles, CA 90013
Please note- Shipping to the United Kingdom has been temporarily paused due to Brexit regulations.
What if I need to change my order?
Once an order is placed, we are unable to make any changes to the items in your order. If you see an error in your shipping address, please email us at care@matethelabel.com as quickly as possible, we will do our best to update the shipping address before the order is processed.
USPS tracking is showing that my package has been delivered, but it’s nowhere to be found! SOS!
Don’t panic! Sometimes USPS prematurely lists a package as delivered. We recommend taking a peek at your order confirmation to ensure that the shipping address looks correct and checking in with neighbors to make sure they didn’t accidentally snag your package, if possible. If your package doesn’t arrive after 3 business days, please contact the carrier to file a claim. Please note that if you chose to opt of insurance with Route at checkout, MATE is not responsible for lost or stolen packages at this time.
The item I want is out of stock, what do I do?
We recommend signing up for the “waitlist” for that style. We will send you an email once the item you are looking for becomes available. For specific inquiries, please contact care@matethelabel.com.
Having issues with international tracking numbers?
Once your order has been fulfilled, you will receive an email from us containing your tracking information.
For orders shipped via Passport you can track your shipment here - https://passportshipping.com/track.
For orders shipped via FedEx you can track your shipment here - https://www.fedex.com/en-us/home.html
Will I be able to return items purchased with my 10% off welcome code?
Yep! You will be able to return/exchange items purchased with the welcome code.
I am a few days past the return policy, what do I do?
Please contact care@matethelabel.com and we’ll try our best to accommodate your return
How long will it take for my refund to be processed?
Once we receive your return, please allow 7-10 business days for the return to be processed.
I need to cancel my order! What should I do?
Please email care@matethelabel.com ASAP! If your order has not been shipped already, we will do our best to cancel it.
What is Route package protection?
MATE is proud to partner with Route, the leader in package protection. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never arrives or is damaged upon delivery, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout. Route is not the shipping carrier; packages will continue to be delivered by USPS, UPS, FedEx or Passport International depending on which option you selected at checkout.
*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
Do I have to download an app to utilize Route's insurance protection services?
Nope! While you can file a claim with Route through the mobile app on iOS or Android, claims can also be filed through the email you receive from Route after placing your order, or by going to claims.route.com on desktop.
Why was I charged for Route package protection?
By default, package protection will be added to your order unless you opt out at checkout. After you fill out your shipping information, there is an option to remove Route from your order before you proceed to the payment portion of the checkout process. If you accidentally opted in, reach out to us at care@matethelabel.com and we'll remove the protection from your order. Do note that by opting out of package protection, MATE is not responsible for any damaged, lost or stolen packages.
For orders up to $100, package protection costs $0.98. For orders over $0.98, package protection costs 2% of your overall order value.
Do you offer gift cards?
We sure do! Our gift cards come in the form of e-Gift cards which are sent via email to whoever you wish to send them to! Gift cards can be purchased here, and are available for $50, $100, $150, $200 or $500. Our gift cards can also be customized with a gift note and can be sent out immediately or scheduled to send at later date of your choosing. Your selected payment method at checkout will be charged at the time of purchase, and all e-Gift cards are final sale and non-refundable. e-Gift cards cannot be used to purchase other e-Gift cards. e-Gift cards can be used as a payment method at checkout by applying the e-Gift card code at checkout. e-Gift cards cannot be retroactively applied to orders once they have been placed.
How can I check my current gift card balance?
Enter your gift card code here to see your outstanding balance.
Do you offer gift wrap?
Yes! For $5, you can add gift wrap and a gift note to your order. This option can be selected in your shopping cart before you enter the checkout process. Be sure to include a note if you wish to send one to your recipient! Gift notes can be up to 100 characters long and will be printed on a postcard and included in the package. All items in your package will be pre-wrapped, sealed with a sticker and ready to send off to your lucky recipient! All of our gift wrap packaging is compostable and recyclable and printed with vegetable-based ink. Gift wrap is final sale and non-refundable. All of our orders come with packing slips that omit prices.
Payments
I placed an order earlier this week, and now my items are on sale! Do you offer price adjustments?
Sorry, MATE! We are unable to offer price adjustments. MATE produces in small batches, so buying early ensures you receive your favorite MATE pieces before they sell out!
What is Afterpay?
Afterpay is a service that offers you the ability to make purchases now and pay for them in four equal installments, due every two weeks, without any interest.
How do I use Afterpay?
Just shop matethelabel.com and checkout as usual. At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you’ve used Afterpay before, just log into your Afterpay account. Then complete your order -- it’s that easy
How does the Afterpay payment schedule work?
Customers are required to make their first payment at the time of purchase. The remaining three payments are due every 2 weeks in equal installments and will be drawn from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early.
You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.
What methods of payment do you accept?
We accept all major credit cards. We do not accept personal checks, prepaid debit cards, or money orders.
Will I be charged Sales Tax?
Sales tax is dependent upon where you live and the items you purchase. All tax estimates will be messaged at checkout.
Promotions & Influencers
How often do you send emails?
We get it, inboxes can be overwhelming. We do our best to keep our emails purposeful, but if they’re too much for you, you are able to unsubscribe from our emails at any time by clicking “unsubscribe” or by contacting us at care@matethelabel.com.
Do you have a Referral Program?
Coming soon, subscribe to our emails to be notified
Can I combine Promotion Codes?
Our system only accepts one promo code at a time. May the best code win…
What if my Promotion Code is expired?
Unfortunately, we can’t honor expired promotion codes, but for first access to any upcoming promotions, subscribe to our emails
I would love to promote your clothing, who do I contact?
Please email community@matethelabel.com with your instagram handle, location and why you are into sustainability. Please note that we will get back to you if it’s a good fit.
Do you have an ambassador program?
Yes! We're excited to have launched our Dress Clean Advocate Program and can't wait to meet you. Complete this brief survey to apply! Applications are accepted on a rolling basis and we’ll reach out if yours is accepted.
Do you offer a discount for essential workers?
We love our MATEs, especially all of you who devote your lives to building a brighter, healthier future for all of us. We've developed a discount program for teachers, first responders, & medical professionals like doctors, nurses, and hospital staff as our way of saying - Thank you! Send an email care@matethelabel.com with subject line "Essential Worker Discount" and proof of eligibility attached. Please include name, email address, school email address (if applicable), organization name, & zip code.
Once verified by our team, you will receive a unique discount code valid for a one time use. This offer expires on March 31, 2020 at 11:59pm PST.
Other
OMG, do you private label?
Nope, sorry not at this time. If you’re interested in collaborating with MATE, please email community@matethelabel.com
Is MATE hiring?
Please check out our careers page for current listings. We’re always open to hearing from passionate and talented individuals. Email your resume and cover letter to careers@matethelabel.com. We’ll reach out if it’s a good fit.