GENERAL INFORMATION
Are the prices of the online store, official Matilde Cano store and multi-brand stores the same?
No, these prices may vary depending on the promotions and discounts made on each occasion and in the different points of sale.
What is the price adjustment policy?
We do not make adjustments on items whose original price has been reduced.
Do you restock items marked "out of stock"?
If an item is out of stock, we will try to restock it as soon as possible. If it is out of stock, we will remove it from the web. In any case, if you have any doubt, please write an email to matildecano@matildecano.es and we will try to answer you as soon as possible. As for the OUTLET & SALE section, the available stock is the one that is on the web, there is no possibility of extending it.
Will I receive the same product I see in the picture?
Yes, except in those products with handmade processes in which there could be a slight difference in the finish. MATILDE CANO is committed to the craftsmanship of all its dresses, which is why there may be small variations in color and finish, which are negligible and make each dress special.
Can I remove an item from my order?
Yes, you can delete unwanted items from the shopping cart as long as you have not processed the order.
PAYMENT
What form of payment can I use to make my purchase?
You can make your purchase by credit card or PayPal.
For what reason can my credit card be declined?
Your card may be declined for one of the following reasons:
- The card may be expired. Check that your card does not exceed the expiration date.
- The card limit may have been reached. Check with your bank to make sure that the card has not exceeded the amount allowed for purchases.
- Some of the information entered may be incorrect. Check that you have correctly filled in all the required fields.
Is it safe to use my credit card on the web?
Yes, the data is transmitted in SSL encrypted form. For payment with credit and debit cards it is required to enter the CVV (Card Verification Value), a code printed on the card that is used as a security measure in e-commerce transactions.
SHIPPING
Where can I receive my order?
You can receive it at the address of your choice (home, work, etc.), etc.-nunca at the post office box).
How soon will I receive my order?
In 5 working days from confirmation of purchase, if the product is in stock. If the product is not in stock, we will contact you and the delivery time will be 30 days. It is very important to take into account and read carefully the descriptions of the dresses since some of them have a special delivery time.
Can the country of delivery be different from the country of purchase?
Yes.
Customs costs:
Customs costs associated with the shipment to be borne by the customer in question. If we have to assume any of these costs upon receipt of your package, we will deduct them from the reimbursement.
RETURN
- Returns by courier - Spain
To return your purchaseit is not necessary to complete any online procedure.Inside your order box you will find aRETURN OR SIZE EXCHANGE FORM.In it you will find the instructions to follow to proceed with the same.
You must deliver the goods in the same package you received them, following the instructions you will find in the "RETURNS" section of this website. The option will not entail any additional cost for you.
In the event that you do not wish to return the products via one of the free options available, you will be responsible for the return costs. Please note that if you choose to return the items to us freight collect we will be entitled to charge you for any costs we may incur. After examining the item we will let you know if you are entitled to a refund of any monies paid. The reimbursement of transport costs will only be made when the right of withdrawal is exercised within the legal deadline and all the items that make up the order in question are returned.
Reimbursement will be made as soon as possible and, in any case, within the period of15 working daysFrom receipt of the order. However, we may withhold reimbursement until we have received the goods, or until you have provided proof of return of the goods, whichever condition is met first.
The refund will always be made in the same payment method you used to pay for the purchase.
Costs associated with the initial shipping charges will not be reimbursed.
Please note that shipping costs incurred during the order process will not be refunded in any case, as well as any taxes or customs duties related to the shipment. If we have to assume any of these costs upon receipt of your package, we will deduct them from the refund.
We do not accept exchanges or returns of garments made to order or with alterations.
- Returns by courier - Outside Spain
Orders placed outside the Spanish territory. In case you want to process a return from a destination other than Spain, it will be the customer who will assume the shipping costs to the address indicated in the orderRETURN OR SIZE EXCHANGE FORM.The cost associated with the initial shipping charges will not be reimbursed.
- Return of defective products
In cases where you consider that at the time of delivery the product does not conform to the contract, you should contact us immediately through our contact channels providing the product data and the damage suffered, or by calling (+34) 957 325 167 where we will tell you how to proceed
Do I have to pay anything for requesting an exchange or refund?
No. Returns and exchanges are free of charge. For the return to be free of charge, it is important to follow the steps indicated in the return form included in the order box.
What is the deadline to make an exchange or return?
The deadline for any return or exchange is 15 days after receiving the shipment confirmation email.
How can I make an exchange or return?
Contact the SEUR transport agency by calling 913-22-80-80 and ask them to pick up the package, you can also take it to your nearest office.
Will I get a full refund for each product purchased?
Unless it is an accessory, which are not refundable, or a customized garment (in this case, the customer is always notified prior payment) we always refund the full amount of the garment. Shipping costs, if any, are not paid.
Costs associated with the initial shipping charges will not be reimbursed.
They will not be refundable in any case, as well as any taxes or customs duties derived from the shipment. If we have to assume any of these costs upon receipt of your package, we will deduct them from the refund.
We do not accept exchanges or returns of garments made to order or with alterations.
Can I keep the original item until I receive the requested size change after my purchase?
No. If you wish to request a change of size, you must follow the instructions set out in the return and size exchange form. In it you must indicate the desired size.
In case the desired size is not available, we will immediately proceed with the refund of your initial purchase.
ONCE AN EXCHANGE HAS BEEN MADE, CAN I RETURN THE NEW ITEM?
Yes, you have 15 working days from the date we have confirmed the new shipment
WHEN WILL I RECEIVE MY REFUND?
You will receive the amount through the same payment method used in your purchase in an estimated time of 10-14 days, depending on your bank.
For any other inquiries, please contactmatildecano@matildecano.es