Refund policy

At Matchmas, every order is made with care just for you. Because many of our products are made-to-order or personalized, we have a specific return and refund policy designed to be fair to both our customers and our production process.

Please review the policy below before placing your order.

Returns & Exchanges

Because our products are made-to-order, we generally do not accept returns or exchanges for:

  • Ordering the wrong size, color, or product

  • Change of mind or personal preference

  • Incorrect personalization details submitted by the customer

  • Minor color differences caused by screen settings or the printing process

  • Items that have been worn, washed, altered, or damaged after delivery

We strongly recommend reviewing the product description, size chart, personalization details, and shipping information carefully before completing your purchase.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, misprinted, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos showing the entire product

  • Close-up photos clearly showing the defect, damage, or incorrect item

Once we review your claim and confirm the issue, we will offer an appropriate resolution, which may include a free replacement or refund.

You will not be charged additional production or shipping fees for an approved replacement resulting from our error or a product defect.

Personalized Products

Personalized and customized products are created specifically according to the information submitted with your order.

For this reason, personalized items cannot be returned, exchanged, or refunded due to customer errors, including incorrect names, numbers, spelling, images, or other customization details.

However, if we made an error in producing your personalized item or the product arrives damaged or defective, please contact us and we will make it right.

Sizing Issues

Please carefully review the size chart provided on each product page before ordering.

Because each item is made specifically for your order, we cannot offer returns, exchanges, or refunds when the incorrect size was selected by the customer.

If the size you receive is different from the size stated on your order or significantly differs from our published size specifications, please contact us so we can review the issue.

Order Changes & Cancellations

If you need to change or cancel your order, please contact us as soon as possible after placing it.

We will do our best to accommodate your request. However, because orders may enter production shortly after they are placed, changes or cancellations cannot be guaranteed once production has started.

Once an order has entered production, it cannot normally be canceled or modified.

Lost Packages

If your tracking information shows no delivery or your package appears to be lost in transit, please contact us.

We will review the tracking information and work with the shipping carrier or fulfillment partner to determine an appropriate resolution.

Please note that we are not responsible for packages delivered to an incorrect or incomplete address provided by the customer at checkout.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

  • Check around your property and delivery location

  • Check with household members or neighbors

  • Contact the shipping carrier for additional delivery information

If you are still unable to locate your package, please contact us and we will assist you in reviewing the situation.

A carrier's "Delivered" status does not automatically guarantee eligibility for a refund or replacement. Each case will be reviewed individually.

Returned or Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an order is returned because of an incorrect or incomplete address provided by the customer, refusal of delivery, or failure to collect the package, additional shipping charges may apply if the customer requests reshipment.

Refunds

If a refund is approved, it will be issued to your original payment method.

Please allow several business days for your bank, credit card company, or payment provider to process and post the refund after it has been issued.

Original shipping charges are generally non-refundable unless the refund results from an error on our part or a defective product.

Return Shipping

Please do not return any product without contacting us first.

Because our products are made-to-order and fulfilled through different production facilities, the return address may be different from the address shown on your package.

Items returned without prior authorization may not be eligible for a refund.

If a return is required because of an error on our part or a confirmed product defect, we will provide further instructions.

How to reach us

For any returns, replacements, or refund questions, email support@shopmatchmas.com with your order number and (if applicable) a photo of the issue. We'll get back to you as soon as we can and work with you to make it right.