Customer Service and Warranty Policy
RETURN POLICY
Products bought online or at a pop-up space can be returned in the untouched original packaging, unused under 7 days of receipt. During the holiday season from December 15th to January 15th it will be extended to 14 days. In order to proceed with the return, customers will have to write to info@parfumsmanuelmathieu.com indicating the order number, the reason for the return as well as pictures of the product that they wish to return. If the information provided is accurate, someone from customer service will generate a return label. The item must be returned within 7 days of receiving the return label. If customers need to return their item in any other way, we will not be offering compensation for the return fee.
Customers need to package the item in the original packaging or a padded envelope to prevent damage in transit. If an item is lost or broken in transit, it will not be treated as returned.
All returned goods will be examined upon receipt, we will not provide a full refund if the goods show signs of being opened or overly manipulated.
Once the return has been processed, customer service will contact the customers via email to confirm the refund will be processed by the original payment method, within 14 days after the returned goods have been received(provided that the goods were returned within 7 days of initial delivery to customer).
A restocking fee of 10euro, 10usd and 15cad will be applied to all returns and will be deducted from your refund amount.
If a customer has made a purchase through a partnered retail location, such as a boutique, then any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us.
Defective or Damaged items
If upon receipt, the item arrives damaged, or if customers’ find that the product is defective, they may reach out via email at info@manuelmathieuparfums.com within 7 days, or 14 days between December 15th to January 15th, including their order number and a pictures of the defective item in order for the request to be processed.
ONLINE ORDER CANCELATION
If customers wish to cancel their online order they can do so by writing to info@manuelmathieuparfums.com within 24hrs of purchase clearly indicating in the subject line Order cancellation: order number. Cancellation requests made later than 24hrs may not be possible to process.
BACK ORDER
If a product is not available due to shortage, the product will not be available to purchase on the website and a restock date will be indicated. If a customer wants to be made aware of the restock, they will be prompted to subscribe to our newsletter.