Returns
Want to return something? No problem – here’s how you can easily and quickly handle your return.
Return via Our Returns Portal (for the following countries):
Germany, Austria, Belgium, France, Luxembourg, Netherlands, Slovakia, and the Czech Republic
Easy, fast, and no long forms to fill out:
Enter your order number and email address in our returns portal, select the items you wish to return – and then you can create your return label.
- The return label will be sent directly to you via email for printing
- Return shipping costs will be automatically deducted from your refund (more information under costs)
Return from Other Countries or Using Your Own Shipping Provider
If you’re from a country not listed in the returns portal or prefer to handle the return yourself, please send your package to the following address:
Matona OG
Hummelbergstraße 30
6832 Röthis
Austria
Please make sure to include our return form with your order number so we can process it correctly.
You will be responsible for the shipping costs for this option.
General Information on Returns
If you’d like to return something, it’s best to use our returns portal – it’s simple, fast, and secure. Please note: The portal is currently only available to customers in certain countries (see the list above).
Return shipping costs will be deducted as a flat fee when using the portal (see "Costs" section).Would you prefer to send the package yourself, perhaps because you live in a different country or prefer your own shipping provider? That’s fine too. Just be sure to send your package insured and with tracking. We cannot accept liability for lost or damaged returns.
Once your return arrives and all items meet our return criteria, we will refund you the purchase amount via your original payment method.
Important: Orders over a certain value are shipped to you for free. If the value of the items drops below this threshold due to a partial return, we reserve the right to charge the shipping costs afterward.
Returns from Outside the EU
Please mark your return clearly as “RETURNED GOODS.” Include a copy of the invoice and attach it visibly on the outside of the package. This ensures that no additional customs fees or delays occur. If any fees arise, we will not cover them and may deduct them from the refund amount.
Cost
What does the return cost me?
If you use our returns portal, we will provide you with a return label. We charge a flat fee for this service, which will be deducted from your refund:
- Austria: €6.90
- Germany: €7.90
- France, Netherlands, Belgium, Luxembourg: €10.90
This flat fee will be deducted from the total refund amount.
If you organize the return yourself, you’ll only pay the cost of your shipping provider.
Refund
You have 14 days from receipt of your order to return it to us without giving any reason.
Once your return arrives in our warehouse, we will carefully inspect the items and refund the corresponding amount via your original payment method, provided everything is in order.
Please note: Processing may take up to 14 days. Only unworn, unwashed items in their original condition – including all labels – can be returned.
Underwear can only be returned if it is unworn and unwashed for hygiene reasons. Please try it on only over your own underwear. Items with makeup, deodorant, or other stains cannot be exchanged.
Exchange
Doesn’t fit quite right or prefer a different color? Simply return the item and order the new desired piece directly from the shop – it’s the fastest way to get it to you.
Which Items Are Excluded from Returns?
Our guarantee covers material and manufacturing defects. It does not cover: normal wear and tear, color changes over time, damage from improper care, or accidents in everyday life.
Returns Due to Quality Issues
Did you receive a damaged item or one that needs repair? Please email us at support@matona.at and include the following information:
- A picture of the damaged area
- A copy of your invoice (if possible)
We will address the issue as quickly as possible
Returns from Third-Party Sellers (e.g., Avocadostore)
If you purchased Matona products through another shop, such as Avocadostore or one of our retail partners, returns should be handled directly through that shop.
All orders placed through our own online shop at www.matona.at can either be returned easily via our returns portal or sent back through your chosen shipping provider. The information can be found above on this page.