SHIPPING & RETURNS

Matter Collection is operated by Matter Collection, LLC. You can reach us at hello@mattercollection.com, and we reply within two business days.

How we make and send your order

We machine every piece to order, inspect it by hand, and pack it ourselves. That is why delivery takes longer than a warehouse product, and why it arrives the way it does.

Delivery options and times

Free standard delivery, 21-28 days.
Austria, Belgium, Canada, China, Czechia, Denmark, Finland, France, Germany, Hong Kong SAR, Hungary, Italy, Japan, Latvia, Luxembourg, Monaco, Netherlands, Norway, Portugal, Serbia, Singapore, Spain, Switzerland, Thailand, United Arab Emirates, United Kingdom, United States.

Express delivery, 15 to 21 days, 18 USD.
All countries listed above, plus Ireland, Saudi Arabia, South Korea, Sweden, and Taiwan.

Standard delivery, 21 to 28 days, 12 USD.
Australia, Brazil, Costa Rica, Mexico, New Zealand, Puerto Rico, U.S. Virgin Islands.

Ireland, Saudi Arabia, South Korea, Sweden and Taiwan are served by express delivery only.

Tracking

You receive a tracking number by email the moment your parcel leaves us. If tracking stops updating or your parcel is running late, write to hello@mattercollection.com, and we will chase the carrier on your behalf.

If your delivery is late

We deliver within the period shown above and in any case within 30 days of your order, unless we agree otherwise with you.

If we miss that deadline, tell us and give us a reasonable additional period to deliver. If we still fail to deliver within that additional period, you may cancel the order, and we will refund everything you paid without delay.

Customs, duties and import VAT

Your order ships from outside your customs territory. Import VAT, and duty where it applies, is set by your government and collected by the carrier before delivery, usually alongside a handling fee. These charges are not included in the price at checkout and we cannot calculate or cover them.

If your order arrives damaged or faulty

This is separate from changing your mind, and your rights here last longer.

Damaged in transit. Send a photograph to hello@mattercollection.com as soon as you can, but no later than 14 days once it arrives. We ship a replacement by the same service you paid for and send you a prepaid return label. Both at our cost.

Your right to cancel

You may cancel your order for any reason within 30 days of the day you, or someone you nominate, receive it. You do not have to give us a reason. The law requires us to offer 14 days, and we offer 30.

You may unpack the piece and handle it as you would in a shop, to judge what it is and how it works. If you handle it beyond that and its value is reduced as a result, we may deduct that reduction from your refund.

How to cancel

Email hello@mattercollection.com with your order number, or send the form at the foot of this page. Any clear statement that you are canceling is enough. We will reply with the address of the nearest return warehouse in the US, the EU or China.

Send the piece back within 14 days of telling us you are canceling. Return postage is at your cost.

Your refund

We refund within 14 days of receiving the piece back, or when you provide proof you sent it, whichever happens first. We refund to the payment method you used, and you won't pay a fee.

Your refund includes the standard delivery cost you paid. If you chose express delivery, we refund the standard rate rather than the express rate.

Brass and copper change color, and that is not a fault

Brass and copper oxidize. Fingerprints darken, the tone warms, and spots appear over time. This is the material behaving as the material does. It is a characteristic of what you are buying rather than a defect, and it is not covered by the guarantee.

It also reverses easily. See Care to restore the finish.

If your parcel is lost or stolen

It happens rarely. One customer's parcel was emptied in transit, and we reshipped through a different carrier at our own cost. If your parcel is lost, or arrives empty, tell us, and we will put it right.

Complaints

Write to hello@mattercollection.com, and we will answer within two business days.

Cancellation form

Use this only if you prefer it to an email.

To: hello@mattercollection.com
I hereby give notice that I cancel my contract of sale for the following goods:
Ordered on / received on:
Name:
Address:
Order number:
Date: