Order Process & Then?

How we work and being in touch with you?+

When we receive your order, the first thing we do is contact with you to confirm all the details you have chosen, and in case of any change or need, we may request a few pictures from your vehicle such as fixing clip types, rear mat or passenger mat (it may vary according to vehicle equipment and year / model.) All details are with you. After confirmation phase finished, we start production and make your order ready for your delivery address. When we complete all the transactions, we share the pictures of your order with you through our connection channels.

Why do we work this way? Because we absolutely do not want you to have any problems with your order and we always stay in touch with you minimizing the risks of problems and preventing from occuring problems. Thanks for your supports. We want to complete all the details with perfect touch & want you completely satisfied with your order.

I need to cancel my order, is this possible?+

It's actually very easy. After receiving your order, our customer representative always communicates with you for confirmation within 24 hours about the details of your order, while you can request the cancellation of your order, or you can send us your cancellation request via e-mail before order confirmation. Unfortunately, it is not possible to cancel your order after your order has been confirmed by our representative.
We are always in touch with you during your all order processes.

How do we work and how do we communicate with you?+

The first thing we do when we receive your order is to contact you during our office hours to confirm all the details of the mat you have chosen. In case of any change or need, we may request a few pictures of the interior features of your vehicle, such as fixing clip types, rear floor mat or passenger floor mat (may vary depending on vehicle equipment and year/model.) We check all the details with you. After the confirmation phase is over, we start production and make your order ready for your delivery address.

Shipping

Do you ship internationally?+

Shipping outside of the TR will require additional fees that will be included in the final cost of your order. Please note that countries require recipients to pay import tax fees or other fees when claiming internationally shipped packages, and unfortunately we cannot offset the cost of these fees. Also note that we are unable to offer free exchanges and returns. If you happen to need an exchange or would like to return any items, you will be responsible for the shipping and we'll work with you to make it as easy as possible. Additionally, when a package leaves the TR, MatAdore no longer has access to tracking information and cannot be responsible for misplaced packages once they arrive in the country of shipping designation. Reach out to us at help@matadore.co and we’ll be happy to assist with retrieving rates and answering further questions.

How long does it take to ship orders?+

We try our best to process and ship every order within 5 business day after all process of confirmations completed. We also do our best to let every customer know if their order will take longer than usual to fulfill. If you have questions about the status of your order, feel free to reach out to us at help@matadore.co

What is your delivery time?+

After confirming your order details with you and starting the production of your order in line with your requests, the mats are ready to be shipped within 5-9 days. After the product preparation is completed, the delivery time of the mats is approximately 2-4 working days. (Depending on the country.) Our worldwide logistics partner is DHL Express.

Return and Cancellation

Privacy & Cookie Policy

What we collect?+

We may collect the following information for the purposes of fulfilling an order:

Name & Surname
Contact information including email address and contact phone number (mandatory)
Demographic information such as address and postcode
Other information relevant to customer surveys and/or offers if provided by you
Product Sales Information

What we do with the information we gather+

We use the Order Information that we collect deliver any orders placed via our website (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). We may also use your information for:

Internal record keeping.
To improve our products and services.
If you ask us to inform include you in our marketing emails, we may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
To deliver successfully your chosen product or service to your provided address. We may use your contact information for delivery purposes and or order enquires. We may call you using the contact number provided, email you using the provided email address or write to you using the address supplied on your order. If you wish for us to not contact you for any reason once an order is placed, we request that you confirm this with us by emailing help@matadore.co directly after placing your order.

Guarantees & Returns

%100 Perfect Fitment Guarantee+

%100 Perfect Fitment Guarantee

We guarantee all products will fit the vehicle as stated on our website and your order confirmation email. If a product does not fit as stated then we will offer a return for refund or swap over - whichever you prefer.

Before proceeding with a return under our Fitment Guarantee you may be asked to send us evidence of the fitment problem along with details of the vehicle. This in order for us to determine the cause of the issue and to qualify the type of return under our policies.

Under our Fitment Guarantee all postage costs will be covered by us.

Guarantee conditions:

Supply evidence of the fitment defect as requested. This will be in the form of photos showing the issue and the vehicle for us to determine the source of the problem.
Return goods in “as new” merchantable condition. If there is an issue in regards to fitment then do not use the goods before returning.
Return goods in the same fashion as they arrived. The item must be repackaged as they arrive, do not affix any label directly to packaging unless this is how the item was delivered, instead repackage the item in a satchel or similar and affix the label to the protective satchel.

Items returned that do not comply with the above conditions may be refused and returned to you, unless an explicit written exception is given prior.

To get started, contact our customer service crew for help Our team will assess the concern and assist with a return option under our policies.

Incorrectly described, faulty, not fit-for-purpose “statutory” guarantee+

Don’t think you got what you paid for? If your mats has been incorrectly described, is not “fit for purpose”, or is faulty, We are genuinely sorry and want to fix this for you asap. To get started please contact with our customer service crew for help. Our team will assess the request and assist with a return option in accordance with your rights under statutory consumer law.

How long will it take to receive my refund?+

Your refund will be issued once your return has arrived in our warehouse. It can take 3-5 business days for the refund to be reflected on your method of payment.

How do I return something?+

If you have changed your mind, purchased incorrectly, received a faulty/incorrectly described item, or received the wrong item we want to help you get back on track as quickly as possible.To get started contact our customer service crew for help. Our team will assess the concern and assist with a return option under our policies.

What is MatAdore return policy?+

We totally understand that things don't always go as expected, and sometimes goods may have to be returned. The good news is we’re here to help.

If you have changed your mind, purchased incorrectly, received a faulty/incorrectly described item, or received the wrong item we have a return policy to get you back on track.

To get started, contact our customer service crew for help or use our self-help product return tool. Our team will assess the concern and assist with a return option under our policies.

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Sıkça Sorulan Sorular

Order Process & Then?

Shipping

Return and Cancellation

Privacy & Cookie Policy

Guarantees & Returns

Products Info

From Our Factory

Best Service Ever

Safe Shopping

Customer & Product Centric

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