Frequently Asked Questions

How long will it take to receive a response to my email?​​

Currently, we are experiencing a higher than usual volume of inquiries and our small but mighty team is working hard to get back to everyone in a timely manner. We usually expect to get back to you within 1-2 days but we are currently experiencing response times of up to 5 business days. We know this extra time can be frustrating and we sincerely appreciate your patience with us!

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.

Do you offer free shipping and returns?​​

We offer free shipping for U.S. orders over $200, woohoo! Unless you are processing an exchange, $9 is deducted from your refund for the cost of the return shipping label.

How long will it take for my order to ship?​ ​

Orders are processed and will leave our warehouse within 2-3 business days, excluding weekends and holidays. For your convenience, we will send you an email with a tracking number that you can use to follow your order's journey. Once processed, your order is expected to be delivered within 3-7 business days, depending on your shipping address. All orders ship from our warehouse in Southern California.

What if I need to change my order?​​

Once an order is placed, we cannot 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 accommodate an edit to the shipping address before the order is processed. We cannot guarantee that we can make changes or cancel your order once it has been placed. If your order is processed with the original address, the carrier may allow the recipient to request a change before the package is out for delivery. We encourage you to get in touch with them!

I need to cancel my order! What should I do?​ ​

Please email care@matethelabel.com as quickly as possible! If your order has not already been processed, we will do our best to cancel it. We cannot guarantee that we can make changes or cancel your order once it has been placed. If your order has been processed, you are more than welcome to place a new order or initiate an exchange here once you receive your order. MATE offers free exchanges and free standard shipping on all orders within the US over $200.

I placed an order earlier this week, and now my items are on sale! Do you offer price adjustments?

You are welcome to reach out to our Care Team for a price adjustment if you made a purchase in the last 14 days. Please note that items in the Sale Collection are final sale, so if you choose to do a price adjustment, those items will also be marked as final sale.

Having issues with international tracking numbers?​ 

Once your order has been fulfilled, you will receive an email containing your tracking information. You can track your order here If you are unable to track your package, please email care@matethelabel.com.

Tracking is showing that my package has been delivered, but it’s nowhere to be found! SOS!​ ​

Don’t panic! Sometimes carriers prematurely list 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 out of insurance with Route at checkout, MATE is not responsible for lost or stolen packages at this time.

What is Order Protection?

Order Protection covers your order for every major issue that can occur during shipping. Your order will be protected against loss, damage, theft, wrong items, defective items and missing items.

If something goes wrong during shipping, you can quickly file a claim in a few clicks. You'll receive a refund or reshipment if your claim is approved.

To protect your order, make sure Order Protection is toggled on in your cart.

How do I purchase Order Protection?

In your cart, there is a toggle to turn Order Protection on or off. Turn on Order Protection to have purchase protection for your order! If you have Order Protection turned on, you
will see it appear as a line item during checkout.

What does Order Protection cover?

Order Protection covers your order for loss, damage, theft, wrong items, defective items and missing items.

How do I file a claim with Order Protection?

Click here to file a claim

Please note that you’ll only be able to file a claim if you purchased Order Protection when placing your order. 

How long does it take for my claim to get resolved?

You’ll typically get a response within an hour, and most claims are resolved same
day. Order Protection has 24/7 support staff so you can expect responses and communication around the clock.

I didn’t add Order Protection to my order, but I need to make a claim.

If you chose not to purchase Order Protection at checkout, and you have an issue with your order, you’ll need to contact our customer care team. You can contact us at care@matethelabel.com

How long do I have to make a claim?

You can submit a claim up to 45 days from the date you placed your order.

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 $25, $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 a 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. Please allow up to one business day to receive gift cards.

How can I check my current gift card balance?​ ​

Enter your gift card code here to see your outstanding balance. If you are unable to see your store credit or gift card balance, please contact care@matethelabel.com.

Holiday Shipping
MATE the Label will be closed on Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, New Year's Eve, and New Years Day. Orders will not be shipped out during these days.

Domestic Shipping
We are happy to offer free shipping on all orders over $200 within the United States. For U.S. orders under $200, we offer $10 flat-rate shipping. Orders generally take 3-7 business days to arrive.

Orders are processed and will leave our warehouse within 2-3 business days, excluding holidays & weekends. Shipping times may vary, but we work our hardest to get you your order as quickly as possible.

Expedited Shipping

If you need your order a little quicker, we offer the following expedited shipping options:
Next Day - $35
2 Day - $25
3 Day - $15
Please note: all orders with expedited shipping must be placed by 10am PST in order to ship the same day. All orders with expedited shipping placed after 10am PST will be shipped the following business day.

All orders are issued tracking numbers once shipped. For any questions you may have regarding shipping, please contact us at care@matethelabel.com. We got you.

MATE is excited to extend our reach worldwide through our shipping partner, Global-e. Here are some common questions about international shipping:

How can I shop in my local currency?
You can conveniently browse and shop on our website in your local currency by selecting your country either in the pop-up window or at the bottom of our page using the country switcher.

What shipping options are available for international orders?
We offer express shipping via DHL. Cost is a flat rate depending on your location.

What are the processing and shipping times for international orders?
Processing time typically takes 2 to 3 business days, while shipping time ranges from 2 to 5 business days. Please note that orders may occasionally be held at customs, which could result in additional delays beyond our control.

How can I track my international order?
To track your international order, simply click here and provide your order number along with the email address used during purchase.

Will I be charged duties and taxes for international orders?
Yes, international orders may be subject to duties and taxes based on the order subtotal and shipment destination. Depending on your country, these fees may be included in the item price, at checkout, or payable upon arrival. By placing an international order, you agree to pay any applicable fees levied by your destination country at the time of purchase. We recommend contacting your local customs office for more information on duty and tax fees before making a purchase.

Can I return international orders?
Yes, we accept returns on items that are not marked as final sale, provided they are in their original condition (unworn, unwashed, and with tags). To initiate a return, please visit our international returns portal, where you'll receive a return slip via email. All returns must be postmarked within 45 days of your order date. Once your return is received and inspected at our warehouse, your refund will be issued within 10 business days to your original form of payment.

What about pre-orders?
Orders containing pre-order items will ship once all items on the order are available. If you wish to receive non pre-order items separately before the pre-order item becomes available, we recommend placing two separate orders. Thank you for your understanding.

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.

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 is your return and exchange policy?

We want our customers to be 100% satisfied with their purchase. If this is not the case, please visit our returns portal here to begin the return process. Just have your order number and shipping zip code in hand. You'll find your order number on your MATE order confirmation email. We gladly accept returns or exchanges on items that are not marked as final sale within 30 days of purchase as long as they are in original condition (unworn, unwashed, and with tags).

Do you offer free returns?

Unless you are processing an exchange or store credit, $9 is deducted from your refund back to your credit card for the cost of the return shipping label.

Will I be able to return items purchased with my welcome code?

Yep! You will be able to return/exchange items purchased with the welcome code.

How soon will I get my refund?

Returns are processed within 7-10 business days upon receipt of the package, but often sooner. We'll send you an email when your refund has been processed. Depending on your bank it can take 4-6 business days for the refund to appear in your account. Please contact your bank if your refund does not appear after it has been processed by MATE. You will receive a confirmation email once your refund has been processed.

What types of returns and exchanges do you offer?

We offer several flexible options for returns and exchanges to ensure you have a smooth and hassle-free experience. Here's a breakdown of each:

Instant Exchange: With Instant Exchange, you can quickly swap your item for another size, color, or style. You’ll get a new item shipped to you right away, so you don't have to wait. There will be a $1 hold on your credit card until your returned items are sent back. You will have 14 days to send back your return before your credit card is charged.

Exchange: Our standard exchange option allows you to swap your item for a different size, color, or style. Once your return is received and processed, we’ll ship out your replacement item.

Shop Now (Instant Credit): If you’ve changed your mind or found something else you’d like, the Shop Now option allows you to receive instant store credit for the value of your return. You can then immediately use that credit to shop for something new with an additional $15 bonus credit.
Store Credit: If you prefer more flexibility, you can opt for store credit. This allows you to return an item and receive store credit for the full amount, which can be used on a future purchase. We offer a $15 bonus credit with store credit. Store credit is processed once the returned items are received and inspected by our warehouse.

Are any items final sale?

If you paid for shipping or Route Protection Plan on your order, these will not be refunded in your return. All items marked "Final Sale", are ineligible for return. Exceptions will not be made for sizing, fit, or fabric issues. Our Customer Care team is happy to answer any questions you may have about a style prior to your purchase, as we understand that purchasing final sale items online can be a little tricky.

For quality assurance reasons, we do not accept returns on socks or intimate bottoms. However, we want you to love your purchase. If you have made a first time purchase of socks or intimate bottoms and you are not 100% satisfied, please reach out to care@matethelabel.com and we will do our best to assist you!

International Returns

Please visit our international returns portal to initiate a return. A return slip will be emailed to you. Please include this slip in the return package.

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 are items in the Take Back Bag recycled?

Over 95% of what is collected in the Take Back Bags stay out of landfills. This is due to a highly efficient grading process that sorts into 253 grades. Our partners isolate quality, category, seasonality, makers, and materials. They do all sorting domestically which enables them to identify the best resale or recycling option for each item before anything leaves the facilities.

Can we send back old MATE products? Even if it has holes, stains, etc?

Ripped, torn or stained, your oldies will get a new life with the help of our recycling partners and be diverted from landfills. Please keep in mind that fabric scraps cannot be included in our Take Back Bags. 

Who are your recycling partners?

We’re partnering with recycling platform Trashie on our program!

Who can participate in the Detox Your Closet program?

This program is available for anyone & everyone :)

How long is the $20 credit good for?

Forever! Your credits will never expire.

Can we reuse the bag more than once?

No, you will need to purchase a new Take Back Bag each time (you'll receive $20 MATE shopping credit for every bag you purchase).

Do you still have your previous circularity program?

Detox Your Closet™  has replaced reMATE

Why does the Take Back Bag cost $20?

The $20 cost of the Take Back Bag covers the shipping from you to our recycling partner. You then receive $20 in MATE shopping credit upon registering the bag via the QR code located on your bag.

When do I receive my Take Back Bag MATE shopping credit?

You receive your $20 MATE shopping credit as soon as you register your Take Back Bag. The bag does not need to be received by our recycling partner in order for you to receive your credit

How do I ship my Take Back Bag back to you?

Once you receive your Take Back Bag, you scan the QR code printed at the bottom corner to register your bag. You will then immediately receive your USPS QR code and/or return shipping label. You also immediately receive your MATE shopping credit.

Help! I am getting a QR code error

Please reach out to our care team at care@matethelabel.com. Please include a photo of the QR code printed on the outside of your Take Back Bag to better help us solve the issue.

When will I receive my Take Back Bag?

Take Back Bags are shipped from our warehouse like any other MATE item. Orders are processed and will leave our warehouse within 2-3 business days, excluding weekends and holidays. For your convenience, we will send you an email with a tracking number that you can use to follow your order's journey. Once processed, your order is expected to be delivered within 3-7 business days, depending on your shipping address. All orders ship from our warehouse in Southern California.

What do you accept in the Take Back Bags?

We accept all textiles, including socks, underwear, sheets, pillow cases, towels, linens, shoes, and handbags in any condition. Ripped, torn or stained, your oldies will get a new life with the help of our recycling partners and be diverted from landfills. Please keep in mind that fabric scraps cannot be included in this bag.

Full list of what we accept

Apparel, Socks, CLEAN Underwear, Sheets and Pillowcases, Towels, Matching Shoes, Handbags, Blankets, Swimwear, Outerwear, Ski clothing (snow pants/jackets/vests/puffers), Scarves, Hats, Mittens & Gloves, Costumes (Halloween, etc), Uniforms, Stuffed animals 

What we cannot accept

Moldy clothing, motor oil stains, paint stains, anything soiled with bio materials (pet, human or otherwise), period underwear, washable diapers, pet leashes, dog beds, oven mitts, placemats, soiled table linens, pillows, fabric scraps, cloth napkins, dish towels, aprons, single shoes, mattress pads.

What condition do items in the Take Back Bags need to be?

We accept items that are ripped, damaged, torn and stained. Just please make sure they are clean. We want to recycle your items - we just ask that you wash them first!

What are the Take Back Bags made of?

The Take Back Bag is made of 50% post-consumer recycled content and is fully recyclable. We recycle 100% of the Take Back Bags sent back to us.

Why is it better to use a Take Back Bag than other donation options?

85% of ALL textiles end up in landfills. That includes resale, recycling, and donation efforts. If you send used items to us through the Take Back Bag, they go through a sorting and grading process with our recycling partners to determine their next best life.

If an item cannot be recycled or resold, it is downcycled to materials like shoddy that are used for insulation. 95% of items collected stay out of landfills. The 5% that cannot be recycled is sent to sophisticated local landfills that know how to manage waste.

How do items collected in Take Back Bags stay out of landfills?

We are able to keep 95% of what is collected out of landfills due to the highly efficient grading process that sorts the items into 253 grades. The items are isolated by quality, condition, category, and material. All sorting is done domestically which enables our recycling partner to identify the best resale or recycling option for each item before anything leaves the facility. The remaining 5% that cannot be recycled is sent to sophisticated landfills that properly manage the waste.

How accurate is the estimated ship date?

Our goal at MATE is to provide full transparency to our customers in our lead times. When estimating our pre-order ship date, we try to cushion with the latest possible ship date. Therefore, the timeline you are seeing should be the longest you will have to wait for your pre-ordered item but there is a chance you may receive your item sooner!

What if my order contains both pre-order and in-stock items?

Shipment of your in-stock items may be delayed until your pre-order item is ready for shipping. To ensure faster delivery of your in-stock items, we recommend placing two separate orders - one for your pre-order items and one for your in-stock items.

Can I cancel my pre-order?

Should you decide that you no longer wish to purchase your pre-ordered item, you can reach out to care@matethelabel.com to cancel the order for a full refund any time before the order ships. Once the order has processed and shipped, it can no longer be canceled and you will need to proceed through our return process, here.

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.

Where is your product made?

We produce goods in Los Angeles, Peru, and India, partnering with the most socially and environmentally responsible factories. Our domestic factories are located within 15 miles of our Headquarters in Los Angeles, which means we are able to check in on a weekly, if not daily, basis.

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 paper order confirmation slip in order to reduce our single-use waste.

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 whenever possible, 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.

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 Materials 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 our some of our Essentials styles and colors.

Where is your product made?

All of our factories are located within 15 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.

Why do MATE colors sometimes appear differently across fabric types?

Ever had MATEs with the same name who looked different? It's normal! And it's the same with MATE styles because dye holds onto each fabric differently. Our fabrics have varying characteristics, like base color, content, weight & the way it's knit, so each absorbs dye in their own special way. If a fabric has a more natural-colored base vs a more pure white base, it’ll result in a different shade. Additionally, no fabric production run is exactly the same. Even slight variances between runs can cause the fabric to absorb dye differently and result in minor shade differences. Every fabrication requires a unique dye formulation to hit the same color tone, and even then, some variance is to be expected. For example, the Rose dye formula for Organic Terry differs from the makeup of the formula for Organic Stretch. To ensure that colors across dye batches are consistent, our factories make sure that the total weight of the batch as well as the ratio of dye to weight of garment is consistent. Water temperatures are kept consistent at 140-160F. To ensure no color discrepancy in your set, we recommend that you opt for purchasing a set in the same fabric. If you're ever unsure, email us at care@matethelabel.com and our team would be happy to answer any questions.

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!

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.

Can I combine Promotion Codes?

Our system only accepts one promo code at a time, and promo codes can only be applied to full priced items. 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 to 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 December 31st, 2021 at 11:59pm PST. 

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.

Didn't find what you need? We're here to help! To reach our support team, you can contact us via chat in the lower right hand corner of our page or you can send an email to care@matethelabel.com.

Our support team receives a large number of inquiries. We do our best to respond in a timely manner, but response times may be delayed up to 5 business days. We respond to inquiries in the order in which they are received. Please note replying to your original email will send your message to the bottom of our queue, which may result in it taking us a bit longer to get back to you!