Refund policy
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 to begin the return process. Just have your order number and either the email address or shipping zip code from your order in hand. You'll find your order number in 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 attached).
What return and exchange options are available?
We want our customers to be 100% satisfied with their purchase. If this is not the case, please visit our returns portal to begin the return process. Just have your order number and either the email address or shipping zip code from your order in hand. You'll find your order number in 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 attached).
What return and exchange options are available?
- Instant Exchange: Swap for another size, color, or style and your new item ships right away. A $1 hold is placed on your card until your original item is sent back. You have 14 days to ship your return before the hold is charged.
- Standard Exchange: Swap for a different size, color, or style. Your replacement ships once your return is received and processed.
- Shop Now (Instant Credit): Receive instant store credit equal to your return value to shop for something new right away.
- Store Credit: Return your item for store credit equal to the full return value, usable on a future purchase. Credit is issued once your return is received and inspected.
How do boxless returns work?
Start your return in the returns portal and select the boxless option. At the end of the process you will receive a QR code, which is also emailed to you. Bring your unpackaged item(s) and QR code to any participating drop-off location, where staff will scan, pack, and ship it back for you. No label or box is required.
Do you offer free returns?
Returns are free when you choose an exchange or store credit, and when you added Free Returns + Package Protection at checkout. If you are returning for a cash refund without that add-on, $9 is deducted from your refund to cover the cost of the return shipping label.
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 an additional 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.
Are any items final sale?
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 before you buy, as we understand that purchasing final sale items online can be a little tricky. Original shipping fees and protection plan charges are not refunded with a return.
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
Returns are accepted on non-final-sale items in original condition (unworn, unwashed, and with tags attached). We are unable to process exchanges for international orders. Please visit our returns portal to start your return. A return slip will be sent to your email address. Please postmark your return within 45 days of your order date. Once your return is received and inspected, refunds are processed within 10 business days to your original payment method.
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.
Start your return in the returns portal and select the boxless option. At the end of the process you will receive a QR code, which is also emailed to you. Bring your unpackaged item(s) and QR code to any participating drop-off location, where staff will scan, pack, and ship it back for you. No label or box is required.
Do you offer free returns?
Returns are free when you choose an exchange or store credit, and when you added Free Returns + Package Protection at checkout. If you are returning for a cash refund without that add-on, $9 is deducted from your refund to cover the cost of the return shipping label.
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 an additional 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.
Are any items final sale?
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 before you buy, as we understand that purchasing final sale items online can be a little tricky. Original shipping fees and protection plan charges are not refunded with a return.
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
Returns are accepted on non-final-sale items in original condition (unworn, unwashed, and with tags attached). We are unable to process exchanges for international orders. Please visit our returns portal to start your return. A return slip will be sent to your email address. Please postmark your return within 45 days of your order date. Once your return is received and inspected, refunds are processed within 10 business days to your original payment method.
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.