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! During the holiday season, our response time may extend up to 5 business days.

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?​​

For U.S. orders, we offer free standard shipping via UPS SurePost on orders over $75, woohoo! Expedited options are also available at checkout for a fee. Unless you are processing an exchange, $5 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 holidays & weekends. For your convenience, we’ll send you an email with a tracking number that you can use to follow your order's journey. Once processed, your order will be delivered within 3-7 business days depending on your shipping address if shipped via our standard shipping service, UPS SurePost. Expedited shipping is available at checkout for a fee. All orders ship from our warehouse located in Southern California.

COVID-19 + Holiday Update​: We have seen frequent shipping carrier delays after packages leave our warehouse. Please allow up to 10-14 business days to receive your order after it's processed and leaves our warehouse. If you experience any delays with tracking and receiving your order beyond 10-14 business days, please feel free to reach out to us at care@matethelabel.com. We are here to help!

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 $75, woohoo!

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!

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. For orders shipped via FedEx, you can track your shipment here.

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 out of insurance with Route at checkout, MATE is not responsible for lost or stolen packages at this time.

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 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​s​​are 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.

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 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.

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

Enter your gift card code here to see your outstanding balance.

Holiday Shipping
MATE the Label will be closed on 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 $75 within the U.S. via UPS SurePost, which generally takes 3-7 business days to arrive.

Expedited shipping options are available via UPS.

UPS 3 Day (3 Business Days) - $20.00

UPS 2 Day (2 Business Days)- $30.00

UPS Overnight (1 Business Day) - $45.00

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.

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.

International Shipping
Passport Priority Duties Paid: 8-14 Business Days | $25 flat rate | Customers are paying the shipping carrier fee AND applicable duties and taxes at time of purchase.

FedEx International Economy Duties Paid: 3-5 Business Days | Carrier Calculated Cost | Customers are paying the shipping carrier fee AND applicable duties and taxes at time of purchase.

International orders over $250 are eligible for free shipping. Please note duties and taxes may still apply.

International Duties and Taxes
International orders may be subject to duties and taxes based on the order subtotal and shipment destination. Duties and taxes are not included in the item price. When you place an international order, you agree to pay any applicable fees levied by your destination country at the time of purchase.

Please contact your local customs office for additional information regarding duty and tax fees and guidelines prior to purchase.

From January 1, 2021, under new tax laws imposed by the UK's tax authority, all shipments destined for the United Kingdom valued at £135 or less will be required to ship DDP (duties paid in advance of shipment).

Do you ship internationally?

Yes, we do. The shipping cost for international orders is $25 via Passport Duties Paid or carrier calculated cost via FedEx. For international orders over $250 shipping is free. Customers are responsible for applicable duties and taxes. To start an international return please visit us here. Please note MATE does not provide a prepaid return shipping label for international returns. Please mail your return back to the address listed in our returns center and your refund or exchange will be processed.

Do you ship orders to the UK & EU? If so, how will orders be shipped?​ ​

Y​​​​es, we ship to the UK & EU. To get your order to you, we've partnered with Passport Shipping and they will be the Seller for all orders to the UK for orders under €135 and orders to the EU for orders €150 and Under. Terms & Conditions can be found here.

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 50 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, $5 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 10% off 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 is Shop Now for exchanges?

Our returns portal allows customers to exchange any items in their order for a new size, color, or alternate item. If you would like to exchange your item for a new style, please proceed with a return and at the end of the return process you will be given the opportunity to Shop Now and select new MATE items. Yay! Oh, and we offer a $10 bonus credit if you utilize the Shop Now option. Any discount value from your original order will also carry over to your Shop Now balance. 

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.

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?

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.

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 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.

What is Beam?

Beam is a female-founded social impact tech company that turns your spending power at mission-led brands into direct funding for nonprofits. They’re curating a community of the most socially responsible brands around and we’re proud to be part of it--you can learn more about them here.

How does it work when I choose a nonprofit in cart?

While checking out, choose a sustainability nonprofit from a set that we believe in. You can see the progress of the MATE community towards real goals for each nonprofit. 1% of your purchase will be donated to the nonprofit you choose, at no extra cost. With every purchase, you can see your impact grow towards real goals--both personally and with the rest of the MATE community. Every time you choose a nonprofit, your choice is recorded and donations are made in aggregate to our nonprofit partners on a regular basis. This is easier for nonprofits to manage than getting tons of smaller donations, and the entire 1% donation goes directly to the nonprofit.

How do you choose the nonprofits you support?

We look at sustainability nonprofits within the 1% for the Planet ecosystem and work with our partners at Beam Impact to identify a set that’s not only local to our HQ in LA and aligned with our values, but is also making the biggest impact. Every organization we support is a registered 501c3 nonprofit that has been vetted by trusted third parties like CharityNavigator to be highly transparent and effective, using a minimum of 70% of donations towards programming rather than overhead (the gold standard). Got a nonprofit you want to see us support? Submit your favorites here.

How are Beam goals determined? What happens when a goal is reached?

It’s really important to us to be as transparent as possible with our MATEs about the direct impact they’re having when they choose to shop with us. These goals are supplied by our nonprofit partners as representations of what they could fund with donations of various sizes. When goals are reached, the progress bar resets and we begin to work towards that goal again! 

What happens to the donation if I return something?

If an item is returned, the transaction gets recorded as cancelled and the donation will be excluded from the aggregate amount that is donated to the nonprofit at the end of the month.

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.

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, 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.