Shipping & returns

Thank you for your trust and your purchase on matiereetfragrance.com. This policy explains our shipping conditions, delivery times and costs.

Delivery areas

We currently ship to:

• Metropolitan France
• The European Union

If your country is not listed, contact us at [email protected].

Shipping times

Orders are processed within 1 to 2 business days. Estimated delivery times after dispatch are:

• France: 3 to 6 business days
• Europe: 4 to 8 business days

These times are indicative and may vary depending on the carrier, public holidays, busy periods or exceptional events.

Shipping costs

Shipping costs are shown when you place your order on the site and vary according to:

• the destination country
• the weight / volume of the parcel

Premium (express) options may be offered depending on availability.

Free shipping

Shipping may be free above a certain order amount when indicated on the site.

Order tracking

Once your order has shipped, you will receive an email with the tracking number (if available for the chosen shipping method).

Address errors

If the customer provides an incorrect or incomplete address, re-shipping costs will be charged to the customer.

Unclaimed or refused parcels

If a parcel is returned because it was not collected or was refused without valid reason:

• return costs may be deducted from the refund
• re-shipping may be charged to the customer

Damaged or lost products

If your parcel arrives damaged or appears to be lost:

• contact us within 48 hours of receipt or of the loss notification
• include your order number and, where applicable, photos of the damaged parcel

We will assist you with the carrier. No refund can be guaranteed before the carrier’s investigation is concluded.

Customs and taxes (outside the EU)

Deliveries outside the EU may be subject to customs duties and taxes, payable by the customer.

Contact

For any question about delivery, contact us: [email protected]

We want you to be fully satisfied with your purchase. If you are not entirely satisfied, you have a right of return under the conditions below.

Return period

You have 14 calendar days from receipt of your order to request a return, in accordance with European regulations on the right of withdrawal.

Eligibility

To be eligible for a return, the product must be:

• unused and in perfect condition;
• in its original packaging;
• returned with all the accessories supplied.

Damaged or incomplete items, or items showing signs of use, cannot be accepted.

Non-refundable items

Some items cannot be returned, such as:

• gift cards;
• personalised products.

Refunds

Once we have received and inspected the returned product, we will let you know whether the refund is approved or declined.

Refunds are made to the original payment method. Indicative time: 5 to 10 business days after the return is approved.

Return costs

Return costs are paid by the customer, unless the error is ours (defective or non-conforming item).

We recommend a tracked shipment. If the return parcel is lost, we will not be able to issue a refund.

How to return

To start a return, please contact us at [email protected] with the subject “Return request – Order number”. Please include in your message:

• your name;
• your order number;
• the reason for the return.

We will then send you the return address and instructions.

Unauthorised returns

Any return sent without prior request will not be accepted.

Contact

For any question about our returns policy, you can write to us at: [email protected]