Returns
We hope you love your products but if you wish to return an item, please follow the instructions within our returns portal. Items must be sent back within 30 days of receiving your order.
Our team is always on hand to help, email us at info@matildagoad.com with any questions or queries.
FAULTY ITEMS
Many of our products are handmade using organic materials and therefore may vary slightly from website images and between orders. Should there be any damage or faults to the items in your order when it arrives please notify us within 30 days by emailing info@matildagoad.com and we will endeavour to exchange as quickly as possible.
EXCHANGES
You can exchange your item for the same product in a different colour or finish within our returns portal. Unfortunately we are not able to offer exchanges for different priced items, so you will need to return your original order and place a new order online if you wish to order a different size or product. For advice on exchanges, please contact info@matildagoad.com.
RETURNS
The order remains the customer's responsibility until we receive it back and we are unable to refund orders that are returned used or damaged. Goods must be returned in their original packaging and in a sellable condition.
If returning lighting, please ensure plugs are wrapped separately to protect the base and prevent damage.
Items from our hardware and lighting range are non-refundable once installed, so please ensure you are happy with your item before installing. Items returned with marks consistent with installation will not be refunded.
Please note personalised items are not eligible for return.
UNITED KINGDOM
At present, we are not able to offer free returns, so a label fee will be deducted from your refund amount. For a standard size parcel, the returns fee is £4 and is shipped on a Tracked 48 Hours Service.
For large items, the return fee is £15. A member of our customer service team will be in touch once you have registered your return to arrange the return shipping.
Our carrier is Royal Mail, and you can find your nearest drop off point on their website.
Please note, the original shipping fee is non-refundable and won't be included in your refund total.
UNITED STATES
At present, we are not able to offer free returns, so a label fee will be deducted from your refund amount. The refund fee will be calculated based on the size of your return and will be shown once you have requested your return.
Our carrier is UPS express, and you can find your nearest drop off point on their website.
INTERNATIONAL RETURNS
If you wish to return from outside of the UK please raise a return request through the portal. We are unable to provide return shipping labels, and customers are responsible for arranging shipping at your own cost on a DDP service (delivery duty paid). Please contact info@matildagoad.com for help with international returns.
Our team is always on hand to help, email us at info@matildagoad.com with any questions or queries.