What is the Return Policy?
We want you to be delighted with every purchase from Matriley.com. If, for any reason, you need to return an item, we accept returns within 30 days of purchase if the item is unused and in its original condition.
Return shipping is the customer’s responsibility, and original shipping fees are non-refundable. For exchanges, we provide a prepaid return label for U.S. orders.
Please visit our Return & Exchange page for complete instructions and to request a return authorization.
What is the Holiday Return Policy?
During the holiday season (e.g., from early November through mid-December), items purchased may be returned through a specific extended return window, as announced each year. These returns must also be unused and unworn and submitted within the specified holiday return period. Check the current dates on our Returns page during the holiday season.
What are the Shipping Options?
We offer multiple shipping methods:
- Standard Ground Shipping – reliable and cost-effective delivery.
- Priority / Expedited Shipping – faster processing and delivery for urgent orders.
Orders are typically processed within 1–2 business days (Monday–Friday), and you will receive tracking information once your order has shipped.
Where Do You Ship?
We ship to all U.S. states and select international destinations. International customers may be responsible for local duties, taxes, or customs fees.
How Do I Track My Order?
Once your order ships, a tracking number will be emailed to you. Please allow 24–48 hours for the carrier’s tracking system to update. If no updates appear after that time, contact us at support@matriley.com.
I’m Having Trouble Placing an Order
If you experience issues while placing an order or checking out, please email us at support@matriley.com or use the contact form on our site. Include the error message (if any) and what you were attempting so we can assist quickly.
I Haven’t Received a Confirmation Email
Check for any typos in your email address used at checkout and check your spam/promotions folders. If you still can’t locate the email, reach out to support@matriley.com with your name and order details so we can locate your order.
I Need to Change My Shipping Address
Contact us as soon as possible at support@matriley.com. If your order has not yet shipped, we may be able to update your address. Once an order is with the carrier, we cannot change the delivery information.
Tracking Scans Are Not Updating
Carrier systems sometimes take time to update tracking scans. If more than 48 hours have passed since the carrier picked up your package and there are no updates, contact support@matriley.com.
I Want to Exchange My Order
To request an exchange, start a return through our Returns & Exchange page. Once the returned item is received and inspected, we will issue a replacement or store credit as requested.
My Order Is Missing an Item
If you receive your package and a product is missing, contact support@matriley.com with your order number and details of the missing item so we can resolve it.
Do You Ship on Weekends or Holidays?
Orders are processed and shipped Monday through Friday, excluding holidays. We do not ship on weekends.
Can I Add a Personal Note or Gift Message?
At this time, we do not include personalized notes in orders. We recommend shipping to your address first if you wish to include a handwritten note before sending the gift on.
Can I Personalize or Monogram My Leather Goods?
Currently, we do not offer monogramming or engraving services. Many customers choose to visit a local leatherworker or engraver for custom personalization.
How Do Promotional Codes Work?
Promo codes must be entered at checkout and cannot be applied to prior purchases. Most codes cannot be combined with other offers unless specified.
Contact Us
Have more questions?
📧 support@matriley.com
We’re here to help Monday–Friday.