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 styles have 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 - XL.
Will you be offering more inclusive sizing in the future?
Definitely! We hope to offer Extended sizes soon.
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 for my order to ship?
Orders are processed within 1-2 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, woohoo! 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).
How do exchanges work?
Not in love with the fit? No prob! Visit https://matethelabel.returnly.com/ to select a new size. Please note we currently do not accept exchanges for different styles or colors.
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. Once received your return will be processed within 5-7 business days.
MATE The Label
912 E. 3rd Street #303
Los Angeles, CA 90013
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 my package has been delivered, but it’s nowhere to be found! SOS!
Don’t panic! Sometimes USPS prematurely lists a package as delivered. Let’s wait a day to see if it shows up. In the meantime, check with your neighbors. If your package does not show up please email us at care@matethelabel.com
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.
How long will it take for my refund to be processed?
Once we receive your return, please allow 5-7 business days for the return to be processed.
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
I need to cancel my order! What should I do?
Please email care@matethelabel.com ASAP! If your order has not been processed already, we will do our best to cancel it. However, this is not always guaranteed.
Payments
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. Please make sure accurate banking information is provided at checkout. 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. Alternatively, if you're interested in joining our affiliate program, feel free to sign up here and we will accept your application 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 December 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.