Returns & Exchanges

At Mataari, we want you to love every piece you choose. Each order is carefully inspected and packaged before it leaves us. However, we understand that sometimes a piece may not be the perfect fit or what you expected.

We offer returns and exchanges on eligible items subject to the conditions below.

14-Day Return & Exchange Window

You may request a return or exchange within 14 days of the date your order is delivered.

To be eligible, your item must be:

• Unworn and unused

• In its original condition

• Free from scratches, stains, perfume, makeup, damage, or signs of wear

• Returned with all original tags and protective materials intact

• Returned in its original Mataari packaging, including the jewelry box, pouch, certificates, and accessories supplied with the order

Mataari reserves the right to decline a return or exchange if the item does not meet these conditions, subject to applicable law.

How to Request a Return or Exchange

Please contact Mataari Customer Support within 14 days of delivery before sending your jewelry back.

When contacting us, please provide:

• Your full name

• Order number

• Item you wish to return or exchange

• Reason for the request

• Photographs of the item, if requested

Once your request has been reviewed and approved, our team will provide return instructions.

Please do not send any jewelry back without receiving return authorization/instructions from Mataari. Unauthorized returns may not be accepted.

Exchanges

If you would like to exchange an eligible item for another size, style, or product, please contact our support team.

Exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer you another available option, store credit, or a refund where applicable.

If the replacement item has a different price, you may be required to pay the difference. If the replacement item costs less, the applicable difference will be handled according to the resolution provided by our support team.

Non-Returnable & Non-Exchangeable Items

For hygiene, personalization, and product-specific reasons, certain items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.

These include:

• Customized or personalized jewelry

• Engraved jewelry

• Made-to-order pieces

• Final Sale or Clearance items

• Gift cards

• Items that have been worn, used, altered, resized, repaired, or damaged after delivery

• Pierced earrings where applicable hygiene seals or protective packaging have been removed

Any additional product-specific return restrictions will be mentioned on the applicable product page.

Damaged, Defective or Incorrect Items

Please inspect your order immediately after delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact Mataari Customer Support within 48 hours of delivery.

Please provide:

• Your order number

• Clear photographs of the jewelry

• Photographs of the packaging

• A clear description of the issue

Please retain the original packaging while your request is being reviewed.

Once we verify the issue, we will provide an appropriate resolution, which may include a replacement, exchange, repair, store credit, or refund depending on the circumstances and product availability.

Normal wear and tear, accidental damage, improper handling, or damage resulting from failure to follow our Jewelry Care recommendations is not considered a manufacturing defect.

Return Shipping Costs

For returns or exchanges requested because of personal preference, change of mind, sizing, or similar customer-related reasons, return shipping costs are the customer's responsibility, unless otherwise stated.

If Mataari confirms that an incorrect, damaged, or defective item was sent, we will provide appropriate return instructions and cover reasonable return shipping costs where applicable.

Original shipping charges and expedited delivery charges are generally non-refundable, except where required by applicable law or where the issue resulted from an error by Mataari.

Secure Return Shipping

Jewelry should be securely packed in its original packaging before being returned.

We strongly recommend using a trackable and insured shipping service.

Mataari cannot be responsible for returned packages that are lost, stolen, damaged, or misdirected before they reach us.

Return Inspection

All returned items are inspected upon receipt.

Once your return arrives, our team will verify that:

• The item is the original product purchased from Mataari

• It has not been worn or used

• The jewelry has not been altered or damaged

• Original packaging and included materials are present

• The item otherwise meets our return requirements

If approved, your return, exchange, or applicable refund will be processed.

Items that fail inspection may be returned to the customer and may not qualify for a refund or exchange.

Refunds for Approved Returns

If you choose a return rather than an exchange and the item passes inspection, an eligible refund will generally be issued to the original payment method.

Once we process the refund, your bank, credit card provider, or payment processor may require additional time to reflect the amount in your account.

Shipping, expedited delivery, and other non-product charges may be non-refundable as described above.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will try to accommodate your request, but cancellation cannot be guaranteed once an order has entered processing, production, or shipping.

Customized, personalized, engraved, or made-to-order jewelry may not be cancelled once production or customization has begun.

Questions About a Return or Exchange?

We're happy to help.

Mataari Customer Support

Email: info@mataari.com

Please include your order number when contacting us about an existing purchase so our team can assist you efficiently.

Last Updated: September 2026