We hope we can answer all of your questions below, however our team is always on hand to help at info@matildagoad.com if you have any further queries.
DELIVERY

Estimated Delivery Times
United Kingdom: 1-3 days
USA: 1-3 days
Europe: 3-5 days
Rest of the world: 7-10 days

We aim to deliver all goods that are in stock within 1-3 days from the order date, and 3-5 days for international shipments; if you need the items sooner than this please drop us an email and we will do our best to accommodate this for you. 

We use DPD Local in the UK and UPS Internationally.  All orders will receive a tracking number which you can follow via the DPD Local or UPS portal. 

UK delivery costs are as follows:

Standard parcel: £6
Large parcel: £10
Fragile parcel: £10

US ORDERS

Shipping prices start at $30 and are calculated at checkout. They will include any local customs or duties related to your order.

In the USA you can spend up to 800 USD and not incur any local customs and duties on your order.

Customers will be held liable for any other charges that may occur.

REST OF THE WORLD

Shipping prices are calculated at checkout. Orders shipping to the US and Canada will include any local customs or duties related to your order.

Orders shipping elsewhere exclude local customs and duties, and customers will be held liable for customs or duties charges.

Customers are liable for any other charges that may occur.

PRE-ORDERS

Please be sure to check the product details on the items you have purchased as there may be lead times specified on the product page. We will do our best to improve lead times where possible.

We do not offer split shipments so your order will ship in full once the pre-ordered item is available. Please bear any delays from this in mind when ordering.

UK RETURNS

We hope you love your products but if you wish to return an item, goods must be sent back within 30 days of receiving the items. 

Please follow the instructions within our returns portal.

The order remains the customer's responsibility until we receive it back and we are unable to refund orders that are returned damaged. We recommend shipping back products in their original packaging where possible. If returning lighting, please ensure plugs are wrapped separately to protect the base and prevent damage.

At present, we are not able to offer free returns, so a postage fee will be deducted from your refund. Details of your parcel size can be found within your order confirmation email:

For a standard parcel: £6
For a large parcel: £10
For a fragile parcel: £10

INTERNATIONAL RETURNS

We are unable to process return shipping labels for International customers.

If you wish to return from outside of the UK, please raise a return request through our returns portal, after which a member of our team will contact you directly to assist.

Customers are responsible for arranging shipping at your own cost on a DDP service (delivery duty paid).

We are unable to refund any orders that are returned to us damaged.

EXCHANGES

If you wish to exchange an item for some reason, please notify us as soon as possible at info@matildagoad.com and we can assist. Goods must be sent back within 14 days of receiving the items.

Many of the goods are handmade often using organic materials therefore they are of a delicate nature and may vary slightly between orders and have slight differences to images. Should there be any damage to the items in your order when it arrives please notify us immediately and we will endeavour to exchange this as quickly as possible.

SHELLS

We ship our shells to UK and US based addresses. If you would like to order a shell to anywhere else in the world, please contact us with your delivery address for a custom shipping quote.

Packaging

As of 2023, 97% of our product packaging is 100% recyclable. We only use non-recyclable options where there is no other feasible way to ship items safely, and our aim is to completely remove all non-recyclable packaging from our product range by 2024.

For more help on how to recycle your product packaging, contact us on info@matildagoad.com.